Helpful customers

[fixthecopier]

Friday we took a call from the local VA hospital in desperat need of someone to put a belt on an HP T610 plotter. I said I would do it on Monday, knowing I would have no other calls with the base closed down for the holiday. The hospital was also closed, but they made arrangements to have the police let me in. Customer had supplied the belt. They had planed to install it until they downloaded a manual and saw what was involved.

The machine was in an office that was about 8 X 14, with other office furniture. The belt was visibly damaged. Each time I would go from one side to the other, I would have to pick it up and move it.

If you have never taken apart one of these, it will make you want to punch the guy who designed it in the mouth. With the confined office fighting me, it took 4 hours for me to get it all back together with a new belt. I booted the machine only to see a service code of 47:01, which is a starwheel motor. When I called the customer and explained this, I was told that the code is what shut the machine down and when they saw the condition of the belt, they assumed that was the problem. I explained how that would have been good info from the start, as he would have to pay for a couple more hours for me to put that in the next day with staff in the office. I could have installed it while doing the belt.

Another glaring difference between a tech and an end user... Even when they have the manual, the end user can't come to the correct conclusion about his machine.

[blackcat4866]

Re: Helpful customers

I had this conversation a number of years ago with the owner of a Mita DC-313ZD.

His machine was slamming the scanner into the wall of the scanner, then quit. The customer called his brother who knows everything about copiers, that told him that he needed a scanner motor. So he calls us requesting a scanner motor.

I talk to the gentleman, and hear the sequence of events. This was a known issue with this model. It required an odd looking foam and mylar modification thing for the scanner to bump into, and a minifuse to go inline with the motor. I explain all this, but no, his brother knows all about this, must have a scanner motor.

I explain that when the scanner motor does not fix the problem, he'll still have to pay for it (~$300.00). It will not be returnable. Fine, he says.

So I arrive with a scanner motor and install it. When I'm finished I hand the gentleman the used scanner motor. "It's still good. You may be able to use it later, once we install this mod kit and the minifuse. It will be an additional $5 in parts." =^..^=

[Phrag]

Re: Helpful customers

I had this conversation a number of years ago with the owner of a Mita DC-313ZD.

His machine was slamming the scanner into the wall of the scanner, then quit. The customer called his brother who knows everything about copiers, that told him that he needed a scanner motor. So he calls us requesting a scanner motor.

I talk to the gentleman, and hear the sequence of events. This was a known issue with this model. It required an odd looking foam and mylar modification thing for the scanner to bump into, and a minifuse to go inline with the motor. I explain all this, but no, his brother knows all about this, must have a scanner motor.

I explain that when the scanner motor does not fix the problem, he'll still have to pay for it (~$300.00). It will not be returnable. Fine, he says.

So I arrive with a scanner motor and install it. When I'm finished I hand the gentleman the used scanner motor. "It's still good. You may be able to use it later, once we install this mod kit and the minifuse. It will be an additional $5 in parts." =^..^=

Why would the copier tech know, though? It's not like we work with them day in, day out.

[fixthecopier]

Re: Helpful customers

I had one a few weeks ago. The customer called about a dead Xerox workcenter. It was a couple of years old, in like new condition and was dead with a code. I am not a Xerox tech, but have fixed printers for these guys for years. The poc had already researched the code and came up with the image board, or formatter depending on the brand, needed to be replaced and he wanted me to get one and install it. I removed the board, reseated everything on it and then when the machine booted, it got stuck on 1 bar. I told him I would feel better doing my own research and get back to him.

A general search of the internet was not conclusive. I then came here. I posted the question in the evening and by morning 3 different techs had responded with the same solution...change the 1 gig memory dimm on that board, and a standard laptop dimm will do. CTN came through. I fixed it while saving the customer from wasting money. I felt great and they were impressed.

I finished up by giving good rep to those who responded. Thanks

[Blizzoo]

Re: Helpful customers

Friday we took a call from the local VA hospital in desperat need of someone to put a belt on an HP T610 plotter. I said I would do it on Monday, knowing I would have no other calls with the base closed down for the holiday. The hospital was also closed, but they made arrangements to have the police let me in. Customer had supplied the belt. They had planed to install it until they downloaded a manual and saw what was involved.

The machine was in an office that was about 8 X 14, with other office furniture. The belt was visibly damaged. Each time I would go from one side to the other, I would have to pick it up and move it.

If you have never taken apart one of these, it will make you want to punch the guy who designed it in the mouth. With the confined office fighting me, it took 4 hours for me to get it all back together with a new belt. I booted the machine only to see a service code of 47:01, which is a starwheel motor. When I called the customer and explained this, I was told that the code is what shut the machine down and when they saw the condition of the belt, they assumed that was the problem. I explained how that would have been good info from the start, as he would have to pay for a couple more hours for me to put that in the next day with staff in the office. I could have installed it while doing the belt.

Another glaring difference between a tech and an end user... Even when they have the manual, the end user can't come to the correct conclusion about his machine.

Never trust what customers say about faults or what they thing is wrong,it's more safe to test the machine first

[MR Bill]

Re: Helpful customers

Worked for Saxon Business Products. The had the Boeing account. Close to 600 plus machine at all the locations in the Seattle area. Well if you can design a jet plane or short range attack rocket then of course you can fix a simple copy machine. The things these engineers would take apart. Wiper blades taken off on liquid copiers. , etc.Went to a place last week and they pulled a corona out when they needed toner. Put the corona in and ruined the drum. Man it's like pulling into the gas station to fill up with gas and instead open your hood and take the carburator off. Just had to shake my head.

[Lagonda]

Re: Helpful customers

........ the Boeing account. ........ Well if you can design a jet plane or short range attack rocket then of course you can fix a simple copy machine. The things these engineers would take apart. Wiper blades taken off on liquid copiers. , etc.Went to a place last week and they pulled a corona out when they needed toner. Put the corona in and ruined the drum..........

And those guys build 747's ? Might only fly in Airbuses from now on!

[sandmanmac]

Re: Helpful customers

Just yesterday I had a call from a customer that had a pipe burst on the floor above them, causing quite a mess, and the Copier no longer powers up -although they claim it never got wet. I`m still thinking 'Uh-ohh'....
Anyway, I go through all the obvious things like making sure that there is actually power in that outlet by plugging in another device, checking the main switch hasn't been turned off, etc., etc.
"Of course we have"!
"yes, yes, we've done all that"!
"we're desperate"!
So this is now an emergency for me, and I am a one man operation. I grab some spare circuit boards from my shop, and drive the hour PLUS to the customer. I plug in the machine and turn it on. Powers up and runs perfectly! The office staff of 6 or so, just look at one another and start blaming the others for not checking this and that, and telling me we `tried that before`, and what not!.
Maintenance agreement or not......Here`s your Invoice.. Have a nice Day!

[fixthecopier]

Re: Helpful customers

They just won't stop. My last call today was a simple service on an HP 4015. When I got there the 2 older ladies told me about the background haze on the prints. They also informed me that they had gone online and come to the conclusion that it was either the fuser or the rollers needed cleaning. The fuser looked great. The cartridge was OEM. I swapped it and it got better, but not perfect. Then as I look into the printer, It sparkles. Not like really clean sparkles, but actual glitter in and around the transfer roller. They knew nothing. I am ordering a transfer roller.

[blackcat4866]

Re: Helpful customers

They just won't stop. My last call today was a simple service on an HP 4015. When I got there the 2 older ladies told me about the background haze on the prints. They also informed me that they had gone online and come to the conclusion that it was either the fuser or the rollers needed cleaning. The fuser looked great. The cartridge was OEM. I swapped it and it got better, but not perfect. Then as I look into the printer, It sparkles. Not like really clean sparkles, but actual glitter in and around the transfer roller. They knew nothing. I am ordering a transfer roller.

I wonder if they aren't printing those metallic Certificates. I had a Sharp Cougar that was continually shorting out the S/T just because of these certificates. " ... but it's just paper, right?" =^..^=

[MR Bill]

Re: Helpful customers

I mentioned Saxon business Products. They had a Estat machine ( For all you young techs estat means coated paper, no drum to put a charge on. The paper had a coating to take the charge. ) Any way the paper was on a big roll that was about 500 feet long. One of the machines had a continuous document feeder. Saxon P-50, or Saxon C-500. So if you had a origianal that was real long it would feed the original in and cut the copy to the right size. Well hell , how long can a original be?? Damn if some Boing engineer didn't tape about 50 originals together end after end. Tryed feeding that through the document feeder. So the copy paper can feed pretty straight for a few feet but starts to squew after a bit. After about 25 feet of paper going through the machine it jams. But these are old machines without any paper jam detection. Do you know what happens when the machine keeps feeding paper into the machine and no paper is coming out. Shit, rips all the studs off the frame of the machine. Took over an 2 hour to get all the paper out and then put new studs and spockets on. When I saw this guy walking down the hall with his original I just wanted to smack him. A month later the same thing happened. This guy was in hideing. He knew he was going to die that day if I saw him.I guess this is not really a customer helping is it.

[Phrag]

Re: Helpful customers

This guy was in hideing. He knew he was going to die that day if I saw him.I guess this is not really a customer helping is it.

At least he was keeping you in a job. =P

[Tonerbomb]

Re: Helpful customers

I love the higher educated customers. Like the engineer back in the analog days of Ricoh with the wet fuser, called for red lines on an anolog BW machine. It needed fuser oil and they were out. So good ol' hydrolic oil will work won't it?? Or the summer secretary at the local university that thought add toner to a Ricoh FT 4060 meant pour fuser oil on the toner hopper........................I can't scan to folder abd the IT guy said.............

P.S. On the other hand I had to move 2 80 ppm machines yesterday, where they get a fork lift ride down to the ground floor. The customer had their remodel contractor get 4 guy's to lift and load for me. I didn't lift a finger!!!!!!!!!!!!!

[slimslob]

Re: Helpful customers

I mentioned Saxon business Products. They had a Estat machine ( For all you young techs estat means coated paper, no drum to put a charge on. The paper had a coating to take the charge. ) Any way the paper was on a big roll that was about 500 feet long. One of the machines had a continuous document feeder. Saxon P-50, or Saxon C-500. So if you had a origianal that was real long it would feed the original in and cut the copy to the right size. Well hell , how long can a original be?? Damn if some Boing engineer didn't tape about 50 originals together end after end. Tryed feeding that through the document feeder. So the copy paper can feed pretty straight for a few feet but starts to squew after a bit. After about 25 feet of paper going through the machine it jams. But these are old machines without any paper jam detection. Do you know what happens when the machine keeps feeding paper into the machine and no paper is coming out. Shit, rips all the studs off the frame of the machine. Took over an 2 hour to get all the paper out and then put new studs and spockets on. When I saw this guy walking down the hall with his original I just wanted to smack him. A month later the same thing happened. This guy was in hideing. He knew he was going to die that day if I saw him.I guess this is not really a customer helping is it.

I had worked on a few P-50. Single copies were easy. To make multicopies, it moved the paper back and forth across the scan glass. After three or four copies the skew really started to build. As for long originals, oil well logs come to mind. Ricoh used to make a roll paper fax with a well log option.

[MR Bill]

Re: Helpful customers

WOW slimslob. You must be a old guy like me. I forgot about the original going back and forth. Anyone that has worked on a Saxon P-50 has got to know what he is doing in this business. Was not easy fixing that equipment back then.