SERVICE PROCESS GUIDE
Contents
1.2. LG Life s Good B2B WARRANTY amp SERVICE GUIDE FOR CUSTOMER 5th Dec 2013 HE Company TABLE OF CONTENTS Introduction eee ee enhn nn nane nnn SENICE A EINE E ee rer re 4 Distributor Market Service Process Guide 5 Limited Warranty tes tonne Recommendation of Operation Time amp Condition 7 Guarantee for Bright and Dark Sub Pixel 8 Installation Guide ER AA EER 9 Medid PIaUGE oer E 10 Video Wall Signage 11 SontWare TOG 12 Regional Contact Point SCA 13 Regional Contact Point EU CIS 14 Regional Contact Point Asia MEA 15 INTRODUCTION This documentis for B2B customer and system integrators service contact pointfor B2B basic B2B offering package However some contents can be different by regional subsidiary s policy by LG subsidiary s service policy If B2B customer want to know the detailed information product manager or service manager can help B2B customer s question in their regional subsidiary This do
3. Due to insufficient technical knowledge or unavailable part Explain and Guide Distributor Service LGE entrust Distributor with full Service for customer by Sales discount program BOG After LGE sells Products to Distributor Distributor will hold full responsibility for customer service Sales Sub Distributor SI Customer ae Selvige Budget Buyer discount Sales Process Provider ji Delect__ Setup een Mum P oce as Dispen HC ASC Y Check List E n this case Products need to have Distributor s warranty card which customer can be informed oales providing Service GE s SE Sales Engineer of HQ needs to provide product installation training to Distributor 215110 Make Register account at LGEME to order Service parts Bought Out Guarantee LIMITED WARRANTY This warranty applies to Public Display panels only and only applies from the first date of purchase only The right to request sight of the original proof of purchase is reserved Itis the user s responsibility to ensure thatthe productis used in accordance with the manufacturers guidelines detailed in the instruction manual supplied with the product failure to do so will invalidate the warranty Note Replacementunits and repair parts may be new or factory remanufactured and are warranted for the remaining portion of the original Product s warranty period or 90 days whicheveris longer Please retain dealer s dated bill of sale or deli
4. Damage or missing components to any display open box discounted or refurbished product Damage caused by computer or internet viruses bugs worms or Trojan Horses Image Sticking or Image Retention cased by displaying fixed image or same pattern for a long time Refer to Recommendation of operation time amp condition foroptimized operation The lamp life time of display panel is determined as the time which luminance of the lamp is 50 compared to that of initial value RECOMMENDATION OF OPTIMIZED OPERATION LG Electronics recommends the operation time and operating condition as follows for optimum display panel s function and lifetime Operation Time OperationTime _ Monitor Signage PD Panel 24 hours da gnag TV Panel Max 16 hours da Transparent Disbla PD Panel eg 47TS30MF 24 hours da p p TV Panel eg 26TS30MF Max 16 hours da Commercial TV TV Signage TV Panel Max 16 hours da SI or Customer should keep operation guide in user manual or any installation guidance by LG Electronics LG Electronics recommends not to use long term static display Image Sticking or Image Retention is not covered by warranty If long term static display is displayed LG Electronics recommends to use ISM Image Sticking Minimization function which is described in the user manual and turn off the power periodically 1 Operating Condition 1 Temperature and operating ambient humidity sp
5. On Site Repair 3 Visit customer amp repair Call 2 Assign Job Customer LGE g LGE Service Partner Swap 3 Send replacement product 6 Repair and put to replacement stock 4 Collect 5 Repair request LGE Service Customer defective produc Party Partner 2 Swap request D Call LGE Distributor MARKET SERVICE PROCESS GUIDE 1 Distributor R amp R All service activities including parts purchase and service labor cost should be handled by our Distributor After LG sells products to Distributor Distributor will hold full responsibility for customer service Distributors should hold responsibility of keeping SWAP units to replace faulty ones in case they were not able to meet the service lead time 2 days 2 LG R amp R LG should guarantee the availability of parts for a period of 3 years from the time the model is EOL LG will support CIC and technical trainings to Distributor s service team LG entrust Distributor with full Service for customer by Sales discount program BOG Email phone and site support will be provided by LG technical team LG will support quality epidemic failure issues in a compensation basis only after confirmation and approval by LG Factory 3 Escalation Process LGEME Distributor Escalate Issue LGEME Escalate Issue HQ Factory S Distributor No Tech Support Yes Mr Abdul Jabbar Explainjand Guide abdul shekh lge com Close LGEME Parts Parts Order Parts Order
6. POINT De installation amp re installation of the productshould be executed by SI or B2B customer 0 LG will seekto remedy the problem within the appointed period with customer by arranging LG designated service engineer 5 Service conditions and warranty policies of all countries can be different Warranty is subjectto the applicable laws of the country in which is it used Basic B2B Service Process B2B Customer Install Pre sales SI Company Sales engineer step Training Pilot Tech Support Window Tech Support 4 R amp D LC Detail Tech Support Post sales step B2B Customer poly Restoration LG Electronics 1 SI System Integrator SERVICE TYPES Service Type means Service Procedures or Processes for product failure occurring within warranty period which can be obtained from LG as part of basic warranty or B2B offering x Please note Not applicable in every subsidiary as some elements may be offered differently or other conditions may apply It is recommended thatthe SI B2B customers contact your local LG B2B service person to see detailed conditions Cl Carry In 2 ASC assign Call Customer 2 LGE LGE Service Partner 3 Repair Request send defective product 4 Repair complete customer collect repaired product PD Pickup amp Delivery 2 Send freight bill Call i Customer LGE EOR service Partner 3 Pack amp send defective product Repair send repaired product
7. Line Defect LOG LINE ON GLASS DEFECT Source PCB Source PCB wi 4 aa Shock on Module Top Side Top COF Crack Shock on Module Left Side gt Left COF Crack Vertical Line Defect gt Horizontal Line Defect Do not Collide amp Install with enough airflow Be careful notto collide the sets with the floor or with each other Install in the space with enough airflow Panel Panel INSTALLATION GUIDE SOFTWARE UPDATE This site www lgecommercial com is for Customer Sales channel SVC channel with relation to LGE HQ will upgrade software whenever it release new firmware or new products Therefore we hope that each subsidiary use this site for your skill up and customer response Also you can request any kind help to HQ when you have any problem to download software Step D Internet homepage access www lgecommercial com 2 Select DIGITAL SIGNAGE gt 3 Select PRODUCTS gt PRODUCTS menu select example Monitor Signage LED 84WS70 gt Select DOWNLOAD gt Select Software ose Igeeammearcial com LG Life s Good HOTEL TV SECURITY 2 DIGITAL SIGNAGE SECURITY DIGITAL SIGNAGE PRODUCTS SOLUTIONS PARTNERS Monitor Signage EzSign TV Solutions LED SuperSign Elite w LCD SuperSign Elite c Video Wall Outdoor For Your Business aec Touch Take your company to the next level with our reped 2 E D M Transparent wide
8. Uzbekistan 8 8000 805 805 14 Region Country United Kingdom Europe APPENDIX_REGIONAL CONTACT POINT ASIA MEA Technical Region Country Help Desk Web Email e B2B e 2 2 Australia Chris Hong 02 8811 8861 tony chambers lge com 400 819 0011 0800 898 899 yiwen chenGlge com Hongkong Billy Wong 852 3543 7777 Kazunori Chiba 0120 711 228 Support Korea Sungcheol Woo 1544 8777 http www lge co kr Patrick Chua 65120555 lenghuat ong lge com Asia Malaysia Rapheal Wong 1800 822 822 yingkit lam lge com India Rohit Rajput 1800 180 9898 rajput rohit lge com Indonesia Willy Wenoris 0811 88 14010 any setyowati lge com Philippines Glenn Listana 02 902 5545 annel llorca lge com Samphan 02 4737999 support lgeth lge com Khampradit Vuminhthao Vu 1800 1503 thi le lge com Taylan TARHAN 212 314 5224 taylan tarhan lge com Kenya Elias Antavieja Republic of South Africa Tantseli Rantseli 0861 545454 LGLGLG tk rantseli 2lge com BOG OG S 5 E oll 2 3 amp E S Ss a Y D 5 5 3 5 E o lt gt x BOG Bought out guarantee Service is entrusted by distributor LG Electronics designated service centers by subsidiary for providing service Service types can be differentiated by countries law customer s needs business type and or subsidiary s policy LG Electronics will use best endeavor to provide the best service for the B2B customer
9. an air conditioner heat exchanger or combined cooler and heater depending on the external environment Please see below examples You can also employ an air flow circulation system and air curtain between the front panel and the enclosure Recommend to design the exterior of the enclosure to meet with the IP65 standard Use a dust filter to prevent dust At air inlet and outlet Example 1 Enclosure Just fans Example 2 Enclosure Heat exchanger Air Air Curtain Curtain Example 3 Enclosure Air conditioner Example 4 Direct Air Cooling Solution Protection glass Air Air Curtain Curtain Humidity Sensor Heater FAN Membrane Filter Air curtain Filter should be used for filtering out bugs dust and water Air flow circulation system between For preventing from rust of lead frame in circuit board the front panel and the enclosure operates the Heater if relative humidity is high INSTALLATION GUIDE MEDIA PLAYER Installation of Open frame Signage and Media Player shall comply with the guide as described in the Installation Check Guide Failure to follow these and other instructions will void any manufacturer warranty The full version of Installation Check Guide will be provided separately MEDIA PLAYER 1 1 Install Dust filter amp keep temperature 0 C 40 C Mandatory e Embedded Mount Condition Application model NC1000 NA1000 NA1100 MP500 PC100 e Minimum distance betw
10. cumentcontains basic service process warranty policy about specific model regional LG Electronics will putforth our best efforts and the fullest supportto provide the highest quality product and service and LG Electronics hopes to continue with Sl and customerthe positive and productive relationship for mutual benefit SERVICE PROCESS LG Electronics recommends B2B customer and or SI company to make a purchase of buffer stock to keep the business running normally minimizing downtime The basic service process for B2B customer SI company is as follows Q Pre sales step D The SI company install their hardware and software along with LG products 2 The Sales Engineer of LG Electronics will support when SI requestfor installation method or other technical queries 3 LG Electronics recommends that SI company should help clarify theirs system in case of any problems occurring to B2B customers If Hotel TV Signage have problem during installation Sales Engineer of LG Electronics will aim to support the SI and B2B customers Q Post sales step D If defect occurs B2B customer will contact SI company first 2 SI should check the reason behind the problem to see if it is caused by LG product or not SI company will restore the system of B2B customer by utilizing buffer stock 3 If the defect caused by LG Electronics productissue SI engineer can escalate to the local B2B service contact point refer to APPENDIX REGIONAL CONTACT
11. ecified in owners manual Well ventilated place is recommended to use signage system 2 Display Pattern Avoid long term static display and minimize the contrast of contents 3 Power and screen saver Periodical power off or screen saver is needed after long term display 2 Operating usages to protect against image sticking due to long term static display 1 Turning off the power periodically TV Panel Use 16hours Turn off 2hours Use 16hours PD Panel Use 20hours Turn off 4hours Use 20hours 2 Static information display is recommended to use along with moving image Cycling display between 5 minutes information static display and 10 seconds moving image 3 Background and character image color change Use different colors for background and character respectively Change colors with each other periodically 4 Avoid combination of background and character with large different luminance Example Change the characters with movement periodically ex 1 2 3 WP MT 7 CAT 1122 0002 14 00 FAT777 14 15 Avoid combination Characters and background with large difference in luminance Black amp white black amp yellow black amp grey ex KA1710 12 00 UAO110 13 30 SYSTEM 245 SYSTEM STATUS NG Insert black data momentary eX 20th frame 1st frame 1 PD Public Display 2 TV Panel applied model 3SWR50MS 42 47WL10 42 47 55 60WL30 84WS70BS 3 Movin
12. een media player and structure 100mm distance to X Y Z axis direction e Should install dust filter in ventilation area e When the unit is operating you must keep temperature inside being 0 C 40 C uoneinueA yy 100mm Ventilation i Hotair Cool air 1 2 Minimum distance between media player and structure 100mm Dust filter e Monitor Back Cover Mount Condition Application model NC1000 NA1000 NA1100 MP500 PC100 e Minimum distance between player amp structure 100mm distance to X Y Z axis direction e 0 C lt Ambient temperature 40 C Structure 1 3 Periodic cleaning for ventilation area Mandatory Clean ventilation area for dust using vacuum cleaner periodically once in 2 3 months Make sure to turn off the signage media player and enclosure fan when cleaning 10 INSTALLATION GUIDE _ VIDEO WALL SIGNAGE Installation of Video Wall Signage product shall comply with the guide as described in the Easy Setup Guide Failure to follow these and other instructions will void any manufacturer warranty Special care is required to avoid Line Defect or damage to the panel The Easy Setup Guide is enclosed in the Video Wall Signage product box Video Wall Causes amp Phenomena of the Line Defect The line defect would occur on your set if you strike on the edge of the Set LOG LINE ON GLASS DEFECT Shock on Module Left Top Corner Left Top LOG Crack Horizontal
13. g Image Black image is strongly recommended as a screen saver GUARANTEE FOR BRIGHT AND DARK SUB PIXEL This article is a detailed description on how LG Electronics defines LCD pixel criteria for warranty as applied to all LG Electronics Signage and Hotel TV product 1 Definition of bright and dark sub pixel The LCD Monitor panel contains millions of red green and blue sub pixels which when combined displays the monitor colors as shown in Picture 1 Some sub pixels may exhibit as bright or dark spots on the screen as shown in Picture 2 with the following symptoms Bright sub pixel The symptom that some very small spots like red green or blue emitlighton the screen Dark sub pixel The symptom that some very small spots are visible on the screen Picture 1 Picture 2 lt Sub Pixel gt A 1 pixel is a combination of one red one green and one blue sub pixel lt Pixel gt Bright sub pixel Dark sub pixel 2 Guarantee for bright and dark sub pixel Brightor dark sub pixels can occur during the production of the LCD Monitor panel but does notaffectthe LCD Monitor functionality The customer may notice the bright or dark spots if the film of the liquid crystal does not perform as expected while customers uses the LCD monitor However this is not considered a defect unless the number of bright and dark sub pixels exceeds the maximum allowable threshold as shown in Table 1 Table 1 Allowed number of bright and da
14. g com mx Panama Romano Emiliani 315 6888 N Costa Rica Ecuador Venezuela El Salvador Rep Dominicana Nicaragua Guatemala En Cuba Miami Puerto Rico Brazil Valdiney Santos 0800 727 5454 3003 5454 helpdesk bs saclg com br CABA y GBA 0800 888 5454 sud 2 13 APPENDIX_REGIONAL CONTACT POINT EUROPE SCA Technical Help Desk Web Email Support B2B 2 2 Netherlands Robert Haller 0900 543 2222 www lgcommercial eu service Spain Mariano Valiente 96 305 05 66 http www lg com es support Francisco Tatay preventa lge com Carlos Tovar Andrew Hall 844 248 6655 Igsupport 2sbe ltd co uk Italy 199 600 122 http www lg convit support Nordic Mika Bj rksten 0770 54 54 50 b2b lgservice se Poland 801 801 054 www lg comvpl wsparcie Germany Patrick Hoff 0 18 03 807 020 b2b service lge de France Alcide 32 60 dites LG PRO www lg comrfr DOS SANTOS savbtob lge com Jean SAMADYRAD Czech Pavel Skabrada CZ 810 200 280 www lg com cz Republic SK 0850 850 710 Hungary Istvan Ferencz 06 40 1000 54 www lg com hu ug yfelszolgalat lge com Portugal Marco Almeida 808 505 222 www lg com pt Greece Matsamakis 801 11 500 400 http www lg com gr b2b Markos http www lg convgr b2b contact us Austria Josef Hrdlicka 0810 144 131 m Russia Suren Shindyan 8 800 200 76 70 www lg b2b ru suren shindyan lge com Sydorenko 0 800 303 000 Kazakhstan Kirill Kim https wws lg com kz commercial contact us
15. range of stylish efficient business solutions TV Signage z EzSign TV From signage monitor hotel tv to security LG s innovative solutions have you covered Media Player Accessories PRODUCTS li E D Monitor Signage The WS amp VVL series guarantee the lowest energy consumption by using the smart energy saving LED nmental regulations LCD Video Wall Outdoor Semi Outdoor Touch Stretched Transparent TV Signage Media Player Accessories SOLUTIONS PARTNERS SUPPORT i i Eco Friendly amp Professional ABOUT US 72WS70 FEATURE 5 DOWNLOAD For the most accurate technical information regarding features specifications installation and operation of your LG product including all Warranty Terms amp Conditions refer to the Owner s Manual and other documents available for this product SORTBY Sofware 6 CATEGORY Software B4WS70_FLASH_V03 01 09 5552 USB epk 12 APPENDIX_REGIONAL CONTACT POINT NA SCA In case of difficulty details of our authorized Service Centers can be obtained from LG Service Department who will also be pleased to help you with regard to queries concerning the guarantee or the use of your product Region Country Help Desk Web Email PP e B2B B2B B2C Larry Fullone 1 888 865 3026 comm display lge com A Mohamad Canada SOM 1 888 542 2623 b2b support 2lge com Mexico Marina Caballero 1 800 288 54 54 http www l
16. rk sub pixel 1 1 Dark sub pixel Code Resolution Sub Pixel Quantity Dark Sub Pixel SXGA 5 4 1 280 x 1 024 3 932 160 4 Maximum WXGA 16 10 1 440 x 900 3 888 000 4 Maximum HD 16 9 1 366 x 768 3 147 264 3 Maximum HD 16 9 1 600 x 900 4 320 000 4 Maximum UXGA 4 3 1 600 x 1 200 5 760 000 6 Maximum FHD 16 9 1 920 x 1 080 6 220 800 6 Maximum WSXGA 16 10 1 680 x 1 050 5 292 000 5 Maximum WUXGA 16 10 1 920 x 1 200 6 912 000 7 Maximum WQXGA 16 10 2 560 x 1 600 12 288 000 12 Maximum 1 2 Partial Bright sub pixel Partial Bright sub pixel Among Bright sub pixel the size of sub pixel which appeared than half size of sub pixel is defined as partial bright sub pixel Inspection Pattern Partial Bright sub pixel 64 gray Max 10 Sub Pixel Partial Bright sub pixel INSTALLATION GUIDE _ OPEN FRAME Installation of Open frame Signage shall comply with the guide as described in the Installation Check Guide Failure to follow these and other instructions will void any manufacturer warranty The full version of Installation Check Guide will be provided separately OPENFRAME SIGNAGE 1 1 Keep temperature 0 C 40 C Mandatory When designing the enclosure the temperature inside the enclosure must be maintained between 0 C and 40 C 1 2 Consider using a cooling amp heater solution Mandatory To maintain the temperature inside the enclosure you may consider using a cooling and heater solution such as
17. very ticket as evidence of the Date of Purchase for proof of warranty you may be required to submita copy to LGE or a LGE service representative Some provision can be different via legal issue by each country or region Thefollowing areNOT COVERED UNDER WARRANTY Damage caused in shipping ortransit moving or changing installation location Product damage due to improper customer installation or installation inconsistent with the guide in owner s manual and other LG s instruction eg productinstalled in a place with excessive dust abundantoil mist chemical substances are used operating in very high or low temperature high humidity Product issues due to deficient signal reception or set up adjustments Product issues caused by use of parts peripherals or software not recommended by LG Product issues due to modification of orto any part of the Product Consumable parts or accessories such as fuses or disposable batteries Damage including cosmetic damage or failure due to misuse abuse negligence improper maintenance or storage or to acts of God or other causes beyond LG s control Causes beyond LG s control include butare not limited to lightning strike power surges power outages and water damage Product issues due to repair or replacementof warranted parts by other than LG authorized service center Product where the original factory serial numbers have been removed defaced or changed in any way
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