[20:59] Customer: one of our screens won’t latch

[20:59] Rick has joined the conversation

[21:00] Rick: what is the model of your screen?

[21:02] Customer: M150UWH2

[21:03] Rick: thank you.

[21:04] Rick: the screen will not stay lock in the down position. or only when fully pulling down the screen.

[21:04] Customer: it will not lock in any position

[21:10] Rick: ok. thank you. do to the size of your screen this unit uses two springs to retract the screen. If one is failing to lock the second will not be able to support the tension and will not lock as well. You may try to re-tension the springs to help the lock mechanism re engage. If you are still within the 2 year manufacture warranty you may file a small claim on our website at www.elitescreens.com/support we be happy to provide replacement springs or worst case, provide a full replacement of the unit.

[21:11] Customer: can you send me retention instructions?

[21:17] Rick: sure, the instructions are in writing.

[21:17] Customer: how do i retention the screen?

[21:17] Rick: File : https://tawk.link/598aa11bdbb01a218b4db711/a/579b82be0995142b0d81b97f/b35474ddf174a20f22ba7cf7f1bf70367de6afad/Manual_Series_Re_Tension_Instructions.pdf

 

[21:18] Customer: got it. thx!

[21:18] Rick: here is a link of a video you may reference from.

[21:18] Rick: https://elitescreens.com/front/front/cms/slug/service

 

[21:18] Rick: scroll down to number 5 on the list

[21:19] Customer: ok tyvm

[21:20] Rick: you’re welcome.

[21:21] Rick: here is another reference that gives you a visual on hot to tension it.

[21:21] Rick: https://elitescreens.com/images/download/material/Service/OMSRetensionRoller.pdf

 

[21:21] Rick: have a great day.

[21:22] Rick has left the conversation

 

*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.