When working with any kind of tech, a true professional will assist you regardless of how “dumb” or “silly” your question is.  A customer was embarrassed about being unable to remove the back cover on their remote.  As AV professionals, this problem is encountered with a multitude of device remotes that have sliding panels. Usually, you are just exerting too much pressure upon the panel causing it to bend too far thus causing enough friction  preventing its separation from the  remote.  Our service team member Rick, who has worked with a broad array of devices  gave a clear, cheerful, and non-judgmental approach to helping the customer with a solution to this common, yet frustrating  occurrence.

*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”.

Transcripts:

4:00:00 PM              Rick – Thank you for contacting the service department. Hello, I’m Rick, how may I help you?

8:56:05 AM         Customer – Hello, I currently am in possession of an RF ZSP-RF-W remote for the screen here at our church, and this is going to seem silly, but I cannot get the battery panel open to replace the batteries

8:56:38 AM         Customer – There is an arrow on the back of the remote and I’ve been pushing down and out on that, but I can’t tell if the back is stuck, or what’s going on.

8:57:02 AM             Rick – I understand, it’s a fairly common occurrence with remotes in general and I’ll be happy to help you.

8:58:39 AM             Rick – Sometimes the pressure of your thumb puts too much bend on the battery cover making it difficult to extract. If you have a small flat head screw driver, you can wedge it between the cap and the remote. Slowly press down on the cover with your thumb and use the leverage of the screw driver to assist your thumb as you ease the cover off.

9:01:28 AM         Customer – hmm ok let me try that

9:02:22 AM         Customer – perfect

9:02:24 AM         Customer – thanks so much!

9:02:50 AM             Rick – I’m glad to help. It’s a common phenomenon with remotes in general so there is no shame in asking.

9:03:33 AM         Customer – yes, i’ll definitely keep it in mind next time I need to change out the batteries. thanks again, you’ve been incredibly helpful!

9:03:53 AM              Rick – It’s my pleasure, have a great weekend.