Add Product

Search Results:

Reply
New Member
Posts: 3
Registered: ‎04-29-2022

Customer service is TERRIBLE! Can someone please help.

My husband and I purchased a new 55” Insignia F50 television on Monday for store pickup on Tuesday. He got it all set up on Wednesday and realized that there are features that the television should have that aren’t showing up (Air Play and Home Kit) in the device and sound tab. After rebooting, checking for new updates, and calling Insignia nothing helped. Reaching our local Best Buy by phone is impossible. After spending several hours on hold/being disconnected with customer service yesterday, my husband boxed the television back up and brought it back to the store today. Geek Squad was perplexed why it wasn’t working, they gave him an exchange and sent him on his way. Well, guess what? Second television is the same thing. After speaking to 7 (yes 7!) different people (seriously does anyone know how to actually transfer the call?) it basically seems like we are being told that nothing can be done. This is beyond infuriating and such a waste of time and money! Every single person has asked for a callback number and nobody calls back after the call drops! Not to mention the fact that in our notes, it says that a supervisor has attempted to call us 3 times, but we hang up. Not true! How difficult is getting actual support from “customer support”?! Nobody cares to help!!
Trusted Contributor
Posts: 2,709
Registered: ‎02-07-2011

Re: Customer service is TERRIBLE! Can someone please help.

Have you called insignia? What is the full model number or sku?
Highlighted
New Member
Posts: 3
Registered: ‎04-29-2022

Re: Customer service is TERRIBLE! Can someone please help.

My husband called Insignia and they told us it’s Best Buy’s issue. The model number is NS-55F501NA22.
Best Buy Employee
Posts: 2,556
Registered: ‎01-09-2015

Re: Customer service is TERRIBLE! Can someone please help.

Where did you see that this model has HomeKit and AirPlay? There are a lot of smart tvs that offer this now, but every FireTV branded smart tv I’ve installed does not offer this as a feature. I just checked the manual and product page on both Insignia and Best Buy’s website and also see no mention of it.
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***
Posts: 18,491
Topics: 3,254
Kudos: 653
Solutions: 522
Registered: ‎09-29-2008

Re: Customer service is TERRIBLE! Can someone please help.

Welcome to our community, Snshine23.

 

On rare occasions, I have had products I purchased not meet my expectations out of the box. Sometimes features I expected to be there weren't present and others, the performance was just sub par. I was unhappy to hear that your experience with your new Insignia TV did not delight you as we would have hoped. Additionally, we want your experience working with out telephone agents to result in a successful resolution and it's regrettable this was not the case for you either.

 

In researching the TV model you provide, I came to a similar conclusion as our friend jdogg836 in that the features you mentioned do not appear to be a part of this TV's specifications. I realize you have previously done so, but contacting Insignia Support at (877) 467-4289 would be your best bet for definitive information and troubleshooting for your TV.

 

If the TV is definitely not going to meet your needs, Best Buy's Return & Exchange Promise allows for the return or exchange for a more satisfactory option within 15 days of purchase.

 

If you have additional questions or concerns, please let me know. Thank you for taking the time to share your experience with us.

John|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎04-29-2022

Re: Customer service is TERRIBLE! Can someone please help.

Thank you both for responding!

When I research the model number on Best Buy, it says “Miracast and Apple AirPlay2” under the specifications -> feature -> Screen Mirroring Technology. These features are supposed to be available on all Insignia televisions after 2019. This model was made in 2021, so it should be on there Smiley Happy
Best Buy Employee
Posts: 2,556
Registered: ‎01-09-2015

Re: Customer service is TERRIBLE! Can someone please help.

Yep, I see that now. The plot thickens. Very strange, especially noting that you checked for updates. Found an old article regarding Toshiba and Insignia FireTV models adding this feature, but provided no model numbers to ensure it was referencing the same models. Very strange, wonder if it was added to the 2020 models and assumed to be retained going forward. If you have any Mac computers in the house, you can download the free app Discovery which will scan your home network for any mDNS devices including airplay and HomeKit. Should tell you if it’s really acting as one. If not, I’d follow John-BBY’s recommendation and utilize the return policy. We don’t want anyone stuck with a device that doesn’t fulfill their needs.
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***