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[Dustin]

Not so happy ending...

Same Song second verse...No disc error ruins date night...

So I read your experiences, dig the box out of the attic and head out in the rain to the nearest BB.

Go to CS, who sends me to GS who confirms my complaint, then sends me to CS and gets me a new player...only it is now $80.00 cheaper...So they alter the price and swap it $179.99 for $179.99 (hmmmm) Who gets my 80 bucks? Not me...

Driving home I want to know why, so I call 1-888-Bestbuy, 4 people later they cannot answer my question, though they do have alot of conjecture. I am then transfered to Insignia (didn't know it at the time). Who says they can't help me call the store.

25 mins have passed

So I call the store, and CS send me to hte manager, who says that they gave me $280 worth of DVD players for $180 and if anyone owes anyone any money in the deal, I owe them.

So I say hold on, Insignia will return your cost on the DVD tha tis broke so you are even on that transaction and I just spend $180 on a $100 player? His defense...Well if the error was on your end would you pay us the extra money?He is done with me, tells me to hang up and call Best Buy and file a complaint if I don't like that answer...I ask to speak to his boss, but his boss is not in, ask when boss will be available and he refuses to tell me. So I hang up, call the store, CS says hold on and I will get you that info. Comes back and says they were told not to give "me" that info...

40 minutes have passed

Call BB to file a complaint, after and hour no one can tell me where the $80 went, seems to me that BB netted $80 on the transaction and I want my money!

Got my DVD player...but who knows....

[John-INSG]

Hello Dustin,

Welcome to Community@Insignia™!  Please watch for a private message from me.  To check your forum inbox, ensure that you have signed in with your user name and password, then click on the envelope icon in the upper right.

Regards,
John
Insignia™ Support

[Phantom68c]

I hope Best Buy and Insignia are admitting there is an issue with more than just the wireless model.  I have an NS-BRDVD3 and I have been struggling with the "No Disc" error for some time.  I tried the firmware update, cleaning, DVD vs BR, brand new, old, and every single combination I can imagine.  I have isolated and eliminated every variable I can imagine.  Completely intermittent playing.  Sometimes I'll watch one episode of a show each night without issue until one night the disk I've had no previous issue with will just not work at all.  One night I had to go down in my basement, dust off my 15 year old Sony DVD player, and hook it up to an HDTV to finish watching a movie the Insignia decided it didn't want to recognize anymore.

I have my reciept and I think I'll be headed back to BB to attempt to replace with a newer model.  Insignia had a great product for the price and features (Netflix) when I purchased.  I haven't had issues with any other Insignia products, so I'll give them another chance... as long as the folks at BB let me return.

[jleroi]

Well, mine got to the point where I could hardly ever play a disc any more.  It was strictly a Netflix appliance.  I couldn't find my box, but I did locate the receipt and had a couple of weeks left on the warranty.  I took it to the BB where I purchased it and explained the situation to the CSR.  I told him of this thread and that they were being authorized for replacement.  He pulled up the info, called for a new unit (I had to pay $10 because I bought the original on sale), and that was that.

Thanks Insignia for doing right by me and to the Norman, OK Best Buy for good customer service.

[Dustin]

Round Two...

So, my new Insignia DVD player began having Netflix connectivity issues, and after resetting it and trying all of the usual fixes, I climbed in the attic, got the box and headed back to Best Buy. Let me recap what hasn't happened since my last trip.

-1-888-BestBuy Complaint filed and never responded to.

-Email and message for Store manager to respond to my complaint and concerns also ignored

-I have been contacted by a Best Buy community manager

So I arrive at the same local BB with my broken DVD player and ask to see a manager.

Tim arrives promptly and explains to me that I am welcome to exchange it for another DVD player but since that one was only worth 99 bucks I had to find one with similar features for less than $100. I try to explain that I had a DVD player that I brought in that I had paid $180 for in Febraury and I wanted that as my budget since that was my original purchase price.

His reply,

"If he bought a computer 3 years ago for $1000.00, then it is not worth that 3 years later." Really? But I thought I was still in warranty. And then here comes the kicker! When you player quits reading discs in the first year, we call that wear and tear and that is not covered under warranty. So they should never have exchanged it to begin with!!! WOW?

So I call over another manager and a crowd is gathering because who wants to make a purchase at BB if the products will only last 2 weeks and that is not warrantied. She agrees with him, and they won't budge. They also say they are not obligated to help me at all and if I want my money back I have to contact Insignia, and I said, I did they told me to come to Best Buy. So I ask if we can contact Insignia and they both say no, they are not required to help me at all that I need to call Insignia or go to the Home Theatre department and claim my new 99 dollar replacement.

I did, before parting ways, ask them if they had ever got bad French Fries at McDonalds and been told to contact the FF manufacturer?

So I went back to Home Theatre and dropped my player on a desk and asked who at Best Buy wanted to make a customer happy. 1 person responded. And after a bunch of price checking and hushed conversations I left with my new LG player...retail value $219.00.

So I call 1-888-Best Buy to update my complaint, and how long am I on hold? 34 mins.

I am so over Best Buy and Insignia. Customers have rights and until we stand up for ourselves we will continue to be shoved around by these large companies who are only interested in the bottom line!

[Phantom68c]

Wow Dustin that really sucks. So I would like to poise an open question to Insignia. I have been having this issue and as I mentioned above, plan on taking my system back to the BB where it was purchased within the warranty period with receipt. If I receive the, frankly inappropriate, reception that Dustin had... what number do I call to talk to an Insignia representative and have the problem corrected? And beyond this: Can you or will you publicly acknowledge that you have authorized returns for your BR DVD models? Personally, I think Insignia should be appalled at the behavior of the BB mentioned by Dustin and any others who have had bad experiences. I realize that Insignia is not actively responding to this thread often and I can't imagine why they wouldn't. Insignia you do realize that this is a thread on the Insignia Products web-page expressing issues with your products and the representatives that sell them. Your clientele on this site consists of people willing to post their opinion, views, and experiences with products publicly for all to see. I imagine that a hundred people have read this thread for every one post. In my mind it would be in your best interest to be actively calling BB and advocating on behalf any customer willing to actively seek help in a BB or in this forum. If this doesn't occur, I imagine we will continue to see posts of people returning products and purchasing non-Insignia replacements. I can't believe that it is an effective marketing strategy to leave this issue unaddressed and unresolved. (stepping off of my soapbox) For what it's worth, I love my Insignia BR DVD player. It turns on and is ready in half the time of the Sony my father owns. It streams Netflix and Pandora with a fantastic user interface. It cost half the price of the other players when I purchased it. And when it doesn't decide to "No Disc" a brand new DVD, it performs flawlessly. It's hooked up to my Consumer Reports highly recommended Insignia television which was also a great purchase for the price/quality. So after my rant above nobody can accuse me of not appreciating Insignia products. I just think that you admit and own up to mistakes! ;-)

[Phantom68c]

Sorry, above post was actually formatted into 4 different paragraphs but the formatting seems to have been stripped.  I appologize for everyone's eyes!!

[John-INSG]

Hello Phantom68c,

Welcome to Community@Insignia™!

I'll try to address all of your questions.  Firstly, we have not "authorized returns" for any Blu-ray player.  However, if you're experiencing problems, we recommend that you visit the place of purchase with your player and purchase receipt to pursue service options under the factory warranty or protection plan if you purchased one.

Secondly, as Dustin mentioned, he was contacted by a Best Buy corporate Community Connector.  That was at my request.  More than an Insignia problem in his case, it was a Best Buy customer service issue that needed to be addressed.  Best Buy stores are the exclusive retailer for Insignia products (in the U.S.) and are fully empoowered to administer the Insignia factory warranty for our products.  Why Dustin encountered the resistance he did is inexplicable and must be addressed through Best Buy channels.  If you encounter issues of customer service when you return to Best Buy with your player, you may contact them at 1-888-BEST-BUY.  Alternatively, you may post your concerns on the Best Buy Community, which is moderated by a consumer-centric team at Best Buy's corporate headquarters.

As far the number to call for Insignia's Product Support team, click on Support & Service at the top of this page for contact information.

Lastly, your enthusiasm for Insignia products is extremely meaningful to us. We're grateful that you selected our TV and Blu-ray player over all of the other offerings in the market.

Regards,
John
Insignia™ Support

[iMark]

I  just bought a display or returned Insignia NS-WBRDVD2 today. It's been less than 7 hours actually. We watched a Netflix movie to test out that part of the player. Then, we tried Toy Story 3 which just came in the mail. The disc is brand new and I got th "no disc" error over and over. I even tried an older disc in my collection, but got the same message.

I went to the internet and immediately found this forum which showed me that I'm not alone in my problems. This is my first Insignia product and possibly my last. It's bad enough this problem has been seemingly ongoing, but maybe it's worse that Best Buy put a player out for re-sale which was probably returned for not working. I know another customer had this because her Netflix account was still set up and ready to go.

Disappointed.