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Posts: 1
Registered: ‎02-24-2019
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Online Account

[ Edited ]

SO I've been working on this problem for three days now.  Four online chats, five calls to customer support, and two visits to the store.  It seems like every time I might be making progress the rep winds up at a dead end and sends me in a bogus direction that ends in the generic BB customer service # or chat where I have to start all over.  Here's the story:  Bought an HP printer at the store on 2/15/19, signed up for the Easy Replenish ink program, went home, hooked up the printer, and went online and completed the ink program sign and received an email saying I was good to go.  A week later I got another email saying I still needed to do something to complete signup, went back online, and there is no record of my printer purchase or my ink subscription.  Now, of course, it won't let me sign up for the ink program because there's no record of the printer I bought to tie it to.  I also notice that NONE of my purchases over the years show up in my account except one made in 2017 which, I believe, is the only one I ever made online from BB. Nowhere is it shown the the $2300 wall oven I bought in 2017 with a five yr extended warranty, the new printer with a two yr extended warranty, etc.  And I'm supposed to be a BB "Elite" member?  Lot of good that does.  Level 2 BB support even took control of my computer for an hour and still no resolution.  Was told I needed to call support and ask to be connected to the "Subscriptions" team.  Did that, but get transferred to the Rewards team instead.  3 times! Went back to BB store and was eventuallygiven a number direct to the Accounts team which instead wound up with the Geek Squad again and when he transferred me it went to dial tone!  I've always liked BB, but based on this I think they'll be going down the tubes like Circuit City!  BTW, everyone in the Geek Squad can see all my purchases and subscriptions, except me!  This shouldn't be rocket science!  So, if anyon from BB is listening and cares, the case # I was given is {removed per forum guidelines}, and the chat session iD with level two was {removed per forum guidelines}.

Posts: 296
Topics: 13
Kudos: 76
Solutions: 15
Registered: ‎11-23-2018

Re: Online Account

Hello, and welcome to our online community!


Thanks for reaching out for additional support through the Forums. It sounds like you've exhausted all forms of communication through chat, phone, and in-person, and I'm sorry you haven't received the help you've needed so far. I'm hoping we can provide the assistance you've been searching for with your account issues and participation in Easy Replenish here.


We definitely wouldn't want you missing out on your automatic ink shipments, and I'd love the opportunity to look further into what might be going on and why your previous purchases aren't showing up in your account. 


That being said, can you please Private Message me your full name, email, phone number, and 16-digit customer service PIN located on the bottom of your in-store receipt for the printer? You can find the blue option to message me below, to the right of my name.


Happy to help,

Allison|Social Media Specialist | Best Buy® Corporate
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