What is the dumbist customer comment/question you've heard?

[Wild140!]

Re: What is the dumbist customer comment/question you've heard?

While onsite the power goes out and does not come back on. After 10 minutes I start packing up. Customer come into the room and asks " Can I use the Copier?" I point up to the lights in the ceiling that are obviously not on, and she walks out of the room.

[Wild140!]

Re: What is the dumbist customer comment/question you've heard?

And then there is this one. Brand new unit called in for an ADF jam. I test legal, letter portrait and landscape, double sided, no issues.
I ask the customer to show me what it was doing. She folds a piece of paper in half and puts the open end in first and hits the button and the machine jams. I ask why would you do that? She said the sales guy showed her that is how we demonstrates that the unit wont double feed because it will "unfold the page". I explain that if you just put a couple of pages in and watch the second sheet hesitates and kicks back a little, that is how it separates.
Her response " You know you really shouldn't call your sales guy a liar."
I think my blank stare back pretty much said the rest.

[tonerhead]

Re: What is the dumbist customer comment/question you've heard?

Just had an interesting one that is a 2.5 hr drive out from the office. Call was for jamming. I go out and find a legit issue. Fixed issue. Ran a bunch no more issue. Tuesday get a call for jamming again. Go out Wed, ran 1200 no jamming found nothing but some paper scraps laying around. Thurs call comes in for jamming again. I go out Friday and run 1400 without a jam. Ready to give up when the machine ran out of paper. I told the customer that I ran 1400 with no issue but the machine was now out of paper and I wanted to reload the trays for him. Customer took me to the supply closet and said this shelf of paper is plain paper and this shelf is our "billing paper". What the #$@# is billing paper? Turns out it was pre-printed perferated paper. I took some of that and immediately the machine jammed. So I'm talking with customer, who gets the jams and what are they doing when jam occurrs. Turns out the night crew comes in, loads the machine up with "billing paper" and prints out the days invoices for customer mailings. I rotated the paper to landscape and it fed ok. I had them run a couple test billings and it worked fine. And as Paul Harvey used to say "Now you know the rest of the story" Fortunate for me, I would have never found the issue had I not run the machine out of paper.

[blackcat4866]

Re: What is the dumbist customer comment/question you've heard?

It's funny how pre-perforated paper never buckles properly when the perfs are in the crossfeed direction.

Yeah, I've fought this battle before. The keyop that you talk to knows nothing about the issue " ... I just make the phone call." If you're lucky you can find a few crumpled samples in the waste basket. That's the first thing I do on a jamming call that won't jam ... dump out the waste basket to see whats there. =^..^=

[BillyCarpenter]

Re: What is the dumbist customer comment/question you've heard?

This is a situation where asking detailed questions can uncover the problem. When there's a jamming problem...especially a repeat call for jamming, I always ask the customer if they're printing on any special kind of paper. And I'll always look at their paper cabinet. Then I'll ask them to print out exactly what they were doing when they experienced the jam.

[slimslob]

Re: What is the dumbist customer comment/question you've heard?

Had an instance many years ago where the machine would jam every time they copied a particular type of original. I was a shipping invoice that they needed to copy 2 sided and had a wide full bleed bans at the top. No matter which edge they ran it use SEF paper, the lead edge on one of the sides would stick to either the hot roller or the pressure roller. I tried LEF and it worked just fine.