The size of the monitor or screen determines which Planzer logistics process will be used for the Samsung device. Visual display products up to 34 inches are handled by the Planzer Parcel service. In most cases, this involves PC or information monitors from corporate customers. Planzer provides special transport boxes for this. A driver from Planzer Parcel picks up the TV and display transport box that has been filled by the customer, brings it to the Samsung service partner and later returns it from there to the user at their home or office. For monitors over 34 inches, the Planzer Home Services fleet takes over and sends two repair logistics staff members to do the job. 70% of these devices are the TVs of private individuals and just 30% are the screens of corporate customers, such as presentation displays in conference rooms or big screens used for events. The employees of Planzer Home Services disassemble and pack the defective device on-site and bring it to the distribution centre in Spreitenbach. From there, it is sent to the Samsung service partner via general cargo transport. Once the repair is complete, Planzer Home Services returns it to the user and sets it up, ready for use.

The TV and display transport box for visual display products up to 34 inches is a great example of successful co-creation between the value-creation partners Samsung, service partners and Planzer. The box can be adjusted for size, is self-explanatory with brief instructions and is 100% recyclable. The material meets the safety and sustainability requirements of Samsung. The box also fulfils all safety standards for the transport of parcels and offers protection for a fall height of up to one metre. To date, there has been no reported damage to devices transported in this in-house development. ‘The TV and display box for Samsung screens proves that co-creation functions on a sustainable basis. And thanks to the box, we need one less person for pick-up and delivery,’ says Heinz Wiedemeier, Director of Planzer Home Services.

It all sounds quite simple, but it usually isn’t. The task, after all, is to repair a defect as quickly as possible. In the digital age, a black screen is almost as disastrous for the user as a grounding is for an airline. ‘Speed is a key factor in repair logistics. There’s always room for improvement here, together with our partners,’ says Patric Jäger of Samsung Electronics. However, the repair of screens holds further challenges in store for the involved parties. The displays of corporate customers, for example, are often found in conference rooms or as information systems in office buildings with limited access during the COVID-19 lockdowns. Working in step with a partner that has experience and trained staff also pays dividends when it comes to customs clearance, intermediate or longer-term storage, integration of the logistics application with the dealer’s or manufacturer’s ERP system and the correct entry and management of the data.