Thank you for emailing us at Best Buy.  My name is ––––.  I apologize for not being able to respond sooner.  Our email volume has increased heavily following the Black Friday sales event.  However, I am more than happy to personally address your concerns further.

It is disheartening to hear your Blu-ray DVD player had not been working as it should and that you are not happy with the level of service you experienced following your recent visit to our ––- store.  I can understand how this could have been frustrating for you, especially if the DVD player was purchased only a short time ago.  I pulled up your account and I do see you purchased an Insignia Blu-ray DVD player from the –––– store.  The purchase took place on 10/24/2010.

There is a 30 day return/exchange period for a DVD player.  I am showing you returned this DVD player on 11/27/2010.  You were outside the 30 day period by four days.  A money refund outside the return/exchange period is not an option.  A return or exchange processed outside the standard period would be considered an exception.  The store would either issue store credit or an exchange if an exception were approved.  The –––– store went about issuing store credit.

Your DVD player did come with a manufacturer warranty.  Our stores will try to avoid having to send a product out for repair if only a little outside the return/exchange period.  You should not have to go through repairs after only owning the DVD player for about a month.  That is why the –––– store decided to make an exception.  The DVD player you purchased not working properly does not result in additional discounts on another DVD player.

You used the store credit to purchase an LG Blu-ray DVD player.  There was a price difference of $45, but there is a reason why there was a price difference.  I looked at your original purchase receipt from back on 10/24/2010.  The Insignia Blu-ray DVD player you purchased was on clearance.  A $63 discount was issued off the regular retail price, which was $179.99.  The store issued another 10% discount because the DVD player was purchased as an open-box.  The DVD player was discounted a total of $75.

Here is what I would be willing to do.  I can see you have been a loyal Best Buy customer.  I would be willing to issue a Best Buy gift card for half the price difference.  The gift card would be for $22.50 ($149.99 - $104.99 =  $45/2 = $22.50).  Please reply with a current mailing address if you would like to accept the gift card.  I will go about having that submitted right away.  I do sincerely apologize for any inconvenience you have experienced.

I look forward to your reply.

During the Warranty Period, if the original manufacture of the material or workmanship of the Product is determined to be defective by an authorized Insignia repair center or store personnel, Insignia will (at its sole option): (1) repair the Product with new or rebuilt parts; or (2) replace the Product at no charge with new or rebuilt comparable products or parts.

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If you buy anything from Best Buy, you are getting screwed.

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I'd probably just take it, they could have told you to send it back in and deal with it yourself since it was outside the 30 days, so you would have had to take care of the warranty yourself.

maybe i'm misunderstanding, an extra 22.50 for what i consider to be a better product doesn't seem too bad.

My name is ––––. I apologize for not being able to respond sooner.

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I'd probably just take it, they could have told you to send it back in and deal with it yourself since it was outside the 30 days, so you would have had to take care of the warranty yourself.

maybe i'm misunderstanding, an extra 22.50 for what i consider to be a better product doesn't seem too bad.

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You should have gone through the manufacturer not the store.

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If you buy anything from Best Buy, you are getting screwed.

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So you bought something open box and outside of the 30 day period it failed but they helped you anyway?  Now they want to give you $22.50 more right?

Why isn't this a thread praising Best Buy for going above and beyond and making exceptions to make you happy?  They did more than they have to and more than their policy told you they would do should this situation arrise.  What am I missing?

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This...

They are being more than reasonable.

BestBuy does not provide warranty service for your items. This is done through the manufacturer. The manufacturer was just trying to make everything go as quickly as possible by recommending you exchange the unit at the point of purchase.

BestBuy seems to have been more than reasonable in this situation.

I would've personally told you to take it up with the manufacturer if I was the manager at BestBuy.

Insignia is a Best Buy Exclusive Brand designed to provide our customers with affordable, well-designed technology. The Insignia line features a wide range of consumer electronics including televisions, Blu-ray disc players, home theater solutions, audio products and more.

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Your broke and they gave you store credit because they didnt have an exact replacement on hand right that instant? Oh the horror!

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Except best buy IS the manufacturer...




http://insigniaproducts.com/ourstory.html?tab=ourstory

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If you buy anything from Best Buy, you are getting screwed.

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Here's the background:

10/24 - go to best buy, purchase an Insignia (a best buy brand) wireless blu ray player.
Almost a month passes - player starts to have problems - will turn on but the TV says "unsupported mode" and it turns to a purple screen.  Nothing i try is able to fix it.  I call insignia tech support, they say it's broken, return to store.
11/27 - go to best buy store, tell them mine is busted.  They don't have the same model I originally purchased, so they tell me to pick out a new one.  The only equivalent they have is $45 more, and they want the difference.  They tell me that they don't have any of the one that I had in their store or nearby.  They never offered to repair it, order a new one, etc.  The only option I was given was a store credit of the original purchase price.

So I use the "store credit" to buy the cheapest equivalent that they have, plus $45 out of pocket.  I'm pretty pissed.

I email best buy corporate and two weeks later, I get a response:



I still think I'm getting screwed.  Their warranty clearly says:



As far as I'm concerned, I should be getting a working player for nothing out of pocket. Be it repaired, refurbished, a new one, whatever.

Or should I just shut up and take their peace offering?


ETA - Insignia is a product that is exclusively sold and serviced by best buy.  By taking it up with best buy, i was taking it up with the manufacturer.  

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This

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Insignia is not manufactured by BestBuy. Insignia products are made by other manufacturers under the Insignia brand. There is a reason BestBuy stores do not directly handle warranty replacements for the items.

How to obtain warranty service?

If you purchased the Product at a retail store location, take your original receipt and the Product to the store you purchased it from.

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The fuck?  

I'm pissed because the manufacturer/seller (the same entity) didn't honor their warranty, instead telling me the only option was to buy a more expensive one...


If trying to not spend a bunch of money on a fucking DVD player makes me broke well i guess i'm just beyond help

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Haven't been in a Best Buy in over 10 years! I will NEVER buy anything from BB ever again!!!

and FUCK Best Buy and Obama!

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ORLY?

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ORLY?

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You're getting a deal. Essentially, you're getting the LG for 23 bucks more than the shitty insignia. I wouldn't buy insignia anything, I'm sure you're happier with the LG anyhow. I would take the card and run, and be weary of store brand stuff in the future.

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ORLY?

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Sounds like the usual Best Buy Bullshit.

They sell go an overpriced computer loaded with crapware and'free trials'

they charge you $100, to remove said crapware (they call it "optimizing"

Then they sell you a 'warranty for another $100.

In 6 months when you screw it up with viruses and malware, you think, "hey I' paid for a warranty, lemme get my ass down there and take 'em up on the warranty"

they tell you" sir - you bought a warranty for the hardware- BUUUU you have a software problem now."

FBO
FBB

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If you buy anything from Best Buy, you are getting screwed.

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If you buy anything from Best Buy, you are getting screwed.

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For people saying well it is Insignia's problem not Best Buys I hope you understand that Insignia, Dynex and Rocketfish are not just exclusive to Best Buy, they are bagged and tagged by Best Buy.  Sure the electronics come from other manufacturers, but once tagged Insignia, Dynex or Rocketfish they are now Best Buy's problem if something goes wrong.

Their shitty policy does state though that if they don't have a replacement they can stick ya with store credit.  Really though the dickhead manager should have made things right with the next closest priced player.  I know if I still worked for these turds and you came to me that is how I handled it.