This customer installed his projection screen without removing the retaining screws. The Yellow warning tab fell off and there was no mention in the literature. Rick corrected the problem with a quick fix and accurate answers.
*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.
[19:06] Customer: Hello, I have a question about my Starling Tab-Tension 2
[19:07] Rick: Sure, I be happy to assist.
[19:08] Customer: Hi Rick, it’s probably something simple...I have the screen mounted, its brand new, the screen won't drop down. it seems like there is a locking screw or something for shipping, but there is nothing like that mention in the documentation
[19:10] Rick: The unit should have yellow signs attach to the locking screws that secure the weight bar at the housing.
[19:10] Customer: in other words, its mounted, plugged in, it powers up and can hear the motor turn when you press the 'down' button, but the screen will not drop
[19:11] Rick: Correct. It’ wont drop because there are 2 or 3 screws at the back of the unit holding the screen in place. It is exactly where the bar meets the housing.
[19:12] Customer: On the back. ok I will check.
[19:12] Customer: Ahh, it looks like the tag fell off. Here it is.
[19:12] Customer: I did not see it in the instructions but I seen the big yellow tag now.
[19:15] Rick: Yes, it is a 8" triangular sign
[19:15] Customer: Yes it is.
[19:15] Customer: I have it down and am checking the screws.
[19:15] Customer: Yes, here they are.
[19:16] Customer: Is there instructions on the proper mounting?
[19:17] Rick: There is. Here it is: https://elitescreens.com/elitetube/MountingScreen_RightHeight.mp4
[19:18] Customer: Screws are out. Now, next question…
[19:19] Customer: I have actuated the motor a couple of times, because I didn't have anything stating there were mounting screws. is the screen now damaged? should I remove the screws & continue testing?
[19:21] Rick: Retract the motor back to original state. remove the screws and test and leave hanging for a couple of hours in warm temperatures. if the material does not alleviate do file a claim at www.elitescreens.com/support .
[19:21] Customer: OK thanks, hopefully it’s no big deal. but wanted to ask before I go any further
[19:23] Customer: I recommend that there should be a warning on these screws in the documentation somewhere. and I checked online docs as well, so its not on the hardcopy or the online version .
[19:24] Rick: I will bring this to my product team attention, thank you for your feedback.
[19:24] Customer: OK thanks. its an easy fix, saves both of us a lot of trouble :-)
[19:25] Customer: So one other question; what are the black dials on either end of the bottom of the screen, on the support bar? I rotated those thinking they were the locking screws
[19:26] Rick: reverse the adjustment. this are the tension knobs for the unit. if over tension the string will snap once deployed.
[19:26] Customer: is there a way to tell what the settings are? I have no idea what they were set to before
[19:27] Rick: you can drop the material little by little the string tension more as the material rolls down.
[19:27] Customer: Ha-ha, I was just typing the same thing
[19:27] Customer: ok, will do
[19:27] Rick: ok.
[19:28] Customer: thanks for the help
[19:28] Rick: My pleasure. Thank you for calling Elite Screens.