How do I get replacement modules shipped to me?

To get replacement modules shipped to you for your LED sign, follow these steps to order new modules or request an exchange for defective ones. This process applies after you’ve identified that a module needs replacement (e.g., due to dead pixels or other failures). Below are clear instructions for customers, with additional guidance for support staff to ensure efficient processing.

Customer Instructions:

1. Visit the Repair Request Form: Go to https://ledsigncity.com/pages/repair-request-form to start the replacement process.
   
2. Log In to Your Account: Sign in to your LED Sign City account. If you don’t have an account, create one to proceed.
3. Complete the Form: Fill out the repair request form with the following details:
   • Specify the module resolution (e.g., P10, P8, P6).
   • Select the IC type for your module. If you’re unsure of the IC, refer to the parts locator at [insert parts locator link] or use Nova LCT software (for Viplex or VNNOX users) to read the information from your sign. Instructions for Nova LCT are available at [insert Nova LCT link].
   • Provide any additional details about the issue (e.g., dead pixels, discolored lines).
4. Submit the Request: Submit the completed form. The LED Sign City team will follow up within 24 hours if they need more information to process your request.
5. Await Confirmation and Lead Time: You’ll receive a response within 24 hours confirming your request and providing the expected lead time for shipping. Replacement modules are typically shipped within 48 business hours, but delays may occur if color matching is required (which can take up to 90 days for custom-built modules or 7 business days if compatible parts are in stock).
   
6. Receive Tracking Updates: Once your replacement module is shipped, you’ll receive tracking updates via email. Follow the provided instructions to package and return the defective module using the included shipping label.
   
7. Confirm Receipt: After delivery, LED Sign City will contact you to confirm receipt and ensure the new module functions correctly.
   

Support Staff Technical Guidance:

• Form Processing: Review submitted repair request forms promptly. Verify the module resolution and IC type against the customer’s order history or sign configuration in the database. If IC details are missing, contact the customer within 24 hours to clarify, referencing Nova LCT instructions if needed.
• Inventory Check: Confirm availability of the specified module (e.g., P10, P8) in stock. For color matching, check if compatible parts are available (7-day lead time) or if custom modules are required (up to 90 days). Inform the customer of the lead time in the initial response.
  
• Shipping Coordination: Process replacement module shipments within 48 business hours for standard requests. Generate a return shipping label for the defective module and include packaging instructions. Update the customer with tracking information via email.
  
• Quality Assurance: Inspect returned defective modules for patterns (e.g., IC failures, manufacturing defects) and log findings for quality control. Repair or replace modules as needed and ensure timely return to the customer.
• Follow-Up: After delivery, verify with the customer that the replacement module is functional. Document any issues and escalate to a technician if the new module fails to resolve the problem.
• Warranty Notes: Confirm the warranty status (5-year parts-only for programmable LED signs, with 100% coverage in year one, reducing 20% annually). Ensure defective modules are returned post-replacement to comply with warranty terms.
  

Additional Notes:

• If you’re unsure about your sign’s module specifications, visit our parts locator at [insert parts locator link] or contact our support desk at [Submit a ticket | LED Sign City].
• For urgent requests or assistance with the form, email info@ledsigncity.com or call 866-343-4011 (Monday-Friday, 9 AM-6 PM EST).
  
  
• If color matching is required, note that bulb degradation may affect match quality for older signs. You’ll be informed of any delays in the response email.