Typical conversation to place a service call.

[10871087]

Caller: My (10 year old, piece of shit, twice sold used) copier is broken, AGAIN!

Dispatcher: What's the problem, what is it doing?

Caller: The paper is stuck in the drawer, it's the drum.

Dispatcher: Thanks for the tech tip but don't worry, it's probably not the drum if you're having feed issues out of the drawer but who knows? I'm just the dispatcher. We'll get a tech right out to you.

Caller: Does the tech have the drum with him, last time he had to order it.

Dispatcher: I'm not sure but they are pretty well stocked for this sort of thing.

Caller: Well make sure they bring a drum, that was the problem last time when the stapler didn't work.

Dispatcher: OK, I'll let them know

[Ianizer]

Re: Typical conversation to place a service call.

dispatcher: Thanks for the tech tip...

roflmao...

<gasp!>

i cant breath...

Roflmao...

Dropped my screwdriver...

-i

[Ichiro]

Re: Typical conversation to place a service call.

why do users always think its the drum?

[fixthecopier]

Re: Typical conversation to place a service call.

In my area if someone orders toner, and I show up and find the bottle has not just been changed and they were ordering back up, or the machine is not down waiting on me, then I start to ask questions and will find that someone had light copies and assumed that the machine needed toner. The other one is, they call for a cleaning or service and when you show up you find it needs parts, they just assumed a good cleaning would fix the problem so they did not bother to state the real problem.

[zed255]

Re: Typical conversation to place a service call.

Oh, my favourite 'self-diagnosis' is when a customer complains about black marks or a dark print and thinks replacing the toner will help. Like throwing more black stuff at the machine will somehow make this type of issue better. Otherwise is is always 'I think it must be a roller' comment around here.

[DavePo]

Re: Typical conversation to place a service call.

There is also the old create a fictitous service call for anything Dirty copy noise jammimng etc, then adds by the way can you bring toner. Then get to site and only reason for call is to get toner faster.

[prntrfxr]

Re: Typical conversation to place a service call.

How about this one:

Q: My printer doesn't work. Can someone come out to fix it today?

A: Sure we can. Are the lights on at all? Do you hear any fans or motors running?

Q: Good. No there are no lights, fans or motors.

A: Ok, Did you check to see if it was plugged in?

Q: Plugged in? What do you think I am stupid?!!

A: No ma'am, but sometimes machines get moved or cables get loose.

Q: I haven't moved it. It's under my desk and has been there all week!

A: If it turns out to be an unplugged cable, we'll still have to charge you for the call, so checking could save you some money.

Q: Oh...(long pause) that's a good point. Ok, let me check. (short pause) Nope, it's plugged in.

A: Ok. We'll send someone out. He is in your area already, so he should be there in the next 30 min.

Q: Thanks (line disconnects).


Client calls again.


Q: I want to call this in myself. I want to apologize for being rude to you when you told me to check to see if it was plugged in. He came out and it was unplugged.

A: But, I thought you checked it.

Q: I did. I just didn't know the cord can come out of the back of the machine as well as the wall. The cleaning crew must have moved the printer last night. Do you have to charge my company for the service charge? All he did was plug it back in. I mean, I understand if you do, but to get charged a full labor charge for just plugging it in? I mean, come on...cut me a break here. Please?

[prntrfxr]

Re: Typical conversation to place a service call.

why do users always think its the drum?

Because that's one of the only 2 technical words they know. The other one is "roller".

[Eric1968]

Re: Typical conversation to place a service call.

... so the laser burns the image on the paper....

[gwaddle]

Re: Typical conversation to place a service call.

Because that's one of the only 2 technical words they know. The other one is "roller".

And the two are used interchangeably, as are Document feeder and bypass.

[Tricky]

Re: Typical conversation to place a service call.

Caller: Well make sure they bring a drum, that was the problem last time when the stapler didn't work.

LOL

[CompyTech]

Re: Typical conversation to place a service call.

Customer: my machine is spitting out pieces of metal! rofl that was the best one I heard last week. Turns out there was not a damn thing wrong with it. And yeah customers usually presume rollers or drum. Most don't even know what a drum is.

[jonhiker]

Re: Typical conversation to place a service call.

Had a customer that always said "it just needs a good cleaning" and would question why i replaced parts. she complained once to a supervisor about my excessive use of parts on the copiers. after that, every service call, i would replace at least one part, even just a feed tire or feed belt,

by the way , they had a full mainteneca agreement, so they weren't charged for parts!

[prntrfxr]

Re: Typical conversation to place a service call.

And the two are used interchangeably, as are Document feeder and bypass.

I would count myself fortunate if my customers had ever known those 2 words. All mine ever said was "drum" and "roller". But they reacted violently to me saying their problem was due to: "paper quality issue" or "remanufactured toner"

[Akitu]

Re: Typical conversation to place a service call.

Paper quality issue... Gotta love their reactions when that's what you have to tell them.