You might want to try hanging up and calling back, that seems like a very long time to be on hold.
They don't answer the phone
Many stores now use a central phone hub store to process all the incoming calls for the area. While it usually works well, there can be glitches now and then especially during times of high call volume. I'm sorry you experienced one of those. In the future, if you have that issue, hang up and try again. You should get right through.
Use the Geek squad extension they usually answer
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