Manufacturer Warranties and Protection Plans

[sweetvasmile]

I purchased a Insignia TV from Best Buy on Feb. 19, it wasnt till March 27 that I went High Devention with Verizon. Once converting boxes I realized when in HD set up that the TV did not have sound on any non HD Channels. Verizon has now sent me 3 boxes and a Repair person out to my house to run testing. The results where that the TVs HD module was bad. Called Best Buy , told them the problem they told me to bring my receipt and box and they would take care of it. They hooked it up to a DVD player and said it worked fine......uh hello the DVD works  ! They then said they did not have the source to check out the TV to see the problem I was experiencing and that they could send it out and it would take a MONTH to get it back ! I was 2 weeks past the return policy ! They then gave me a number to call to set up an appointment for someone to come to the house, that person said they would have to call back in a few days after looking into it because they couldnt find anyone to service it ! Needless to say I am very frustrated with the entire situation ! 2 weeks past return and thats all they can do for me? I have seriously considered calling the local news channel 12 on your side due to the way Best Buy treated me........very arrogant like I didnt know what I was talking about ! Even hooked up a friends HD TV to confirm its not my wires, location nor verizon problem ! Its a TV problem ! Had I gone HD earlier I would have known earlier that the HD didnt work ! I had to bring the TV back home and now realize they did not put my remote or paper work back in the box ! Obviously they were worried or in too much of a hurry to get me out of there ! So here I sit with a little over a month old TV that does not work ! There is no sound on any channels that are not HD !  Sounds like a good story for 12 on your side and the local TV especially the way economny is going, I would think Best Buy wouldnt want to be upsetting returned customers !

If anyone knows of any reason why this TV is like this I would appreciate it ! The geek squad at this best buy had SEVERAL people during the time I was in there upset with them!
Thank you !

PS I was told all managers were in a meeting for the entire day !

[Elizabeth-BBY Community Supervisor]

Hi sweetvasmile,

I've asked Allan, one of our Community Connectors, to offer his assistance and respond to your concerns.  You should be hearing from him in the next few business days.

Thanks for posting!

[sweetvasmile]

Thank you for your help. However, I wont hold my breath ! Upon returning to the store to pick up the papers and remote they failed to put back in the box , I heard another customer complaining about his Insignia TV and he was getting the same attitude and frustration that I was feeling. I am still waiting on a call back from the service center of Insignia, she said 3 -4 days ! Therefore after 4 days I will be taking further action to see what can be done. I have always made my large purchases from Best Buy but after the way this has been handled I cant see ever purchasing from them again .  Internet purchasing would have gotten me the same results but lower price ! I have spoken to several people concerning this and Best Buys approach only to find they have had the same experience with customer service. 

[Allan-BBY Community Connector · Accepted solution]

Hi sweetvasmile,

I can imagine that you are very upset that your brand new TV isn’t working after less than two months of owning it, and I’m sure being told to wait is not what you want to hear. Your TV should have a one year manufacturer’s warranty on it to provide coverage on repairs needed once you are beyond the return or exchange period. It is true that we would have to have a technician look at the TV before we could get this taken care of, and I would like to see what I can do to get you resolution in this. I am sending you a private message, and to check you messages you should log into the forum and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,
Allan
Community Connector
Best Buy® Corporate