Geek Squad Best Buy review: Get my kindle pad fixed!

I have paid yearly for computer service for years but you cannot get through for them to help. I have even had someone to my home and he didn't help. I pay it to have phone or in house service because I am 83 and 60 miles from a Best Buy. This morning again I was told either stay on hold 30 minutes or bring it into the store. I ask to have someone call me back I was told bring it into the store. While I was explaining why I could not (again) I was hung up on. Why am I paying so much and no service.