This is an example of how easy it is to replace a product or accessory. A customer accidentally damaged the support legs for his yard master outdoor projector screen. The Yard Master 2 features an ingenious folding-frame design and is the ideal outdoor portable projector screen. In this case, the Elite service team allocated the needed product and offered a very good price based on the customer’s situation.
*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.
[16:04] Customer: I need a set of replacement legs for yardmaster 2 135" size fold away projector screen. Can these be purchased?
[16:07] Rick: Hello, I would be glad to help. One moment please as I bring up the necessary web pages.
[16:08] Rick: I want to confirm that I have allocated the parts for you. If I may ask, did your current legs get damaged or lost?
[16:09] Customer: Yes, the hinge got twisted.
[16:09] Customer: It won’t fold out right now and wobbles a lot.
[16:11] Rick: ok, thank you.
[16:11] Customer: My bad. I did it. I need to buy replacements.
[16:13] Rick: Accidents happen and this is an easy fix. Okay, I allocated the part for you. If you would provide me your credit card and shipping information, we can do this now.
[16:13] Customer: How much are the legs. I am in (zip code given)
[16:16] Rick: They normally go for (MSRP) but I can get you the set for (much lower price), if you are located in Maryland, Georgia, Texas or California tax will be added and if you provide me with your shipping address i can get a shipping quote, for the legs the shipping will be about (gave estimate).
[16:17] Rick: I will email you more details if you’d prefer to place the order later.
[16:18] Rick: may i have your zip code, and will it be business or residential?
[16:18] Customer: Thanks, this will be a residential delivery (gave address, phone#, and email address) I appreciate your offer but I would like to price shop the best deal.
[16:22] Rick: Perfectly understandable sir. Either way, my offer stands. Please CC me if you order with us and refer to this discussion.
[16:22] Rick: I definitely will. Thank you for the help.
[16:22] Rick: My pleasure; thank you for choosing Elite Screens.