Print

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

  • picture
    SI
  • picture
    Installer
  • picture
    Consultant

B2B Service (Service Offering)

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

Customer

General Warranty

  • picture

    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.

  • picture

    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.
Print

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.
Print

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

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 Muñoz
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
Print

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.

    Warranty Conditions
    To obtain extended warranty the installer / installation company must have attended the relevant LG product training course and hold a valid FGAS certificate.
    For Multi V VRF systems, pre-commissioning and post commissioning documentation needs to be provided along with an LG LATS HVAC report within 30 days of the system commissioning
    which must be carried out by a certified LGE product engineer or be commissioned by a LGE Technical member of staff.
    For Multi Split and Single Split air conditioning system the system will have 5 years warranty from date of commissioning if installed by a LG certified trained installer.

Heating Product Warranty

  • Therma V (AWHP)

    Basic Warranty

    1 Years

    Extended Warranty

    3-7 Years

    Remarks

    Must be serviced biannually.

    Warranty Conditions
    To qualify for 3 years basic warranty LGE must receive the product commissioning sheet and a system diagram. If no paperwork is received the system will only have the standard 1 year manufactures warranty.
    For 7 years warranty, LGE must receive the product commissioning sheet, the LATS Therma V report (if operating on R410 refrigerant) and MCS submittal document if applicable.
    A system diagram will need to be sent and the installation must include a Hydraulics separation. A magnetic filter and a flow indicator is highly recommended. All paperwork must be received within 30 days of the system commissioning.

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