2-2
DIGITAL DISPLAY & MEDIA TRAINING MASTER
Objective: To provide clear and concise guidelines for customer service agents to handle calls on
box goods calls.
1. DISTORTED PICTURE
1-1. Lines on Picture
Distorted picture refers to the customer getting video, but there is a problem with the video.
What cables is
the customer using to
connect the DVD?
NO
YES
Determine what cables the customer is using to connect
the DVD to the TV and if connected properly. Refer to OM for
connections. Tighten any loose cables. Make sure the customer
is not connecting a DVD to VCR.
Copy protection can distort the picture on older DVD models.
Is the TV set
to the correct input?
NO
YES
Make sure the TV is on the correct input.
Turn TV off, then on to determine input.
Video when using composite, or component.
DVI when using DVI, and HDMI when using HDMI.
Do lines appear when
watching multiple discs?
NO
YES
One disc displaying the issue is a problem with the disc.
Multiple discs displaying the problem could indicate the DVD lens
needs to be cleaned. Recommend the customer use a lens
cleaner on the DVD. A lens cleaner is available at any local
electronics retailer.
Do lines appear when
watching a TV program?
NO
YES
Lines appearing when watching a TV program indicates
an issue with the display. If the TV program is fine,
then connect the DVD to another input on the display to
determine if the problem is following the DVD.
Do lines appear
when the DVD is
connected to another TV?
NO
YES
Connect the DVD to another TV and play a disc.
No lines during disc play back indicates a problem with the first TV.
Please refer to the owners manual for instructions on how to
connect the DVD to a TV. If the DVD has a problem on the
second TV, then see service chart for service information.
Has the customer tried
another set of cables?
NO
Have the customer try another set of cables. A bad cable can
also cause video problems. Test the cable with another device to
the TV to also determine if the TV is bad. If DVD is problem,
please see service chart for service information.
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