Elite problems

[ivseenbetter]

Well, I bought an Elite Cinetension 2 High Contrast 120" screen. Mounted it on the wall. Hit the descend button. And then the screen came down a whole .5 inches and then stopped and hummed at me. I guess that is what I get for saving a few bucks and going with elite. Actually, I guess it could happen with any brand. I guess now it is up to Elite to come through on the warranty and make me happy. Wish me luck!

[wbassett]

ivseenbetter wrote:

Well, I bought an Elite Cinetension 2 High Contrast 120" screen. Mounted it on the wall. Hit the descend button. And then the screen came down a whole .5 inches and then stopped and hummed at me. I guess that is what I get for saving a few bucks and going with elite. Actually, I guess it could happen with any brand. I guess now it is up to Elite to come through on the warranty and make me happy. Wish me luck!

True... this could happen with any company.

I work electronics and computers. We've received bad replacements and talk about a pain! You expect the replacement part to be good so when it doesn't fix the problem you think something 'else' must be wrong... but sometimes bad units make it through QA.

Call them and have them make it right.

[ivseenbetter]

I'm working with them to make it right. I'm just hoping it is a smooth process. I let everybody know how it goes!

[mechman]

ivseenbetter wrote:

I'm working with them to make it right. I'm just hoping it is a smooth process. I let everybody know how it goes!

Please do as we all can benefit from this!

[ivseenbetter]

I called them Friday and explained the problem. They told me I had to put in a service request throught the website. I completed that and it generated and RMA stating they had 2 business days to contact me. If you don't count Friday and you assume that they are closed on the weekend then that puts me expecting to hear from them tomorrow (Tuesday). I'll keep all posted as it developes.

[cynical2]

ivseenbetter wrote:

I called them Friday and explained the problem. They told me I had to put in a service request throught the website. I completed that and it generated and RMA stating they had 2 business days to contact me. If you don't count Friday and you assume that they are closed on the weekend then that puts me expecting to hear from them tomorrow (Tuesday). I'll keep all posted as it developes.

ISB, any news from Elite? Hopefully, they're taking care of you.

[ivseenbetter]

Well, I finally heard back. I just have to remove the end caps, pack up the wires and remotes and take a 1' X 1' piece of the screen material and ship it back to them. They will then send me a new screen. Sounds fine...but now I have to figure out how to get the screen to drop out from the case so I can cut out that block of screen. Right now it is stuck in the up position. A lot cheaper than sending them the whole screen!

[cynical2]

Good that they are taking care of you. If you remove the endcaps, there may be a clutch that let's you disengage the drive. If not, you'll just need to disengage the drivetrain somewhere so you can backdrive the roller and pull the screen down. If it's a direct drive...motor to roller shaft, then just disconnect the two. Then it should pull out fine. If it's gear driven, removing or disengaging any of the gears should also free up the roller. Sorry I can't help more, but I have no idea what the specific drive train on an electric screen looks like. But, it's likely that you can't pull the screen down manually simply because the drive train/motor isn't backdrive-able. So, once you break the train, you should be OK.

[ivseenbetter]

Well, I thought I better post an update since some folks might be considering this company as their choice to purchase a screen. I would have posted it a month ago but I have been pretty busy and it totally slipped my mind.

I have to admit that I am pretty happy with the service I received from Elite. Of course, the first screen had mechanical problems but getting a replacement was pretty painless. I put in an RMA request through their website. They had a very minimal requirement for me to send some of the hardware back to them (I’m sure this is necessary to keep people from getting a free extra screen). I called them to check the status of my RMA, even though their website provides status updates, just to make sure I had the latest info on what was happening. They were always responsive to my requests on the phone and I always felt I was getting real answers. I was particularly happy that their phone number is not routed to a call center in another country. I have had issues with that in the past and many times I find it hard to understand the folks on the phone…that wasn’t the case here.

Anyway, I received a replacement screen in the expected amount of time. I live on the east coast and they are on the west coast so it took about a week for me to send them the pieces they needed and it took them a week to get me my replacement. The replacement has worked without issue! As far as I am concerned, they did right by me and I am happy to do business with them. I have never seen any of the high end screens that other companies may offer but from what I can tell I don’t see anything wrong or sub-par in the Elite screen I purchased. Ultimately, I now have a tab-tensioned electric screen and saved hundreds of dollars at the same time.

[mechman]

Thanks for the update!