- Janet Fried sought help from Best Buy when her HP desktop stopped working.
- Despite multiple follow-up calls, she received no further contact or solution.
- Her subsequent email to Best Buy’s corporate office were met with silence, leaving her problem unresolved.
When her HP desktop computer stops working, Janet Fried contacts Best Buy for help. But her Total Tech Support contract turns out to not be as comprehensive as she thought. Can she get her computer repaired?
Question
I’m a long-time Best Buy customer and a Total Technical Support member. So when I had a problem with my computer recently, I expected Best Buy to help me.
My computer was not working with the printer I bought from Best Buy. I spent five hours on the phone with Best Buy trying to get it fixed, but they could not help me. Worse, I was left with a computer that no longer connects to the internet, making it basically worthless.
Since then I have called multiple times and spoken to four more computer technicians, and they all had me try the same steps to try to fix the issue. When it did not work, I was clearly told by three different employees at different times that they would escalate my issue and I would hear back from someone in 24 to 48 hours. That has not happened.
I wrote an email to their corporate office (per addresses on your website) and have not even received an acknowledgment that they received it. Their customer service rep could not give me any way to call the corporate office. Can you help me? — Janet Fried, El Cerrito, Calif.
Answer
Best Buy should have done better than this! Its Total Tech Support promises its members it “has your back” with comprehensive technical assistance. But your experience makes me wonder how dependable the guarantee is.
Read more insightful reader feedback. See all comments.
Look, at the risk of stating the obvious, it’s unacceptable for a paying customer to be left with a nonfunctional device — especially after asking for help from a service they are paying for.
Your decision to document every interaction, including names and timestamps, proved to be a wise move. This meticulous record-keeping created a thorough paper trail, which was important for establishing the timeline of events and demonstrating Best Buy’s lack of responsiveness.
I list the names, numbers and email addresses of the customer service managers at Best Buy on this site. I can’t believe they didn’t respond to you.
Have you ever paid for a tech support plan that didn’t deliver when it mattered most?
Drop your thoughts in the comments. Is Best Buy’s Total Tech Support still worth the price?
Your insight could help someone else avoid the same mistake — and that’s why we need to hear from you.
Could you have avoided this? Maybe. There are printers that connect to a computer more seamlessly (for example, Apple makes it super-easy). But I’m also wondering if spending $180 a year on a technical support program like this is worth your money.
I contacted Best Buy on your behalf. A representative from its executive offices contacted you but then never followed up.
Finally, I reached out to Best Buy again. This time, the company arranged for a technician to visit your home at no additional cost and fix the issue. The technician’s diagnosis suggested a problem created by your first technical support call. If this ever happens to you again — and I hope it doesn’t — maybe you should request an in-person visit the first time there’s a problem.
Keep a paper trail. When tech support escalates your case, immediately follow up by email confirming the promised callback timeline. It creates accountability — and gives you something to cite later if they ghost you.
How to escalate a tech support issue with Best Buy
⏱️ Estimated time to implement: 10 to 20 minutes total, depending on support responsiveness
- Document every interaction
Write down names, timestamps, case numbers, and details of every tech support call or chat. - Request escalation early
If the first-level support can’t help, ask clearly for a supervisor or escalation. Don’t wait for them to offer. - Follow up within 24–48 hours
If promised a call back, don’t wait too long. Reach out again within the window they promised. - Email the corporate office
Use verified email addresses for Best Buy executives. Mention all previous communication and lack of response. - Keep a record trail
Save call logs, emails, screenshots, receipts, and any written acknowledgments. - Ask for an in-person technician
If the problem persists, request a home or store visit — especially if remote support caused the issue.
About this story
I really hate having to contact a company twice about the same case, but Best Buy made me do it with this one. This case dragged on for much longer than it should have (roughly five weeks from the first time I reached out to Best Buy to the resolution). I’m lucky to have a persistent advocacy team (thanks, Dwayne, Mel and Amore). Note to any companies that want to ghost us: We can be VERY persistent.
