Regardless if a company is an industry leader, there will be occasions when a problem comes up. That’s inevitable for every manufacturer. It is during those times when a company has the opportunity to distinguish itself by providing superior service to back up the quality of its brand. In this case, an end-user bought a screen that suddenly stopped working after almost 2-years of incident-free operation. Johnny quickly went through the checklist. 1. Determine what the problem is. 2. Find a Solution. 3. Assist the customer with the necessary solution.
*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” or a generic name.
8:19:26 AM Rich - Good morning. I have a problem with my (projector) screen.
4:00:00 PM Johnny - Hello Rich, I’m Johnny and I’d like to assist you. How may I help?
8:20:28 AM Rich - I purchased one of your electric screens in Oct of 2015 (through an online reseller)
8:20:59 AM Rich - The screen does not respond to the remotes or the wire-connected controls. It’s in the up position and won’t come down no matter what I do.
8:21:32 AM Johnny - I’m sorry to hear that but I do have a solution for you. I’ll walk you through some basic troubleshooting to determine what the problem is. To begin, may I have your (reseller) sales order number?
8:21:40 AM Rich - Yes, my sales order number is 1xx-xxxx-xxxx
8:22:43 AM Johnny - Thank you Rich. Our warranty period is longer than other brands so that we can be here to serve you at a moment like this. I am bringing up the order right now. I will ask you a series of questions regarding the product and the problem. Together, we will find out what the trouble is and we can get it fixed.
8:23:09 AM Rich - Thank you Johnny. My product is a (make/model/size/aspect ratio/SN#)
8:22:43 AM Johnny - I appreciate that Rich. Looking at your sales order, you still have warranty coverage so you’re in good hands.
8:22:57 AM Rich - What if my warranty would have been expired.
8:23:23 AM Johnny - I would still look into finding you a good deal on fixing your screen or buying a replacement product. Let’s go over some product questions and get to the bottom of this.
*Note: Johnny completes a series of troubleshooting questions to determine that the customer’s screen is suffering from a motor malfunction.
8:33:05 AM Rich - Okay, now that I know the motor’s bad, what are my options?
8:33:58:43 AM Johnny - Due to the circumstances of your claim, I can either offer you a replacement motor with instructions on swapping it out. Don’t worry, it’s an easy process and I can walk you through it once you have the new motor. Or, the other option is that I can even swap out the whole screen if you’re having trouble removing the motor.
8:33:58:43 AM Rich - If it’s the same to you, I’d just replace as soon as possible and not hassle with it. How can I start the process of replacing this screen?
8:34:10 AM Johnny - To get your claim started; please submit our warranty service form from this link here:
8:34:15 AM Johnny - http://elitescreens.com/front/front/cms/slug/warranty-technical-support-request-form
8:34:32 AM Johnny - Once we receive your form, one of our service reps will be contacting you shortly via email regarding the next step in the process.
8:34:47 AM Rich - Now since I’ve already spoken with you, can you assist me with the RMA (Warranty Service Claim)?
8:35:00 Johnny - I’d be glad to Rich. Please let me know when you are on that page and we’ll walk through it together. Once completed, my colleagues in the service team will take it from there. My notes will fully inform them on the situation and your available options.
8:35:28 AM Rich - I appreciate the extra help.
*Note: Johnny walked Rich through the process and the replacement was facilitated through one of Elite’s four major warehouse facilities in the area. Rich was out of Oklahoma so our regional facility in Dallas, TX fulfilled the order. Upon completion of the claim, Rich received an identical replacement model for his old 100” screen in three business days.