Hello,
I bought my 50 Inch Insignia Plasma TV on January 26th from my Best Buy store in Murray, UT (actually picked the TV up from the store in Sandy, UT as they were out of stock in Murray). On 2/11/12, there was a loud popping noise, the screen went blank and now the screen has what appears to be an internal spider crack in it and the TV does not work. There is no external crack, nor can you feel anything on the external part of the screen. The volume continued to work for a short time after, but now nothing works. When you power on the screen, the screen flashes, there is bright light where the crack is and then nothing. Again, it appears that the crack is on the internal panel as there is no crack on the outside of the screen.
I cotacted Insignia Customer Service on 2/13 and was given the following case number for further reference: {removed per forum guidelines} - Insignia Customer Service advised me to contact the Geek Squad and that there should be no problem in either fixing or replacing my TV.
I contacted the geek squad by phone on 2/13 and was advised by the representive that I had two options -
Option 1 - have the geek squad come out to the house and diagnose the problem
Option 2 - return the TV to best buy for either an exchange or refund
I selected option 2 as the TV was only 17 days old......I advised the rep that I would return the TV to Best Buy and (I think her name was Amy) marked that in the call notes. I then took the TV back to Best Buy only to have the store manager tell me that even though Geek Squad told me to return it, they would not accept the return without a Return Auth Code.
I then spent nearly two hours in the Murray, UT Best Buy on the phone with Insignia and the Geek Squad and with the store MOD Phil (who was extremely rude and unwilling to help at all). I spoke to numerous "supervisors" at the Geek Squad (Rebecca, Tammy) , all who confirmed my earlier call to Geek Squad (Amy) and that I was advised that one of my options was to return the TV, but all said they could not provide a Return Auth Code that would allow me to return the TV. I was then told that in order to have the Geek Squad come out to my house, it would be $150 charge to basicall determine if the TV was damaged by me or if it was manufacturer defect. Really??? I would have to rely on a Geek Squad rep to determine if I damaged the TV, at a cost on $150? I have two other flat screen TVs in our house that we have had for in excess of 5 years, both of which have made two cross-country moves with no damage what so ever.
So basically, I followed the process and directions that I was given, and I am still sitting with a non-working TV that is still less than 30 days old.
I am looking for Best Buy to stand behind their word. I was told that I could return the TV because I was within the 30 day window of purchase. But when I went to return, I was denied. This is extremely poor service.
Because of this lack of service, I will not be making any further purchases from Best Buy from this point on.
I would like to have my purchase refunded as a brand new TV should not have done this and Best Buy should stand behind the word of their employees.
Thank you.
Ryan-BBY
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