07-22-2021 02:01 PM
It has been a year and a half long nightmare trying to get Warranty Support to resolve my issue.
Knowing that Insigna is BestBuy's brand, I made the mistake of purchasing the 58" Insignia Fire TV on 11/28/2019. a few months into use the TV's Sound module went bad. Insignia Customer Service couldn't get the TV fixed after trying for a year (A YEAR!!). Finally they gave an Exchange Confirmation Number and advised to reachout to the BB Store and get it exchanged for a new TV. The Best Buy store refused to honor the Exchange. This was near Thanksgiving 2020. After multiple phone calls and hours long wait on phone (literraly hours long), insignia escalated the issue and finally on Dec 22, 2020 agreed to issue me a Gift Card which I could use in the BB Store but they needed my mailing address to issue the same. This was right during the Christmas vacations and unfortunately their email slipped in the huge pile of junk mails I received over the vacations. Today while cleaning up my mailbox I came across the email from insignia offering the Gift Card and I contacted Insignia Customer Service today to inquire about the same. Again after keeping me on hold for 1 hour and 13 mins, I was told that I didn't reply to the last email so they closed the case and nothing could be done now.
1. Insignia didn't honor the warranty and didn't fix my TV.
2. It took insignia 1 year to offer a resolution to my complaint. Imagine keeping a bad 58" TV in your garage for 1 year.
3. They closed the case without doing any followup. There is no followup email, no voicemail, nothing!!
4. Today, they again refused to honor the resolution (i.e. the gift card) I was offered in their last communication
If they really had the intentions of making it right, they should have honored their committment.
07-22-2021 02:51 PM
Welcome to the Best Buy Support forums! I appreciate you taking the time to reach out to us about the troubles that you had with your Insignia TV and the repair or eventual replacement. I understand that having this go on so long and still not be resolved, is not a welcome scenario.
I'd like to take a look into this to see what options we may have to assist with this. Can you please send me a private message with your name, phone number, and email address? To send the message, you can simply use the button in my signature below.
07-25-2021 10:34 AM