Best Buy Repair Support

[jflow1112003]

How do i escalate an issue regarding my insignia tv?  It's out of warranty, i've hardly used it, and they have determined it has a software or hardware issue that cannot be fixed.  I've had nothing but problems with this TV.  The insignia customer service supervisor says i have to talk to best buy; the geek squad tell me i have to talk to Insignia.  What's my next step?

[hockeycanuckjc Community Veteran]

You  did not give the forums the full details. What does out of warranty mean in your situation (How many days out) ?

[jflow1112003]

Hey Canuck! It was like 8 or 9 months out of warranty when I first reported it and now it’s totally dead. I understand the warranty is there for a reason but seriously, is TV quality so bad that we should assume 1.5 years into it we will be left with scrap?

[hockeycanuckjc Community Veteran]

Ok you have valid points. Electronics should last for a long time you're right. Insignia and Dynex are highly respectable brands in the electronics world and they are always coming up with responses to electronics in the major brand name electronic market with innovative solutions.

I would be upset too if the Item I bought went out much later. I had a 2DS XL that went out after the warranty was expired a couple of months later. I was upset and tried to pursue it but was out of luck.

Point being is that electronics today are not made as they were back in the day. As said Insignia is a quality brand name, but they can't predict the lifespan of each and every product. Unfortunately it sounds like you got one that did not last as long as your expectations held to it and that's a bad thing. But a sad reality in the electronics world.

The good news is that the prices of TV's have come down so much that getting a replacement may be feasable and Best Buy has great 0 interest offers from time to time with minimum payments. So you may want to look into if you already have not.

[jflow1112003]

Hi Canuck, i respect your perspective but i'm not at that point yet.  I'm super frustrated and i haven't found one person in all my correspondances that says this is what Insignia expects out of their TV.  I know i got a lemon / a quality outlier which is not my fault.  What's my next step after Insignia customer service supervisor tells me to talk to best buy and best buy tells me to talk to insignia... how do you escalate this to someone who cares?

[hockeycanuckjc Community Veteran]

Well a moderator can help you with this as this is Best Buy corporate. I am just a fellow customer just like you who offers his sound opinions and advice - Nothing more. This community encourages options and other responses.

I'm sure BBY can help you with it so you will have to wait for a moderator reply. Hang tight it can take up to 3 days.

[John-BBY Social Media Specialist]

Welcome to our community, jflow1112003.

In my experience, having a product develop a fault at any point is frustrating to say the least. I've had products that seemed to last forever and others that failed very soon after the factory warranty expired, which I think is worst of all. I regret that this has occurred with your Insignia TV and any inconvenience to you that it has created.

Did you purchase Geek Squad Protection (GSP) for your TV? Generally speaking, TV manufacturers, including Insignia, warrant their products for one year. Should a product fail, parts and labor should be covered during the warranty period. Best Buy continues to stand behind your product by offering repair options through Geek Squad, but after the warranty ends, those repairs would be at your expense unless you purchased GSP.

With that being said, if you wish to do so, you should be able to pursue service by carrying your TV in to your local Geek Squad. You can schedule an appointment by visiting We're Here to Help and selecting "Make a Reservation" under "Getting Help is Easy."

I hope this helps. If you have additional questions, please let me know. 

[jflow1112003]

Hi John,

Thanks for the feedback.  I understand there is an option to buy a warranty which I didn't buy because a low usage "quality" TV should last much longer than this.

I don't understand your comment about some TVs lasting for a long time and others breaking soon after the warranty expires.  TVs don't work off magic.  Am I alone in believing there was a manufacturing issue with this specific TV that the quality checks failed to identify and Best Buy went on to sell this defective TV to me?  This TV had issues since day 1 and i reset to factory settings almost everytime I turned it on... I literally never got through a whole movie on Netflix before it crashed and I had to do it again.  What a super disappointing experience.  And just as magically as my TV stopped working, Best Buy and Insignia just lost another customer forever.  Keep up the good work!!!