Our service team fixed a minor but inconvenient problem for one of our customers. Although all manufacturers must face and address small issues, we understand how much of a big deal it is to the individual customer. This led to some operational questions that our team member Johnny was happy to walk the customer through.
*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 Johnny - Thank you for contacting Warranty department, how may I help you?
10:41:56 AM Customer - First, my unit didn't come with the IR receiver adapter OR the IR controller. It only came with the RF remote. The RF remote works, but I wasn't able to add the screen to my Harmony One universal remote without the IR equipment. I submitted a ticket to Elite Screens that my unit didn't come with those items, and they sent them to me, at no charge, right away. I got them two days later. Which is awesome customer service.
10:42:33 AM Customer - The second thing that wasn't so great is the instructions on how the screen works. I wanted to be able to raise the screen to a specific height, mechanically. So it would stop where I want it without me needing to hit the 'stop' button on the remote
10:43:06 AM Johnny - I’d be glad to assist you. It’s called a vertical limit switch.
10:43:14 AM Customer - can you send me documentation on how to do this
10:43:48 AM Customer - ..for the kestrel floor rising
10:44:23 AM Johnny - Yes, this is an easy one.
10:44:23 AM Customer - sorry, not home right now so dont know the model number
10:45:01 AM Johnny - That’s fine, I already have the link for you to use on how to limit the bottom black masking on your screen.
10:45:07 AM Johnny - http://elitescreens.com/images/download/material/Service/kestrel_kestretension_limit_adjustments.pdf
10:46:37 AM Johnny - is there anything else I can assist you with today
10:47:52 AM Customer - Also, how do I incorporate the screen rising with my projector - Panasonic
10:48:23 AM Johnny - Some of our electric floor screens can accommodate a 12v trigger feature. It coordinates the screen operation with that of your projector. I’ll need the serial number to see if your screen accommodates one.
10:49:50 AM Customer - It just came with that remote that’s shown in the PDF file you sent
10:50:23 AM Johnny - An easy way to see if your screen has this feature is to consult the user guide. You wouldn’t need to get the SN# then.
10:51:05 AM Customer - OK, I will get that info and then contact you again if I need to. Thanks for your help
10:51:19 AM Johnny - I’m glad to help.
10:51:21 AM Johnny - Either my colleagues or I will be glad to assist you.
10:51:23 AM Johnny - have a great day
10:51:36 AM Customer - you to
10:51:47 AM Johnny - thank you, warm regards.