Advice on customer breaking machine but not really there fault.......

[Kenny]

[fixthecopier]

Yes, even if it is under contract, the building caused the damage just as if a water pipe burst or part of the ceiling fell on it. You would not cover any other fault like that, the power supply is the same, surge protectors are cheap. However, if they had not told you about the power problem, you would have fixed it under contract for free, thinking your power supply went bad on its own. I would work with them on the cost so my shop is not out any money.

[Kenny]

fixthecopier thats what I thought

thanks pal

[User Name]

My company would. But then we're a fairly small company and most of the time we can fix a problem like that with parts from parts machines.

We did have one instance at a customers where we had recently installed a machine that we didn't cover. "Vandals" broke in and broke the platen glass of their copier and some old computer monitors, which were placed clearly where I could see (without any visible damage to them). The shelf 3 feet above the copier with heavy-looking things on it told me otherwise. Never accused them of lying, but we replaced the glass, gave them the bill and told them to contact their insurance agency to pay for it.

[Hemlock]

No matter what you do, someone is gonna be unhappy with the outcome. Decide now whose ire you can best handle.

[Eric1968]

Depends on the customer. If you can sell the customer a few machines in the nearby future, I would not charge him.

[D_L_P]

Have them turn the bill into their insurance. They should pay for the "damage" to the copier just as if the building caught on fire.

Once, after a real harsh storm over a weekend we had 4 or 5 calls for dead Fiery print controllers. Lightning took out the $4000 PCB's and we had to bill them but they didn't mind since they had insurance.

hope that helps.

[charm5496]

we always try and work with the customer in situations like this, but the in all honesty they should have insurance to cover themselves when things like this happen.

We have installed used parts and just charged the customer labor in the past
We have sold them a used machine and a discounted price in one instance because there's was trashed.
And then you have the really big accounts where you just take care of the customer and not charge them a dime.