Question:

How to check if my TV has a protective film and how to remove it?

Answer:

Symptom

• Customers might be confused when checking if their TV has protective film or not
• All models on the list come with one layer of protective film

Background/Cause

• All the models on the list should come with one layer of protective film, however, sometimes the protective film might be missing.
• It is important to guide the customer and ensure that there is a layer of protective film which should be removed. Otherwise, there is a risk of peeling off the top layer of the TV which is the polariser. This would damage the TV and must be prevented.
• The polarising film (translucent film) is part of the TV panel and removing it might lead to the following damage:

Solution

• To ensure the TV has the protective film applied, check the model list.
• Look for indications such as a sticker in the corners (often yellow or blue) or a barcode sticker on the screen.

There are two main types of protective film:

Type 1:

The protective film sticker is in the corner. If this is the case, hold the TV on the side so it does not fall and gently peel off the film using the sticker.

Type 2:

If there is only a barcode on the screen, remove the film starting from the bottom. Find the border line of the film and remove it as shown below by using some adhesive tape:

If there is no sticker and no barcode on the screen, explain to the user that there is no protective film and the top layer is a polariser which must not be removed.

Tip: If the user is still unsure if there the protective is applied to their TV, advise them to power on the TV for a few hours, so the panel warms up. This will make the removal of the protective film easier (if it is applied).  

Warning: When the user is peeling off the protective film, sometimes they notice a small dot or plus sign in one of the corners of the screen. It could be describe by the user as an air bubble or a foreign material/particle. Please, explain to the user that this is normal and it is applied to all TVs in the manufacturing process.

For further details, refer to the following call guide: "TV screen has a dot, air bubble, foreign material or a plus (+) sign in the corner_V1"