Best Buy is a major retailer of consumer electronics with stores in the United States, Canada and Mexico. It is considered to be the largest consumer electronics retailer in the United States, so it isn't surprising that it receives a lot of customer support calls.
People call Best Buy customer support for many different reasons, including:
There are several things that you can do to make your call to Best Buy more successful:
Best Buy has worked hard in recent years to improve its customer service experience. Many people are satisfied with the level of service that they have received over the phone.
However, there are still areas in which some customers are dissatisfied. One issue that often affects retailers is that of servicing items that are manufactured by third-party suppliers. Best Buy may be limited as to what it can do when an item is under manufacturer warranty but is no longer returnable to Best Buy.
A recent case that appeared in the media demonstrates one of the shortcomings of Best Buy's customer service. In this case, a woman purchased a large appliance that was defective. She had purchased a protection plan through Best Buy's Geek Squad subsidiary, but could not get Best Buy to honor her request for service and replacement. Instead, Best Buy wanted her to work through the manufacturer, which had proven to be less than helpful. It took a third-party to intervene on the customer's behalf before the appliance was replaced.
A Best Buy customer service representative can resolve many issues over the phone, including questions about orders, facilitating returns and exchanges, troubleshooting, technical support and researching billing questions.
Best Buy phone-based customer service agentsVied some technical support, but some products need hands-on attention from a technician or repair specialist. In such cases, the representative can direct a customer to repair services, but cannot handle the repair him or herself over the phone.
In the same vein, Best Buy can't always mediate in situations when an item purchased from Best Buy is under manufacturer's warranty and the manufacturer is unresponsive.
While a phone agent can approve and initiate a customer return or exchange, it is up to the consumer to physically mail or return the product.
Sometimes, calls to Best Buy don't go well. It may be that the customer service agent didn't understand your concern or that he or she appeared to be unable to provide you with a resolution. If this happens to you, don't fret: There are other things you can do to get your issue corrected.