Home & Appliances

[jsargo]

Hello,

I purchased this freezer 3 days ago.  I let it sit overnight, then plugged it in.  The manual says to wait 3 hours before putting in the food.  I waited 4 hours.  My food is slowly defrosting as the freezer is not getting cold enough.  I have it on Max and have removed some items, thinking it might have been too full.

I have been trying to call the Insignia help line all morning and I either get disconnected or a recording that says no one is available to help me.

Where can I get help before I lose all my food?

Thanks

[John-BBY Social Media Specialist]

Welcome to our community, jsargo.

I'm at a loss to explain the difficulty you've had contacting Insignia. However, I do recommend contacting Insignia Support between 8 a.m. and 9 p.m. Central Time at (877) 467-4289 for assistance troubleshooting your new freezer.

Alternatively, you may wish to return it for a refund or exchange. As you may 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). 

I hope this helps. Thank you for writing to us.

[jsargo]

Thanks, John

After the frustration of not getting through on the phone, I emailed Insignia and did get a reply.  We tried several different things and finally came to the conclusion that the freezer is defective.  We'll be driving it back to Best Buy in the next few days (it's a 45 minute drive from our house).