TV & Home Theater

[bjacampbell]

I have tried to contact Insignia Support for more than 6 hours. We were given a new Insignia Fire TV Model # NS-32F201NA23 as a gift. While trying to set it up, we could not get it to pair with the remote. I tried a number of things and ended up calling Amazon Tech Support. I spent more than an hour on the phone with 2 levels of support. We tried a variety of button pushes/combinations. We even did a factor reset twice, took out the batteries twice, changed the batteries, etc. We could never get the remote to flash anything but orange. It did flash differently, depending on the button combinations we pushed but always orange, when it did flash.

The remote will select the language and go backwards, it just will not pair. I can’t use the app to pair because the TV has not been set up yet, it has not been on wifi yet. Amazon Support even tried that. They even suggested trying a universal remote to see if it was the TV or the remote. I did not have a universal remote at the time.

Finally, they told me I had to call Insignia Support. The first call indicated the expected wait time was 1 hour 5 minutes. 40 minutes into the call, the music stopped as if someone answered the phone and then a few seconds later the call disconnected. I never heard anyone answer or say anything.

At that point, I went out and bought a universal remote. Just like the remote that came in the box, I can select the language, get it to go back and forward but it will not pair. I called Insignia Support again. The expected wait time this time was 39 minutes. I waited on the line for more than 3 hours and no one ever answered. This was with a 39-minute wait time.

I finally tired again a third time; this was at 8:00 pm CST. I stayed on the line for 2 hours this time. This is an entire hour past the posted customer service hours. Again, no one ever answered. There was no estimated wait time given this time.

At this point, I’ve spent nearly 7 hours on the phone trying to get assistance. 6 hours have been on hold, in one day with Insignia Support. I have tried every possible thing I can to reach out and contact you. Amazon Support says there is nothing they can do because we must contact the manufacturer.

I am at a loss. I can’t contact anyone. This wait time and lack of customer service is unacceptable. I am frustrated, have wasted a whole day, and have a product that is useless.

[Caleb-BBY]

Hi bjacampbell,

Welcome to the Best Buy Forums! We appreciate you reaching out to us here, though I'm concerned to hear that you've been having these issues with your new Insignia TV that was gifted to you. I certainly understand how frustrating it can be when something brand new isn't working how it should. For assistance with this, I recommend contacting the Insignia support team via e-mail, which you can do by visiting their support site here and clicking the "E-mail our support team" link. If they're still not able to help with this, feel free to let us know.

Best Regards,

[bjacampbell]

Hi Caleb,

Thank you for responding. I did send an email to the support team. I never received a response.

I did call back and hold again. I was finally able to reach someone. It was determined my new product was indeed defective. My faith certainly has not been restored. Now, to get my new product fixed, I am told I must take it to the nearest store which is an hour away, wait for it to be examined, which could be an hour or longer. Then, I will be told if the new/defective tv will be repaired or replaced. If it is repaired, I'll need to make a 2nd trip. Again, more than an hour away. All of this for a defective product that I purchased online. 

My experience has gone from very bad to even worse. I don't know why the customer would be expected to jump through these hoops when the product has been determined to be defective. 

[hockeycanuckjc Community Veteran]

I know it sounds frustrating. A lot of these products sold with a standard warranty with no Total Tech or Geek Squad protections have limited support as to what they can help you with over the phone. A copy of the warranty can usually be found online and woud outline your options for repair or replacement. Since Insignia is  Best Buy brand, Best Buy will stand by their product per the repair guidelines either repair it in store or send it off somewhere to get it repaired. Some warranties may allow you to send it in for repairs. 

Unfortunately in the warranty guide, these options are the only ones available to you at this time. Long drive or not.

[Caleb-BBY]

Hi bjacampbell,

I'm glad to hear you were able to get a hold of the support team, though I do understand where you're coming from regarding the hassle of having to visit a store for assistance. Unfortunately, with a TV of this size, we are only able to provide in-store support. If you do have any further issues after visiting the store, though, please don't hesitate to reach back out to us here.

Best Regards,