Sometimes, mechanical items don’t act the way they were made to perform. Fortunately, there is usually a solution within easy reach. This customer had just received his screen. The only problem was that the RF (Radio Frequency) remote was not synched with the screen’s receiver. After hearing the customer describe the situation, she provided a simple 5-step solution which fixed the problem in seconds.
*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.
[07:09] Customer: My RF remote is not working at all and I’m getting frustrated here. Any help is appreciated.
[07:10] Jackie: Hello, I’m sorry to hear about the situation here and would like to help.
[07:11] Jackie: Did this problem just start on your installed product or did you just receive it?
[07:11] Customer: I just received it and set it up. The IR (infrared) remote works just fine but the RF does nothing. BTW, I have already tested the batteries and they are good. What do you suggest?
[07:12] Jackie: There may be an easy solution here. It takes 5-Steps
[07:13] Customer: Sounds good, let’s do this.
[07:14] Jackie: 1 - Unplug your screen from the power outlet.
[07:14] Jackie: 2 - Hold the UP button on your RF remote.
[07:14] Jackie: 3 - While holding the UP button, plug the screen back to the power outlet.
[07:14] Jackie: 4 - Wait 5 seconds and then release the UP button.
[07:14] Jackie: 5 - Now try your remote and it shall work.
[07:16] Customer: …and sure enough, it does work! Thank you so much for the help here. I figured I’d talk to you first before getting mad about this.
[07:17] Jackie: I’m glad you did reach out and thank you for giving me the chance to help. Is there anything else I may assist you with?
[07:18] Customer: No thank you. We are all set here. Thanks again.
[07:18] Jackie: It was my pleasure. Thank you for choosing elite screens.