My experience with Insignia is best described as mixed. While the call process was pretty simple and streamlined, the customer service at the end was mixed. I don't much enjoy outsourced customer service, and it was clear that it was outsourced. Despite that, by the end of the call, I was able to get some help with a TV repair question, so it wasn't a complete waste of time. I would call again if I had a problem with my TV (although I would anyhow since I invested in it), but I would expect it to take some time. 

I was greeted by an instant "Thanks for calling Insignia," which was spoken clearly by an American woman in a very crisp and friendly voice. The automated voice continued to say a few things in Spanish and then let me know that the hours had changed and that Insignia was open from 9 a.m. to 9 p.m. Pacific time, which was good news for me since I called them later at night. I hadn't really even thought about the fact that their call lines might be closed. 

The same voice then stated, "If you are calling about a TV or appliance, press 1. For all other products, press 2." I pressed 1 because I was having an issue with the HDMI port in the back of my TV, and I wanted to know what the process of repair or replacement would be for the TV. It seemed silly to buy a new TV when I just needed to change the port. 

After choosing one, the voice stated, "If you are calling for a repair, press 1. If not, press 2." The entire directory continued to be simple, which I liked and gave me a false sense of security. After pressing one, the next set said, "For appliances, press 1. For TVs, press 2."

I pressed 2, and then it said, "If your TV is larger than 42 inches, press 1. Otherwise, press 2." I pressed two and then a recorded message told me that all calls are monitored and to continue going online to get answers to common questions, find user manuals, and utilize the customer forum. After this speech, it reminded me to have the model number of my TV available for faster service and told me to hold while the call was transferred. 

To my surprise, I connected with a sales agent in just seconds, but this sales agent had a very thick accent and said his name was Jacob. It was very clear his name was not Jacob. While we were able to get to the source of the problem, I had a hard time understanding him, and both of us had to keep asking questions to make sure we understood each other. It made the actual customer service tedious, and I would have preferred to talk to someone more fluent in English.