LG Lookups

LG is a large brand for both appliances and electronics. In this course you will learn the ins, outs, ups and downs of everything that makes "Life Good". 

Intro to LG

Life's Good...

LG is a worldwide company that manufacturers a wide range of different products; Appliances, Mobile phones, Home Electronics, and much more. Here's a short clip to show you the new technology that LG is implementing with their washing machines:

Or the image stabilization in their G2 phone:

For more information about LG's product lines, you can have a look at http://www.lg.com/

 

How can a customer contact LG for support? (Multiple answers)

  • By Phone, E-mail and Live Chat, M-F 9:00 am – 9:00 pm EST
  • By E-mail
  • By Live Chat M-F 9:00 am – 9:00 pm EST
  • 1-888-542-2623 (24 hours a day, 7 days a week)

Looking up parts

Functional vs. Non-Functional... what!?

So, you have a customer with an LG product that is looking for parts. They've come to the right place... maybe.

LG currently has a policy in place that dictates which parts we can supply to a customer and which ones require a service call (Canada Only)

Thankfully, on the intranet, Leslie has set up an easy-to-understand list of what we can and cannot sell to our customers. Make sure to keep this in your bookmarks!

 

 

Functional, or Non-functional?

  • Washer door seal
    Functional
  • Fridge door seal
    Non-Functional
  • Microwave grease filter
    Non-Functional
  • Stove elements
    Functional
  • Dryer thermostat
    Functional
  • Stove conversion kit
    Non-Functional
  • Washer dispenser drawer assembly
    Non-Functional
  • Fridge door panels
    Non-Functional
  • Dryer drum rollers
    Functional

Moving right along... let's look up a part!

Here comes a call... what do we do?!?!?!

First thing’s first.

Make sure your customer has a valid model number, and that the model number they’re providing is COMPLETE. Otherwise, let them know where on the machine they can find the model. You can get this information under "Model Number Finder" on the Cheatsheets page of Academy.

After you've gotten the model number and verified that the part the customer is looking for is non-functional, you'll need to log into the LG website to look up their part. If the customer's part is functional, you'll want to get them in touch with LG's service department at 1-888-542-2623, Option 1 for service.

**CHECK THE INTRANET FOR UPDATED PASSWORDS - DO NOT LOCK US OUT!!**

Once you've logged in, a bar of options will show at the top of your screen.
Click on "Inventory" and then "Parts Portal".

The parts portal for LG has the ability to give us a lot of information.

Listed below are several methods for searching and adding parts to the order list window.
Option A - (Exploded View) Option B - (Part Number) Option C - (Part List)

 

OPTION A - Exploded View

1. Choose By Model; Enter Model or partial Model characters then Click icon.
2. Select the Service Model from the list; Product Model will populate.
3. Click Exploded View.
4. Find and click the location number; this will populate part information on the left hand side.

 

OPTION B - By Part Number

1. Type the part number then Click icon. Select the Part Number.
2. Click Inquiry; the part will populate in the part search window.

 

OPTION B - By Part List

1. Choose By Model; Enter Model or partial Model characters then Click icon.
2. Select the Service Model from the list; Product Model will populate.
3. Click Inquiry. The model part list will display.
4. Find and Click the Part Number. This will highlight the part.

Availability

How to Check availability

LG has updated their site, and now availability is on the same page as your parts! Here's a snippit on LG's Legend for Availability:

ACTIVE, Stock Availability YES : Order the original
ACTIVE, Stock Availability NO : Look for an alternate that is Active/Yes, and order that. If there isn't one, Order the original.

DISCONTINUED, Stock Availability NO : Look for an alternate that is Active/Yes, and order that. If there isn't one, This part is NLA.

TO BE DISCONTINUED, Stock Availability YES : Order the original

TO BE DISCONTINUED, Stock Availability NO : Look for an alternate that is Active/Yes, and order that. If there isn't one, This part is NLA.

You need to check availability on all parts, regardless of where you got the part number, if we have no stock.

Tips and tricks!

LG Magic Remotes

For some TVs, there are 2 remotes - a standard one, and a Magic/Smart remote. You can get the number for the remote in the customer's manual (on LG.com). Then look it up as a "Model number" in the lookup page to get a part number for ordering! Neat!!!

All about that base...

If you can't find the base/stand for a TV, you can use location numbers to find it in the parts list!
900 - Base
910 - Stand support/neck
A9/A10 - Screws
Wow!!!

Lookups with description!

For models that don't have an exploded view, you can also use the "Filter" option, seen above, to search by description or specification.

In the dropdown menu, try choosing "Description" and type handle. You'll see one for FF, and one for FZ.

Next, choose "Specification" and type "cooling". You'll see the motor that's associated with cooling!

Final Exam

What is the phone number for LG customer service?

  • 1 (800} 726-7864
  • 1 (888) 542-2623
  • 1 (800) 663-6060

Customer calls in with model GR-620RW, looking for a FF handle. What do you tell them?

  • 3650JA1070A - 8-10 business days backordered
  • 3650JA1069A - 8-10 business days backordered
  • 3650JA1070A - This part is NLA.

Drag and Drop the answers!

Use the LG site for this. Do not use AS400 or Google!
  • Is Leslie Reaugh the purchaser for LG?
    Yes
  • Is there a rush service for LG parts?
    No
  • What is the lead time to branch 001?
    8-10 days
  • What is the lead time to branch 030?
    2-5 days
  • How many stacking kits are listed on the intranet for LG?
    2
  • Are remotes non-functional?
    Yes
  • Are parts returned within 45 days subject to a restocking fee?
    No
  • Are parts returned within 46-90 days subject to a restocking fee?
    Yes, 20%
  • Are special order or non-stock parts returnable?
    No
  • Are pictures required for Damaged parts warranty?
    Yes
  • ADQ72910901 is the same as...
    5231JA2002A

A customer calls in looking for EBR78914105 and it's not in our system. What do you tell them?

  • This is a functional part that we do not carry. They will need to call 18885422623.
  • EBR78914150 is the active alternate for that part.

What is the lead time on non-stock LG parts?

  • BR 030 5-8 DAYS, BR 001 10-14 DAYS, BR 020 8-10 DAYS
  • BR 030 2-5 DAYS, BR 001 8-10 DAYS, BR 020 8-10 DAYS
  • BR 030 2-7 DAYS, BR 001 8-14 DAYS, BR 020 8-10 DAYS

Which of the following parts can we get for a Washing machine?

  • PCB
  • DRAIN HOSE
  • LOCK ASSEMBLY
  • INNER TUB
  • BELLOWS
  • WIRE HARNESSES

When Checking availability, after you enter the part number and you press inquiry, to find out if there is stock on the part what do you click next?

  • C
  • The part number
  • 3) Nothing, the site doesn’t tell you if stock is present

Can you order this part; AAP73031601?

  • Yes
  • No

Model number tells you to order # AAP73031601, as it is discontinued what part DO you order?

  • AAP73031604
  • AAP73831303

Where can you go to find a Magic Remote model number (AN-MR***) for a customer's model?

  • Their manual on the LG Website
  • Schematic
  • LG.ca/remotes

Once you find the AN-MR*** number, where can you input it to find the part number we use?

  • Under "Model number" on the LG Lookup site
  • Under "Part number" on the LG Lookup site
  • Under "Knowledge" on the LG Lookup site
  • Under "Field Service" on the LG Lookup site