Manufacturer Warranties and Protection Plans

[SaltZ]

We bought a 32" Insignia LCD TV from Best Buy. Our TV will turn on, but nothing shows up on the screen, like we never even turned it on. I called Best Buy. I was hung up on twice, was on hold for a long while, and since I was getting no help by phone customer service I drove to Best Buy to talk to someone in person, but that was all a waste of time, because the girl I dealt with sucked at her job, gave me the run around and I left there with a Best Buy Customer service 1-888 number to call to see if MAYBE they could help me. We were under the impression that it was a great TV and an affordable price. We didn't feel it was necessary to purchase the coverage (which was an extra $100) along with the TV ($600), because we were told it was a so called "great TV". Since we are obviously passed the Manufacture Warranty deadline of one year by a few months we will have to pay out of pocket for it to be fixed, and from what I understand, since Best Buy thinks the screen burnt out on it, it will cost us anywhere from half to the amount we paid for it in the first place to fix it. I have also researched a lot online and there are so many people that are having the same problem we are. It makes me SICK to know that Best Buy is selling a defective product, manufacturing it, and lying to customers telling them that it's a great TV. They know that it's made cheap and that's why their coverage when you buy the TV is so much money and also why they have moved to two year warranty instead of year now. They are losing customers by selling a defective product; therefore they are losing money as a company as well. If they manufactured a TV that wasn't made so cheap, then they wouldn't have to send repair guys out constantly, or ship it to be fixed out of state, so therefore they are losing soo much money. They luck out on so many repairs, and they lose many customers all at the same time. NO CUSTOMERS! NO BUSINESS! They need to either manufacture better TVs or are prepared to let their customers exchange it for a new TV. It makes me so angry that they do this to people. We are unemployed and can't find jobs, so there is no way we can afford to fix our TV or buy a new one. We have had TV's last many years without repairs. I will never buy ANYTHING from Best Buy again. They are scammers!

[mstng87gt Trusted Contributor]

What model number is your tv and what year did you buy it.  I have 2 Insignia TV's and both are fantastic.  I personally would recommend them but I make sure to read the reviews on them as well.  My 32" is 2 years old and it was a floor model. My other TV is a 22" that had 4.8 out of 5 in the review section. The reviews for any problems were spot on which was the volume is low.

[John-BBY Community Connector]

Hello SaltZ,

I was disappointed to read about your trouble with your Insignia™ TV and your subsequent store experience, calling and visiting to discuss your TV issue.  I have had products fail on me too and it’s always frustrating and inconvenient.  Adding an unsuccessful search for options would only incite my feelings further too.

We do our best to ensure that our store associates are knowledgeable about the products we sell and the process for seeking service should the need develop.  I offer my personal apology if you didn’t get the answers you were seeking and that your store experience didn’t live up to the goals to which we aspire.

Best Buy® offers our customers Geek Squad® Black Tie Protection to provide for service if a product should happen to fail.  We don’t offer it because we expect a TV to fail, but to protect our customers and the product should unfortunate circumstances arise.  As consumers, this is the risk we all take – a product of any kind can fail at any time and if it’s after the expiration of the factory warranty and we didn’t elect to purchase a protection plan, then we are responsible if the need for repairs should develop.

If I can be of any assistance during the repair process (should you elect to proceed), please do not hesitate to 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.

I’m grateful that you took the time to write us about your experience.

Sincerely,

[SaltZ]

I don't know the model number, but we bought the TV in 2008. I have read a lot of reviews that other buyers of the Insignia TV have had the same issue as we've had. A TV should never break within 2 years. That's unacceptable.

[minervacullen]

Our's is 2 years old exactly and the same thing just happened tonight. I have heard of it happening many times, but I thought it must have been a fluke. I never thought it would really happen. Now I have an angry 3 year old and stressed out husband. We can't afford a new tv. We can't even afford to get this fixed. I am appaled that Best Buy still sells these.

[minervacullen]

 BTW The tv we had before this lasted nearly 10 years.

[John-BBY Community Connector]

Hello minervacullen,

I was disappointed to read that you're having problems with your TV.  I know from my own experience how frustrating product failures and repair situations can be.

If you purchased a Performance Service Plan (PSP) for your TV, your repairs should be covered under that protection.  If not, repairs are still available for you by calling 1-888-237-8289 for TVs larger than 30".  Smaller TVs can be carried in to your local Best Buy for service; larger ones are serviced in your home.  If you'd like, I can monitor your repair in progress, just send me a private message when the repair has been scheduled or if you need my assistance in arranging the appointment.

I'm grateful that you took the time to write us about your experience.

Sincerely,

[kath22]

hi we have the same problem and took the same root reciving no help or where we could get it fixed at a affordable price. ours was 3 weeks before it was 2 years old

seems to me they should have to fix it for free just like the car companys do.

[Nokia]

What car companies fix cars for free? Do you mean if there's a recall? There hasn't been any recall on this TV.

[rbrantg]

They're just not good TVs and the support is terrible. I had a 32" flat screen that died just after the warrantee expired. (Of course!) I spent over 30 minutes on the phone with bestbuy and insignia. The BEST the could offer was to charge me $150 for someone to look at it, forget what the repairs might cost....

Steer clear of Insignia. It's a terrible brand with questionable support at best.