Best Buy & Geek Squad Policies

[ballerinagirl]

I'm not sure whether this is the correct part of the community to post this issue, but I have what turns out to be a common problem with an Insignia television I purchased at Best Buy and I wanted to share my incredibly frustrating experience with Best Buy and Insignia and their "customer service".

We purchased an NS-LCD42HD-09 in November of 2009 from Best Buy. According to Insignia, televisions purchased after June 7, 2009 carry an extended 2 year manufacturer's warrantly. However, when I searched my model number, it states that the warranty is only 365 days. Why?

Of course, less than 2 months after the 365 day warranty expired, the television no longer functions properly. When  we turn it on, we have what I have discovered to be a common problem with Insignia televisions; the screen tries and fails to stay on. The audio works just fine, but the picture will not stay on. Sometimes if we leave it on for 10-15 minutes and then turn it off and back on several times, the screen will stay on, but today? Nothing. It absolutely will not stay on. We've tried unplugging it, leaving it off for a few hours, leaving it on for a while, all to no avail. 

I've read that we can take it apart and try to replace capacitors, but to be honest, I am disgusted that a "trusted" brand like Best Buy would continue to sell a product that they KNOW has issues and not extend the warranty / fix the problem for free. I am also appalled to learn that I cannot take my television in to Best Buy to be fixed because at 42", it is deemed "too large" and instead, I have to pay $150 (which is for the diagnostic visit only and is not counted towards any repair costs) and take half a day off work to sit at home and wait for a technician to diagnose a problem that is well known / common. Given what I have read about the cost of paying a technician to fix this problem (in excess of $300 in addition to the $150 diagnostic fee), I refuse to throw good money after bad. 

We spoke to Best Buy in store and they indicated we had to call Insignia, who indicated we should talk to Best Buy. I tried again with Insignia and their answer was that they were sorry, but they would not honor the 2 year extended warranty, that this problem occurred outside of my warranty and that I could pay for a technician visit, but that was all they could offer. I can't take the TV to Best Buy for the Geek Squad to look at it because of the size restriction. And so, here I am... In the midst of NFL playoff & college bowl seasons with no ability to WATCH the games. 

At this point, I feel as though my only option is to save for a while to buy a reputable brand television from Costco, who has FAR superior customer service. I have been sorely disappointed with Best Buy and Insignia's "customer support", and ask Best Buy to please do the right thing and repair / replace these faulty units at no cost to the customers. The fault in the television is not with a consumable expected to wear out within this time period.

Here are the required Q&A from Insignia's website to "diagnose" the problem: 

• What is your TV model number? NS-LCD42HD-09
• If your concern occurs during viewing, in what mode does it happen (e.g. cable/satellite, gaming, over-the-air broadcasts, DVD/Blu-ray)? All modes - the screen will not stay on (it clicks off after a second when trying to power on)
• If other components are involved (e.g. a game console, home theater system, or Blu-ray player) what are they and how have you connected them to your TV (e.g. HDMI, composite, component)? It is connected to a DirecTV box only, but the problem persists if the DirecTv box is taken out of the loop (i.e. the television is connected to no other components).
• In the case of connecting a computer, what is your Operating System (e.g. Windows Vista, 7, XP or Mac OS X10.x) are you running and have you recently upgraded your software/operating system? The television is not connected to a computer.
• Is the problem intermittent or frequent? Frequent. 
• Have you made any recent changes or additions to your home theater configuration? No.

[ballerinagirl]

We purchased an NS-LCD42HD-09 in November of 2009 from Best Buy. According to Insignia, televisions purchased after June 7, 2009 carry an extended 2 year manufacturer's warrantly. However, when I searched my model number, it states that the warranty is only 365 days. Why?

Of course, less than 2 months after the 365 day warranty expired, the television no longer functions properly. When  we turn it on, we have what I have discovered to be a common problem with Insignia televisions; the screen tries and fails to stay on. The audio works just fine, but the picture will not stay on. Sometimes if we leave it on for 10-15 minutes and then turn it off and back on several times, the screen will stay on, but today? Nothing. It absolutely will not stay on. We've tried unplugging it, leaving it off for a few hours, leaving it on for a while, all to no avail. 

I've read that we can take it apart and try to replace capacitors, but to be honest, I am disgusted that a "trusted" brand like Best Buy would continue to sell a product that they KNOW has issues and not extend the warranty / fix the problem for free. I am also appalled to learn that I cannot take my television in to Best Buy to be fixed because at 42", it is deemed "too large" and instead, I have to pay $150 (which is for the diagnostic visit only and is not counted towards any repair costs) and take half a day off work to sit at home and wait for a technician to diagnose a problem that is well known / common. Given what I have read about the cost of paying a technician to fix this problem (in excess of $300 in addition to the $150 diagnostic fee), I refuse to throw good money after bad. 

We spoke to Best Buy in store and they indicated we had to call Insignia, who indicated we should talk to Best Buy. I tried again with Insignia and their answer was that they were sorry, but they would not honor the 2 year extended warranty, that this problem occurred outside of my warranty and that I could pay for a technician visit, but that was all they could offer. I can't take the TV to Best Buy for the Geek Squad to look at it because of the size restriction. And so, here I am... In the midst of NFL playoff & college bowl seasons with no ability to WATCH the games. 

At this point, I feel as though my only option is to save for a while to buy a reputable brand television from Costco, who has FAR superior customer service. I have been sorely disappointed with Best Buy and Insignia's "customer support", and ask Best Buy to please do the right thing and repair / replace these faulty units at no cost to the customers. The fault in the television is not with a consumable expected to wear out within this time period.

Here are the required Q&A from Insignia's website to "diagnose" the problem: 

• What is your TV model number? NS-LCD42HD-09
• If your concern occurs during viewing, in what mode does it happen (e.g. cable/satellite, gaming, over-the-air broadcasts, DVD/Blu-ray)? All modes - the screen will not stay on (it clicks off after a second when trying to power on)
• If other components are involved (e.g. a game console, home theater system, or Blu-ray player) what are they and how have you connected them to your TV (e.g. HDMI, composite, component)? It is connected to a DirecTV box only, but the problem persists if the DirecTv box is taken out of the loop (i.e. the television is connected to no other components).
• In the case of connecting a computer, what is your Operating System (e.g. Windows Vista, 7, XP or Mac OS X10.x) are you running and have you recently upgraded your software/operating system? The television is not connected to a computer.
• Is the problem intermittent or frequent? Frequent. 
• Have you made any recent changes or additions to your home theater configuration? No.

[cr_client]

According to the information I found on Insignia's webpage, "We are extremely pleased to announce that new Insignia™ televisions purchased on or after June 7, 2009 now carry a two-year manufacturer’s limited warranty.  This extends to all products with a model number ending in “10A.” " (emphasis mine).

Unfortunately, your TV model ends in "09", which indicates that it was a 2009 model, and not a newer 2010A model which would carry the additional year of warranty.

Almost every manufacturer, including "reputable" (not sure what that means) brands such as Sony, Samsung, etc., has a 1-year warranty, which is why Insignia touted the new warranty on newer models as a breakthrough in the market.  All TV manufacturers have issues from time to time, and, as they say, "they just don't make them like they used to," which is unfortunate, because both of my super-heavy tube-based TVs are still working just fine, and the old 13" tube TV I had in my house survived a fire in working condition, even though the shell was completely melted.

[John-BBY Community Connector]

Hello ballerinagirl,

I know from my own experience how frustrating it can be to have a product fail after the expiration of the factory warranty.  When it happened to me I felt, as you do, that the manufacturer had let me down and I based future buying decisions on the experience as many people do.  That resolve didn't didn't stop me from being unhappy about the situation, however.

What cr_client has stated about the manufacturer warranty for Insignia TVs is correct: the two-year factory warranty became effective with the 2010 model year TVs and is not based on purchase date.  The TV you own only had a one-year warranty.  That doesn't mean that you're stuck however; as you've pointed out, service options do exist if you elect to avail yourself of them.

It is because there is a risk that products might not last far beyond the manufacturer warranty coverage that Best Buy offers Geek Squad Black Tie Protection for them.  Unfortunately, Best Buy cannot offer covered repairs after the warranty has expired unless you also purchased a protection plan.  

It's my hope that your TV repairs are a prompt success if you elect to pursue them.  I'm grateful that you took the time to write us about this concern.

Sincerely,

[JamSauce]

Well I guess I'll join the club. I just had the same experience to a T! I purchased a NS-LCD42HD a few years ago. Last week the picture started shutting off after 20 min to an hour of being on. I checked all cables and disconnected all cable boxes and started checking one by one. The picture goes off on all inputs. I called Best Buy and the customer service person went through a series of questions and said it just sounded like a component not the board and this is a common problem with this brand of TV. They promptly gave me the number to geek squad. Geek squad customer service could not tell me anything other than it was 150.00 to come out and take a look at my TV plus parts and labor. I too asked if I could bring it in because I'm literally in there once or twice a week already. They told me that it was to large and the would recommend in home service. I completely understand how you feel. I have bought so much equipment from best buy not including CD's DVD's, games, gifts etc.. I feel cheated Best Buy, why are you selling your products to loyal customers when you know they wont last?

[Allan-BBY Community Connector]

Hi JamSauce,

I really am sorry that your Insignia TV is now broken after purchasing it on 12/9/2007, and I can certainly understand you not wanting to pay for the repair of the TV. I can also see why you wouldn’t understand why we couldn’t send the TV off to be serviced from you local Best Buy® store given how often you are at the store.

As is the case with the vast majority of manufacturers Insignia provided a one year warranty on this model, and would only guarantee this TV be free of defect for that amount of time. We want our customer’s to have somewhere to turn to beyond the manufacturer’s warranty, and this is why we provide them the option to purchase a service plan that goes beyond these warranties.

The representative in the Geek Squad® that you spoke to over the phone is correct that our stores don’t have the ability to send a TV 37 inches or larger out to a service center, and the only option we could provide you would be to send a technician to your home. This agent was also correct that we charge $150 trip charge, and the repair cost would include the cost of labor and parts.

I can promise you that we would never knowingly sell any product that we knew would fail before it should, but I should point out that as is the case with almost every TV manufacturer they are only warranted to be free of defect for the period of one year. This does not mean that they will all fail right after this one year period is up, but to be honest some of each model will.

If you want me to set up an in home TV repair appointment for you just send me a private message requesting this. To send me a private message just click on the link in my signature. I truly do wish you the best!

Thanks for posting,

[bamcal07]

JamSauce wrote:

Well I guess I'll join the club. I just had the same experience to a T! I purchased a NS-LCD42HD a few years ago. Last week the picture started shutting off after 20 min to an hour of being on. I checked all cables and disconnected all cable boxes and started checking one by one. The picture goes off on all inputs. I called Best Buy and the customer service person went through a series of questions and said it just sounded like a component not the board and this is a common problem with this brand of TV. They promptly gave me the number to geek squad. Geek squad customer service could not tell me anything other than it was 150.00 to come out and take a look at my TV plus parts and labor. I too asked if I could bring it in because I'm literally in there once or twice a week already. They told me that it was to large and the would recommend in home service. I completely understand how you feel. I have bought so much equipment from best buy not including CD's DVD's, games, gifts etc.. I feel cheated Best Buy, why are you selling your products to loyal customers when you know they wont last?

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A three and a half year old tv? Now I definitely sympathize with the OP because it was just barely outside of the original year. But with yours, like it was previously stated, pretty much every TV manufacturer minus Insignia have a 1 year warranty, including my Sony that is currently sitting in my living room. Insignia gives you two years. Yours is WELL outside of either the standard or even the Insignia one.

Frustrating that it would go out? Yes. Should something be covered that is a year and half past the manufacturer's warranty when no additional coverage was purchased? More than likely not. No offense. 

[JamSauce]

No offense taken. Even though 4 years on a tv is still unacceptable quality. All I'm saying is, when I spoke Customer service they said"this is a common problem with this brand of tv." and i received more run around then helpfulness. Truthfully I'm glad I didn't purchase the extra warranty because it wouldn't have done me any good.. It would have been just out side the time limit which in turn best-buy would have had more of my money and I would still be looking at a broken tv. Eh..it doesn't do any good to complain, what choices do I have? Toss this one in the garbage and buy a 19 inch? Wait a few weeks until I can get it repaired? Who knows...All I know is I'm disappointed and may think twice before I use the insignia brand again.

[AaronE]

Just FYI the "this is a common problem with this brand of tv" is actually a falsehood. Insignia is one of BBYs house brands but they contain parts made by the other major TV manufacturers. So while the TV says Insignia on the outside its internal components may be from Samsung, Toshiba, Sony, etc.

As far as your specific issue with the TV; I've had similar problems with a Samsung LCD I owned and even a TiVo HD. In both cases the power issues were a result of a faulty power supply/power board and its capacitors.

All electronics have a 100% failure rate over time. It's less a matter of if it will break eventually but when it will break. At least when my stuff breaks I accept it, rip it apart and see if I can fix it. Both the aforementioned broken electronics I fixed myself and they're still working to this day (yup I'm a geek through and through).

[QuantumThunder]

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JamSauce wrote:
Truthfully I'm glad I didn't purchase the extra warranty because it wouldn't have done me any good.. It would have been just out side the time limit which in turn best-buy would have had more of my money and I would still be looking at a broken tv. Eh..it doesn't do any good to complain, what choices do I have? Toss this one in the garbage and buy a 19 inch? Wait a few weeks until I can get it repaired? Who knows...All I know is I'm disappointed and may think twice before I use the insignia brand again.

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How would it have not done you any good? You could have purchased 4 years of protection which would have fixed the problem and I 100% guarantee they offered you and you declined it so how is it best buy's fault that you were offered a solution to prevent things like this and you said no? Every tv is warranted to function a minimum of 1 year, hence the 1 year manufacturers warranty.