Maybe it's the toner?

[George J]

Re: Maybe it's the toner?

'You guys been here at least 7 times trying to fix this machine!'

Then I check the history, only to notice that we've only been there 2 times for minor things.

[Akitu]

Re: Maybe it's the toner?

'You guys been here at least 7 times trying to fix this machine!'

Then I check the history, only to notice that we've only been there 2 times for minor things.

Not so much the lies, but the gross exaggerations. Then there's the trickle down effect... By the time it reaches us lowly techs, it's blown way out of a proportion we had no idea it got to in the first place.

[DAG COPIERS & COMPUTERS]

Re: Maybe it's the toner?

'But you were here just last month, WHAT exactly did you do?'.
'What did you repair on the machine the last time you were here?'
'What is the difference between service and repair?'
'But you said it was something small, how can you charge us that much for something small?'

Personally I really think the customers are always worried of the cost involved in the maintenance and repair of their copier. They would prefer 'to give it a trial' before calling a tech for any 'small problem' with the machine. Because of the wealth of experience accumulated by the tech over the years, they can sometimes, very easily troubleshoot or pinpoint a copier's problem within few minutes, rectify the fault, and....leave a hefty invoice or bill behind for the customer to foot.
The customer's cry, 'don't you think this machine is now old and we need another one?', stems from the customer's fear of the increasing cost of maintenance and repair over time as the machine ages.,...a normal trend. So to them they would be better off if they 'nib ed it in the bud' to cut down costs.
Also, recurrent or persistent\intermittent problem on a machine which is ill defined by the tech and therefore not properly repaired can also give a bad image to, not only the tech but also his\her company. The customer might think that the tech is not up to the task in question. I rest my case.

[Akitu]

Re: Maybe it's the toner?

The customer's cry, 'don't you think this machine is now old and we need another one?', stems from the customer's fear of the increasing cost of maintenance and repair over time as the machine ages.,...a normal trend. So to them they would be better off if they 'nib ed it in the bud' to cut down costs.

Your customers actually want to upgrade their machines Dag? Consider yourself the luckiest tech ever! It's a struggle in most cases here to get them to upgrade. They see it as being frugal to hold on to their increasingly archaic machines to the point where they can't run anymore and parts can't be procured without great expense. They ignore the fact that if they got a new lease, they could actually save several hundred dollars a month in operating costs because it's been burned into their brains that longevity = value.

[CraigW]

Re: Maybe it's the toner?

Folks lately have been hanging on tight for sure, cringe every time they buy a lease out.

Then, they get the slightest hiccup on that past wore out thing and they are on the phone.

The obsolescence list has became our tool to motivate....sorry PM kits, toner, parts NLA

[DAG COPIERS & COMPUTERS]

Re: Maybe it's the toner?

Your customers actually want to upgrade their machines Dag? Consider yourself the luckiest tech ever! It's a struggle in most cases here to get them to upgrade. They see it as being frugal to hold on to their increasingly archaic machines to the point where they can't run anymore and parts can't be procured without great expense. They ignore the fact that if they got a new lease, they could actually save several hundred dollars a month in operating costs because it's been burned into their brains that longevity = value.

Yes, I must admit that customers here actually do upgrade their machines regularly. The tech's recommendation on the status of the machine is very instrumental in shaping their decisions to do so. Other criteria used is the m/c's counter readings as well as the years it has served in the field. For most organizations and government departments, 5 years of service is considered the maximum duration of a machine's service life, and this include even vehicles. You hear a customer saying, ''Yah, this machine has really worked, 5years, I think we now really need a new machine. You write your recommendation and attach a quotation for a new machine, so that we forward to the management for consideration.''
As for the 'small timers'.... I mean the individual customers, they take any word we(the techs) say about their machine as 'the gospel truth'.
I must point out one thing though; Our market here operate in a different way from that of your country. Ours is a 'cash economy', therefore this business of 'LEASING' equipment doesn't work here. Some banks have tried to introduce the leasing concept here but with little success if any; they might have registered some isolated success here and there in lease of Agricultural equipment like tractors. but not office equipment.
Here, all customers and this includes government departments and organizations do outright purchase of their office equipment, it has been so for decades and I see no end in sight to the practice. Payment is by cash, checks,TTs or EFTs. And you own the equipment, there's nothing like taking it back to the suppliers etc. Upon 'retiring' the m/c, you may sell it through auctioning, donate to charity, throw it away, or whatever you decide to do with it, you own it.

[excanonguy]

Re: Maybe it's the toner?

Sure, for the right salary and a window office!

You forgot to mention the benefits package too !! If I had a buck for everytime I get this question I could pay my house off!