[Annoying] Have you ever worked on a problem machine you couln`d fix, maybe a lemon.

[fallguy]

It was 2003, the place was Fedex Kinko, machine was a Xerox DC265
I worked 3 days, 2 hours per days on this machine and changed almost all the parts, update all the firmware and still could not get this machine to work like it is supposed to.
I escalated the call and thought that would be the end of it, unfortunately the new Tech Specialists don`t go fix machine like his predecessor, he goes with the current tech and assist him in fixing the machine.
Together we worked on this machine for 3 more days changed all the main parts again as well as firmware update, end result machine still won`t work, he finally decide to swap it out {exactly what I was telling him all along)

[blackcat4866]

There have been a few that just weren't worth fixing. The most notable were a pair of matching side-by-side Sharp AR-507's that had 5.5M copies/prints each. They were both getting shading codes (sorry I don't remember specifically), and it just wasn't worth two more ICU boards. Three boards each in a year.

[pjdbm]

OMG, the 507's I need a drink hearing that model...

This is a touchy one because I am currently working on one (problem machine) its a crappy feeling knowing the customer will call back at any time ...

[Stirton.M]

Cannot say I have ever found a machine I could not fix....perhaps a couple that could not be dealt with in a customer's office. If I spend more than a half a day trying to resolve a problem, I will involve my supervisor and we may spend a couple more hours, but generally in the end our policy is to pull the machine, give the customer a loaner machine, and haul the problem child back to the office for more extensive investigation. Simply put, it is far easier to work on the machine in our office than at the customer's site...nobody constantly asking us "is it fixed yet" or "any time frame when we can use this again" or the stupid comments often associated with "you still here?". At the shop we have far more tools and resources at our disposal for the odd problem child. The only machine I ever had that could not be fixed was one that was dropped by the delivery guy and the frame was bent. Absolutely nothing could be done to fix that particular problem. Once the frame is gone, just like many cars, it is a writeoff.

[davidj7]

we sometimes get annoying problems like that , what ever we do it wont go away , years ago i was given an advise on such issues. dis assemble the whole assembly and put it back . surprisingly it has worked few times for me.

[blackcat4866]

Broken frames. Yeah I remember a few of those. The most interesting was a Mita DC-1001 (plastic lower frames). Upon arrival I noticed that the top half of the clamshell is sitting slightly askew of the bottom, and its held closed with two or three big loops of masking tape. The complaint is that it jams.

I cut away the tape, and the top half of the clamshell fell off the bottom, with only the wiring harness to keep it attached. I couldn't help myself: I started to laugh.

Me: What happened? (trying, and failing to keep a straight face)
Customer: Well ... we were having trouble changing the toner ... and it fell off the desk.
Me: So you were having a lot of trouble. I don't think you want to fix this.
Customer: What do you mean?
Me: Just in rough numbers, $200 to $300 in parts, and about a day's labor, maybe more. You could buy two new ones for the cost.
Customer: Oh.

=^..^=

[gwaddle]

I'd forgotten the 1001 frames. I had a couple of those myself, although not quite to that extent.

[DAG COPIERS & COMPUTERS]

I totally agree with STIRTON.M such "TOUGH DOGS" cases cannot be easily fixed in the field/customer's premises. the best approach is to haul it to the workshop, away from the customer's prying eyes, and where there's enough resources available to fix it . Time would be on your side, and you would be able to define the fault clearly. in all/most cases this approach works and one should be able to fix the machine.

[smostyn]

It was 2003, the place was Fedex Kinko, machine was a Xerox DC265
I worked 3 days, 2 hours per days on this machine and changed almost all the parts, update all the firmware and still could not get this machine to work like it is supposed to.
I escalated the call and thought that would be the end of it, unfortunately the new Tech Specialists don`t go fix machine like his predecessor, he goes with the current tech and assist him in fixing the machine.
Together we worked on this machine for 3 more days changed all the main parts again as well as firmware update, end result machine still won`t work, he finally decide to swap it out {exactly what I was telling him all along)

Oh my... The DC265....god I hated that machine. I have had to exchange one of those myself. Along with the DC 230 both of them had major firmware issues in Australia. I had the TS out as well and after days of swapping parts he also threw in the towel.

[DAG COPIERS & COMPUTERS]

Of course these things can mean to be tough. Giving it a workshop repair rather than a field repair is simply meant to give you one last chance at scrutinizing and having a detailed and closer look at the fault in the machine, and not to throw in the towel too early. it also enables you to increase on your wealth of knowledge & experience. Those "tough Dog "cases will always be there regardless of brand name or model, and we must face upto the challenge.

[Stirton.M]

Broken frames. Yeah I remember a few of those. The most interesting was a Mita DC-1001 (plastic lower frames). Upon arrival I noticed that the top half of the clamshell is sitting slightly askew of the bottom, and its held closed with two or three big loops of masking tape. The complaint is that it jams.

I cut away the tape, and the top half of the clamshell fell off the bottom, with only the wiring harness to keep it attached. I couldn't help myself: I started to laugh.

Me: What happened? (trying, and failing to keep a straight face)
Customer: Well ... we were having trouble changing the toner ... and it fell off the desk.
Me: So you were having a lot of trouble. I don't think you want to fix this.
Customer: What do you mean?
Me: Just in rough numbers, $200 to $300 in parts, and about a day's labor, maybe more. You could buy two new ones for the cost.
Customer: Oh.

=^..^=

D'OH!

[kingarthur]

Have had 2 biz 250 b/w machines, that i've had to write off, the optics were bent due to the customer "sitting" on the glass. though they denied it

[ToshibaTech]

I have had a bunch that weren't worth fixing. I have had a few that after making a trip or two one of the other guys will go look at it and usually see something simple... likewise I have done the same for them.

I don't know that we've ever had a machine that we just couldn't figure out. I mean at some point if you replace enough parts or eliminate enough variables you WILL fix the machine. You usually try to avoid the shotgun approach but when you run into a real "problem child" sometimes that approach beats spending hours and hours on a job. I guess you have to weigh wasting parts vs. wasting time.

I think the worst thing that happens is when you start off by over thinking the problem. At least for me, that is when I find I spend the most time on a machine. When perhaps the problem was very simple, or I am making it into a much bigger deal than it is I.E. the customer doesn't see it as a problem and didn't want/need it "fixed."

[blackcat4866]

... I think the worst thing that happens is when you start off by over thinking the problem. At least for me, that is when I find I spend the most time on a machine. When perhaps the problem was very simple, or I am making it into a much bigger deal than it is I.E. the customer doesn't see it as a problem and didn't want/need it "fixed."

Excellent point. That's why I always ask the customer to identify the problem they want fixed, especially billable ones. Often they don't even see that other thing, or don't care. =^..^=

[JustManuals]

Back in the day when I worked for HP in Long Island NY, I was working on some of their high-speed printers. I believe it was the D640 series. The manuals came in 2 3" thick 3 ring binders. Well, long story short, I escalated the call and HP sent their 'fixer' . He flew in from Detroit, I picked him up at LaGuardia, got him a motel room and we went to the site. We spent 3 days there and another guy from NJ also came. They got it fixed for sure. A nightmare I'm certainly not going to forget soon.

Paul