| Repair Procedure for all Commercial Products: Please call 888-865-3026. A case number will be assigned and a service technician will be dispatched. It is important to be as precise as possible when describing the symptoms and location of the unit. If the unit is mounted, it must be removed from its wall mount prior to service.
Concealed Damage (Sales): For product that is damaged but unseen from the outside of the carton, please contact our Product Support Manager, Tammy Hansen (tammy.hansen@lge.com). Concealed damaged claims must be reported within 30 days of the date you receive the product or they will be waived. For product with visible damage you must refuse the product and not accept delivery.
DOA Policy (Sales): Out-of-the-box DOA (DEAD ON ARRIVAL) product is now eligible for exchange within 30 days of the date you received the product. Please contact Tammy Hansen (tammy.hansen@lge.com) or Laurice Deguzman (mguzman@lge.com). After 30 days, you must call our Product Support Line at 888-865-3026 to schedule a repair (no exceptions). If a unit has been installed and then fails within the first 30 days, you must call our Product Support line and arranged for service. All DOA product must be returned in its original packaging.
Return Authorization (RA) Procedure: (Sales): Please contact Tammy Hansen (tammy.hansen@lge.com) or Laurice Deguzman (mguzman@lge.com) for RA requests. RAs will be issued for valid requests within 48 hours of and will be issued to the location of the defective product. A replacement unit will be shipped once the you have signed off on the RA. You will be billed for the replacement. Once the defective product is returned, you will be issued a credit.
Commercial Support Policy & Service Procedure for large screen PDP, LCD, and CRT products
Dedicated LG Commercial Product Support is available Monday through Friday from 7 am - 7 pm CST. For service related questions and/or to schedule repairs on any Commercial Product (Plasma, LCD, and CRT) please call 888-865-3026 toll free. Please have the following information available when you call:
- Model Number
- Serial Number
- Location of Unit
- Description of Problem
- Contact Name & Phone Number
The information will be entered into the call tracking system and a case number will be provided. This case number is required for inquiries regarding service or repair status.
A local Authorized Service Center will be assigned to provide the warranty service. In most cases, you will be advised of the Authorized Service Center’s information during your call.
NOTE: All "Mounted" units must be taken down prior to the ASC Arrival.
Most Authorized Service Centers provide on-site service within 3 working days, depending on call volume. In most cases, the ASC will pick-up your unit, repair it at their repair facility and return it after repairs have been completed.
For additional information, please visit our US Customer Support Website.
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