There has been some confusion as to the proper process (protocol) when dealing with LG for Samsung TV replacement issues. 
We have broken down what the protocol will be for 4 different scenarios that you may run into: 
First Scenario (During Construction Remodel, Refresh, or E-Package) 
TV is broken due to construction related issues. 
(SOLUTION) Take pictures of breakage with power on and off if possible.  Indicate the make and model of the tv needing replacement. 
Contact via email Garth Easterwood ([email protected]) and Matt Howell ([email protected]) to explain the situation and await a response.  If further information is needed, they will contact you. 


(All other scenarios are after your remodel has been completed) 
Second Scenario (Broken TV – NO Manufacture Defects) 
TV is broken due to improper cleaning, handling, guest related issues, games being moved and hitting tv, being hit by ladder, etc. 
(SOLUTION) Take pictures of breakage with power on and off if possible.  Indicate the make and model of the tv needing replacement. 
                Contact via email Garth Easterwood ([email protected]) and Matt Howell ([email protected]) with pictures attached to explain the situation and await a response.  If further information is needed, they will contact you. 


Third Scenario (Broken TV – Manufacture Defects) 
If the TV fails due to a manufacture defect.  Bad Power supply, Lines on TV screen, flickering screen, discolored – lightened or darker area in screen, etc. 
(SOLUTION) Take pictures of the issue and the serial number.  Indicate the make, model, and serial number of the tv needing replacement. 
For LG TV’s Contact:  You need to contact Tech/Warranty Support at 1-888-865-3026 
                They will need the model and/or serial number to begin.  LG will either troubleshoot over the phone, dispatch a tech, or replace. 
                Take note of the work ticket number 
                 
For Samsung TV’s Contact:   
You need to contact Glass-Media via email at [email protected] 
Explain your issue in detail. 
Attach to email any pictures that may show your issue along with the serial number. 
Glass-Media will send out a replacement TV alongside equipment needed to package and return the defective TV. 
Once warranty replacement TV has arrived, inspect for damage, then pack up defective TV and return to Glass following their instructions. 
 
 
Forth Scenario (REPLACEMENT TV) 
When receiving your replacement TV, YOU MUST INSPECT the box BEFORE you sign for it!  
                Upon arrival the box is damaged, and you can clearly see that the tv is broken, you need to take pictures of the box, the serial number sticker on the box and if possible, of the broken tv (DO NOT OPEN BOX) and follow instructions below. 
                If you receive the box in good condition and find out that the TV is broken or just not working, you will need to follow instructions below. 
                For LG TV’s:  Contact LG using number 1-888-865-3026 and give them your work ticket number and explain your issue and any other information being asked for. 
                For Samsung TV’s:   Contact Glass-Media via email [email protected]  
                Provide Pictures of any damage to the box or issues with screen broken, and serial number.  Explain your issue and provide any work ticket number if provided earlier.
 

For all OUT OF WARRANTY Replacement TV’s 
                You need to contact via email Garth Easterwood ([email protected]) and Matt Howell ([email protected]) to explain the situation and await a response.  If further information is needed, they will contact you. 
Thank you and have a great day!