Best Buy Repair Support

[elavate90]

Hello,

I'm trying to get some help with a TV under my account I purchased Magnolia care from 3 years ago. Geek squad came out and is saying my screen is "cracked" when there is absolutely no visible damage or crack on my screen. I have no kids to hit the TV, I've had it hung up on the wall doing nothing but hanging out and now I have black bars across my screen when I just turned it on.

Hoping someone can help me get it fixed or help me in any way.

Thanks,

Elden

[jdogg836]

If Geek Squad turned on the television, it should be apparent if there was a crack on the screen.  I guess it is entirely possible this was misdiagnosed, but that would not be very common.  All LCD/LED televisions have an LCD array that is actually internal to the television.  Directly on top of that are polarizers that focus the light and direct it towards the seating position.  These polarizers are plastic and rarely are cracked.  It's actually that LCD array beneath it that is thin, made of 2 pieces of fragile glass, that breaks.  Hopefully the moderators can assist once they reach your post.

[Meg-BBY Social Media Specialist]

Hey, elavate90,

Thanks for reaching out to us on the Forums! I'm so sorry to hear that your TV is not working, and that the diagnosis is a bit unclear. I can understand wanting a working TV as soon as possible, and I can understand your frustration with this.

As jdogg836 said, the crack should be apparent, though it is uncommon for an issue like to be misdiagnosed. However, I would be happy to take a closer look into this situation and see what I can do to help out. Please send us a private message with the following information:

• Your full name
• Email address
• Phone number

Once I can get those details from you, I will be able to dive into this a bit further. Looking forward to hearing from you!

Best,

[elavate90]

Thanks for the response! 

You're thinking exactly how I was. They quickly diagnosed it as cracked and physical damage but there is literally no visible damage at all. I've had the TV nearly 4 years, and protected it all cost ($2000 investment) so when it turned on and saw black stripes I was frustrated to say the least.