Manufacturer Warranties and Protection Plans

[madashellEd]

I purchased an Insignia NS-LCD37 in December of 2007.  On January 2, 2009 - the screen started flashing.  I called the geek squad to have them come out and make the repair.  The repairman said the he could not fix the TV - because the part was not available to him - and what was available cost $1000.00. (Please bear in mind I only paid around $900.00 for the TV.  (AND NO I DID NOT GET THE EXTENDED WARRANTEE- FOR and additional $250.00) - i could not afford it. 

He instructed me to call a geek squad manager - because sometimes you will get a manager that is sympathetic and understands, and maybe they would be able to help me out.

On 1/19/09 I called. I did not get a sympathetic manager I got a lady who could give a crap about my predicament (id number 205444) who's only response to the fact that you guys sold a product that you could not fix - was well you should have bought the warranty.  She told me it is a manufacturer's issue - and I need to call and talk to them.  I have never be treated so flippant in my life, about something that took a long time to save up for.

So I called Insignia as instructed.  They took all of the info - and directed me to parts search.  And guess who answers the phone at parts search - but best buy parts - who now miraculously has the part available.  So I ordered in on 1/19/09. 

The part at the time was back ordered until 2/3/09.  Since this time i have had my delivery date backed up 3 times.  4 days ago I was informed that it is still on back order, and will be until 3/26/09.  OVER TWO MONTHS WAITING FOR A PART. 

I am getting extremely mad.  ESPECIALLY when you consider that the reason that the part is probably on back order is because it is defective - and there is a run on them now.  The bad luck for me is that mine lasted through December - so that it was not under warranty anymore.

You guys have been no help, very unfriendly, and I am very regretful that I ever purchased an Insignia TV, as well as purchasing it from your company. 

I have asked repeatedly for a contact from Insigna from you guys - so that i can yell at someone that might do something.  I still do not have a contact from your company. 

Can you help me?  Or are you also going to let me hang - and be no help. 

My Part Order number 10260778

Ed

[NicolleHTPRO]

As being a Best Buy employee I have customers ask for my opinion daily. The first thing I tell them is, before even looking at a tv, you should FIRST make sure you can afford the protection plan on the tv.  If you cant, you might want to consider a Best Buy Card for finacing to help pay.

We are all non-commision at Best Buy, so reguardless if a customer gets the plan or not, it makes no difference in my paycheck.

But I've see what happens when customers who buy the plan, and customers who do not. 

And of course not every one believes in protection plans on tvs.. but I truely and honestly believe they are worth it. I've worked in Home Theater for 2 1/2yrs and let me tell you, tvs can do some pretty strange things! 

Reguardless, I do wish you the best of luck with your situation. I hope your problem is quickly resolved.

[madashellEd]

Thank you for the encouragement - 

But I did not buy the extended warranty - and I am willing to pay to fix the TV - because I did not buy the warranty - but I am getting no where.  Nor will they send me the part.  I should not have to wait 2 months to get my TV fixed.

Thanks though - do you know anyone that can help?

[Elizabeth-BBY Community Supervisor]

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madashellEd wrote:

I purchased an Insignia NS-LCD37 in December of 2007.  On January 2, 2009 - the screen started flashing.  I called the geek squad to have them come out and make the repair.  The repairman said the he could not fix the TV - because the part was not available to him - and what was available cost $1000.00. (Please bear in mind I only paid around $900.00 for the TV.  (AND NO I DID NOT GET THE EXTENDED WARRANTEE- FOR and additional $250.00) - i could not afford it. 

He instructed me to call a geek squad manager - because sometimes you will get a manager that is sympathetic and understands, and maybe they would be able to help me out.

On 1/19/09 I called. I did not get a sympathetic manager I got a lady who could give a crap about my predicament (id number 205444) who's only response to the fact that you guys sold a product that you could not fix - was well you should have bought the warranty.  She told me it is a manufacturer's issue - and I need to call and talk to them.  I have never be treated so flippant in my life, about something that took a long time to save up for.

So I called Insignia as instructed.  They took all of the info - and directed me to parts search.  And guess who answers the phone at parts search - but best buy parts - who now miraculously has the part available.  So I ordered in on 1/19/09. 

The part at the time was back ordered until 2/3/09.  Since this time i have had my delivery date backed up 3 times.  4 days ago I was informed that it is still on back order, and will be until 3/26/09.  OVER TWO MONTHS WAITING FOR A PART. 

I am getting extremely mad.  ESPECIALLY when you consider that the reason that the part is probably on back order is because it is defective - and there is a run on them now.  The bad luck for me is that mine lasted through December - so that it was not under warranty anymore.

You guys have been no help, very unfriendly, and I am very regretful that I ever purchased an Insignia TV, as well as purchasing it from your company. 

I have asked repeatedly for a contact from Insigna from you guys - so that i can yell at someone that might do something.  I still do not have a contact from your company. 

Can you help me?  Or are you also going to let me hang - and be no help. 

My Part Order number 10260778

Ed

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Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[John-BBY Community Connector]

Hello madashellEd,

I was disheartened to read about your experience seeking repairs and parts for your Insignia TV.  I know that I would be frustrated too if my 15-month old TV was not functioning!

I have found that one of the biggest letdowns is when a product fails just after the end of the factory warranty period.  I think at one time or another it’s happened to us all.  It’s for this reason (among others) that Best Buy® offers our customers Geek Squad® Black Tie Protection: so they are not left to hang if the product fails after the warranty expires.

For customers like yourself who elect to not purchase a protection plan – for whatever reason – Best Buy® and Geek Squad® offer service for your products.  The offering of service doesn’t guarantee that the repair can be completed or that the parts will be available from the manufacturer, however.  Best Buy® and our partner PartSearch do our best to make sure that your part order is filled as promptly as possible.  Unfortunately, backorders do occur and some of them can be long term.  While this is rare, it can happen as you’ve witnessed.

I have some additional information for you about this situation, so please watch for a private message from me.  To check your forum inbox, please sign in with your user name and password and click the envelope icon in the upper right.

Sincerely,

[taybet]

John-BBY

I am also having the same issues with my Insignia LCD Flat Screen.  I also, didnt purchase the extended warranty and would be willing to pay for the part to fix the TV.

Could you please foward the info to me about getting the replacement part?

Thanks,

Brian

[John-BBY Community Connector]

Hello Brian,

I’m disappointed to hear that you’re having trouble with your Insignia TV.  I know how frustrating it can be when a product upon which you depend suddenly stops working.

If your TV was purchased less than a year ago, I’d recommend calling to schedule a service appointment as it’s likely that the repair would be covered (consult the manufacturer warranty for coverage).  If you’re outside the factory warranty, a Geek Squad® appointment is still recommended so that diagnostics can be completed and you know exactly what part is needed.  Most of the time, the Agent can order the part for you and return to complete the installation.  You may call 1-888-237-8289 to schedule service or to order the part yourself. 

You can also order the part online through BestBuy.com if you wish.  Best Buy’s partner, PartSearch, fulfills your part orders, usually quite promptly.
Once the part is received, another Geek Squad appointment can be scheduled for the installation of the part and you should be set!

I hope this helps.  If you have any additional questions, you’re welcome to reply here or send me a private message.  To send me a private message, click on my user name and then on “Send this user a private message” under Contact on the next screen.

Thank you for writing!

[madashellEd]

Dear Brian,

Let me tell you it gets a lot worse.  Insignia is the "house brand" for Best Buy.  Best Buy is the only retailer and the only supplier of parts for this TV.  I ordered this part on 1/19/09.  It is now back ordered until tallest 4/13/09.  90 days I have waited for this part.

Their is nothing that they will do for you.  they do not care that your TV does not work and that they are the only place that you can get it fixed.  The geek squad can not do anything for you because they can not get the part.  NO ONE CAN.

I have called parts no less than 7 times, best buy customer relations 3 times, and Insignia 3 times.  None of them care that my 13 month TV is broke - and that no one can fix it.  Insignia blames Best Buy, and Best Buy blames Insignia - but since Insignia only sells to Best Buy - ultimately it is Best Buys fault - but they do not care.

Sorry bud, but you and I got royally screwed, and their is nothing that they will do for you but tell you to wait for the part.  Hopefully you will not have to wait 90 days (or more) like me.

Your friend without a working TV

MadashellEd

[taybet]

Ed,

Thanks for your reply.  Thankfully, my tv is still working and is still very watchable, but the flickering has gotten worse.  Did JOHN-BBY ever send you that private message that he had talked about in his previous response to you?  If so, could you send it my way?

What price did they give you for that part?

Thanks again for your help!

Brian

[madashellEd]

His "personal" reply was that the part is on back order.  He was nice about it - but there is nothing that he could do.

The part costs like $ 236.00.  Who know how much it will actually cost by the time they get it to me.  It is obvious that their is a major problem with the TV - that it is on back order this long. 

The latest thing I have tried is to write a letter to the Vice President of Customer Relations at Best Buy Corp..  To see if he will get me a new TV.  There is no guarantee that they will even get me the part on 4/13.  They have changed this date up 6 times since 1/19/09.

If you want to place the part order you can call the best buy regular number and ask for parts search.  they can place the order for you - put who knows when that will actually happen.

Ed