SERVICE PROCEDURE

1) PROVIDE INFO TO LG
Please have the following information available when you call:
· Model Number
· Serial Number
· Location of Unit
· Description of Problem
· Contact Name, Phone Number & Email
· Property code (MARSHA, etc.) if applicable

2) CASE NUMBER
· Case number will be provided
NOTE: All case numbers should be retained for future reference

3) SERVICE
· A Service Center will be assigned to provide the warranty service
· Service Center contact information will be provided (if available)
NOTE: All "Mounted" units must be taken down prior to the service appointment

4) 1st APPOINTMENT
· Most service appointments are provided on site within 3 business days

5) ESCALATION / PROPERTY-WIDE SERVICE
· Multiple quantities (5 or more)
· Property-wide symptom
· Assigned engineer will offer investigation on site or via phone and resolution
· Multiple levels of engineering assistance could be utilized (regional, factory, HQ)

30 DAY RETURN PROCEDURE

CONCEALED DAMAGE (SALES):
Product that is damaged but unseen from the outside of the carton, Contact our Product Support Manager, Tammy Hansen. Concealed damaged must be reported within 30 days of date received. Visible damage should be refused and not accepted at time of delivery.

DOA POLICY (SALES):
Out of box DOA (DEAD ON ARRIVAL) are now eligible for exchange within 30 days of date received. Contact Tammy Hansen or Laurice Deguzman. After 30 days, (no exceptions) it is to be called into our Product Support Line at 888-865-3026 to schedule for repair. If unit has been installed and then fails within the 30 days unit must be called into our Product Support line and arranged for service. Also all DOA product must be returned in original packaging.

RA PROCEDURE (SALES):
Within 5 Busness Days of contacting Tammy Hansen, an RA will be issued to the location of the defective product. A replacement will be shipped once the Dealer/Reseller has signed off on the RA authorizing sales to send out a replacement. The replacement will be billed to the Dealer/Reseller. Once the defective product is returned a credit will be issued to the Dealer/Reseller.

Commercial Sales DOA Contact Points
Contact Information		Items Covered
Tammy Hansen Commercial Product Support Manager (Commercial TV)	tammy.hansen@lge.com	· LG Accessory Returns · 30 day DOA Returns · Damaged Returns
Commercial Support Contact Points
Contact Information		Items Covered
Commercial Product Support Hotline	office: (888) 865-3026	· Lodging, Healthcare, Education, System Integrators & B2B · Digital Display and PTAC
Mitzi Smith Assistant Manager	mitzi.smith@lge.com office: (256)542-2783	· 1st Escalation Point for Service Inquiries
Steven Bustos B2B Service Manager	steven.bustos@lge.com office: (256) 774-4072	· 2nd Escalation Point for Service Inquiries
Larry Fullone Technical Assistance Center Senior Manager	larry.fullone@lge.com office: (256) 774-4167	· Property-wide Service Inquiries · Escalated TV Service Issues · Engineering Investigation Assistance · Technical Product Knowledge
Tracey Janey B2B Service Director	tracey.janey@lge.com office: (256)772-4509	· Final Escalation Point from above contacts

 Commercial Warranties (22 KB)

For additional information, please visit our US Customer Support Website.

Commercial Television

Q: My TV will not power on.
A: Check outlet and power cord.

Q: My TV has no remote operation but front panel works.
A: Check remote control input on back of TV.

Q: My TV powers off after 2 hours.
A: Disable auto on feature or send a remote command after unit comes on and this should disable this feature.

Q: TV not working or communicating with Lodgenet.
A: Make sure D-Box is turned on (especially if the unit has just come back from repair).

Q: Remote not working with hospital sets.
A: Make sure switch on remote is set to bed 2 (remote ships with switch on bed 1 by default).

Q: Unit loses audio after a couple of seconds of being on.
A: If no RJP is connected make sure line 93 in installers menu is set to 0 or audio loss will occur.