① Starting Point of the Story:
In the early morning of June 12, we received a support ticket from our Japanese user, Mr. 円山隆也.
After setting up his new workstation and connecting it to the HDK402‑M24‑JPBK, he found that both monitors were flickering.
The ticket contained only one sentence: “動画が点滅しています (the screen is flickering).”
There was no complaint, but the uneasiness was obvious.
② The Real Concern: Why This Isn't Just a “Plug It Tighter” Problem
For multi‑monitor users, screen flickering means:
• Unable to work
• Afraid to continue configuration
• Concerned about hardware failure and potential return
And cross‑border returns are time‑consuming and costly.
If the device itself were faulty, it would become a major hassle for the customer.
If not, then we needed to provide a judgment that the customer could trust.
③ Our Diagnostic Process: From “Maybe the Cable Is Loose” to “Verify Every Variable.”
To be honest, our first instinct when seeing flickering was also that the cable might be loose.
But we couldn’t simply reply: “Please re‑plug it.”
To the customer, such a response would feel dismissive.
So Kelly did several things:
• First apologized, ensuring the issue was acknowledged
• Asked for the exact computer and monitor models
• Requested cross‑testing: changing ports, swapping cables, single‑monitor testing
• Explained this was to determine whether it was a single issue or a systemic one
We also submitted his device combination to our test lab for reproduction.
During this process, we realized that if users aren’t guided clearly, they may not know the difference between “plug in tightly” and “plug all the way in” — especially with tighter KVM ports.
This made us aware: the problem might not be the product but the instructions and workflow.
④ Action and Change: How the Customer’s Voice Became Reality
After sending detailed troubleshooting steps to Mr. 円山, we internally decided to:
• Revise our “first‑time installation guide” and add a visual step highlighting “ensure the connector is fully inserted.”
These changes weren’t based on theory but because:
A real user told us in the middle of the night — the instructions weren’t clear enough.
⑤ Customer Feedback
A few hours later, Mr. 円山 replied:
“ご指示いただいたテストを行い、何度か差し直すうちに正常に映るようになりました。”
Then he added:
“製品は非常に使いやすく、品質も高いと感じています。”
This reflects a sense of reassurance — the feeling of being accompanied in problem‑solving.
⑥ Conclusion: What This Incident Meant to Us
Mr. 円山 made us realize:
Not every “just plug it tighter” issue is the customer’s fault.
If customers have to try multiple times, what’s truly missing is clearer installation guidance.
Since then, we added a “cable insertion confirmation” step to the workflow and proactively tell users about potential first‑time setup pitfalls — instead of explaining after issues appear.
This is the growth brought to us by Mr. 円山, and our most authentic understanding of co‑creation.
