An LED video wall should run for years. Over that time, a module may fail, a controller may need an update, or a new tech director may need help on a Saturday night. The screen you choose matters, but so does the team behind it.
Before you sign, ask a few direct questions about support. The answers show you how your display will be cared for long after the install crew leaves.
Six Questions to Ask Before You Buy
Who answers when something goes wrong?
As a good test, give the support line a call before you even buy. Take note of who picks up, how fast they answer, and whether they know the product. Ask where the support team is based and what hours they keep. Oftentimes, a church can’t wait until Monday to fix a Sunday morning problem, and an event producer can’t wait for an overseas office to open during load-in.
What does the warranty cover, and for how long?
Always ask for the warranty in writing. Check how long it lasts, whether it covers both parts and labor, and things like who pays to ship a module back. Also ask what voids it, such as adding parts the manufacturer didn’t approve. If you plan to handle maintenance yourself, ask what you need to do to keep the warranty valid.
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How long will replacement parts be available?
This is the question buyers may not think about, and it may be one of the single most important questions. LED modules come from production batches, and color can shift slightly from one batch to the next. If a module fails in year six and the manufacturer has moved on, a replacement may not match the rest of your wall. Ask whether spare parts are set aside from your batch, and for how long.
Can you replace a single module?
A well-built LED wall lets you swap one module without taking down the whole screen. Ask whether the panels are front or rear serviceable (or both). Front service makes a big difference when the wall sits flush against a wall or hangs high above a stage.
Who installs the display and handles on-site service?
Many LED manufacturers work through AV integrators for installation. That’s often a strength, since a good integrator also handles audio, lighting, and control. Just be clear on who to call for what. Ask whether the integrator or the manufacturer handles on-site repairs, and how quickly someone can get to you.
Who supports the controller and software?
Your wall runs on a sending controller and processing software. Ask who supports those, whether training is included, and how easy the controls are for volunteers or student crews. A screen your team can’t confidently run won’t get used to its full potential.
How Firefly LED Handles Support
Firefly LED is based in Gallatin, Tennessee, just northeast of Nashville, so when you call us, you reach a US team working in a US time zone.
Parts planned for the long run
When you buy a new LED video wall from us, we manufacture extra parts for your display. That way you can maintain and repair your screen for an average of 7 to 10 more years. A warranty only helps if you can get matching parts, so we plan for that from day one. You can read our full warranty here.
Built to be serviced
Many Firefly panels are front-serviceable, so you can swap a single module without pulling down the wall or causing laborious maintenance delays. The A Pro Series uses flip-chip technology, which removes the tiny bonding wires that are one of the most common failure points in standard SMD LEDs.
Installation, hand in hand with your integrator
For installation, we work with a network of integration partners who also offer full audio, video, lighting, and control solutions. But we don’t hand your project off and move on. Our team stays involved through the install, working side by side with your integrator so your display goes up the way it was designed. If you’re an integrator, see how we work with AV integrators. Need a replacement controller or accessory? Our online store stocks LED sending controllers.
Know What You Need? Start Building
If you already have a rough idea of your screen size and pixel pitch, the Screen Builder gives you a quick starting point. Rather talk through support and service first? Call us at 1-877-FIRE-LED.
