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Posts: 1
Registered: ‎09-03-2021

Extremely frustrated with "support" for a defective new product

I have spent countless hours on the phone and been lied to several times trying to get a new top load freezer fixed. It was bought in June 2021. The most recent time on the phone a few minute ago just resulted in them hanging up on me because I demended to speak to a supervisor or manager (after numerous unfulfilled promises of getting the problem resolved). The freezer came with an incomplete seal on the top, resulting in excess frost occurring at the air leak point. First Best Buy told me I had to work with Insignia. Then Insignia told me I had to work with Best Buy. Then I was told someone would be out to evaluate the problem, only to get an email the next day that the appointment was "canceled." 


I am beyond frustrated and do not understand how a company can treat its customers this poorly. Perhaps someone at Best Buy will read this and reach out to me. Maybe I just need to go to the BBB or start making more "noise" to get some attention. This is a sad state of affairs when a company that calims to be a leader in consumer appliances can't even take care of their customers. 

Posts: 6,661
Topics: 227
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Registered: ‎08-21-2017

Re: Extremely frustrated with "support" for a defective new product

Good afternoon, aae991,


Welcome to our community forums and thank you for taking the time to let us know about your experience getting assistance with this freezer. We strive to provide expert service no matter how you get in touch with us so I'm disappointed to hear that you've had a difficult time getting assistance from our phone agents and were disconnected on your last call. I would certainly be happy to see what options I may have to assist you with this repair.


I'd like to start out by reviewing your previously schedule appointment as well as your case history. I will need to collect some more details in order to do so. Can you please send me a private message with your:


Full name
Email address
Phone number


You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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