11-17-2019 01:34 PM - last edited on 11-20-2019 12:17 PM by Sarah-BBY
11-17-2019 06:44 PM
Unfortuantely, what you have described is a cracked screen. This almost always appears to be "internal" because there is a layer on the top that helps with off-angle viewing and helps boost the contrast. The pixels themselves are arranged in a grid pattern, so a perfectly horizontal or vertical row of pixels out could indicate a panel problem. If they go in any other direction, this is almost unquestionably a cracked LCD panel. As our Geek Squad Protection does not cover this sort of damage, offering you a pro-rated refund on the unused portion of the plan is the only course of action.
11-18-2019 06:22 AM
11-20-2019 12:55 PM
Welcome to our online community! We appreciate you reaching out to share your experience, although I am sorry to learn of the condition of your television. Having the Geek Squad Protection (GSP), can provide peace of mind when certain issues arise, and we are happy to provide service within the Terms that were agreed to at the time of purchase.
I’m glad to hear the Geek Squad Agent that visited your home conducted themselves in a professional manner, which is certainly the expectation of all our team members. I do realize the outcome was not what you were hoping for. Please know, if it was determined there may have been physical damage to the screen, which is not to say was caused by you, that would not be something covered by GSP. As mentioned by jdogg836, even if the exterior does not have any physical damage, it is still quite possible the LCD panel may have a crack, resulting in what you are seeing on the screen. Our Geek Squad Agents are in the best position to determine the reason the device is not working as intended.
As it stands, we’d certainly be happy to review your recent work order, and document your feedback at our Corporate Office. For us to access your service history, we’d need to obtain some information from you. When convenient, please send our team a private message. You can do so by selecting the darker blue button across from my name below. Be sure to include your full name, email address, and telephone number. Although your work order number was removed for security purposes, I’ve made note of it within our system, so that will be visible to the moderators.