Best Buy Repair Support

[Christen]

I had an insignia 55” backlight go out 54 weeks after purchase. I called Best Buy customer service and was told I was out of warranty but my TV should have last five-six years and they would have someone from the escalation department call me.
Well, the escalations department does not have a phone number and only communicated through email...sometimes. I have never received a response sooner than 48 hours of the last response.
First I was told a replacement TV could be shipped or picked up in store. I requested to pick the TV up in store but asked for a fast response since my closest Best Buy is 64 miles away and would need to handle this on the weekend. Nope, can’t pick up in stores due to no one getting back to me so they offered to ship the TV. I agreed, nope can’t ship the TV OR pick up in stores. Now I can only receive a gift card for the cost of the TV but that will be 2-3 weeks. Here we are, one month into this, 2-1/2 weeks waiting on a gift card and no one can tell me anything because no one can speak to the escalations department on the phone.
Due to COVID everyone is working remotely so you can’t speak to a supervisor, the one time I did he lied and never returned my call as promised!
This is terrible! Why can’t a gift card be emailed electronically immediately?!
Now I dont even know if a gift card is actually coming!

[John-BBY Social Media Specialist]

Welcome to our community, Christen.

Having a product develop a fault like what you've described so soon after purchase can be quite upsetting--to which I can attest from my own experience. Having to chase after a solution is a whole other matter that only adds further to the already escalated feelings that have accumulated. I regret this has been your experience as you've sought a resolution for your TV situation.

On reviewing your circumstances, I note that you're working with my peer, Caleb, via Facebook. I encourage you to continue working with him toward a solution for your concerns.

Please know I am grateful you took the time to share your experience with us.