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Posts: 1
Registered: ‎10-25-2015

Online customer chat support NOT 24 hrs.

It is 5/26/2021 at 9:10pm PST.  I have been stuck on online chat 1 hr and about 30 minutes.  The number in line and wait time has been frozen. Below is the current screen message at 9:10pm. Why claim 24x7 chat when it is not.  


7:27 p.m.

Thank you for waiting. Our live Agents are still helping other customers, so your wait time is longer than we expected. You are number 55 in line for the next live Agent. Your wait time is about 16 minutes.

please wait for connection before typing a message
Posts: 5,177
Topics: 55
Kudos: 440
Solutions: 322
Registered: ‎11-29-2016

Re: Online customer chat support NOT 24 hrs.

Good afternoon, gpm290,


Welcome to our forums, and thank you for sharing your experience with us.  Be it through chat, over the phone, at one of our brick and mortar locations, or any other service option available to our customers, we hope to provide a positive experience whenever our customer reach out to us. 


While our chat teams should be available 24 hours a day, there can be instances where interactions with other customers prevent our chat agents from replying to our customers as quickly as we’d like, and I regret to hear that seems to be the case with your experience last night. 


If you’re still in need of assistance, feel free to let me know, and I’ll be happy to assist in any way I can.  Alternatively, you’re welcome to contact our phone support teams at 1-888-BESTBUY or 1-888-237-8289, so they might offer any additional assistance you need.


Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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