Question:

What should I do if a customer calls about cracks or rainbow marks on their TV screen?

Answer:

First, ask the customer to check for any impact marks or spider web-like cracking on the screen. This will help determine if the issue is physical damage, which isn't covered under the manufacturer's warranty. Refer to provided images for assistance.

If a customer calls in and describes that the screen on their TV is cracked or that there are rainbow marks on the screen, be aware that the crack or rainbow marks may be caused by impact to the LCD panel. Physical damage to our TVs is not covered under the manufacturer’s warranty. To determine if the TV has physical damage, you should have the customer look for an impact mark or spider web like cracking on the screen.

Below are some images to help you determine if the issue was caused by physical damage. If the customer insists on speaking to ECR, inform them that they will be asked to submit pictures of the panel before service is sent out. Do not send out service for this issue.  Escalate the customer to ECR.

Terms:

Impact mark - A visible sign left behind after something hits the TV screen, often causing cracks.

Spider web-like cracking - Crack patterns resembling a spider web, usually resulting from an object hitting the screen.

Manufacturer's warranty - A guarantee covering defects in materials or workmanship, but not physical damages.

ECR - Escalation to a higher level of support for resolution.

Dispatch service - Send a technician or service representative to assist the customer.

Visible signs - Observable indications or evidence of damage.