Manufacturer Warranties and Protection Plans

[bag0212]

I bought a 22” LED Insignia TV (model #NS-22E730A) last July through BestBuy.com.  Last week the picture display stopped working, so I brought it into my local Best Buy store in Iselin, NJ.  I was told it had to be sent out for service and I would be contacted once it was completed.  After about a week I was informed that it couldn’t be fixed and to go back to the store for a replacement.

Back at the store I was told by a Geek Squad manager that the TV had been “junked out”.  He looked up my order from July 2011 and said I was due $179.99 plus tax, a total of $192.59.  He printed up some paper work which he told me to take to the TV department to get a new TV.  I proceeded to the TV department and a store associate told me the Insignia TV that was “junked out” was no longer manufactured and they had none in inventory.  The associate said my only choices were a 22” Westinghouse or a 22” Samsung.  I decided on the 22” Samsung TV and took it to customer service.  The girl behind the counter took my paperwork and punched the information into your system.  After about ten minutes, and her conferring with another associate, she says my only option is the 22” Westinghouse TV which happens to be the same price I paid for the Insignia.  The only problem was I didn’t want the Westinghouse. When I hear Westinghouse I think of refrigerators, not LED TV’s.   I bought the Insignia for your brand name and the 2 year warranty that comes with it.  I don’t feel that I should have to settle for something less than what I had before.  It’s not my fault the TV failed.

I asked to speak with a store manager. The person who showed up said his name was Louie.  After he was filled in by the customer service agent he said the store policy is that “if there isn’t a direct replacement I would have to take the Westinghouse or $129 in store credit” which he said was the fair market value of the “junked out” TV.  When I told him the Geek Squad manager said it would be $192.59, he asked who quoted that.  I pointed out the associate and he went to talk to him.  After about five minutes he came back with no response as to what the Geek Squad manager had said to me.  I expected at least a “yeah you were right, sorry”.  He said nothing about that but said I’m doing you a “favor” giving you store credit for $192.59.  I said to him I don’t want store credit, I want a replacement TV of equal value to what I had before.  I asked about a 24” Insignia LED (an upgrade) that was in stock for $239, and he said if I wanted that I would have to pay the difference of $60.  I offered to split the difference and pay $30 more.  His response was NO; it’s either paying the full $60, the Westinghouse or the store credit, and no other options.  So I took the store credit and decided to vent here.  This manager has no people skills!!!  He is a poor excuse for a manager.  It is amazing how everyone who works there had a different interpretation of the warranty policy!  His take it or leave it attitude is not a nice response from someone who is supposed to care about customer satisfaction!!!  What he needs is retraining on how to deal with Best Buy customers.  What he doesn’t realize is customer satisfaction makes your business.  Ask Circuit City if you don’t believe that.

[Mbrguy Emerging Expert]

He shouldn't have had any attitude, but the options he gave you were the options available to you. You can get the value of a replacement in store credit and put it toward another TV. If the other TV is more expensive, you would be responsible for paying the difference.

As for the manager's attitude, a Community Connector should be in within a few business days and can let the other management at the store know of your experience.

[APR28]

Can't speak for the attitude of the manager as some people are more sensitive than others but it seems like paying the extra money for the Samsung or bigger Insignia was a fair deal.

[kst8no1]

My Ford F150 broke down an doesn't work so I want it replaced with that BMW over there..and I don't think I should have to pay any difference.

Yea OP that make sense ;p

[Ryan-BBY Senior Social Media Specialist]

Hello bag0212 -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Allan-BBY Community Connector]

Hi bag0212,

I’m sure it was disappointing to leave this store without a replacement TV, and I can certainly understand you being upset with how this was handled. Although we are not always able to meet a customer’s expectation we should handle their concerns with the utmost professionalism.

The store should have replaced your TV with the most comparable 22 inch LED TV we currently carry that doesn’t exceed the original purchase price of your Insignia TV. If the cost of the most comparable TV is more than you originally paid for your Insignia TV the store should issue you store credit in the amount you originally paid for this TV.

It does sound like the store did end up issuing you store credit in the amount that you originally paid for the 22 inch Insignia, and you can then use this credit towards the purchase of any replacement TV you want. It looks like we carry five 22 inch LED TVs. I truly wish you the best!

Thanks for posting,