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New Member
Posts: 3
Registered: ‎08-13-2020
Accepted Solution

Rude chat support

[ Edited ]

Wanted to know why my order was cancelled five minutes after ordering it, with my bank saying the purchase went through. Here's the transcript

Virtual Agent:
Hi, I am your automated Agent. Select an option or type your question below.
Help with a Purchase
Geek Squad Service
Order Status
3:08 p.m.
Mercedez B:
Connected with a live agent.
Mercedez B:
Thank you for choosing Best Buy, my name is Mercedez B. How may I assist you today?
3:09 p.m.
You:
hi
You:
I was wondering why my order was canceled
3:10 p.m.
Mercedez B:
hi
Mercedez B:
What is the order number?
3:10 p.m.
You:
{removed per forum guidelines}
3:12 p.m.
Mercedez B:
Do you have any recollection of why it would be cancelled?
3:12 p.m.
You:
no, it was cancelled almoat five minutes after I ordered it
You:
like an hour ago
3:13 p.m.
Mercedez B:
It is due to fraudulent activities.
3:13 p.m.
You:
what fraud?
You:
are you accusing me of being fradulent
3:14 p.m.
Mercedez B:
I am not accusing you, I am just saying that would be the only reason it may have been cancelled.
3:14 p.m.
You:
you can't see the reason why it was
You:
?
3:15 p.m.
Mercedez B:
There is no reason! It does not state a reason!
Mercedez B:
If it's cancelled it's cancelled!
3:15 p.m.
You:
Are you seriously upset at me right now?
3:15 p.m.
Mercedez B:
Got to an actual Best Buy location and complete the order!
3:15 p.m.
You:
I'm saving this transcript and taking it to customer sevrice
You:
you just messed up lol
3:16 p.m.
Mercedez B:
Why would I be? You're upset at me and all I said was that it may be cancelled due to fraud activity.
Mercedez B:
You just messed up lol
3:17 p.m.
You:
keep talking
You:
i'm saving this entire conversation


Then, to make matter worse, I seem to be banned from accessing the chat feature now, with a red message that pops up every time I try to use it. Extremely upset at being treated this way. 

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New Member
Posts: 3
Registered: ‎08-13-2020

Re: Rude chat support

Didn't realize I received the actual chat transcript. See below.

ChatBot (22:08:40 GMT) : Beginning of a non-XXX bots history message(s).
ChatBot (22:08:40 GMT) : XXX-08-13T22:04:26.XXX-00:00USER: BOT:We are connecting you with the next available Agent.
ChatBot (22:08:41 GMT) : XXX-08-13T22:04:26.XXX-00:00USER: BOT:We are connecting you with the next available Agent.
Auto-Generated Message (22:08:41 GMT) : A service technician will be with you shortly
Mercedez B (22:08:49 GMT) : Thank you for choosing Best Buy, my name is Mercedez B. How may I assist you today?
Visitor (22:09:51 GMT) : hi
Visitor (22:10:00 GMT) : I was wondering why my order was canceled
Mercedez B (22:10:00 GMT) : hi
Mercedez B (22:10:13 GMT) : What is the order number?
Visitor (22:10:57 GMT) : BBYXXXX-XXXX-XXXX-XXXX
Mercedez B (22:11:58 GMT) : Do you have any recollection of why it would be cancelled?
Visitor (22:12:16 GMT) : no, it was cancelled almoat five minutes after I ordered it
Visitor (22:12:25 GMT) : like an hour ago
Mercedez B (22:13:20 GMT) : It is due to fraudulent activities.
Visitor (22:13:38 GMT) : what fraud?
Visitor (22:13:46 GMT) : are you accusing me of being fradulent
Mercedez B (22:14:34 GMT) : I am not accusing you, I am just saying that would be the only reason it may have been cancelled.
Visitor (22:14:50 GMT) : you can't see the reason why it was
Visitor (22:14:51 GMT) : ?
Mercedez B (22:15:09 GMT) : There is no reason! It does not state a reason!
Mercedez B (22:15:23 GMT) : If it's cancelled it's cancelled!
Mercedez B (22:15:45 GMT) : Got to an actual Best Buy location and complete the order!
Visitor (22:15:46 GMT) : Are you seriously upset at me right now?
Visitor (22:16:00 GMT) : I'm saving this transcript and taking it to customer sevrice
Visitor (22:16:26 GMT) : you just messed up lol
Mercedez B (22:16:30 GMT) : Why would I be? You're upset at me and all I said was that it may be cancelled due to fraud activity.
Mercedez B (22:16:49 GMT) : You just messed up lol
Visitor (22:17:15 GMT) : keep talking
Visitor (22:17:23 GMT) : i'm saving this entire conversation
Mercedez B (22:17:52 GMT) : Me too!
Highlighted
Posts: 2,414
Topics: 99
Kudos: 254
Solutions: 112
Registered: ‎10-19-2017

Re: Rude chat support

[ Edited ]

Hello, ObbyDent,

 

Thanks for sharing your experience and bringing this to our attention. I know I would have questions in such a situation too. What you describe is far from the experience want for our customers. I’ll be happy to look into this in greater detail to ensure this feedback gets to the right place.

 

To get started, please send me a private message with your full name, phone number, and email address. Also, have you attempted to access the Best Buy Chat feature since you posted here on the Best Buy forum? When logged in on the forum from a PC, you should see the blue “Private Message” button next to my signature below this post.

 

Thanks,

Kayla|Social Media Specialist | Best Buy® Corporate
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Highlighted
New Member
Posts: 3
Registered: ‎08-13-2020

Re: Rude chat support

Okay, I PMed you. I also don't see the chat option in the link you posted, not sure if that's normal or not at this time.
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Posts: 5,205
Topics: 158
Kudos: 404
Solutions: 236
Registered: ‎08-21-2017

Re: Rude chat support

Good morning, ObbyDent,

 

Thank you for taking the time to follow up with Kayla. She is currently unavailable but I would be glad to further assist you.

 

Please allow me a few moments to review this message. I'll be sending you a private message in return shortly. You can check you inbox by clicking the orange envelope in the top right of your screen.

 

Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
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