Televisions & Home Theater Accessories

[Moody711]

My name is Scott. I have been trying to get someone to help me for the past 3 days and all I keep getting is people putting me on hold and transferring me to the wrong department and no one seems to want to help me, so I turned here. Here’s my dilemma…

I purchased a 50” Insignia TV at my local Best Buy exactly 1 Year and 10 days ago now. My television picture randomly stopped working Monday afternoon (can ask Alexa to change apps/inputs and she says ‘ok’ so I know it’s picture). Not knowing or thinking much of it I gathered my receipt and boxed up the TV and drove it to the store.

Upon arrival I was informed I did not have a product protection plan (which I was sure I had purchased but all I had was an exchange receipt. In the original transaction they forgot to bundle my Echo Dot so that could have been where that ball dropped…) and that there was “absolutely nothing they could do”. So I walked the TV over to Geek Squad and was told the same and also since it’s a 50” TV it would have to be looked at in home.

So I called customer service from the store and between hold/wait times I was on the phone for 4 HOURS!! The rep told me basically the same thing on the phone at which point I asked to speak to a supervisor. After another 25 min hold I was transferred to someone who identified themself as “Insignia Customer Service” who took my info and somehow was able to schedule an in home Geek Squad appointment for today. He stated the rep would come and first and foremost try to fix the TV, but if they could not then they would “honor the manufacturer warranty and replace the TV”. I thanked him and hung up after being provided an “appointment order number”.

The Geek Squad rep called me yesterday to get more info and after speaking to him he said without a product protection plan or some other plan he tried to sell me for $100, they can’t come fix it. I provided the only number given to me during the conversation Monday, but to no avail, again “nothing they can do”!!

As of Monday my TV was 7 days past the 1yr manufacturer’s warranty, or only 372 days from purchase. I remember a year ago asking for the extended warranty or protection plan to be added which it was not as they even forgot to add my bundled promo item!

I am just trying to get my TV fixed or replaced! I spent a lot of money on a Best Buy brand product because I love the store and the selection there. I have enjoyed one year out of the beautiful TV which has now become a paperweight because no one is trying to help me. I just keep getting brushed aside and told “Sorry”. I don’t know where else to turn and I’m just really hoping someone can help me. Thank you for your time and I hope I didn’t ramble too much.

Scott

[Ravi-BBY Social Media Specialist]

Hi, Scott,

Thanks for reaching out to us here on Best Buy Forums. I can certainly understand needing to get adequate support on your product.

In general, most products are covered by the Manufacturer's Warranty for at least a year. If you have an active Geek Squad Protection Plan on the unit, Best Buy can assist directly with fixing or replacing the product. 

I would be happy to take a closer look into your account and better advise you of your options. To get started, please send me a private message with your full name, phone number, and email address, along with the relevant Customer Service PIN from your receipt or Order Number.