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  1. #21
    Technician
    Join Date
    Dec 2015
    Location
    California City, CA
    Posts
    24
    Rep Power
    4

    Re: Lazy technicians

    Quote Originally Posted by gneebore View Post
    Customers are also requiring more IT from techs than just technical expertise. Quite a few times I was asked to troubleshoot a scanning to network or e-mail problem. All I could do was go get my mini network, laptop, router, and cables and set the ip address to match the printer and disconnect from their network. Then print scan and do everything with my laptop. If it worked (only had one network card fail this test procedure) then I unplugged my equipment and plugged theirs back in and tried it again with their computer operator doing the test prints and scans. I usually would insist that someone from their computer office if onsite be there when I did this. Then I would show them my settings, print them out and let them go back and troubleshoot their network.
    Our company has a fully trained I.T. person assigned to each branch. We have four branches. They will do the setup and network install for free as part of the initial sales agreement. After that, we are supposed to charge $145.00 per hour to fix network issues. We make it clear that we are not a network repair company, and network issues are not covered under the copier service agreement. I feel that if we are going to charge a customer for such issues, that they should get someone who is trained. I am not Network trained. So I generally will send someone else. I understand Networking, and can do minor troubleshooting. I have to do something like that over and over again before I can really get good at it. Last December we installed 87 new machines at one account. All had to be setup with new drivers and with Scan to Email. The drivers were not a problem, but I could not remember all the settings I needed for Scan to Email. Our man gave them to me. After that, I completed all of them with no problem. I have not done one since, and for the life of me I can not remember what all I need to set them up again.


  2. #22
    Senior Tech 250+ Posts
    Join Date
    Feb 2010
    Location
    chas
    Posts
    302
    Rep Power
    20

    Re: Lazy technicians

    Quote Originally Posted by Bucky View Post
    Our company has a fully trained I.T. person assigned to each branch. We have four branches. They will do the setup and network install for free as part of the initial sales agreement. After that, we are supposed to charge $145.00 per hour to fix network issues. We make it clear that we are not a network repair company, and network issues are not covered under the copier service agreement. I feel that if we are going to charge a customer for such issues, that they should get someone who is trained. I am not Network trained. So I generally will send someone else. I understand Networking, and can do minor troubleshooting. I have to do something like that over and over again before I can really get good at it. Last December we installed 87 new machines at one account. All had to be setup with new drivers and with Scan to Email. The drivers were not a problem, but I could not remember all the settings I needed for Scan to Email. Our man gave them to me. After that, I completed all of them with no problem. I have not done one since, and for the life of me I can not remember what all I need to set them up again.

    I originally started with electronic typewriters as printers. Parallel port hookup and no networking. My personal favorite way to set the "printer" up was to hand the unopened drivers floppy disks to the user and let them do the install with me guiding them. Yes this was far enough back in stone aged computer time that we actually had to set up printers with dos 3.3 and even set up some software with specialty drivers. Think Word Perfect 4.0. So it was relatively easy and safe to handle installs that way. Kind of like, "Here I can show you how to do it so you don't have to wait until I can come back if you need to do this with a new pc"

    Then we started with digital copiers and in the case of a small two to four machine network no real problems. Part of the training was actually how to network the copiers. But eventually we started getting sales and installs in large companies. That was when my boss added a clause to "We do not repair or diagnose network problems. That is the responsibility of the customer" to the service contract. Had to add that because customers were always claiming making sure it worked on their network was our job and part of the servicing of the equipment. Got to be real fun sometimes when I'd go on a call and have to explain "If it works with those four and not those two then you have a problems with the network. And we do not fix network problems"


  3. #23
    Technician
    Join Date
    Dec 2015
    Location
    California City, CA
    Posts
    24
    Rep Power
    4

    Re: Lazy technicians

    Quote Originally Posted by gneebore View Post
    I originally started with electronic typewriters as printers. Parallel port hookup and no networking. My personal favorite way to set the "printer" up was to hand the unopened drivers floppy disks to the user and let them do the install with me guiding them. Yes this was far enough back in stone aged computer time that we actually had to set up printers with dos 3.3 and even set up some software with specialty drivers. Think Word Perfect 4.0. So it was relatively easy and safe to handle installs that way. Kind of like, "Here I can show you how to do it so you don't have to wait until I can come back if you need to do this with a new pc"

    Then we started with digital copiers and in the case of a small two to four machine network no real problems. Part of the training was actually how to network the copiers. But eventually we started getting sales and installs in large companies. That was when my boss added a clause to "We do not repair or diagnose network problems. That is the responsibility of the customer" to the service contract. Had to add that because customers were always claiming making sure it worked on their network was our job and part of the servicing of the equipment. Got to be real fun sometimes when I'd go on a call and have to explain "If it works with those four and not those two then you have a problems with the network. And we do not fix network problems"
    Boy does all that sound familiar. By the way guys, our company in Bakersfield California is looking to hire a new tech. We've needed one for a long time to help out the three that are there now. Our owner finally gave the word to start looking for someone. As usual, Network training is a plus, but not a requirement. We service Ricoh brand. Send me a private message if you are interested.


  4. #24
    Senior Tech 250+ Posts
    Join Date
    Jun 2015
    Location
    Lutherville, MD
    Posts
    346
    Rep Power
    9

    Re: Lazy technicians

    We have three techs (including me). I'm the only one who can troubleshoot and repair almost anything (desktops, laptops, printers). The other two....well.....let's just leave it there...................


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