Question : Our NEW TV keeps messing up! Please help?
Hello, this might be kind of long, but please bear with me!

In June 2007, my husband and I got a high-def Insignia flatscreen TV. It was the floor model at Best Buy, so we got it on sale. Well, we got it home and it wouldn’t program to our cable for some reason. So we took it back, and the BB employee dropped it in the parking lot. It broke into a trillion and one pieces, so they gave us a new one, still in its box.

From the first week we had it, it’s done this weird thing where the screen randomly gets purple and black stripes. The sound still works fine, but it turns purple. It only does it on the Cable & AV inputs, but not on the other inputs. You usually have to turn it off for a few hours before it will work again. The first time it happened, we thought it was just a fluke. But then it happened again, and again…. So we called Best Buy. They said to contact Insignia. We called insignia, we described the problem, and they said they need to see it themselves to know what’s going on. So we made an appointment for a technicial to come to our house. He never showed up. Made another appointment for the next week & the TV wasn’t purple anymore… go figure. It’s been happening for over a year now.

For the past two weeks, it’s been just randomly going black and white. If you bang the top of the TV, it turns color again, but it’s black and white the next day.

Anyway, they always give us such a hard time about it. We paid $ 50 for a 3 year warranty. Shouldn’t they just replace it with one that actually works? It was expensive! What should we do?
new home warranty program

Best answer:

Answer by Jordan
Being a Best Buy employee, maybe I can help.

The Performance Service Plan that you purchased is just that, a SERVICE plan. We will attempt to service the television and repair it if possible. There are stipulations to this though. If it is more expensive to fix a problem than it is to replace the television, obviously we’ll replace it with a new one. If you’re tv has been serviced 3 times, on the 4th service we replace it with a new one. And finally, if it is impossible to repair (lightning strike) we replace it. When we replace a tv, it is replaced with one of equal or greater technology, not to exceed the original purchase price… so we try to get you the same brand, same size, same technology. Sometimes that is impossible so we have to upgrade you to the next available model, but if the price of the upgrade is more than you paid for the original tv, typically you’ll pay the difference or we can just give you store credit for the value of the original tv.

Hope this helps ;)