BestBuy.com

[j7011]

I'm trying to schedule installation service for a backup camera for a vehicle. I'm not sure why it's so difficult to have help doing so. The link sent to me via email requires me to repurchase the service.

Here's the chat:

11:51 a.m.

Virtual Agent:

Hi, I'm Best Buy's chatbot. I'm here 24/7 to answer most questions. Or I can find the right person to help. Ask me a question or choose one of these

•  

•   ·  ·  ·  11:51 a.m.

You:

Rear backup camera installation

•   11:51 a.m.

Virtual Agent:

Thinking about adding new tech or replacing old tech in your vehicle?

We offer consultation, installation and repair services for many Car and GPS products.

Click below to learn more about our services.

• Car Electronics

Do you have a boat, recreational vehicle or motorcycle? Give us a call on 1-800-433-5778 to discuss your options and schedule an appointment.

Would you like to schedule or modify an In-Store Service Appointment or Consultation with one of our Autotech Agents?

•   ·  11:51 a.m.

You:

Yes

•   11:51 a.m.

Virtual Agent:

Click below to schedule or modify an In-Store Service Appointment.

• Autotech Service Appointment

•   ·  Live chat has started

•   11:52 a.m.Best Buy Customer Care

Heather Torres:

Connected with a live agent.

•   Heather Torres:

Thank you for choosing Best Buy, my name is Heather Torres. How may I assist you today?

•   11:52 a.m.

You:

Hello, I purchased an installation service for a backup camera and saw that there were several appointments, one being on December 10th but I lost the window and can't find my way back to the page

•   11:53 a.m.Best Buy Customer Care

Heather Torres:

Hello! Great to have you on this  chat.

•   Heather Torres:

Just to confirm, you want to schedule an appointment?

•   11:54 a.m.

You:

Yes, I had made a purchase today and received an email to schedule an appointment, but clicking the email brings me to a part of the site that requires me to repurchase the service

•   11:54 a.m.Best Buy Customer Care

Heather Torres:

To best assist you with this,  I’m going to transfer you to a team member who specializes in this. I appreciate your patience and thank you for choosing Best Buy.

•   11:54 a.m.

You:

Ok, thank you

•   ·  Live chat has started

•   11:54 a.m.Best Buy Customer Care

Samuel P:

Connected with a live agent.

•   Samuel P:

Thanks for contacting Geek Squad! My name is Samuel P. Before we get started, may I please have your full name and phone number?

•   11:55 a.m.

You:

Hello, <redacted>

•   11:56 a.m.Best Buy Customer Care

Samuel P:

Can I have the order number to check on that?

•   11:56 a.m.

You:

Order number: <redacted>

•   11:58 a.m.Best Buy Customer Care

Samuel P:

To best assist you with Shipping order rescheduling. I’m going to transfer you to a team member who specializes in this. I appreciate your patience and thank you for choosing Best Buy.

•   ·  Live chat has started

•   11:59 a.m.Best Buy Customer Care

Breiner M:

Connected with a live agent.

•   Breiner M:

Let me get you over to one of our specialists as they have the best tools to help you out with this. Don’t worry, the next agent will be able to see our conversation so you won’t need to repeat anything!

•   ·  Live chat has started

•   11:59 a.m.Best Buy Customer Care

Agent Paula N:

Connected with a live agent.

•   Agent Paula N:

Hi, thanks for choosing Best Buy Geek Squad my name is Paula N, I see you have just been transferred to me. May I please have 3-4 minutes to review the start of this chat? My apologies on the delay.

•   12:00 p.m.

You:

Okay...

•   12:02 p.m.Best Buy Customer Care

Agent Paula N:

Is this the email id associated with your BestBuy <redacted>?

•   12:02 p.m.

You:

Yup, that's me

•   12:02 p.m.Best Buy Customer Care

Agent Paula N:

Thank you!

•   Agent Paula N:

Thank you for being an CORE TIER member.

•   12:04 p.m.

You:

I'm not sure what that is, but thank you for the recognition

•   12:06 p.m.Best Buy Customer Care

Agent Paula N:

Is this the product you ordered ,Pioneer  NTSC universal camera  mirrorimage  Rearview Camera  Black [https://oma2.eoms.na.bestbuy.com/oms-lynx-oma/webapp/client/index.html#]?

•   12:07 p.m.

You:

Yes, that should be delivered in a few days. I would like to schedule installation for this product

•   You:

Rear Back-Up Camera Installation on Cars, trucks or SUVs (Hardware Not Included)

•   12:08 p.m.Best Buy Customer Care

Agent Paula N:

I would like to share this chat to the available supporters.

•   12:09 p.m.

You:

I don't understand

•   ·  Live chat has started

•   12:09 p.m.Best Buy Customer Care

Agent Paula N:

Connected with a live agent.

•   Agent Paula N:

Hi, thanks for your patience as I see you have just been transferred to me. May I please have 2-3 minutes to review the start of this chat? My apologies on the delay.

•   Agent Paula N:

I know you have waited for a while and I appreciate it, however for what you require I must transfer you with my colleagues from the correct department, I will give them the details of your case so that they can help you and you do not have to waste your time.

•   ·  Live chat has started

•   12:10 p.m.Best Buy Customer Care

Agent Susie S:

Connected with a live agent.

•   Agent Susie S:

Thank you for choosing Geek Squad, my name is Susie S . Please allow me 2-3 minutes while I go through your previous conversation.

•   12:11 p.m.

You:

Heather, Samuel, Breiner, and Paula were unable to help me schedule installation for a backup camera. Are you able to help me?

•   You:

Are you there.

•   12:18 p.m.Best Buy Customer Care

Agent Susie S:

Thank you for staying connected.

•   12:18 p.m.

You:

Any update from reviewing the chat

•   12:19 p.m.Best Buy Customer Care

Agent Susie S:

I see that you need help with installation service, am I correct?

•   12:19 p.m.

You:

Yep

•   12:20 p.m.Best Buy Customer Care

Agent Susie S:

Have you scheduled the installation already?

•   12:20 p.m.

You:

No. Please help with this.

•   12:21 p.m.Best Buy Customer Care

Agent Susie S:

Sure, I'll help you with that.

•   12:21 p.m.

You:

Alright.

•   You:

I understand you have different chat sessions but it's been 30 minutes since I've made any progress. Are you able to actually help or can you transfer me

•   12:23 p.m.Best Buy Customer Care

Agent Susie S:

Can you please help me with the year, make and model of your car?

•   12:23 p.m.

You:

2018 kia forte s, sedan

•   12:23 p.m.Best Buy Customer Care

Agent Susie S:

So that I can schedule an installation service.

•   12:23 p.m.

You:

2018 kia forte s, sedan

•   You:

zip code is <redacted>.

•   You:

I would like to be transferred to someone who can help me schedule installation.

•   ·  Live chat has started

•   12:34 p.m.Best Buy Customer Care

Rajashekhar:

Connected with a live agent.

•   Rajashekhar:

I see that the chat got disconnected from our agent due to technical issue. Please allow me a minute while I connect you with our next available agent. Please do not worry, our next agent will be able to read your previous conversation to assist you quickly.

•   12:35 p.m.

You:

This is ridiculous.

•   ·  Live chat has started

•   12:35 p.m.Best Buy Customer Care

Agent Dawson M:

Connected with a live agent.

•   12:35 p.m.

You:

This is ridiculous.

•   12:36 p.m.Best Buy Customer Care

Agent Dawson M:

Thank you for choosing Best Buy Geek Squad, my name is Agent Dawson M. Before we get started, may I please have your full name and phone number?

•   12:36 p.m.

You:

Do you have access to the conversation

•   You:

or the previous conversation, I should clarify.

•   12:38 p.m.Best Buy Customer Care

Agent Dawson M:

We have not heard from you for some time. Do you wish to continue to chat?

•   12:39 p.m.

You:

yes

•   You:

This is ridiculous.

•   You:

Please transfer me to someone that can help.

I was disconnected shortly after. Still waiting for the transcript via email.

[Deysha-BBY Social Media Specialist]

Hello, j7011,

Welcome to the Best Buy Forums!

I appreciate you taking the time to write us. I have received your private message and have responded to it. You can find it when you login to your account, at the top right corner of the page, in the small orange envelope.

Kind regards,

[j7011]

Hi Deysha, thanks for your reply. I am unable to send you a new PM (You have reached the limit for number of private messages that you can send for now. Please try again later.)

I already ordered the Geek Squad installation but am unable to schedule. Should I still go about the link you had sent and request someone to reach out for me? I don't know what to do with this prepaid installation.

Thanks again

[Deysha-BBY Social Media Specialist]

Yes, j7011. The best way to get it scheduled is by first scheduling a free in-store reservation with one of our Autotechs. They'll be able to help you set up the install, and give you an estimate for any additional accessories that may be required to get this completed. Let me know if you have any other questions.

All the best,