To respond to the last two posts:
1. We try to help every customer, whether screen is outside of the warranty period or not. This is our statement and we always try our best to do this. The customer’s screen was working normally, but he just need his limits adjusted - he did not know how to do this. We spent many hours on the phone with the customer, re-explaining how to do this (which typically all of our customers do without guidance by following a couple of easy steps from the manual). We explicitly told this customer to use the provided wand to adjust the limit switch - but for some reason he decided reach into the housing with his hand and dislodge the roller from the housing and called us back to tell us this is what he did and what the result was. The customer then asked us what to do, at this point, it was become very obvious to us that this customer needed professional service. We offered him a very reasonable rate of $250 CAD to come in and service the screen (given that it is over 3 hours driving a cargo van filled with replacement parts/equipment to and from our offices, and would take over 3 hours of our technician’s time on top of this, essentially taking up the technician's full work day to drive and repair). He did not agree to this. Honestly, I don’t know what we could have done any differently in this case.
2. We never want the customer to compromise. The first screen that was shipped had a hole punched into the box by the shipping company. We offered replacements immediately. Please contact us through our website to let us know what imperfections you are referring to on the velvet so that we can help you with this issue. We have not received any emails regarding this and we don’t heavily monitor forums. If there are issues with the screen, please contact us directly through the website, and it will be dealt with quickly.
At the end of the day, we want every customer to be happy with our products and we do what we can to help everyone. We go out of our way to make everyone’s experience a positive one. Over the years, we have demonstrated this again and again. Keep in mind that for every person who has an issue, there are hundreds of other customers which encounter zero issues with the screen - they simply install it in their home, enjoy their home theater and never have to discuss, write or think about a projection screen again in their lifetime.
It is of course impossible to have 100% of our screens to arrive to the customer in perfect shape (whether due to shipping damage or otherwise) but we have an extremely low rate of screen issues. We know it's frustrating to the customer when he is one of the rare unlucky ones, and when a customer does contact us with a problem through our website, we respond very quickly to ship a new screen or eliminate the problem encountered.