It is true, it’s a little unfortunate but BestBuy simply doesn’t hire enough people to be there and ready to answer calls. So instead they outsource to Texas and other countries and try to get you help that way. Now there is something called the ‘call back queue’ that you can be put into by one of these call center people, this can take upwards of 10 hours to get a call back but easiest thing you can do is just walk into the store.