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Posts: 1
Registered: ‎10-14-2021

Best Buy customer service is the worst

We’ve always gone to Best Buy when purchasing computers, cellphones, appliances, games, etc. We now question if we'll ever trust purchasing from BB again. In April. I purchased a PC and cellphone. I asked BB rep if my current Microsoft 365 would transfer to new PC and he said no, I had to purchase it again. When I received new PC, current Microsoft 365 was accessible, so I cancelled the new subscription. I was told since BB rep gave me incorrect info; the credit would be expedited. Since then, I have "chatted" with numerous BB reps. I'm always told they need to transfer me "to a specialist". After transfer, the "specialist" tells me they must transfer me to a "specialist that can help" and on it goes. Last time, I was transferred to six different "specialists" and got nowhere. It's now October and I still don't have my credit. What is Best Buys reason for not issuing timely credit? The PC also included free 3-month trial of WebRoot which I did not want or use. The BB rep advised me my PC runs in "S mode" and isn't compatible with WebRoot anyway. I was sent a reminder e-mail saying free trial was expiring on 6/29/21 and to purchase a subscription if I wanted WebRoot. On 9/1/21, two months after free trial ended, I found BB had deducted $$ from my bank account for WebRoot yearly auto-renewal.  Nowhere did it say if I didn't cancel free trial that I would be enrolled in yearly auto-renewal. What is Best Buy's reason for deducting $$ for a product I didn't purchase and isn't even compatible with my computer? I've chatted with BB reps about the charge but again, get nowhere. Every year, I purchase "Geek Squad" Tech support. Recently, I've called quite a few times and there's always a 20+ minute wait before you get disconnected. You're also given the option to have someone call you back but when I've chosen that option, I never hear back from the Geek Squad. I've had BB tech support for years and have never had problems reaching someone until now. Why is BB advertising for the new total tech support when BB can't even give adequate service to current members? I'm not going to purchase tech support again. It's a waste of $$$ since getting BB tech support is now next to impossible. I'm not even going to start about all the problems I had with my cell phone purchase in April. I'm not sure what has happened to Best Buy, but they're now #1 for the worst electronic store with the poorest customer service. Has BB recently read online comments? They should since most are negative. What a disappointment.

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Registered: ‎11-10-2008

Re: Best Buy customer service is the worst

An easy fix would be to create a Microsoft Account and then you can convert to Windows 10 Home for free. There is no charge for that. It takes literally seconds from the App Store to switch from S mode.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
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Registered: ‎11-29-2016

Re: Best Buy customer service is the worst

Good afternoon, Julie13,


Welcome to our forums, and thank you for sharing your experience with us.  From what you’ve described, this certainly isn’t the experience we hope to provide our customers, and it’s disappointing to hear you’ve been having some trouble getting the assistance you’ve been looking for regarding your subscriptions.


I’d like to take a closer look into this matter and offer any additional assistance I can, however, I’ll just need a few pieces of information from you in order to do so.  If you could use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number or the “Customer Service PIN” from your PC purchase


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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