Will elite screen replace damaged screen?

Originally Posted by xb1032

My experience with Elitescreens service was awful and I won't go into the details.

I ordered a motorized screen and it came with roller marks that wouldn't go away. Elitescreens had me cut out a 12x12 portion of the screen and mail it to them at my cost for a replacement (not to mention it was a gray screen and on the outside of the box the model number was a white screen so it wasn't the e-tailers fault). Elitescreens wonderful service department said they would thoroughly check the new screen and send it flawless. When it arrived it two rips on the border and the tension screws were laying in the box. The service rep basically told me straight out that I was lying even though he didn't QA the new screen himself . Not only that when I told the rep I wanted to speak to someone above him he wouldn't let me and stated he was the Service manager and wouldn't let me speak to anyone else.

Rant done.

My guess would be they may make you cut a portion of your screen and send it to them and they will send you a new screen. If this occurs, to speed up the process if you provide them with a tracking number they may send the replacement screen early as opposed to waiting until your screen gets there.

When I had the problems I did I was forced to call back and I explained my situation to the sales department who contacted me with technical rep to resolve my issue. I gave them the name of the service rep that I dealt with (there were only 2 guys working in the service department at the time) and they both confirmed the guy wasn't a manager and flat out lied to me.

Elitescreens is hard to beat price wise but the service is atrocious (at least that was my experience). I hope yours is MUCH better than mine. Good luck!

Originally Posted by nitin_mehra20

As for me... I contacted the customer care, they asked me to take a picture of the screen damage and fill in an online RMA form attaching the sales receipt and the pictures of the damaged screen.

I sent it in today morning and I got an e-mail from the service department that they have received the RMA and that they would be sending in a replacement screen soon and would provide me with a tracking number.

So far the service seems prompt and courteous. I will update this thread with my findings once this process is complete.