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Posts: 2,662
Topics: 108
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Registered: ‎10-19-2017

Re: 7 months, 3 investigations, many promises -- no outcome

Hello, et3rn47,

 

Thanks for your message. Currently, I’m still waiting for word back from the store leaders where you made the purchase. I’ve sent another follow-up to them today, and will keep you in the loop as soon as I know more.

 

Thanks,

Kayla|Social Media Specialist | Best Buy® Corporate
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Posts: 2,662
Topics: 108
Kudos: 109
Solutions: 131
Registered: ‎10-19-2017

Re: 7 months, 3 investigations, many promises -- no outcome

Hi again, Jacob,

 

Store leadership just replied to my inquiry saying that they are still waiting on AT&T’s review. They mentioned that if there is no update from them by this weekend, they will follow up with AT&T. Once there is more information available, I will be sure to let you know.

 

Thanks,

Kayla|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 14
Registered: ‎10-12-2020

Re: 7 months, 3 investigations, many promises -- no outcome

My name is Sam

The investigation was supposed to be 7 days max, and I was supposed to get a call back from the store manager or AT&T rather than waiting on a rep from a forum (requiring me to constantly refresh and check this spot)

That was on the 20th of last month -- it's now been almost 2 weeks, business days being 12.

 

I hope I hear back soon.

Posts: 2,662
Topics: 108
Kudos: 109
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Registered: ‎10-19-2017

Re: 7 months, 3 investigations, many promises -- no outcome

I’m so sorry about that, Sam! I have no idea why I wrote Jacob instead of your name. The update I provided about the store leaders saying they are still waiting for AT&T’s investigation is accurate though. While it appears that the escalation with AT&T is taking longer to investigate than expected, the store leaders said they would follow up with AT&T if there isn’t an update by this weekend. If there isn’t more news before then, I’ve asked that they follow-up with you directly once they speak again with AT&T regarding the status of the escalation.  

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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Registered: ‎10-12-2020

Re: 7 months, 3 investigations, many promises -- no outcome

Perfect, thank you.

 

I appreciate the help you've been, genuinely.

Member
Posts: 14
Registered: ‎10-12-2020

Re: 7 months, 3 investigations, many promises -- no outcome

Morning,

 

Was there word when they would be calling me, or when they would be follow-up with AT&T?

Posts: 1,041
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Registered: ‎11-30-2015

Re: 7 months, 3 investigations, many promises -- no outcome

[ Edited ]

Hi, Sam,

Kayla is having some much needed R & R today, so I hope you don't mind if I step in while she's away.

The last time that we heard back on this, the store was planning on connecting with you this weekend. I've reached back out and requested another update. I'll let you know when we hear back, otherwise, I would anticipate that the store will connect with you directly.

Best,


Fey|Social Media Specialist | Best Buy® Corporate
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Posts: 14
Registered: ‎10-12-2020

Re: 7 months, 3 investigations, many promises -- no outcome

I appreciate you covering for her and responding.

 

I have yet to hear anything from any party, and the typical times I've been reached out to were any time before 1400 pst.

 

I'll be reaching out to everybody I can tomorrow if I don't hear something by end of day today.

 

Thanks

Posts: 5,124
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Registered: ‎11-29-2016

Re: 7 months, 3 investigations, many promises -- no outcome

Good morning, Sam,

 

Both Kayla and Fey are unavailable at the moment, so I wanted to follow up with you while they're away, and hopefully get this matter moving closer to its resolution.  

 

Shortly after Fey left for the evening last night, we received an email from store leadership, and it sounds like they were on hold yesterday evening, waiting to speak with AT&T about your account.  Since your last post in this thread, have you been in contact with anyone at the store regarding your account?

 

Looking forward to hearing from you,

 

SeanM|Social Media Specialist | Best Buy® Corporate
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Registered: ‎10-12-2020

Re: 7 months, 3 investigations, many promises -- no outcome

Not as of yet, work got pretty slammed so it might have to be a bit later when I reach out.

I have yet to hear from anybody though.

 

Thanks for reaching out.