LG MS86E2S200M User Manual
Displayed below is the user manual for MS86E2S200M by LG which is a product in the Warranty & Support Extensions category. This manual has pages.
Related Manuals
REV20210705
B2B Customer Service Guide
LG Electronics Inc.
January 2021
REV20210705
This information letter describes the warranty policy for LGE Commercial Display. The objective of this
information letter is to inform Customers on the way of working in case of a defective Commercial Display.
Warranty Policy
Base Warranty Period (Nordic)
1. Warranty Policy
Monitor Signage: 3 years Swap + De/Re-installation
Commercial / Hospitality TV : 3 years Repair & Return (2 years for models bought before 2019)
Media Player: 1 year Repair & Return
Desktop Monitor: 3 years Repair & Return
Medical Monitor 3 years Swap
Diagnostic Display 5 year Swap
LED Signage: 3 years Repair & Return + 2% swap stock
LGESW Service Policy
Base Warranty OLED (Nordic)
OLED Commercial / Hospitality TV : 3 years Repair & Return
OLED Open Frame: 3 years Swap only
OLED Monitor Signage 3 years Swap + De-/Re-installation
Transparent OLED 3 years Swap only
Warranty Condition Repair “Within Warranty” Period
Warranty period –Proof of purchase or installation date.
Valid for product purchased from LG Electronics Nordic or Authorized Distributor.
Within warranty period, defective products will be repaired/replaced free of charge.
Free telephone support.
Pick-up and delivery service where on-site repair is unavailable.
Product sent for service inspection shall be sent with complete contents (accessories etc),
complete box contents and pictures of defective unit.
Customer is responsible for proper information of the defective unit.
The target lead time of swap + de-/re-installation is 2 working days.
The target lead time for Repair & Return is 3-5 days (at workshop).
The target lead time for LED Repair & Return is 31 days. See page 9 & 10 for details.
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 & measurement as defective unit.
1
REV20210705
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Warranty Limitation
Products not purchased from LG Electronics Nordic or an LG Electronics Nordic
authorized LGE distributor or dealer/partner.
Damage caused in shipping or transit, 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. product installed in a place
with excessive dust, abundant oil mist, chemical substances are used, operating in very
high or low temperature, high humidity).
Product issues due to repair or replacement of parts by other than LG authorized
service center.
Failures which have their cause in an intervention, manipulation and / repairs by
unauthorized service technician.
Any product on which the serial number has been defaced, modified or removed.
Damage, deterioration, or malfunction resulting from:
A. Accident, abuse, misuse, neglect, improper ventilation, fire, water, disaster,
lightning, saltiness, or other acts of nature, smoke exposure (cigarette or
otherwise), unauthorized product modification (including use of an unauthorized
mount), or failure to follow instructions supplied with the product.
B. Causes external to the product, such as *electric power fluctuations or failure.
C. Product issues caused by use of parts, peripherals or software not
recommended by LG.
D. Normal wear and tear.
E. Customer caused defects, including but not limited to: cracked LCD, scratched
LCD, or scratched/defaced/altered plastics.
F. Image Sticking or Image Retention caused by displaying fixed image or same
pattern for a long time.
G. Any other cause, which does not relate to a product defect in material or
workmanship.
H. Operating the display outside the suggested normal usage conditions stated in
the User Guide.
I. Failures caused by physical, such as housings, plastics, paints, enamels, glass,
trim and similar break.
J. By the use of unsuitable accessories in the apparatus
Any costs for on-site removal, installation, set-up, or other labor services.
Any component or accessory inside or outside the apparatus, which is not specified and
included in this warranty certificate.
* guaranteed voltage: 100V ~ 240V
2. Warranty Limitation LGESW Service Policy
REV20210705
3
This information letter describes the warranty policy for LGE Commercial Display. The objective of this
information letter is to inform Customers on the way of working in case of a defective Commercial Display.
Warranty Policy LGESW Service Policy
Warranty Policy
* This service level is not free of charge and requires Multicountry warranty.
** Swap offered on project basis.
*** BOG = Bought out Guarantee due to no local service presence
Local purchase is recommended for World Wide Service
Sweden
Finland
N/A
N/A
Basic
Basic
BOG***
Basic
Basic
3
Greenland
Faeroe Islands
Iceland
3
N/A
3
3
N/A
Warranty
(Years)
Region
Denmark
Norway
Åland Islands
Regional
Service type
BOG***
BOG***
BOG***
Signage Lite
OLED Signage
OLED Open
Frame
Monitor Signage
Desktop Monitor
LED Signage
Commercial TV
Hospitality TV
Part Swap
Part Swap*
Part Swap
Product group
SWAP +
De/Re-
install
Repair on-
site 3-5
Days*
Local
Service
Level
Repair
& Return
/ Swap**
Repair on-
site 3-5
Days*
Local
Service
Level
SWAP +
De/Re-
install
Repair on-
site 3-5
Days*
Local
Service
Level
SWAP
Only
Repair on-
site / 3-5
Days*
Local
Service
Level
Repair &
Return
Repair &
Return*
Local
Service
Level
SWAP +
De/Re-
install
Repair &
Return*
Local
Service
Level
Nordics
Pan-EU
World
Wide
Repair &
Return
Repair &
Return*
Local
Service
Level
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In case of “Extended Warranty” claims, customer is able
to use the same process like for “Within Warranty” with
the same conditions as “In Warranty” repair. When regist
ering the product information to the service offering
system, extended Warranty is validated based on the
serial number provided via the Site Installation report
Signage / Desktop Monitor Extended Warranty can be
extended up to 5 years but may not be purchased 6
months prior to original warranty expiration.
Commercial / Hospitality TV Extended Warranty can be
extended to 5 years but may not be purchased 6 months
prior to original warranty expiration.
Extended Warranty
DOA / Hidden Damage / Extended Warranty
Hidden Damage Policy
In case of physical damage to product, unit with all contents will be
investigated at Authorized Service Center.
Product is purchased from LG Electronics Nordic or Authorized
Distributor.
Verification of correlated damage between product, box and
content.
During Hidden damage report scenario SLA may not be
fulfilled.
LG Electronics Nordic reserves the right to reject improper
Hidden Damage cases.
DOA Period 14 days starting from Purchase date or date of
installation (work order need to be provided as base for the claim)
In case of physical damage, the defect product has to be
returned to LGE for inspection/verification before a new product
can be provided to the customer.
If the defect product has impact/pressure damage or has been
used for longer period of time, the claim will not be accepted.
No de/reinstallation will be provided in case of physical damage.
LG Electronics Nordic reserves the right to reject improper DOA
cases. LGE Direct Delivery transport damage is to be reported
directly to your LGE SCM contact.
Transport damages must be reported to the transport company,
LG Direct Deliveries is to be reported directly to LG Logistic point
of contact.
Small or Single deliveries must be transported either on
pallet or fastened to inner wall of the delivery truck with a
denial of delivery if not transported properly. As evidence,
document faulty deliveries with a photo. Failure to comply will
result in denied DOA claim.
If original packaging has been scrapped or destroyed,DOA claim
is invalid
DOA Policy
DOA Process
Delivered
within 14
days?
No
CST/SI detect DOA
Physical
damage
on original
box?
Yes
Report to Courier or
SI / Distributor
Yes
No
Normal service
process
Original
packing +
accessories
No
Yes
Pictures of product damage (in case physical
damage)
Pictures of original box & styrofoam to confirm
no internal damage
Invoice
Proof of delivery or work order (if invoice is older
than 14 days)
Required documentation
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3. LGESW B2B SVC Offerings LGESW Service Policy
Repair & return
Pick up at customer site with prepaid freight bill and delivered to Service center.
Service center repair and send back unit to customer. Repair time 3-5 days (at
workshop).
SWAP
Replacement unit is sent to customer site when service is claimed
Installation is made by SI/End User, defective unit is packed up and sent to service
center with prepaid freight solution.
In case of Out-of-Warranty cases, Out-of-Warranty cost will be handled after End User
is solved by swap.
On-site repair
LG Service technician visit customer site and repair onsite.
Defective unit must be accessible, i.e. De-installed and Re-installed by SI/Customer.
SWAP with De/Re-Installation within Nordic
Authorized service technician visit customer and arrange de-install of defective product
within agreed SLA (basic SLA 2 days).
Exchange defective unit with SWAP and Re-install or repairs unit on-site.
LED Signage Repair & Return +2% swap stock:
2% FOC parts will be supplied together with the LED Display product.
Onsite service should be handled by SI.
After SI has replaced defect part, SI will ship to LG Repair the defect part and return
it to customer in 31 days.
Optional Warranty extension (up to 2 years) is available.
Service limitations:
Third party S/W solutions is not supported.
Enclosures in installation requires SI to either make defective available prior to visit or
assist in accessing faulty unit during visit.
Above 3 meters from floor level will require lift or platform and is not covered by service
level. Actual cost for hiring lift etc. will be invoiced to SI/End User & agreed SLA may
not be fulfilled.
Far outside urban areas = SWAP only
Ensure sufficient access and space for two people to safely work on the product and
that no special lifting or climbing equipment is needed
Ensure that there is no entry restrictions to the location which have not been
previously cleared. (i.e Airports, Cruiser ships)
For Display in a Video Wall the display must be mounted on a “push-out” bracket
Service Levels
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4. LGESW B2B SVC Scenario Nordic LGESW Service Policy
Service Scenario & Process Time
Customer
B2B Helpdesk
B2B Helpdesk
(Approve SVC
Request)
Service Partner
(Case Dispatch)
SVC Request
Execution
SVC Request before
12.00 Service Completion
within 2 working days
SVC Request after
12.00 Service Completion
within 3 working days
LG B2B Service & Helpdesk
Sweden: 0771 54 54 50 Denmark: 80250940
Finland: 0145471032 Norway: 800 101 34
Email (All countries English) b2bservice@lge.com
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5. LGESW B2B SVC Policy LGESW Service Policy
In order to avoid unnecessary inconvenience, we advise you to follow below steps before
contacting LG B2B Helpdesk & Service Representatives:
• Read the operating instructions carefully (www.lgecommercial.com)
• Consult the user manual support section
• Consult your System Integrator or your Dealer
If service a repair is to be booked the following information is required by LG CIC to
complete the booking and fulfill the SLA time frame.
Installation information: Hidden Damage:
Address
Contact person
Phone
Model + Serial number
Detailed fault description
Installation date / purchase date
Responsible party (SI or End user) of defective unit in case of OOW:
Address
Contact person
Phone
Invoice address
E-mail
DOA needs to be reported to LG HelpDesk within 14 days, starting from delivery
date
Pictures of product damage (in case physical damage)
Pictures of original box & styrofoam to confirm no
internal damage
Invoice
Proof of delivery or work order (if invoice is older
than 14 days)
Customer / SI LG B2B CIC LG Swap Warehouse
Call before 12.00 Screen issue. Defect
Y/N
Send replacement unit
to service technician
SI Technician
replace onsite
48 (Urban areas)
Depending on customer call
Example Swap case (For full description please see LG Service routines)
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•To be able to purchase extended warranty or upgraded service levels (such as swap
outside Nordic) site information must be shared during purchase to LG Service
Team.
•Site installation report is always shared via mail to b2bservice@lge.com during
installation as a mandatory requirement from LG.
•This is a requirement so that service network & SWAP stock can be examined and give
the possibility to make adjustments if needed to make sure service level agreements
are fulfilled. Data is stored in LG´s internal system so it is easy to track
warranties via serial numbers if Proof of Purchase are lost.
•If no installation information is shared, warranty will not be valid even if enhanced
service level is purchased.
•Within EU we offer local service conditions, Repair on site 3-5 working days. SVC
condition in each installation country outside Nordic can be shared and configured prior
to sales if requested and handled on project basis.
•SI needs to submit site installation check guide and always contact LG if there are any
questions during installation.
Site Installation information report (Double click to open)
6. LGESW B2B ESP (Enhanced service plan) LGESW Service Policy
Site Installation Information
Installation Guide (Double click to open)
REV20210705
This information letter describes the warranty policy for LGE Commercial Display. The objective of this
information letter is to inform Customers on the way of working in case of a defective Commercial Display.
Warranty Policy
1. Warranty Policy LGESW Service Policy
1. Base Warranty Period LED Signage:
3 years Repair & Return
5% FOC parts will be supplied together with the LED Display product
Onsite service should be handled by Responsible Party.
After Maintainer has replaced defect part, transport to LG Electronics Nordic office.
Instructions can be found in RMA Template.
LG will repair the defect part and return it to customer within 31 days.
Optional Warranty extension (up to 2 years) is available.
The target lead time for LED Repair & Return is 31 days. See page 3 & 7 for details
2. Warranty Start Date
a) The Limited Warranty begins from the date of delivery and shall only extend to the original
end-customer.
b) Since the date of the installation, if the case is the installation should be demonstrated by
written and photos the of the installation and approved by the LGE service team, and stamped
once again the installation was concluded.
c) If the original document of the purchased or installation its not presented, LGE will take the
manufacturing serial number of the product.
3. Limited Warranty Exceptions
a) Defects, failures, damages or performance limitations caused in whole or in part by customer
misuse, mishandling, improper operation, tampering, abuse, neglect or any other customer
misconduct.
b) Products repaired or serviced by unauthorized personnel, removal of warning labels,
original seals or serial numbers and or protection devices, use of non-factory parts for service or
repair.
c) Product exposed in extreme conditions, including but not limited to extreme weather condition
s, humidity, salinity, stress, radiation, lightning strike, water condition exceeding the
specified IP rating, etc.
d) Natural reduction in brightness and/or color under normal operation. Slight difference in
brightness and color without compromising product functionality. There might be differences in
brightness and color for different batches of products. Though LGE adheres to a demanding
standard in LED package bin tolerance, LGE does not guarantee full consistency in brightness
or color when mixing products of different batches. Screen shall be stored in dry and ventilated
area.If the screen was damaged due to inappropriate environment, LGE will not be responsible.
e) Seam performance and flatness depend largely on installation structure and installation
process. LGE is not responsible for any display error caused by installation structure and/or
installation methods, which should be worked by and between end-customer and steel structure
company or the installer so the installation method can be adjusted until the screen fits the
tolerance. Seam and flatness of LGE products within LGE standard tolerance should all be
regarded as qualified products. If the tolerance range in an LGE LED Signage is too wide and
significantly affects display effect, LGE should be responsible to keep display tolerance within
standard tolerance.
1
REV20210705
This information letter describes the warranty policy for LGE Commercial Display. The objective of this
information letter is to inform Customers on the way of working in case of a defective Commercial Display.
Warranty Policy
1. Warranty Policy LGESW Service Policy
RMA Process
①Spare parts will be supplied together with the Main LED Display. (RMA part list and quantity
shall be informed by LGE to SI prior to shipment)
②Spare parts would be LED Display Module, Power Supply, LED/System Controller, Receivin
g card, Hub board, connector board, etc,.
③Repaired or replaced part(s) shall be returned to SI within xx (xx) working days from the rece
ipt date of such defective parts by LGE Subsidiary.
If delivery schedule expect to exceed xx (xx) working days due to either raw material delivery s
chedule or by other critical reasons,
LGE shall notify SI on the estimated delivery date by no later than 10 working days from the rec
eipt date of defective part(s) and will do its best efforts
to expedite delivery.
④LGE will reject unauthorized return delivery via pay upon arrival and will not be liable for any
tariffs and custom clearance fees. LGE shall not be held liable for any defects, damages or loss
es of the repaired products or parts due to transportation or improper package.
B) System Integrator(or Maintainer) : has a responsibility to manage spare parts and Swap the
defective parts from installed screen
①After swap the defective parts, SI shall contact to LGE and request RMA.
②should pack the parts/product properly in its original packaging or compatible packaging to p
revent shipping damage.
③All fees for shipping returned the parts/product to LGE shall be paid by the SI or End-custom
er.
1
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4. LGESW LED SVC Nordic LGESW Service Policy
Service Scenario & Process Time
LG B2B Service & Helpdesk
Sweden: 0771 54 54 50 Denmark: 80250940
Finland: 0145471032 Norway: 800 101 34
Email (All countries English) b2bservice@lge.com
Lead times for repair of modules/parts should be expected to 31 days
[ Shipping Cost ]
LG
RMA
SI
Onsite
End User Site
3
4
2
1
1
23
4
End user fault report & SI onsite visit
SI ships defect sparepart to LG (SI cost)
LG ships repaired spareparts to SI (LG cost)
SI returns repaired spareparts to End User Site
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4. LGESW LED SVC Nordic LGESW Service Policy
Service Scenario & Process Time
LG B2B Service & Helpdesk
Sweden: 0771 54 54 50 Denmark: 80250940
Finland: 0145471032 Norway: 800 101 34
Email (All countries English) b2bservice@lge.com
Lead times for repair of modules/parts should be expected to 31 days
①: SI (Truck)
②: LG Electronics (Air)
③: Factory (Air)
④: LG Electronics (Truck)
[ Shipping Cost ]
①
②
③
④
REV20210705
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Final report with serial nu
mbers are uploaded in th
e system and warranties
will be activated and vali
d. Customer invoice is
POP
SI / Dist / End
user
Responsibilities
Newly Purchased Units
End user need extended
warranty together with
product order. Ask your KAM
about warranty
models if missing
Place order with models
& warranty extension
model
LGESW
When purchasing extended warranty or multi country warranty it is mandatory that units are registered in a “
Site Installation report” and shared with LG Electronics. This information is mandatory so that the
warranty is registered to the product serial number and saved in the service database.
7. LGESW B2B Extended Warranty Process
Process order & deliver
products
Receive products and re
port serial numbers duri
ng installation
Fill site installation
report to register
warranty and share with
LG via mail:
b2bservice@lge.com
Invoice sent & Final repo
rt with serial numbers are
uploaded in the system a
nd warranties will be acti
vated and valid. Custom
ers invoice is POP
Already Purchased Units
End user need extended
warranty on already sold prod
ucts, not older than 6 months
from orignal warranty
expiration. Ask your KAM abo
ut warranty models if missing
Fill in site installation report of i
nstalled units that need extende
d warranties and share with LG
: b2bservice@lge.com & KAM
Place order with
warranty extension
model
Multi country outside
Nordics
End user need warranty ou
tside Nordics with product
order. Ask your KAM about
warranty models if missing
Check servi
ce capability
(SWAP
stock etc)
Approved?
No
Yes
Final report with
serial numbers are
uploaded in the system a
nd warranties will be acti
vated and valid.
Customer invoice is POP
Fill in site installation report with
information about installation lo
cations without serial numbers
and share with LG : b2bservice
@lge.com & KAM
Place order with
warranty extension
model
Check
service
capability
(SWAP
stock etc)
Approved?
No
Yes
Process order & deliver
products
Receive units and after install
ation report serial numbers to
the site installation report and
share with LG: b2bservice@l
ge.com & KAM