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Action Update the video card driver to the latest edition as the one shipped on the machine was out of date.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

 

[SGTRawlins]

Thanks for the input dkediger will give that ago.

Have just had the Admin Manager - User 2 come to me with a suggestion.

She has told me that a friend of hers has suggested chaging the TFT for one that has a cream/beige surround instead of a silver one.

Her friend has told her this resolved the issue where they worked! haha not quite so sure bout this.

Might be worth giving it a go though, if the user believes that it will resolve the issue i could always give it to her as a placeabo.

 

[johnwm]

Don't forget that a placebo is something that often works - it's just that we don't always know WHY it works!

Good luck with your users!

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[edfair]

Depending on lighting level I could believe it might help. You could also put paper or cardboard around the shiny outer ring as a test to stop any reflections of glare.


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