12-28-2019 12:08 PM
Hi there, hegland2424,
Welcome to our Best Buy community forum!
It's never fun to see a product you care about not work as intended, so I can understand why you'd be concerned that lately your TV has developed vertical lines throughout the screen. That doesn't sound ideal, so I'm glad you came to us for support. While that could be a sign of a bigger issue, it could also mean that a connection might have come loose.
If you haven't already, I highly recommend checking out our Home Theater Troubleshooting Guide, as it's full of tips that can help with more basic TV troubles.
While those tips can help with a lot of issues, there is a chance that the lines are a sign of something more serious. If it is from physical damage, that's not something that we cover. However, if it's from a hardware or software issue, a Geek Squad Agent can come out to your home and do a diagnostic on TV's that are 42" or larger. A diagnostic would be covered if you have Geek Squad Protection or are a Total Tech Support Member, otherwise it's a $99 charge for us to come out and determine what is causing the lines, and provide an estimate for what the repair would cost without coverage.
If you're interested in having someone come out for a repair, please call (800) GEEK-SQUAD or (800) 433-5778, and one of our phone reps will help you schedule an appointment.
01-07-2020 01:22 PM
Hello again, hegland2424,
Got it. While I completely understand where you are coming from, our Geek Squad Agents would need to do their own diagnostic before we could provide an estimate for the repair.
That said, if your TV is still under the one-year manufacture warranty, I recommend working with them for the repair.
03-08-2020 11:35 AM
03-11-2020 10:09 AM
Thanks for getting back to me to explain where you are coming from! While I can understand why you would want Samsung to cover any diagnostic fees when it's still under the manufacture warranty, that is something you would need to discuss with them.
However, it might be possible for a Geek Squad Agent to work on the TV on behalf of the manufacturer, but I would want to work with your local store for clarification on if that would be a workable option. If you'd like me to explore that further, you can send a Private Message with your full name, phone number and email.
That said, usually the best option when under the manufacturer's warranty is to continue working with them for support on the product.