Service Call Response Times

[dogsbody]

I've read a few times here about how "The tech can't get here untill next week. Please help me."
I'm curious about others response time to service calls, how many machines you look after and a rough idea about the mix of new and old. Also are you par of a deaership or work direct for the manufacturer.

I look after about 300 machines for a dealership about 80/20 Konica/Kyocera, a couple of ancient analogs, and lucky enough to have a good mix from a small amout of old digital and a lot of newer digital (<4 years old).
At our company unless it is scheduled you generally don't wait more than 8 working hours (often less than 4) till we get there.

As I said I would like to know how others go especially here in Australia.

Cheers.

[CMB]

our response times are 4 hours in town. we usually get there in an hour or so. out of town is 8 hours.

[Tonerbomb]

4 hour target, usually 1/2 of that or less, unless we're swamped then same day usually. Down machines highest priority.

[blackcat4866]

I aim for within 8 business hours. Since there's only one of me, it can get out of control pretty quickly.

[laserman06]

We guarantee an average of 4 hour response time for the year. We usually make that.

[Mr Spock]

Depends on location and segment of machine and functional or down.
50 + page per minute down machine is 2 hr average
49 - machine down is 4 hrs
connected machine down is 2 hours regardless of speed
functional machine is 6 hrs average.

Usually 2-4 response is normal except end of month and overloaded call volume in which case 8 hours is my average.

I work on everything from Toshiba 2060, dp3580, e16, e120, e161, e163, 200l, 232, 45, 450, 452, dp5570, e550, e720, e210c, e211c, e3100c, e3511, e351c, e2500c, dp80f , dp120f, and e5500c family of machines. And now the Canon ir5000 family, ir3300 family, irc3880 family. I have a 140 mile by 150 mile territory and 400 machines. And I will be the next one to go to the Canon clp7000 school. And I support a few older Xerox's from personal client list (after hours and weekend service). I think I forgot a few but who keeps count......

[Cipher]

Same day for contract work (normally within 4hrs) up to 4pm, after that calls are carried over to the next working day.

Non contract work we do whenever we have the time to fit it in. (normally within 1-2 days).

[ak01]

2hrs respond time.cover almost 300 machine.average 7/8 calls per day.1 rim of paper to compensate if more than 3hrs late(for major customer only)

[techathens]

I've read a few times here about how "The tech can't get here untill next week. Please help me."
I'm curious about others response time to service calls, how many machines you look after and a rough idea about the mix of new and old. Also are you par of a deaership or work direct for the manufacturer.

I look after about 300 machines for a dealership about 80/20 Konica/Kyocera, a couple of ancient analogs, and lucky enough to have a good mix from a small amout of old digital and a lot of newer digital (<4 years old).
At our company unless it is scheduled you generally don't wait more than 8 working hours (often less than 4) till we get there.

As I said I would like to know how others go especially here in Australia.

Cheers.

This is how it worked at the large companies I was involved with in the past: Client callback / contact (with many companies, this is considered "response") within 1-2 hours and an on-site no later than eight hours, but usually within 4 hours. Many issues can be cleared over the phone with RISO & Duplo Digital Duplicators and HP & Lexmark Printers and counts towards the times.

My company is more project oriented with large print shop clients in many states (USA) on the Digital Duplicator side - we aren't fixated on the numbers game, but making sure the clients are making production with as little down time as possible - quality, not quantity. It works for us.

[iMind]

20 tech, we go out with 4 machine each then call in for more sevice,
goverment departments 2 Hours special clients 2-4 hours the rest same day before 17:00 then falls into next day.

[yourownfree]

1 hour response, means a phone call, then tell them when you can get to them. if you cant get to them within say 2 hours then hand it off. some need immediate attention.cry babies!

[Navy]

Down machine is within 4 hours. Noise, CQ, Jammimg are most of the time done within 6 or so hours. PM's and stuff like that will get a response within a few days.

Our customers rarely have an issue with our response times.