Just saw a call come in. An HP, complaint is colors are still off, customer has changed all toner (drum print) cartridges and it made no difference. Others similar in past have occurred along with "light pages" customer tried changing toner, made no difference.
We, as a provider, pay for these items and the customer treats it as it is no cost to them. I am not opposed to a customer trying to fix a situation. However, probably 50% or more of the time the supplies end up in the trash and tossed, even though they are good. You try to educate the customer about this, it still happens. It is a rarity that these customers actually get dinged for throwing away good supplies.
If the customer calls in, dispatch will try to tell them to hold onto items for inspection. If they place service through web portal, often the supplies are in the dumpster before we can check them.
My only solution to this issue is customer must return all used supplies (empty or not) to us. The complaint I hear is this would be an accounting nightmare. I say we don't need to account for returns, the customer doesn't need to know we are not accounting, it would just be a deterrent to keep good supplies from going to the trash.
Is anyone doing anything similar? What do you do about wasted supplies?
We, as a provider, pay for these items and the customer treats it as it is no cost to them. I am not opposed to a customer trying to fix a situation. However, probably 50% or more of the time the supplies end up in the trash and tossed, even though they are good. You try to educate the customer about this, it still happens. It is a rarity that these customers actually get dinged for throwing away good supplies.
If the customer calls in, dispatch will try to tell them to hold onto items for inspection. If they place service through web portal, often the supplies are in the dumpster before we can check them.
My only solution to this issue is customer must return all used supplies (empty or not) to us. The complaint I hear is this would be an accounting nightmare. I say we don't need to account for returns, the customer doesn't need to know we are not accounting, it would just be a deterrent to keep good supplies from going to the trash.
Is anyone doing anything similar? What do you do about wasted supplies?
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