We haven't exactly gotten a torrent of email complaints from angry Best Buy customers, but for anyone wondering why the $230 Insignia 10.4-inch photo frame got pulled from shelves last week, here's your answer: they were manufactured, like devices sometimes are, with a supposedly "old and easily removed" trojan. Funny, though, that the internal memo we got has Best Buy dragging its feet, intending to send a letter to potentially infected customers only "once a solution has been tested and confirmed." Here's a solution: recall the frames and send everyone some anti-virus software and a free appointment with the Geek Squad, instead of letting sites like ours break the news that Best Buy isn't moving fast to fix its digital security mishaps. The memo is posted after the break.
Earlier this month, it came to our attention that some units of the Insignia 10.4-inch digital photo frame (SKU 8483866) have a known Trojan virus. This virus was pre-installed during the manufacturing process. It affects only Windows applications and will only be initiated if the digital picture frame is connected to a PC via a USB cable. Customers who have not connected the digital picture frame to a PC, or those who have updated anti-virus software should be fully protected.
While the virus is old and is easily removed from the picture frame by up-to-date anti-virus software, all units were pulled from shelves the first week of January as a precautionary measure to protect our customers. Those units will be returned via the standard warehouse send back process and the model is now discontinued. Once a solution has been tested and confirmed, a letter will be sent to customers who purchased the product. Geek Squad employees have instructions to resolve the issue in the meantime. If a customer returns one of these units to your store or has questions or concerns about a virus, please direct them to the Geek Squad. Please note: No other Insignia digital picture frame products are affected by this issue.