Best Buy
Reviews and Complaints

I purchased a 75" Sony TV from the Best Buy store in Salisbury, Md. I also purchased the Totaltech service. I was told by associate Chelsea W (who was excellent) that it would be a week before I would get it, which was fine, but because I purchased the Totaltech service, the TV will now be delivered on July 14th. This I have a problem with. I think something should be done about the delay in getting the TV.

Thanks,

Mike Spear

Watch out for these big box stores and their "computer fixers." I've had nothing but trouble and a ton of mistakes on their part. Recently, I brought in my computer because it was having trouble starting up. It seemed like there might be a bug or something causing the issue.

I use my computer mostly for work, so I have up-to-date virus protection installed. However, I have had infections in the past. My job requires a lot of internet research, so I might be more susceptible to certain types of infections.

The last time I had to take my computer to Geek Squad, the Agent told me it would take about three days to clean up and return the computer to a usable state. Unfortunately, it took over seven business days to get my computer back. The original quote of $149.99 turned into $349.99. In the end, I got my PC back, late and over budget. They told me I needed a new hard drive.

Once I got the computer back, I still had issues with the new operating system installation. Apparently, once they installed the operating system, they left a few issues unresolved. My computer was missing data, starting in a weird mode that I couldn't get out of, and it was incredibly slow to start and restart.

I started looking at reviews of Geek Squad and found this site. One user suggested SecureRemoteSupport as an alternative to Geek Squad. After doing my research, I contacted them to repair my still broken machine. After a brief diagnostic period, which I didn't pay for, they informed me that there was nothing wrong with my old hard drive and that I had been scammed by Geek Squad. John was able to get my computer up and running using the old hard drive and, after a few hours, removed the infections from the PC. I didn't lose any data, and I didn't have to reinstall any programs. Additionally, John offered me lifetime protection software for the computer. While expensive, it is guaranteed. Geek Squad won't do that.

I went back to the Best Buy Geek Squad and spoke to the manager, explaining the entire situation. I offered up the invoice and diagnostic paperwork from Secure Remote Support, and they decided to give me a full refund. I did have to threaten a chargeback with my American Express. I also returned the hard drive that the Agent said was absolutely necessary for my machine.

Most interestingly, while I was waiting in line to speak to a manager, there were approximately six other customers in front of me. Most of them were complaining about issues and problems that weren't related to the computer. It sounded like they were experiencing similar issues to me. After reading some of the reviews related to them, I'm not surprised there are this many problems with this service. I won't be using the Geek Squad in the future, and I suggest you don't either.

I went to Best Buy's website, bestbuy.com, to purchase a gaming chair on July 14, 2022. The chair cost me around $250, and my order number was BBY***. Unfortunately, my order arrived five days late and was damaged. It looked like the package had fallen from the third floor, and the chair leg was sticking out of the package and chipped. I immediately contacted Best Buy's support page via chat to request a return and refund. The representative gave me two options: print a label and drop off the chair at a local UPS store or bring it to the nearest Best Buy store. However, neither option worked for me. I explained to the representative that I had recently had back surgery and could not carry anything heavier than 15 pounds, and I did not have a printer to print a label. The representative was very understanding and arranged for UPS to pick up the chair within five business days.

However, the pick-up never happened. I contacted Best Buy again after a week, and the representative told me to wait 48 more hours to get confirmation from their manager to schedule a pick-up with UPS. I waited another 72 hours, called again, and they asked me for another 48 hours. This same thing happened twice more. Finally, they gave me the tracking number from UPS and said that it was for pick-up and to call UPS to find out when they would arrive. I called UPS, and they told me that Best Buy had paid for the delivery but not for the pick-up. I called Best Buy and explained the situation, but they gave me the same options again. I explained that I could not deliver the package, and they said they would arrange the pick-up with UPS. This same story repeated, and UPS told me that Best Buy never paid for the pick-up. Eventually, when I contacted Best Buy about it for the tenth time, I was told by the representative that they were issuing the refund but would still attempt to pick up the chair.

Today, four days after the promised refund, I contacted Best Buy via chat again to request confirmation that the refund had been issued. However, I was told the same thing again: first, give them the chair back, and then they would issue the refund. When I asked why Best Buy kept telling me that the pick-up was scheduled when it never was, the representative simply told me to call their support team. However, I had already called them three times, and they could not explain why.

It has been almost a month now, so I asked my neighbor to help me load the chair into my car, and I am taking it to the Best Buy store myself. I hope they will issue the refund, but I am starting to doubt that they ever will. I will make sure that not a penny from my pocket goes into Best Buy's coffers. I hope they go bankrupt soon!

I recently bought a new laptop from Best Buy in early November 2019. The young man from the geek squad recommended the HP Laptop 15-DY0013DX. However, I have had to return to Best Buy three times in a little over two months. I don't use the laptop every day, only every couple of weeks due to my schedule. Yet, each time I use it, the machine freezes and won't let me log out or go to a different page or application. When the machine isn't freezing, it opens a different page as the home page, even though I have set Google as my home page.

The first time I went to Best Buy, I was told that it was a fluke that the laptop froze. The young man corrected the home default page so that it would open to Google. He also put the Chrome icon on my desktop since it could not be inserted into the shortcut bar at the bottom of the page. However, there was no explanation as to why the computer would not open in Chrome or allow for the icon to be posted to the taskbar.

A few weeks later, I returned because the computer would not accept the Wi-Fi at my house and it froze. The gentleman at the geek squad desk was able to get it to function and had to reset the default page on the internet to Google because the internet would open to several different pages in one sitting, such as Bing and Yahoo. Again, there was no understanding as to why the machine froze, and of course, it did not freeze while at the store.

Today, the laptop froze again, and again there was no idea as to why a brand new laptop would freeze. The gentleman at the store tried to be helpful but could not explain why it froze and went on to try and sell me coverage for the software. He explained that for $200.00 for one year, he could send it out to see why the machine froze. This is a brand new laptop; it should not freeze while being used. Again, he had to reset my home default page because it would not open to Google. Yahoo was the preferred page today.

Worse, he explained to me that had I returned my laptop before the 14th of January, it would have been replaced with a new laptop. So in the meantime, I have a brand new laptop that is garbage because it does not work. No one in my previous two visits to Best Buy thought to tell me that I could return the damaged machine for a new one. I am told today on my third visit, and I believe that I was told only because the time to return the garbage product has expired. Yet, Best Buy was trying hard to sell me their $200.00 software coverage. I do not know who is taking advantage of me more, Best Buy or HP.

This garbage laptop should be replaced with a new one. It is hard to believe that a new laptop barely used to cause so much headache and frustration. I have not visited a Best Buy store so often as I have in the last two months. I have been duped by Best Buy and HP. Beware if purchasing an HP laptop and the geek squad's lack of disclosing the ability to return a new damaged laptop until the return period expired.

So, I bought a brand new Dell Inspiron from Best Buy and after only eight months, it's falling apart. Luckily, I had purchased a BB Totaltech warranty, which according to the Geek Squad, covers every electronic device you purchase for two years. They even throw in free set up and installation, free delivery, and tech support. Sounds like a great deal, right?

Well, don't be fooled like I was. Best Buy may claim that you'll never pay for parts and labor, but their terms and conditions tell a different story. You'll be responsible for paying any applicable service fees when you make a claim, and these fees can be changed at any time without warning. Plus, their contract mentions nothing about a $99 service fee, which I had to pay on top of the cost of the warranty.

To be fair, it's up to me as the consumer to be informed about my purchases, but none of the salespeople at Best Buy mentioned these fees when I bought my Dell. And now, with the cost of the warranty and the service fee, I'm paying pretty much what I would have paid at the local computer repair shop (which also sucks).

I've been a customer of Best Buy for years, but I've never had a good experience with them. They're worse than the government and about as bad as the airlines. Best Buy, you royally suck.

Watch out, folks. My wife got me a Furrion - Aurora 43" 4K Outdoor TV from BestBuy for Christmas in November 2021. She kept it hidden until December 7, 2021, and I was stoked to set it up in our backyard. But when I opened the box, I noticed a bubble on the right side of the TV. I thought it was on the outer box, so I plugged it in and tried to turn it on. No dice. We spent a few days troubleshooting it, but it wouldn't start. Today, we decided to return it to BestBuy. As a last resort, we tried turning it on again, and it miraculously worked. But we soon discovered that the bubble on the right side was actually a break in the monitor. We returned it to BestBuy, but they told us that my wife had 72 hours from the day she picked it up to file a claim. She didn't read the fine print, so we're stuck with a $1,300.00 piece of junk. The manager, Daisy Lopez, gave us the runaround and told us to talk to the store manager to see if she could make an exception. We cancelled our credit card with BestBuy and won't be shopping there again. I used to encourage people to support local stores and not rely on online shopping like Amazon, but this experience changed my mind. Amazon has always corrected any defective merchandise for me. They operate with a higher sense of integrity. If you're going to buy something from BestBuy, read the fine print, check it right away (even if it's a gift), or have the store open it and test it in front of you. Otherwise, you might end up with $1,300 worth of garbage.

Update: Just when I thought BestBuy was a lost cause, they offered to help us. They brokered a deal to send the TV back to the manufacturer, but we have to pay for it. Then the manufacturer will assess the damage and fix it, but we have to pay for that too. It's usually cheaper to buy a new TV than to fix one, so we're looking at another $1,200 to $1,800 for the $1,300 TV BestBuy sold us. They didn't even offer to kiss me while they screwed me over. It would have been nice to get a peck on the cheek. I'm not saying you should avoid BestBuy altogether, but if you can't test the product within 72 hours, have them open and test it in front of you before you leave the store. I'll keep warning people so they don't end up with $1,300 of junk. My wife works long hours at a hospital, including on a COVID-19 floor, to get me this TV. I'm grateful for her, but she's heartbroken over this. We'll buy another TV from Amazon, where we know we can trust their integrity.

I gotta say, I'm not too happy with my recent experience with Best Buy. Now, don't get me wrong, I've had some good experiences with their stores in the past, but this time around, it was a real headache dealing with their phone and delivery/installation services.

Let me give you the rundown. My elderly mother's LG washer recently kicked the bucket, and I spent hours scouring the internet for a new one. I finally settled on another LG model that was available at both Home Depot and Best Buy, but both stores required delivery. When I called up Home Depot, the guy on the phone was upfront with me about their delivery people, and warned me that they wouldn't install the existing pedestal from the old washer onto the new one. He suggested I look elsewhere if that was a dealbreaker for me, which I appreciated.

So, I decided to give Best Buy a shot. The salesman I spoke to assured me that they would have no problem installing the existing pedestal, and set up delivery and installation for two days later. The delivery guys showed up on time, and everything seemed to be going smoothly at first. They unboxed the new washer, swapped the pedestal from the old one onto the new one, and brought it inside. But then, they ran into a snag when they couldn't get one of the old washer hoses off. They refused to install the new washer without removing the hose, and wanted to reschedule the installation, but wouldn't give me a time. Frustrated, I managed to remove the hose myself in a few minutes, but they had already left by then.

I called up Best Buy to cancel the order, but the guy on the phone offered to have it delivered and installed the very next day. I agreed, but when the new delivery guys showed up, they also refused to install the existing pedestal, citing company policy. I was getting pretty fed up at this point, especially since both the salesman and the first set of delivery guys had assured me that it wouldn't be a problem. I told them to take the washer and go, and immediately called up Best Buy to cancel the order.

That's when things really started to go downhill. I got passed around to five different people, all in foreign call centers, just to cancel the order. Each person could only cancel part of the order, so it was a real hassle. In the end, I decided to just go back to Home Depot and buy the same washer from the honest guy I spoke to before. I'll have it delivered, and I'll install the washer and pedestal myself. Lesson learned, I guess.

Overall, I'm pretty disappointed with Best Buy's delivery and installation services. It's frustrating that they made promises they couldn't keep, and that it took so long to cancel the order. I'll probably think twice before ordering anything from them again.

We ordered a washer and dryer from Best Buy/Geek Squad, which was supposed to be delivered and installed from the location we chose. The original delivery date/time was on Tuesday, November 2, 2021, between 2pm and 6pm. However, the delivery did not arrive, and we did not hear from Best Buy/Geek Squad since the calls/texts the day before/that morning confirming our delivery time. We called the call center, and they informed us that the delivery truck was at the previous stop, and we should hear from them soon.

At 7pm, we called again, but they told us that the order had been canceled for the day, and it would not be delivered. They could not tell us why it wasn't delivered. It just wasn't, and we needed to reschedule. However, we couldn't reschedule until the next day, but we will be able to reschedule for the day after that (Thurs) to have it delivered.

The next day, we called to reschedule, and we were told that the next available date for delivery is the following Tuesday, a week after the original date. We told them that it seemed unreasonable, but we were told we had no other options. Unhappily, we waited until today, November 9th.

Our window for delivery today was 7am -11am. They called at 6:50 that they were on their way. When they arrived, they grabbed the washer first, and the delivery guys (who were great, actually) showed us a small dent in the back. We said it was alright, we were promised a gift card for the damage, and they installed it.

Next, they went to get the dryer, and it had a HUGE dent in the side. Like, the entire side was caved in, and it did not look like it would function properly. The nice delivery guys advised us not to accept the item, and we agreed, so the item was not delivered.

We called to reschedule later in the day and were told we could not reschedule until tomorrow. But we received an email to reschedule prior to this. The next available delivery time is next Wednesday, November 17th, over 2 weeks after our original delivery date! We called again this evening and asked the rep to speak to a manager (after waiting on hold for 10 minutes to get to the rep). We waited on hold for 40 minutes for a manager, then the rep hung up on us with no notice. That call lasted 58 minutes total.

We called back immediately, and after another 10 minutes hold to speak to a rep, we explained we were just hung up on and still needed to speak to a manager. They put us on hold for another 25 minutes. Finally, we got a manager, and we were on the phone/on hold with him for another 30 minutes. He told us that the best he could do was have the item delivered next Wednesday, November 17th, and that there was nothing else he could do but offer us a gift card. However, he couldn't tell us for how much until we called again after the delivery is made.

Needless to say, we canceled the order for the dryer, and Lowe's will get us the same dryer tomorrow. We can't believe Best Buy treats customers like this! It was absolutely frustrating, and we lost hundreds of dollars between taking time off of work to be here for the deliveries (or lack thereof) and going to the laundry mat because it wasn't delivered on time.

We recommend taking your business elsewhere, unless you want damaged items and unhelpful, subpar customer service.

Don't buy appliances from Best Buy, folks. They delivered our appliances on time, but the person who was supposed to install our gas stove didn't have the right size fitting to install it. We were told to buy the correct fitting from Home Depot and then call Best Buy to schedule a service call for installation. I called to schedule my service call for Tuesday, March 29, 2016, from 7am to 7pm. No one called the day before to verify, so I called Tuesday morning and was told they would be out sometime later in the day. But no one showed up. I called the appliance customer care team to figure out what happened, but no one had an answer. They just told me they would assign me a case manager.

I spoke with the case manager, and he told me he would try to figure out what happened. But I didn't receive a call back the next day, so when I got off work, I called my case manager. He wasn't at his desk, so it routed to the next available person. The first person hung up on me. I called back and spoke with a very rude woman who told me the only person I could speak with was my case manager. I asked to speak to her manager, but she stated I could only speak with my case manager. She explained to me that I was at the corporate level and the only person I could speak with was my case manager. I work for a corporate company, and I know how it works. So I stated, "So you're telling me there is no one above you, you don't have a manager?" She said, "I didn't say that." I said, "You're telling me that I can't speak with anyone above you?" She said, "Correct, you can only speak to your case manager." This is the WORST customer service I have ever dealt with.

Finally, after going in circles with her, I allowed her to leave a message and have my case manager call me back. He called me back to tell me that he scheduled another service call for April 7, 2016. Over a week later... Are you kidding me?! Oh, but they won't charge me. Yeah, it was free to begin with. No favors done here. Their installation team is worthless, and their customer service is terrible. I have now taken off an entire day of work for an appointment no one showed up to or even called to tell me it was canceled, and I have spent about 2 1/2 hours on the phone trying to resolve this.

Best Buy does not care about their customers. I HIGHLY recommend purchasing any of your appliances from Home Depot. They are much more knowledgeable, have spectacular customer service, and they care about their customers.

UPDATE: After five days of dealing with this and constant contact on my part, we finally have the stove installed. The Best Buy Appliance customer care is worthless. They assigned me a case manager who didn't do anything or call me back when he said he would. My experience with the several people I spoke with was that only one out of the five was polite. The rest were rude and incompetent. This was finally resolved thanks to the managers at the Georgetown store. They called me back when they said they would and went above and beyond to get this resolved. It is sad that their "escalation team" doesn't do anything, but thankfully the managers in the retail stores do. I'm glad someone there cares. Thank you, Georgetown, TX Best Buy managers. Best Buy, my advice to you is to teach your escalation team "appliance customer care," customer service, and how to escalate an issue and give your store managers a raise.

I recently made a big purchase of over $5K on new appliances from Best Buy. Unfortunately, it took three delivery attempts for all four appliances to finally be delivered. The first delivery was on a Saturday, but I was told that a system glitch caused an error and that the rest of my delivery would be made on Tuesday. However, when I checked my order online, I saw that the other three items were shown as back-ordered, which was different from what was posted earlier.

I called on Monday to confirm the delivery, but the representative told me that it was not back-ordered and that the remainder would be delivered the next day. I also called the local store and they opened up an escalation. My escalation manager called me back and informed me that he would work to ensure my remaining item would be delivered and would be calling me back to confirm the delivery and discuss compensation.

On Tuesday, two items were delivered, but one remaining item was once again missing. I called my escalation manager and informed him of what occurred. He told me he would call me back. The next day, I received a call back with another delivery date. The manager informed me he would call me to confirm the time on Thursday for the remaining item that would be delivered on Friday.

Thursday came and I did not receive a call back from my escalation manager. I did, however, receive a call back from someone else confirming the delivery on Friday and that my manager would be calling me to confirm delivery and discuss compensation. On Friday, my final item was delivered. The following Monday, I received a call from the manager confirming if all my items had been delivered. He offered me a $100 gift card, but I informed him that this was unacceptable for the inconvenience of missing work for 2 days and having to reschedule a plumber twice due to their errors.

The manager then proceeded to tell me that he could only offer $50 per missed delivery. I asked to speak to his manager, but he told me he was the manager. In the end, I was referred to corporate, which may or may not result in anything. I will continue to pursue fair and equitable compensation and take to social media to make more consumers aware of the pathetic excuse for customer service that Best Buy is passing off.

It's interesting to note that I was surveyed for my first two interactions with Best Buy, but never received another survey once I had an escalation manager assigned. This seems like a trick to keep their customer service scores high for their shareholders.

As an update, I have received no resolution and have canceled my $5K order. I have requested that they come and pick up the items they feel they have delivered and bring them back to my warehouse.

If you're looking for a better customer service experience, I recommend speaking to a Home Depot manager. They may honor the Best Buy price and get the items to you with no additional issues.

Yo, listen up y'all! I gotta tell you about my experience with Best Buy. So, I bought an LG front loader, dryer, and two pedestals on March 15th. The dude in the store, Ernest G., was super helpful and the customer service was on point. But then, thanks to Covid-19, I had to wait a hot minute for my delivery. Finally, on April 23rd, I got an email saying they were back in business and I could reschedule. So, I set it up for April 30th between 7am and 1pm.

But when the delivery guys showed up, they were trying to install the pedestals all wrong! They had the washer and dryer flipped over on their tops and I was like, "Uh, no way, dude." I called LG customer service and they confirmed that it was not the right way to install them. So, I called Best Buy and asked for a new delivery team. They said I had to call back the next day to reschedule. I did, and finally got it set up for May 8th.

But then, when the new delivery guys showed up, they didn't even have my dryer! I was like, "What the heck, man?!" I called Best Buy again and they said they'd call me back. But they didn't. I called three times and was on hold for almost an hour total, but no one ever picked up. So, I called Amex and got the charges reversed. I told Best Buy to come get their stuff, but they never did.

Finally, on May 19th, they sent me an email saying to reschedule delivery. I called and asked them to come get their stuff, but they hung up on me! So, I decided to just go to Home Depot and get my stuff there instead.

Overall, I gotta say, Best Buy's customer service was not great. They messed up my order twice and then hung up on me when I asked for a manager. I wouldn't recommend them to anyone.

I made a purchase in-store using an Amex gift card. After the funds were exhausted the card was destroyed. I later returned the items to Best Buy and the CSR gave me a BB gift card for the first return but mistakenly refunded the second return to the gift card and could not reverse. He advised me to contact corporate. I have been trying to get the refund for three months and have spoken to at least ten BB person. BB keeps saying the money was returned to the card and they cannot "reverse". Amex cannot refund me since they need the full card number and cannot trace using only the last four digits ( on the receipts). BB claims that for security purposes they do not retain the full number. I am extremely disappointed with their customer service!

I ordered a PS5 for store pickup and I feel as though I received an open box item which I was not supposed to. The box is torn, you can tell by that the seal has been removed and replaced. I spoke with the Manager Glenda at the Potomac yards location who told me she could not do a swap because i would have to do a refund which takes 24 hours. Why couldnt this box be refunded to a giftcard and repurchased especially since I had not walked out of the store with the item? This immediately made me feel as though I was purchasing an faulty item. and I'm sure that if it turns out this product was janky bestbuy will put me through hell before returning my item for a full refund.

Best Buy

Verified

bestbuy · Instagram

Wed 7:44 PM

You sent

Last week I had some problems with my Samsung Galaxy phone which took me on quite a journey .

I went into best buy last week to the geek squat,

I had an appointment That was made for me by samsung witch to my knowledge was good , only to find out Best Buy Geek squad no longer dealt with samsung, the young man Anthony /Tony Treated me with such Disrespect I was ready to cry because I had no idea Best Buy had disassociated itself with Samsung , even though I had an appointment , after Tony/Anthony asked myself and another young lady If we had appointments which I did and had been standing there for a while she had just walked up. I stated yes, and she said no. He took her in front of me it appeared as though they knew each other . Wow. He then ask me to come over before I could finish my sentence. He abruptly said. We don't even deal with Samsung anymore. I don't know why they would make you an appointment I saw that earlier. and you didn't even buy your phone here ! I tried to let him know I didn't make the appointment that samsung had he apparently didn't want to hear what I had to say

I asked why is it he saw the appointment and didn't bother to call and say that they no longer dealt with samsung he then Posture his self as though I had Committed a crime I am so done with rude people I know it took me a while To write this comment due to the fact the words that were going through my mind were not nice

They say if you want to get the word out about people, places to go places to stay away from telegraph ,telephone or tell a woman I don't own a telegraph but I do have a telephone and I am a woman. Best Buy elk grove Calif. Is where this all took place in the geek squat line

You sent

Sincerely 6 :45 appointment samsung phone

Latrina Williams

Dear Corie,

Once again, I am left without a response, another day. BESTBUY's failure to provide a refund clearly demonstrates your guilt in this matter. It is truly astonishing how both you and your colleagues hide behind the shield of BESTBUY, refusing to address the refund that is rightfully mine. Allan assured me that such refunds exist, and he would provide proof, he was misleading me. I can only assume that this situation has been coordinated by all parties involved. Please issue the refund without further delay.

Thank you,

Robert Dirnfeld

[protected]

Purchased TV June 3 $169.99. June 13, notice price on their website is $139.99. Requested Price Match Guarantee. Was dishonored as it was a Bundle. Do not know what that means. I paid $169.99 as the retail price at that time. Shows on receipt bundle. No explanation could be given.

So it seems that is how Best Buy gets away with it as they price it as a bundle.

My package was not delivered to my address on 6/8. The picture of delivery clearly shows it was the wrong address. Rhodie updated the delivery on 6/9 stating they delivered my package which was someone's Walmart order they took from their doorstep and left in front of my house for 8 hrs, a driver later came back to retrieve that delivery. The second delivery picture shows the Walmart order and the 3rd picture is the delivery notice. After several calls over 7 days Best Buy refuses to replace the item which is only $19.99 because their 3rd party company marked it delivered. Their remedy is for me to take it up with Rhodie. I purchased directly from Best Buy not Rhodie. The fact that they take no responsibility for their delivery service not delivering my item is unacceptable. After 7 days of unsuccessful attempts to reach Rhodie, Best Buy still wont help in anyway!

On 5/31 I purchased a Toshiba 50 in television. Order was scheduled for delivery on June 2nd, I went online just to confirm delivery and the order came up as delivered on June 1st. So now on June 2nd the delivery stats says item delivered yesterday. I called customer service to see off the shipping date was accurate. Customer service told me That the order Did get delivered the previous day,. Best buy forwarded me a picture of the television displaying an individual from the wiast down. The picture doesn't have the individual person face on it. The photo doesn't show the address, nnor does it show the apartment number.. Today is now June 13th and I'm constantly getting disconnected from best buy and been given a refund reference number 4 different times. Finally was told I needed to call Roadie whom I which I called 5 times and after being on hold for an hour. The system just finally disconnected the call.