Business Warranty - Support & Help

LG B2B Service Introduction

LG B2B service conditions can be as per below examples/options. (Based upon contracted sales agreements. See local conditions.);

Rapid repair Service
Rapid Swap Service
Remote Diagnosis Service (e.g. If customer wants a remote diagnosis report)
Multinational (cross border) service (available for most countries. Speak to a local contact for clarification.)
Cruise Service
Installation Quality Control Service
Periodic Visit Maintenance Service (e.g every two months)
ACP (Advance Care Program) Service (currently only available in some countries, please check with local contact.)

B2B (Basic Service)

In Home, Pick up & Delivery, Carry-in, Swap

Direct Sales

Sales Through Partners

SI
Installer
Consultant

B2B Service (Service Offering)

Extended Warranty, Quick Swap / Repair / Response / Multinational Warranty, Dd/Re installation / Maintenance (Cleaning), Technical Support

Customer

General Warranty

Subject to the terms below, LG Electronics UK will, during the warranty period, authorise a free of charge repair or SWAP (whichever is applicable) of All LG product or its included accessories (as applicable) if, in LGE UK’s opinion, it it needs a repair because of a manufacturing or materials defect appearing within, and notified to LGE UK in accordance with its warranty, within such period.
This warranty is not transferable and applies to the original purchaser only. No LG employee, product re-seller or Authorized Service Centre has authority to vary the terms of this warranty. Goods presented for repair maybe replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
In case of distributor market, LGE entrusts distributor with full service for customer by sales discount program (BOG*).
LGE provides free buffer at shipment to the distributor. Distributor will hold full responsibility for customer.

Guidance for Warranty Period

Estimated standard for warranty period

LG electronics accomplish the product warranty according to local warranty conditions.

Part warranty period

Parts warranty period means the quality guaranteed for the parts which are either within the product itself, or which constitute part of the product package.
General parts warranty period - Basically, it make a rule to be same as the product warranty period. ( If the part is selected by core item, it will be applied based on the special criteria)

Warranty period for the General Product

Hotel TV

Basic Warranty

3 Years *
Monitor Signage

Basic Warranty

3 Years
Commercial Pro

Basic Warranty

3 Years **
Settop Box

Basic Warranty

2 Years

Warranty based on product sold in UK market
* Excludes OLED Hotel TV Models (65WU960H/55EU961H/65EU961H)
** Commercial Pro and Hotel TV basic warranty extension to 3 years, applies for products purchased from 2019 onwards

Warranty period for the General Product

SAC

Basic Warranty

3 Years

Extended Warranty

5 Years

Remarks

Must be serviced biannually.
RAC

Basic Warranty

3 Years

Extended Warranty

5 Years

Remarks

10 Years compressor warranty Must be serviced biannually
Thema V

Basic Warranty

3 Years

Extended Warranty

5 Years

Remarks

Must be serviced biannually.
Multi V

Basic Warranty

3 Years

Extended Warranty

7 Years

Remarks

Must be serviced biannually.

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.

Pre-Sales Step

The SI company install their hardware and software along with LG products.
The Sales Engineer of LG Electronics will support when SI request for Installation method or other technical queries.
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.

Post-Sales Step

If defect occurs, B2B customer will contact SI company first.
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.
If the defect caused by LG Electronics' product issue, SI engineer can escalate to the local B2B service contact point (refer to APPENDIX_REGIONAL CONTACT POINT).
De-installation & re-installation of the product should be executed by SI or B2B customer.
LG will seek to remedy the problem within the appointed period with customer by arranging LG designated service engineer.
Service conditions and warranty policies of all countries can be different. Warranty is subject to the applicable laws of the country in which is it used.

Limited Warranty

It is the user’s responsibility to ensure that the product is used in accordance with the manufacturers guidelines detailed in the instruction manual, supplied with the product, failure to do so will invalidate the warranty.

The followings are not covered under LG General warranty

Reason

Damaged Product

Not Covered

Damage caused in shipping or transit, moving or changing installation location.
Product damage due to improper customer installation or installation inconsistent with guide in owner’s manual and other LG’s instruction (eg. product installed in a place with excessive dust, abundant oil mist, chemical substances are used, operating in very high or low temperature, high humidity).
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 but are not limited to lightning strike, power surges, power outages and water damage).
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.

Reason

Product issues

Not Covered

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 or to any part of the Product.
Product issues due to repair or replacement of warranted parts by other than LG authorized service center.

Reason

Etc

Not Covered

Damage caused in shipping or transit, moving or changing installation location.
Product damage due to improper customer installation or installation inconsistent with guide in owner’s manual and other LG’s instruction (eg. product installed in a place with excessive dust, abundant oil mist, chemical substances are used, operating in very high or low temperature, high humidity).
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 but are not limited to lightning strike, power surges, power outages and water damage).
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.

User’s responsibility for the software supplied by LGE

Customer must comply with any technical limitations in the software that only allow to use it in certain ways.
Customer may
- not work around any technical limitations in the software;
- reverse engineer, decompile or disassemble the Software;
- make more copies of the Software than specified in this agreement;
- publish the software for others to copy
This software warranty does not apply to defects resulting from unauthorized modifications, misuse, abuse, or operation for purposes other than the intended use.

Guidance for Cruise Warranty

Warranty Policy

Warranty Period (Europe)

Commercial TV

Warranty period

2 Years
Monitor Signage

Warranty period

3 Years
Media Player

Warranty period

2 or 3 Years

(depends on purchased country)

From The date of installation of a new unit. Within the warranty period, defective products will be repaired free of charge.
In principle, The warranty period will be counted by the date of cruising start of a new unit, If customer and LGE get mutual agreement before contract.
Cruise operator need to share information in advance. Such as Cruise routes (include ports)/schedule, Appoint Ports for repair purpose and etc.
Sales support team needs to upload serial no and installation date (warranty start date) in the B2B GERP system. (Subs. B2B sales person needs to inform sales support team.)

Warranty Condition

Repair Within warranty

Warranty Period

Customer is responsible for proper information of the defective unit.
The target turnaround time of the repair is 1 to 14 days.
LGE will provide on-site repair at designated port.(LGE designate ports according to cruise company’s itinerary in advance.)
If the defective unit is not reparable by LG, The Unit will be replaced for same unit or substitute model which has a same quality as defective unit.

Warranty Condition

Repair Out of Warranty

Warranty Period

For “Out of Warranty” claims the process is the same as for “Within Warranty”. however, cost settlement process is that sales subsidiary provide quotation to cruise company. If cruise company accepts quotation, they need to prepayment service cost to sales subsidiary.
The required functional spare parts are available for the authorized B2B service workshops during 5 Years from the time that production ceases.

Warranty Condition

Repair Extended warranty

Warranty Period

In case of “Extended Warranty” claims customer is able to use the same process like for “Within Warranty”. When registering the product information to the service offering system. Extended Warranty is validated based on the serial number provided.

Warranty Condition

Return Dead on Arrival

(DOA)

Warranty Period

The means a Product that fail out of the Box or failed upon when is installation.
A LGE product is considered DOA if it shows symptoms of a functional failure, preventing basic operability, upon its first use out of the box.
In case the System Integrator has to contact LG representative within 30 calendar days of the invoice date.
The replacement product will be shipped in a special shipment box without accessories.
The defective product must be returned undamaged, using the packaging of the replacement product and without all accessories.

Global Service Network for Cruise Biz

Mediterranean Sea

Country / Port: Italy (Malt Napol Civitavecchi Savon Venice)
Sub. Contact Point: Massimo Rise
Email: massimo.rise@lge.com
Remarks: National 199-600-122; International +39-02-84254903

Country / Port: Spain / Barcelona
Sub. Contact Point: Mariano Valiente Carlos Tovar
Email: mariano.valiente@lge.com; carlos.tovar@lge.com
Remarks: +34 96 305 05 00; b2b.es@lge.com

Country / Port: Greece / Rhodes
Sub. Contact Point: MARKOS MATSAMAKIS
Email: mariano.valiente@lge.com; carlos.tovar@lge.com
Remarks: 801 11 200 900 or; 0030 210 4800564; (from mobile phone usage)

Northern Europe

Country / Port: Germany / Kiel
Sub. Contact Point: Patrick Hoff
Email: patrick.hoff@lge.com
Remarks: 01806-807020

Country / Port: Denmark / Copenhagen
Sub. Contact Point: Joacim Makenzius
Email: joacim.makenzius@lge.com
Remarks: 80250940

Country / Port: Sweden / Stockholm
Sub. Contact Point: joacim.makenzius@lge.com
Email: B2B@lgservice.se
Remarks: +46 (0) 771 54 54 50

Country / Port: Norway / Oslo
Sub. Contact Point: joacim.makenzius@lge.com
Email: B2B@lgservice.se
Remarks: +47 800 101 34

North Atlantic & North Pacific Ocean Country

Country / Port: USA / New York
Sub. Contact Point: Eddy Rosario/LGEAI Customer Service Field Service DMS
Email: eddy.rosario@lge.com
Remarks: 973) 303-6624

Country / Port: USA / Boston
Sub. Contact Point: Matthew Romano
Email: Targ@msn.com; mattr830@yahoo.com
Remarks: 6172774600

Country / Port: USA / Baltimore
Sub. Contact Point: Walter Cross
Email: walter.cross@lge.com
Remarks: +46 (0) 771 54 54 50

Country / Port: USA / Charleston
Sub. Contact Point: Darren Bradley
Email: alltronics@knology.net
Remarks: 843-766-0677

Country / Port: USA / Port Canaveral
Sub. Contact Point: Alejo Cortes/LGEAI Customer Service Field Service DMS
Email: al.cortes@lge.com
Remarks: (407) 408-7065

Country / Port: USA / Portland, ME
Sub. Contact Point: David Munster
Email: david@dmunsterstv.com
Remarks: 207-874-0724

Country / Port: USA / New Orlean
Sub. Contact Point: Daniel Cunningham
Email: daniel.cunningham@lge.com
Remarks: -

Country / Port: USA / Miami
Sub. Contact Point: Monte Moore/LGEAI Customer Service Field Service DMS
Email: monte.moore@lge.com
Remarks: (305) 978-0101

Country / Port: USA / San Francisco
Sub. Contact Point: James Loggia
Email: james.loggia@lge.com
Remarks: (209) 640-4634

South Pacific Ocean & Caribbean Sea

Country / Port: Mexico / Puerto Vallarta
Sub. Contact Point: Cesar Huerta
Email: electronica.integral@yahoo.com.mx
Remarks: 322 224 3736

Country / Port: Mexico / Cozumel
Sub. Contact Point: Fernado Diaz
Email: fer_diaz55@hotmail.com
Remarks: 999 9205660

Country / Port: Puertorico / San Juan
Sub. Contact Point: Luis Chen
Email: luis.chen@lge.com
Remarks: 001-800-510-9564

Country / Port: Chile / Punta Arenas
Sub. Contact Point: Jaime Donoso Alejandra Mu?oz
Email: jaime.donoso@lge.com; alejandra.munoz@lge.com
Remarks: (022) 2995400

Country / Port: Jamaika / Ocho Rios
Sub. Contact Point: Luis Chen
Email: luis.chen@lge.com
Remarks: Jamaica; 1-800-234-2675

Country / Port: USA / Kahului
Sub. Contact Point: -
Email: akastv808@gmail.com
Remarks: 808-564-0005

Country / Port: Dominican Rep. / Santo Domingo
Sub. Contact Point: Luis Chen
Email: luis.chen@lge.com
Remarks: Rep. Dominicana; 1-800-751-5454

Country / Port: Dominican Rep. / La Romana
Sub. Contact Point: Franklin Kwai Ben
Email: franklin.kwaiben@lge.com
Remarks: Rep. Dominicana; 1-800-751-5454; Barbados; 1-877-331-5112; St.Vincent; 1-877-841-5310

Middle East Sea & ASIA

Country / Port: UAE / Dubai
Sub. Contact Point: Mr. Rajkumar; (+971-50-850-7673); Mr. Na (+971-50-663-2426)
Email: gk.rajkumar@lge.com; steven.na@lge.com; Charles.Barbosa@jumbo.ae
Remarks: 800-54 / 04-8050299

Country / Port: Thailand / Any City(Harbor)
Sub. Contact Point: Mr. Sangbum Lee; (+66-85-488-8193); Mr. Jirawit; (+66-81-398-8654)
Email: sbum.lee@lge.com; jirawit.wat@lge.com
Remarks: +66-2-878-5757

Country / Port: China / Sanghai
Sub. Contact Point: 姜玲娣
Email: lingdi.jiang@lge.com
Remarks: 18917611010

HVAC Warranty

The Air Conditioning and Energy Solutions Technical Service Department at LG Electronics UK Ltd endeavours to provide world class assistance to help keep your LGE air conditioning and /or heat pump systems operating in all situations throughout the year.
We do this by partnering with well established and experienced distributors and hold regular technical product training courses for installers across the UK.
Everyone who has attended a training course will receive a certificate and an individual unique number.

Air Conditioning Warranty

Multi V VRF systems

Basic Warranty

3 Years

Extended Warranty

5 Years

Remarks

Must be serviced biannually.
Multi Split System

Basic Warranty

3 Years

Extended Warranty

5 Years

Remarks

Must be serviced biannually.
Single Split (RAC)

Basic Warranty

3 Years

Extended Warranty

5 Years

Remarks

10 year compressor part only warranty. Must be serviced biannually.

Heating Product Warranty

Therma V (AWHP)

Basic Warranty

1 Years

Extended Warranty

3-7 Years

Remarks

Must be serviced biannually.

Product not covered by LG Warranty

Claims resulting from incorrect installation, poor maintenance or misuse are outside the scope of product warranty.
Products that have been delivered incorrectly or damaged in transit are dealt with by the sales department and not under warranty claims. You should notify your distributor immediately as they are subject to a separate procedure.
For ordering spare parts outside of the warranty period contact the Technical Service Department or email aircon.spares@lge.com

Warranty Information

Warranty Information

LG B2B Service Introduction

General Warranty

Guidance for Warranty Period

Estimated standard for warranty period

Warranty period for the General Product

Warranty period for the General Product

Service Process

Pre-Sales Step

Post-Sales Step

Limited Warranty

The followings are not covered under LG General warranty

User’s responsibility for the software supplied by LGE

Guidance for Cruise Warranty

Warranty Policy

Warranty Period (Europe)

Warranty Condition

Global Service Network for Cruise Biz

HVAC Warranty

Air Conditioning Warranty

Heating Product Warranty

Product not covered by LG Warranty