User Behavour 3

[SGTRawlins]

TFT/LCD Screen Issue

The Users names have been removed from this document to protect thier identities. Please read through this report i have generated. I do not need technical advice on this but advice on the HR side of the issue. This maybe poasted in the wrong forum, i could not find one more fitting but if thier is one let me know.

Also all appologies for it being quite so long winded.

Dates

Case Opened - 31/07/2003
Document Creation - 18/11/2003

Issue Overview

Shortly after the implementation of the administration network by ICT staff we received feedback form User 1, followed by feedback from User 2 a day or so later.

The users were experiencing clarity issues with the text displayed on the screen, parts of letters are missing and curved edges appear blurred.

Several different Compaq staff have attempted to resolve the issue with no prevail.

This issue has now escalated to the point that staff are complaining of headaches and sore eyes.

Support Log

The following is a log of telephone calls and site visits to and from Compaq outlining the attempts made to try and resolve the issue.

Compaq Support Telephone Centre 1

The first stage of resolution was made with the Compaq telephone support desk. They produced the following suggestions which determined the following results.

Action Restart the PC in “Safe Mode” to reset the video card and monitor refresh rate.
Result This seemed to make no change to the appearance.

Action Replace the monitor cable to check for cable faults.
Result This seemed to make no change to the appearance.

Compaq Engineer Visit 1

After there was no resolve from the telephone support call, Compaq sent an engineer to assess the issue and suggest a resolution.

Action Replace the monitor unit to check for monitor fault.
Result This seemed to make no change to the appearance.

Action Alter monitor setting i.e. phase, brightness and contrast
Result Some minor effect but still not acceptable for regular use.

Compaq Support Telephone Call – With Engineer

A few days after the engineer had visited the centre I spoke with him on the phone, he determined that it did not appear to be a hardware error with the screen but perhaps a software issue. He suggested the following.

Action Update the video card driver to the latest edition as the one shipped on the machine was out of date.
Result No apparent change.

Action Update the system BIOS software to the latest edition.
Result No apparent change.

All software updates were taken form the Compaq support website, the particular downloads made and installed were those specified by the engineer.

Compaq Engineer Visit 2

The engineer then made a second visit to us. This time his intensions were to spend some time adjusting software settings in windows, Microsoft office and the video card control panel.

Action Test a standard 15” CRT monitor on the system.
Result No apparent change.

Action more video card driver updates.
Result only minor improvement

Action Alter windows setting to remove smoothing of font edges.
Result Deemed Major improvement by Carol Goddard.

Action Change Windows settings to enlarge all fonts to 125% of their original size.
Result Deemed Major improvement by User 1

At the end of this visit User 1 and User 2 were consulted by the engineer for their opinions on the changes made. User 1 and User 2 agreed that the issue was resolved.

However only moments after the departure of the engineer, User 1 stated that the issue has not been resolved and she was still unhappy with the results of our efforts.

Compaq Engineer Visit 2

The usual Compaq engineer was off on annual leave during this period so the next callout was attended by another engineer. His plan was to replace the Motherboard of the PC thus replacing the onboard video card.

Action Change the motherboard within the problem PC unit.
Result Deemed Major improvement by User 1.

At the end of this visit User 1 was consulted by the engineer for her opinion on the changes made. User 1 agreed that the issue was resolved.

However only moments after the departure of the engineer, User 1 stated that the issue had not been resolved and she was still unhappy with the results of our efforts.

Case Summery and Additional Notes.

It should be noted that on two separate occasions the issue has been deemed resolved by those members of staff that placed the complaint and then this conclusion withdrawn shortly afterwards

It should be noted that admin staff have shown intimidating hostility towards Compaq support engineers without due cause.

Other members of admin staff and ICT staff fail to recognise the issue even when using the same units.

All advice on how to deal with this is appreciated, if this is in the wrong forum please let me know.

Cheers, SGTRawlins

 

[lespaul]

forgot to remove one name from the Compact Engineer Visit 2 section.

Seems to me there's a problem with User 1. Are you looking for some way to approach the HR department about this user?

Leslie

 

[Nortellian]

If other memebers of admin staff fail to recognize there is a problem than case closed. Unless User 1 is the big boss I would tell her to get new glasses.

 

[CajunCenturion]

After running this document through a spell checker, and then insuring that all formatting is consistent throughout, I would wonder how to deal with the he said/she said issue. You indicate that both user 1 and user 2 deemed the issue to be resolved, but do you have any proof of this? When user 1 and user 2 are questioned by the appropriate person, was is to prevent them from saying something to the effect of "Yes, we agreed that there was improvement, but we never agreed that the issue was resolved?" What do you have, other than the word of the Compaq engineers, to use in answering that question? Do you have anything, with a customer's signature, indicating that the problem has been resolved?

Good Luck
--------------
As a circle of light increases so does the circumference of darkness around it. - Albert Einstein

 

[lionelhill]

do you have an occupational health expert on site, or in any way available?

 

[chiph]

COuld there be enviromental issues behind it? How close are they to a window -- perhaps reflections from cars or other nearby buildings are causing viewing problems at certain times of the day?

Maybe get them to reposition the monitor, or purchase a glare shield?

This was a LCD monitor, right? I used to have problems with the magnetic field from a steel building column affecting my tube monitor, but when I switched to a LCD it went away (the picture would shake as the circuits in the monitor tried to compensate for the external field).

Having them look into buying "computer glasses" (a special lens grind that helps you focus at the usual computer use distances) might help. Purchasing new glasses isn't cheap, but it's got to be cheaper than repeated repair visits!

Failing that, take some paper along next time and get them to sign off on it. If they refuse to sign, replace the whole computer. If further complaints appear, tell them that you will no longer be accepting trouble tickets from them on this issue. Sometimes you just have to say no.

Chip H.


If you want to get the best response to a question, please check out FAQ222-2244 first

 

[TomKane]

Are there any workstations in the building that they would deem as acceptable? Maybe they can swap desks....

 

[SGTRawlins]

Appologise for not removing all names, also for the poor grammer and spelling.

Thanks for all comments.

 

[lionelhill]

Who care's about a bit of grammar and speeling.
Difficult thing is to find a solution that lets everyone feel they've come out a winner.

 

[CajunCenturion]

Who care's about a bit of grammar and speeling.

The person who reads the report will judge you on your professionalism, and the grammar and spelling will contribute greatly to that end. If you don't project the correct professionalism, then you substantially reduce your chances of being taken seriously, and the benefit of the doubt swings to the other side.

Good Luck
--------------
As a circle of light increases so does the circumference of darkness around it. - Albert Einstein

 

[SGTRawlins]

As for all environmental issues, these have been considered and altered, new light fitting, adjusting elevation of screens and users, windows nearby, magnetuc fields etc.

Cheers

 

[ANFPS26]

I would send both employees to an eye doctor and have their vision checked. Also, they should be checked for diabetes, especially user 1. Diabetes can caused fluctuations in vision. Other diseases can do this as well. Sounds to me like everything humanly possible has been done environmentally.

Jim

 

[jrbarnett]

SGTRawlins,

Not sure where you are based, but in the UK, employers are obliged to provide free eye tests, and if necessary, appropriate glasses, to employees who use VDU's for extended periods of time as part of their work.
There may be something similar in your are if you are not UK based.

John

 

[edfair]

Fought a similar condition several years ago. Ended up using 2 GE earthtone peach fluorescent bulbs in place of 4 CW40s in a 4 tube fixture to reduce intensity and change tone in the room.
Know you don't want technical info, but you get it anyway.

HR is in a crack. You'll end up with a disability claim or employment discrimination lawsuit if it isn't resolved.

Have also been in the situation where 24 users said machine was OK and 1 said not. Creates all sort of pressure on the 1, along with some hostility.

Refusal to accept further service issues from individuals is additional ammunition for the HR lawsuit. Sounds more like someone from staff needs to be involved the next time the Compaq repair people are there.

Is there some other underlying issue between the operator and the Compaq people?

Ed Fair
Give the wrong symptoms, get the wrong solutions.

 

[rosieb]

SGTRawlins

No answers but a few questions:

1) When you look at the monitors, is the problem apparent to you? (ie, Do you think there is a real problem?)

2) If this is down to a change of monitors, were the users consulted, or was it imposed? (Most of my users are begging for a flat screen, it's seen as a status symbol.)

3) Key question, Is this likely to be political? (small p) Is complaining about the monitors part of a bigger picture, are they using the monitors to make a point about something else?

4) Is there any historical reason for their attitude to the engineer? (Any engineer?)

The answers to these may provide a start point.

It sounds to me as if you're caught in something bigger than a straight IT support issue.

Best of luck!






Rosie
"Never express yourself more clearly than you think" (Niels Bohr)

 

[SemperFiDownUnda]

Sounds like you've done everything to the machine as far as selective interchange. If you've handled the environment to then I think it is time to bring in some of the HR staff.

If this company has a number of people that say there is nothing wrong with the display and only 2 that have problems then to me it is on the company to do something. Ie it isn't Compaq's problem. Ie Compaq can't do anything about a problem with a person. This company will have to weigh up the purchase of specialised equipment or transfering the employees to a position where they will not be working with said equipment.

I am making the assumtion that only the two employees percieve the problem as your post does not indicate that the engineers could actually see the problem beyond the font antialiasing.

Hope I've been helpful,
Wayne Francis

If you want to get the best response to a question, please check out FAQ222-2244 first

 

[SGTRawlins]

Thanks for all te input!

Thats alot of answers and alot of questions, i will now try to fill in the gaps in my origional report.

1. It is only these 2 users that are experiencing the problem with the monitors.

2. These are new upgraded monitors, the users were not consultated but did know that the change was taking place, These displas were updated along with the client machines when a new network infrastruture was implemeted, is it possible that this is a political issue and the users are resentfull of the changes and are fixating the isues.

3. We have sent both employees for eye examinations and both have tested fine, we have not yet tested for deeper medcal conditions yet however this may be an approach for the near future.

4. These employees do have some what of a reputation for placing spanners in the works, no one has ever been able to determine a reason for this.

5. This matter has been refered to the MD and HR team however we seem to be exhausting every rescource to no evail.

Any more suggestions, thank you in advance.

 

[lionelhill]

(1) It sounds a teeny bit as though they might have got themselves in a hole out of which they can't emerge without loss of dignity. The best thing for everyone is if you can find an escape route (even one that involves some sacrifice on the part of innocent parties).

(2) Although the health-test thing is necessary and good, you've got to be a bit careful about the "how". Their medical matters are largely confidential, and lots of people will reasonably react quite badly to being told they have to see a doctor and the results will be discussed amongst other (senior) staff. It's best if it can be handled by someone who's a professional in the area; depending on your personnel dept., they might not have the necessary skills.

(3) Just a silly question, do the users have to have these upgraded monitors? OK, everyone wants a flat screen now, but the old big VGA bulky things still work, especially if you don't mind living in 800*600-world. If that's an option, can you offer them their old monitors back?

(4) It's also quite a good idea to consult with people before changing things. Consultation means listening, too. And when getting someone's agreement that a problem is solved, it's got to be a free agreement, not a manipulated one: ("Look, this is OK now, isn't it? The letters are sharp again, don't you agree?")

(5) If there are underlying issues (they don't understand other parts of the new system but daren't let on), then no amount of tinkering with displays will solve it.

 

[SGTRawlins]

We have tested several different displays on the system and there is no change between them, the 2 users stil insist that 'somehthing isnt right'.

 

[dkediger]

Can these users point to an example of a workstation that is right/acceptable? If they can - is it feasible to perform a switch and see if the issue resolves, stays with the user, or follows the workstation.

As lionelhill stated though, I think they've painted themselves into a corner and can't get out without losing 'face.' That or they are frustrated over lack of 'influence' in other areas of the organization and are acting out by making the poor little Compaq engineers jump.