Elite Screens offers models with added top border for high ceilings, but sometimes there is too much top masking material for the installation. Service team leader, Jaime walks a customer through the process to adjust the vertical drop.
*The discussion below is based on actual chat transcripts with the omission of any personal/confidential material to protect the customer’s privacy. An example in this case is to change the contact’s identification name/number to “Customer”.
4:00:00 PM Jaime.l - Hello, this is Jaime Luna @ service department, how can I help you
8:21:09 AM Customer - I need some clarification on adjusting vertical drop for the CineTension B Series model TE135HW2B-24
8:22:00 AM Customer - When you first turn on the screen, am I right in thinking it will expand to its full length?
8:22:00 AM Jaime.l - Yes, it does drop out to its full length.
8:22:07 AM Jaime.l - If you would like it to drop out a little less, I have instructions for you.
8:22:18 AM Customer - Thanks, I already have the instructions.
8:22:22 AM Customer - I'm just a bit confused on them
8:22:30 AM Jaime.l - I’d be glad to help you with this.
8:23:07 AM Customer - is it safe for the screen to be pulled forward (like to avoid an entertainment center) when it is extended?
8:23:15 AM Customer - or does it HAVE to come exactly straight down
8:23:28 AM Jaime.l - no, the screen must drop straight down but this model is made for ceiling attachment so you can install the screen in front of your entertainment system.
8:23:43 AM Jaime.l - the material will get damaged if it rubs on the housing so its important to make sure it is installed correctly and not off-axis.
8:23:48 AM Customer - im worried that at full extension when mounted, the screen will hit my floor
8:24:02 AM Customer - prior to adjustment
8:24:10 AM Jaime.l - We can fix that. The vertical limit switch is adjustable so we can tone it down a bit.
8:24:23 AM Jaime.l - If you bring it down about half-way through the black top masking, will that work.
8:24:28 AM Jaime.l - then I’ll walk you through the adjustment to set it.
8:24:35 AM Customer - oh perfect
8:24:50 AM Customer - and if i adjust how far it drops, will it automatically account for the adjustment for how far it retracts?
8:24:54 AM Customer - or are those 2 separate adjustments
8:24:54 AM Jaime.l - just be sure to rotate the screw the proper direction
8:25:05 AM Jaime.l - do not turn the upper screw
8:25:10 AM Jaime.l - only the bottom screw
8:25:22 AM Jaime.l - exactly as the instructions say to do it
8:25:40 AM Customer - im assuming the upper screw is only for if the screen refuses to retract fully for some reason
8:25:52 AM Jaime.l - After making the adjustment, you'll notice the difference in drop when you let the screen go all the way down
8:26:01 AM Jaime.l - one turn is about 1" of decreased drop
8:26:16 AM Customer - one full turn of 360 degrees, right
8:26:22 AM Jaime.l - yes
8:27:07 AM Customer - ok
8:27:14 AM Customer - alright, i think that’s all the questions i had for now
8:27:15 AM Customer - thank you!
8:27:28 AM Jaime.l - It’s my pleasure to help.
8:27:35 AM Jaime.l - thank you for choosing Elite Screens and thanks for chatting with me today
8:27:42 AM Customer - you too.