11-03-2018 08:57 PM
I recently moved to Canada from US on work, hence requested a friend to bought me the Voice Smart Portable Bluetooth Speaker and Alarm Clock with Google Assistant - Black(Model: NS-CSPGASP2) as he was visiting me. He ordered online and picked up from the Dorchester, MA BB store. When I connected the device to setup after a week of purchase, it was not recognizable from google home app and eventually lost all displays. Next morning, when I contacted BB Customer care and ended up talking to the Tech department, after spending a lot of time in troubleshooting they declared this as a faulty device and suggested to replace or return. The weird part was an extra Reset button at the bottom of device that was available only for my device – yes, neither the device in Tech department that was referenced by their personnel during troubleshooting nor the product manual had that button. The technician thought that a Beta hardware was sold to me.
Since I am in Canada and does not have an easy or cheaper way to send this to USA, Return or exchange does not seem to be an option for me. I wanted this device so bad and went through a lot of hoops to procure and now feeling helpless. Until now I had good experience with best buy purchases both in USA and Canada and never thought that this could happen – a beta device was sold. Can anyone please advise so I can find a resolution to this matter that doesn't involve me having to spend money to return an item that doesn't work and get a replacement in no extra expense?
11-05-2018 11:10 AM
Moving to a new country even if it’s a tad north can be quite the adventure. Thanks for posting to our community on this matter. We’d be happy to see what advice we can share with you on this matter.
The reset button is available on select models, but most of our troubleshooting guides do not address it has one as not all of our Insignia Voice Speakers have them. I understand it’s frustrating that this option wasn’t communicated to you upon troubleshooting your device. Also, I’m sorry that you may have been incorrect advised you received a beta device. We’d be happy to ensure that incorrect information is addressed. Can you please send us a private message with your full name, phone number, and email address? A private message can be sent to us by choosing the blue button in my signature. We’d be happy to review your conversations with our support teams.
Have you visited a local Best Buy in Canada? Their Geek Squad would be happy to see what options available, and do some further in-house troubleshooting. I understand since you had purchased it in the US, and you’re not the original purchaser your options may be very limited.
11-05-2018 08:14 PM
So, net-net, if I get a help from the Canada Geek squad at no cost and this turns out to be a faulty one, I am still dead in water. Is there any possibility for your leadership to come to me with any better options?
Posting it here since the private messaging option allows one message per day. thanks!
11-06-2018 08:53 AM
Thanks for your follow up question. I apologize that you weren’t able to send me another message privately. Sometimes errors like that an occur. Can you please clear your cache & cookies? Then upon logging back in you should be able to send me another private message without an issue.
As noted on BestBuy.com’s International Orders help guide it shares that items purchased on BestBuy.com are intended to be used, and stay with in the United States. Additionally, as I shared with you privately we’d be unable to speak to what your local Best Buy in Canada might be able to offer as assistance outside of troubleshooting and verifying it’s defective.
I was able to get more information regarding why select devices have a pin reset hole, and others don’t. The pin reset hole is available on our battery operated Insignia Voice Speakers as a power cycling option. This would be similar to unplugging your device if the one you had purchased wasn’t battery operated. I hope that helps shed a bit more light on this for you!
11-06-2018 02:49 PM
Thank you for your response, Mariah!
I now understand the limitation. This perhaps is my lesson learned on BB policies and will socialize the same with friends and families. I probably have to look for options for future purchases with more flexible fine prints. Thanks for your help so far!