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 BD?
NO
YES
Determine what cables the customer is using to connect the BD to the TV
and if connected properly. Refer to OM for connections.
Tighten any loose cables. Make sure the customer is not connecting a BD
to VCR or BD to DVD Recorder. 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 BD lens needs to be cleaned.
Recommend the customer use a lens cleaner on the BD. 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 BD to another input on
the display to determine if the problem is following the BD.
Do lines appear when the BD is
connected to another TV?
NO
YES
Connect the BD 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 BD to a TV. If the BD 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 BD is problem, please see service chart for
service information.
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