Best Buy & Geek Squad Policies

[kalanikoa]

Looking to return an Insignia 46" LED. 

I bought the TV back in August 2011 and it has just not been living up to the standards promised by the sales person. I feel like the quality is poor and there are constant glitches electronically.

I purchased the Geek Squad Protection Plan (GSPP) with it, and have had one repair vist, with problems still persisting. 

I would just like to return the TV and get a new one, or even get the cash back. 

Does anyone know the policies on returning TVs that have the GSPP? 

[hydrogenwv]

No return. You are outside of the return period by about 6 months. Your option now is to either contact the MFG and see if they can offer you some different options, although they will likely just want ot repair it, or have Best Buy send a tech out again to service it. 

If the TV undergoes 3 qualified repairs and needs a 4th before the BTP expires, it will be replaced under the No Lemon Policy, but that's the only way you will get a different model TV at this point.

Unfortunately, unless the Community Connector can work some magic, these appear to be your only options.

[kalanikoa]

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hydrogenwv wrote:

No return. You are outside of the return period by about 6 months. Your option now is to either contact the MFG and see if they can offer you some different options, although they will likely just want ot repair it, or have Best Buy send a tech out again to service it. 

If the TV undergoes 3 qualified repairs and needs a 4th before the BTP expires, it will be replaced under the No Lemon Policy, but that's the only way you will get a different model TV at this point.

Unfortunately, unless the Community Connector can work some magic, these appear to be your only options.

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Thanks. The only problem is that the glitches and electronic issues don't seem like enough to get a BB tech out but the TV is obviously defective. Do I still call and have them come take a look regardless of the severity of the defection? I wish I could just return the TV And get a different model with no glitches. Also, I am able to return the TV, what will my options be from there?

[hydrogenwv]

"Don't seem like enough"?  They should send a tech out regardless, unless it's absolutely obvious the problem isn't covered. The extent of the defect is irrelevent. As long as the issues are due to MFG defects and not accidental damage, you are covered.. The only exception I can think of, for TVs, is if it's a dead pixel issue with very very few dead pixels. Obviously not your issue by the sound of your post. Did they actually tell you they wouldn't send a tech out?

  A Community Connector will be by to assist you with this, but it will likely be a few business days. In that time, if I were you, I'd consider contacting Insignia and seeing what resolution they offer. It's probably a safe assumption that your resolution from Best Buy will, unless the local store you bought the TV from is willing to make an exception, be that it will just have to be sent out for repair again.

Unfortunately, If I were you, I wouldn't get my hopes up too high of being allowed a return. Chances of that are pretty slim.

[Justin-BBY Community Connector]

Hi kalanikoa, 

Hydrogenw is correct. Unfortunately, you are beyond the return period and therefore cannot return the TV. At this point, you will need to schedule an appointment with a technician to come out and take a look for further repair, or directly speak with the manufacturer for alternative options. I sincerely apologize for any inconvenience. 

Regards, 

[APR28]

If your tv is not working as intended and you purchase the extended warranty then you should be calling them for even the most minor issues.

Button sticky? call them

A barely used input not working? call them

After so many visits they will either get sick of you and give you credit for a new tv or weasel their way out of helping you by some obscure wording in the contract.

Just remember you purchased a low priced/quality tv and in return you will either get another Insignia or Dynex.

Taken the money and invest in a better tv.

[kalanikoa]

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Justin-BBY wrote:

Hi kalanikoa, 

Hydrogenw is correct. Unfortunately, you are beyond the return period and therefore cannot return the TV. At this point, you will need to schedule an appointment with a technician to come out and take a look for further repair, or directly speak with the manufacturer for alternative options. I sincerely apologize for any inconvenience. 

Regards, 

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So basically I need to have them keep returning to "fix" the issue, and when I hit the 4 visit mark I will be able to receive reimbursment for my TV in order to buy a better (not defective) one. 

Since the first time around the TV wasn't fixed, it seems pointless, time consuming, and pricey on Best Buy's part. Rather than deeming the TV defective and giving me credit to buy a better one. It's the reason I got the protection plan. 

[Justin-BBY Community Connector]

Hi kalanikoa, 

Please understand that if repairs are necessary, our licensed technicians discover how to restore your unit to working condition. Since they are the ones that work on your unit, and if your TV requires several repairs, they are responsible for determining whether you are eligible for a replacement per the terms of your coverage. As hydrogenw stated, you need 3 qualified repairs and a 4th determined necessary before your coverage expires to be eligible for a replacement. A qualified repair is one which our technicians have to physically repair or replace a hardware component. Each repair comes with a 30 day service guarantee and redo repairs, or repairs for the same issue within that time are not counted towards the No Lemon policy. For more information about the No Lemon policy or terms and conditions, you may view a sample here. I apologize for any inconvenience. 

Regards, 

[kalanikoa]

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Justin-BBY wrote:

Hi kalanikoa, 

Please understand that if repairs are necessary, our licensed technicians discover how to restore your unit to working condition. Since they are the ones that work on your unit, and if your TV requires several repairs, they are responsible for determining whether you are eligible for a replacement per the terms of your coverage. As hydrogenw stated, you need 3 qualified repairs and a 4th determined necessary before your coverage expires to be eligible for a replacement. A qualified repair is one which our technicians have to physically repair or replace a hardware component. Each repair comes with a 30 day service guarantee and redo repairs, or repairs for the same issue within that time are not counted towards the No Lemon policy. For more information about the No Lemon policy or terms and conditions, you may view a sample here. I apologize for any inconvenience. 

Regards, 

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So I just have to have my TV keep glitching out for 30 days, have someone come and fix it, and if the problem persists, wait another 30 days and call and have them come again? And repeat until I hit the magic number? 

Solid policy, I hope I don't get so frustrated with my glitchy TV that I "accidentally" throw a chair at it. 

[APR28]

They want you to throw a chair at it.