When something goes wrong

One number, and we take it from there

You report the fault to us. We identify it, decide whether it is a warranty claim, and arrange whatever it needs — a part, a visit, or a change to what is being sent to the screen. You are not asked to work out whose problem it is, and you are not handed a supplier’s number and left to explain the fault a second time.

That is deliberate. On some projects the supply partner is the invoicing entity, which means the equipment warranty is theirs. Administering that claim is still our job, not yours.

Send a photograph first

It sounds trivial and it is the single thing that most shortens a repair. A photograph of the whole screen with the fault visible, plus a short video if it is intermittent, usually identifies the problem well enough to know which part is needed.

The alternative — someone travels, looks, orders a part, and travels again — is how a two-day fix becomes a two-week one. Most faults on an LED display are one of a small number of things, and nearly all of them are visible.

What usually goes wrong

The one fault a service visit cannot lift

If the screen looks fine in person and bands in photographs, refresh rate is the likely cause. Shutter speed and controller configuration are worth checking first and occasionally help, but the driver ICs set the ceiling when the panel is built, so a low-refresh panel cannot be configured into a high-refresh one.

We raise it before the sale rather than after, because it is the specification most often left off a quotation and the one customers discover at the worst possible moment — usually watching a wedding video. Our page on refresh rate and camera flicker explains what to specify, and the shutter settings to give a videographer on India’s 50 Hz supply.

How long attendance takes, honestly

We are not going to publish a national same-day promise. There is no network behind it, and a service commitment that cannot be met is worse than an honest one — you would find out on the day it mattered.

Warranty, and what falls outside it

The equipment warranty is the manufacturer’s, supplied through our partner, with duration and coverage stated in writing on your quotation. Ask for it there rather than accepting a verbal assurance; a warranty nobody wrote down is worth nothing in month fourteen.

• Covered: a confirmed manufacturing defect within the period, on the stated terms.
• Not covered: physical damage, water ingress caused by site conditions, electrical supply problems, and third-party modification.
• Often not the screen at all: a fault that turns out to be the content, the player or the network. We check that first, because it is free to rule out.

Where a visit is chargeable we tell you before anyone travels, not afterwards.

Keep these somewhere you can find them

Whoever handles this in two years will not be whoever bought it. Four things make that handover survivable:

1. The quotation, which states the pitch, the specification and the warranty terms.
2. The pixel dimensions of the screen, for anyone making content.
3. The CMS login, in your name rather than a supplier’s.
4. Any spare modules supplied with the installation, and where they were put.

If you have lost any of it and we supplied the screen, ask — we hold the record.

Common questions

My LED display has a dark rectangle in it. What is that?

Almost always a failed module or the receiving card behind it. It is the most common fault on an LED display, it is expected over a long enough life, and it is a module swap rather than a repair. Send us a photograph of the whole screen showing the dark area and we can usually identify it before anyone travels.

Part of my screen has gone a different colour. Is that fixable?

If a rectangle is slightly the wrong shade it is usually a module from a different production batch, which happens when a screen has been repaired before with whatever was available. It is cosmetic rather than a fault, and matching it means replacing modules rather than adjusting settings. Worth knowing before you are quoted for it.

The screen looks fine but flickers in photographs. Can that be fixed?

Usually not, and it is worth being straight about it. Banding on camera is mostly refresh rate, whose ceiling the driver ICs set at manufacture — the camera’s shutter speed and the controller configuration also play a part, and both are worth checking first, but neither will lift a low-capability panel into high-refresh territory. This is why we specify 3,840 Hz for anything that will be filmed, and why it belongs on the quotation rather than being discovered later.

Who provides the warranty?

The equipment warranty is the manufacturer’s, supplied through our supply partner, and the duration and coverage are stated in writing on your quotation rather than described verbally. We administer the claim for you — you raise it with us and we handle it from there. You should not have to manage a supplier relationship you never entered into.

How quickly can someone attend?

In Bengaluru, usually within a day or two of diagnosis. Elsewhere in Karnataka, scheduled. Outside Karnataka we coordinate a local partner, which takes longer to arrange and we will tell you how long rather than promising a number we cannot hold. Most faults are identified from photographs first, which often means the right part travels with the visit instead of prompting a second one.

Is a service visit chargeable?

A confirmed manufacturing defect inside the warranty period is covered on the terms stated on your quotation. Physical damage, water ingress through site conditions, electrical supply problems and third-party modification are not, and neither is a fault that turns out to be the content or the source rather than the screen. We tell you which we think it is before anyone travels.

Buying rather than repairing? The buying checklist covers what a complete quotation contains, and how to read one covers the four specifications that decide whether you are calling this page in year three.