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New Member
Posts: 2
Registered: ‎04-18-2020
Accepted Solution

Help with tv repair.

I recently took a tv in for repair or replacement under the manufacturers warranty. It took ages to get looked at, and then I was sent a message that it was authorized for replacement, to go to the store and inform the greeter.

Went to the store and informed the greeter, he acted like he didnt understand what I wanted, but finally understood. He said he went in to talk to geek squad and they did a refund to a giftcard which is not what I wanted, I wanted a replacement set which is nearly double the price I originally paid. Cant replace it with a comparable model with the giftcard and cant buy a new one somewhere else

The warranty states repair or replacement, not refund to giftcard. I want my set repaired or replaced. Can anyone here help?
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Best Buy Employee
Posts: 1,758
Registered: ‎01-09-2015

Re: Help with tv repair.

The warranty does provide for a replacement, but only up to the total you paid for the original unit.  The funds are always placed onto a gift card or store credit to utilize on that new television purchase.  If you received an exceptional deal on the previous television, it is possible that you would have to pay the difference.  You can find the terms and conditions for your plan that spells out how we handle this and other situations here:

 

https://www.bestbuy.com/services/plans/termsconditions

 

You'll just want to pick the appropriate plan and date range. 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 2
Registered: ‎04-18-2020

Re: Help with tv repair.

It was still under factory warranty which states

During the Warranty Period, if the original manufacture of the material or workmanship of the Product is determined to be defective by an authorized Insignia repair center or store personnel, Insignia will (at its sole option): (1) repair the Product with new or rebuilt parts; or (2) replace the Product at no charge with new or rebuilt comparable products or parts. Products and parts replaced under this warranty become the property of Insignia and are not returned to you. If service of Products or parts are required after the Warranty Period expires, you must pay all labor and parts charges. This warranty lasts as long as you own your Insignia Product during the Warranty Period. Warranty coverage terminates if you sell or otherwise transfer the Product.

No where in that text does it state that I must spend more money at best buy to replace it.

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Best Buy Employee
Posts: 1,758
Registered: ‎01-09-2015

Re: Help with tv repair.

Under the Manufacturer's Warranty Heading:

 

Parts and services covered under the manufacturer’s warranty are the manufacturer’s

responsibility and are not covered by us under this Plan during the manufacturer’s warranty period. Therefore, Coverage for hardware failure described in Section 5.1 will begin when the manufacturer’s warranty expires except that if the manufacturer’s warranty does not cover one of the listed Coverage items in Section 5.1, this Plan will provide coverage on the Plan start date.

 

 

 

The manufacturer does not provide a no-lemon plan, therefore your replacement was handled by the Geek Squad Protection.  That invokes Section 5.1 and 7.  Below is the details from section 7 on how we handle that, bold and underlined section contains the relevant information:

 

 

Repair or Replacement of Covered Products. Any time your Covered Product is to be repaired or replaced in accordance with these Terms and Conditions, at our sole discretion, we have the option of:

 

a.Repairing your Covered Product (unless you have purchased a GSP-R Plan, in which case only options (b) and (c) immediately below will apply). Replacement parts utilized for repair service will be, at our sole discretion, new, refurbished, reconditioned, or non-original manufacturer’s parts that perform to the factory specifications. 

 

b.Reimbursing you for replacement with a store credit or gift card equal to the Covered Product’s current market value, as determined by us, not to exceed the original purchase price of your Covered Product including taxes.

 

c.Replacing your Covered Product with a product of like kind and quality and of comparable performance. If we replace your Covered Product, the following may apply:

  1. Technological advances may result in a replacement product with a lower selling price than the original Covered Product;

  2. Replacement products and parts may be new or refurbished (at our discretion) which meet the manufacturer’s specifications of the Covered Product or parts; and

  3. Covered Products and parts which are replaced become our property except where prohibited by law.

 

Hope this helps clear up any misconceptions.  Naturally, the plan limits the total benefit at what you paid. 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***