I am blogging this and have sent this to the Better Business Bureau
My complaint is regard to the lack of professionalism in regards to repair/service. I purchases an Insignia LCD TV in January of 2006. The TV ceased to operate correctly in the beginning of October 2006. A Service Agent verified that the TV would not turn on with his visit on October 10th, but would not do any further diagnose. I was told that certain parts would be ordered and should be in within a week so that the TV could be repaired.
Two weeks from that date I was informed on my voicemail that the parts were on back order. I was not informed of the estimated date of repair, I had to call BestBuy to get such information (parts on back order until 28th of November). I also urged BestBuy to replace the unit at the call as two months for a repair that may or may not fix the problem (since there was no real diagnosis). Apparently they knew it would fix the problem for a while since this was a Lemon. Talking to over 6 agents on the phone showed a rudeness and games they were playing. Research found out that the TV should be a lemon, as review sites such as CNET.com had negative reviews including people that had gotten the new part to only realize it made the tv work until after the warranty expired. I brought these reviews and my opinions to BestBuy, but nothing could be done. The fact that their self given timeline of 3-5 business days of a response for a request of a replacement had passed meant absolutely nothing to them. It was rude, unhelpful staff that didn't want to investigate the problem or help me get my issues solved. I was suffering without a working TV, an no fault of my own. I was suffering knowing that I had no control over the issue, and that I might eventually be stuck with a $1300 paperweight.
I guess finally all my calls paid off. I had spend way over 5 hours on the phone to Best Buy. I was told finally that I could exchange my TV. Going to the Best Buy store, I found a giddy and unhelpful staff. As the phones rang, they would just hang them up claiming there was an issue with the phones. I had earlier been on hold to my local store for 30 minutes to try to innate the problem. It took over 3 hours at my Best Buy store to exchange the set, and was still amazed about how every employee I talked to had a different story. (Including Employees at Best Buy Corporate). Finally I paid the difference for a Better Quality Samsung Plasma Display and left the store. As I left, I was asked to do a survey which I did. I was told a Manager would talk to me, It never happened!!!
I would like an apology and perhaps a refund on the difference I paid for the new tv. Funny thing is, when I exchanged my Insignia (A Best Buy Brand) for the new one, the staff were so lazy they pulled up the wrong authorization. Yes another customer with a last name as Kelley with the same TV that had died... IT IS A LEMON. More importantly I want Best Buy to take RESPONSIBILITY for its problems and replace TV's of customers who had their TV break after the warranty. The IS-LCDTV32 is a LEMON and the run around from corporate was unacceptable.
To Kylie: You have been courageous, with a smile on your face. You have been an inspiration to us all. I saw you in concert on May 4th 2005 in London, days later you shocked the world with your news. You have been in my thoughts, but your back. Today is a happy day for us all. Welcome Back!!
