Subject: Screen Damage - Cracks & Rainbow Marks

Understand the Issue:

Customer calls about a cracked screen or rainbow marks on their TV.

Causes: Impact to the LCD panel (not covered under warranty).

Determine Physical Damage:

Ask the customer to check for impact marks or spiderweb cracks on the screen.

Provide Guidance:

Do NOT send service for this issue.

Inform the customer to escalate to ECR.

Documentation:

Request the customer to provide pictures of the panel before submitting a request to ECR.

Answer: The screen on your TV appears to be damaged due to an impact, causing cracks or rainbow marks. Unfortunately, physical damage isn't covered under the manufacturer's warranty. Please contact ECR for further assistance and be prepared to provide pictures o

Terms:

LCD Panel: A thin layer of liquid crystal material responsible for displaying images on your TV screen.

Manufacturer's Warranty: A guarantee covering defects and malfunctions in the product during a specified period after purchase.

Impact Mark: A visible sign of physical damage caused by an object hitting the screen, often resembling a spiderweb pattern.

ECR: Engineering Customer Relations, a team specialized in handling technical issues beyond standard warranty coverage.