Question:

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

Answer:

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.