Best Buy Store Purchase

[wmsamy13]

Had it for 2 hours. Just bought it.
Turned on first time and programmed, we turned it off for a while, won’t turn on again.
I read all the complaints & blogs, did all the troubleshooting & spoke w/tech support.
TV is being returned today.
Since this is a common complaint with the Insignia TV, why is BB still selling it?
Not likely we’ll buy from BB again.

[John-BBY Social Media Specialist]

Welcome to our community, wmsamy13.

There is really nothing quite so disappointing as having a fun and exciting new purchase develop a fault right out of the box. I know it only too well; it's happened to me too. To have every effort to troubleshoot the problem be without success only compounds those feelings.

As I'm sure you know, Best Buy's Return & Exchange Promise allows for the return or exchange of most products within 15 days of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Were you able to return the TV to your local store successfully?

While I understand how you might come to the decision, I regret that this experience may affect your choice of Best Buy as a future shopping destination. It is my hope that you will give us a new opportunity one day soon to provide the superior experience to which we aspire.

Please know I am grateful you took the time to write to us.

[wmsamy13]

You should have a good return policy if you continue to sell notoriously defective products. Nothing redeeming about that. Isn’t BB monitoring the stream of complaints going back to 2016 on the Insignia TV’s - all the same defect?

[John-BBY Social Media Specialist]

wmsamy13,

I certainly appreciate your feedback on our Insignia TVs. Regrettably, faults do occasionally occur, but they are not a universal condition. I have worked with numerous Insignia products including TVs since 2010 and, while some problems did occur, they were random unique issues and most were solved with a return or warranty service.

With that being said, I personally can attest to the quality of these TVs: the two I own have been functioning without issue for ten and fifteen years respectively, the oldest having been purchased before I worked for Best Buy.

You didn't mention if you were able to return the TV and possibly find a solution at your local store?

[wmsamy13]

We returned it the next day, as I noted.
“Solutions” are no substitute for selling defective products. You put the customer through more effort, on top of the defective item. You don’t need “solutions” if you sell good products.

[John-BBY Social Media Specialist]

wmsamy13,

Thank you once again for your feedback. I will ensure your remarks are made available to our corporate teams.

Thank you for writing to us.