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New Member
Posts: 5
Registered: ‎03-02-2021

Insignia USB cable melted and burnt my carpet floor

I have an Insignia USB cable that I was using to charge my Samsung Galaxy phone. Last week, I left the USB cable lying on the carpet floor after charging my phone. Right before going to bed, I noticed a burning smell and saw that the USB cable melted and burnt a hole in my carpet floor. This could have resulted in a fire if I didn't catch it. I already reported this to the Insignia support team and have sent them pictures of the melted cable (showing the Insignia logo) with the burnt carpet still on it. Unfortunately, I have not heard back from them anymore. I now have a melted USB phone cable and a burnt carpet hole in my house. This is a fire hazard and waiting for your reply.

Posts: 88
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Solutions: 2
Registered: ‎11-29-2016

Re: Insignia USB cable melted and burnt my carpet floor

Hello there, bogartz,

 

Thanks for joining our community forums!

 

What you have shared here is certainly concerning. You have taken the right steps by contacting and reporting this to Insignia. You should expect a follow up with their findings and next steps. However, feel free to check with them if need-be.

 

All the best!

Andy|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-02-2021

Re: Insignia USB cable melted and burnt my carpet floor

I still have not received any reply from Best Buy. I have decided to raise my issue to the U.S. Consumer Product Safety Commission (CPSC) to investigate this issue. This is a fire hazard and might save others from harm if this was investigated properly. So right now, I still have a burnt carpet and a melted phone cable. 

Posts: 18,320
Topics: 2,994
Kudos: 582
Solutions: 501
Registered: ‎09-29-2008

Re: Insignia USB cable melted and burnt my carpet floor

bogartz,

 

Thank you for the update. I'm truly unhappy to hear that our partners at Insignia Support didn't get back to you as anticipated.

 

I would like to escalate this on your behalf personally through Insignia, but will need some information to begin. If you will please send me a private message that includes the following, I'll get started:

 

  • Your full name
  • Your telephone number
  • Your email address
  • Your BestBuy.com order number that included the cable, or
  • The Customer Service PIN from your store purchase receipt (if you have it)
     

To send me a private message, please click the button labeled "Private Message" in my signature below. 

 

I look forward to hearing from you.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-02-2021

Re: Insignia USB cable melted and burnt my carpet floor

Just to let you know that I sent a private message to John-BBY.

New Member
Posts: 5
Registered: ‎03-02-2021

Re: Insignia USB cable melted and burnt my carpet floor

After not hearing back from Best Buy, I contacted the Insignia support via their website several weeks ago and have a few interactions with them. As I did not want to surrender the melted USB cable to Insignia Support, I was then transferred to Sedgwick who handles their property damage claim. Sedgwick was able to retrieve the duplicate receipts of the product and forwarded it to Huatai P&C Insurance, which is the manufacturer's (Luxshare) liability carrier there. I have replied back to Huatai P&C Insurance about their information request. Is this normal procedure that the end customer has to deal directly with the manufacturer's Liability Insurance carrier in China?

Posts: 18,320
Topics: 2,994
Kudos: 582
Solutions: 501
Registered: ‎09-29-2008

Re: Insignia USB cable melted and burnt my carpet floor

bogartz,

 

Thank you for the update. I apologize for this tardy reply.

 

I was gratified to hear you'd been working with Insignia, though I am sorry to hear about the wrinkles you've encountered.

 

To answer your question, once a claim has been referred to Sedgwick, we do recommend that you follow their advice or instructions. Since you have already been in contact with the party they designated, I encourage you to continue working with them toward a resolution.

 

Thank you for writing to us.

John|Social Media Specialist | Best Buy® Corporate
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