Do you want it all fixed?

[fixthecopier]

My first all this morning was simple. A Lanier ld015 that the side door wouldn't close all the way, causing jams. I went with a side door replacement.

Any other issues?

Nope, that should do it.

Do you know how to print a meter?

No

Let me show you, if you print the meter and it is clean, and you have lines on copies you make, clean this strip of glass.

OK that's great, thanks

Let me show you something that happens . Sometimes the backstop in the tray gets missing...[ As I open the tray, I see the back stop is missing]...So, do you get a lot of false paper jams.

Well, yes, how did you know?

It's my job, I am the copy guy.

Does your document feeder pull more than 1 sheet at a time?

Well, yes

Would you like me to fix that also?

Sure, that would be great

They were really nice people and had the copier since it was new, and really liked our company. I just wondered why you have to pry info out of paying customers. You would think they would want everything fixed on a paid service call.

[tech28]

Re: Do you want it all fixed?

Should be common practice to ask if there are any other issues they would like to be addressed, I would think.

[allan]

Re: Do you want it all fixed?

No. Not if you are running like crazy. I just ask the customer to test is and ask them if they are happy.

Or you get to a corporate customer and they only reported a single machine but would like you to fix 4 more machines!

[Lagonda]

Re: Do you want it all fixed?

.....Or you get to a corporate customer and they only reported a single machine but would like you to fix 4 more machines!

The three words that sends a cold shiver down your spine! You've just washed your hands and packed you tools and while your completing the paperwork you hear... "While your here..."

[NeoMatrix]

Re: Do you want it all fixed?

The three words that sends a cold shiver down your spine! You've just washed your hands and packed you tools and while your completing the paperwork you hear... "While your here..."

Yes...................

Another anecdote that brings a cynical peeved off sense to a bloke. "It'll only take five minutes".... yeah right, two and a half hours later.

[fixthecopier]

Re: Do you want it all fixed?

Should be common practice to ask if there are any other issues they would like to be addressed, I would think.

My conversation started with me asking "Are their any other issues". I always ask. The point of this thread was showing how after asking, I still had to quiz them for other issues.

[Iowatech]

Re: Do you want it all fixed?

This might be stupid, but I've found that most users have very different expectations about the equipment than those of us who get paid to fix said machines. Even the users that are awesome.
Think of it this way, how would you explain the problem to a tech if you have only done their job ever?
That's just something from the 3M Customer Vision training back in the day. If it is a pile of uselessness now, feel free to call me rude names or something. Sometimes that's how I learn.

[fixthecopier]

Re: Do you want it all fixed?

I have a Bizhub c550 in the office of the Special Ops Command. I was there last week and was ask about what it would take to replace it because the boss is always grumbling about it.

About what? I replied. "You guys only call be about twice a year for simple shit. Based on who you are, when you call you get top priority. Most of the time I drive by and wonder if you turned the machine in because most people with a 6 to 7 year old color box would call a lot more. In other words, all you have to do is call and we fix it"

How great a machine is, depends on the individual user.

[TheBlueOrleans]

Re: Do you want it all fixed?

I'm currently full time on-site tech (one of two) in a large hospital. We get all the questions. Usually we get a lot of calls that shouldn't come to us, because the onsite I.T. personnel are supposed to handle network issues, Voice team handles fax issues, yet we get "won't print, won't fax, machine down, urgent, asap, call with ETA, why is it broken again, omgwtfbbq" calls multiple times a week.

I have to calm myself, reminisce back to the days when I could go smoke a cigarette and the rest of the world could fuck off, and realize one thing:

I would greatly prefer that these people know how to do their jobs rather than mine.

[KenB]

Re: Do you want it all fixed?

My favorite pet peeve was always the customer who needed service on 3 or 4 machines (sometimes more), but would only place a call on one of them.

While they certainly will get the service they are paying for, they need to realize that we (at least normally) plan our days around what calls are up, and reasonable expectations of how long it will take to fix each.

It's unfair to the next customer who is expecting us at or about a certain time, but get delayed by someone who has not allowed us to plan accordingly.

If you have 3 calls, place 3 calls, and we will be more than happy to oblige.

[subaro]

Re: Do you want it all fixed?

In the city, big cities that is, you don't have that luxury of asking if all is ok. You do what the dispatch sent you to do and keep an eye on the time for the parking meter. Many times when the meter expired and you were stuck waiting on the elevator, you would watching your windscreen from a distance for that yellow paper.
Nowadays, there are apps for parking, so you can pay from your phone ect. As kenb said, if you need service pick up the phone, no killing two birds with one stone.
Company policy also dictates what a tech may be allowed to do, so calls can be cleared according to the dispatch schedule.

[sturmtrooper]

Re: Do you want it all fixed?

No. Not if you are running like crazy. I just ask the customer to test is and ask them if they are happy.

Or you get to a corporate customer and they only reported a single machine but would like you to fix 4 more machines!

I see you have met my Ricoh direct customers. We're not supposed to touch those machines without a dispatch. Get there and they ask about another machine "have you put in a call about it?" of course they ALWAYS have. Reality is another thing.

[Qball]

Re: Do you want it all fixed?

It's frustrating when customers throw more calls on you when you only have one up. I do make a real effort to accommodate them. But if I'm really under the gun I will tell them no, that I have already made commitments that I have to keep. But to fend off having lingering issues with the copier, we'll do a total call. Test all the accessories and paper drawers, look at copy quality, see where the machine is in the pm cycle and do a pm if it's due. Once in a while a customer will drop that shit on me as I'm trying to leave "oh by the way, the feeder is jamming". I say that I know and I took care of that. I'll say that I found worn feed rollers I drawer 2 and that they'd be giving you problems soon so I went ahead and replaced them. The customer gets the perception that I know what I'm doing.

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