What's the most whack customer description???

[Ollie1981]

Re: What's the most whack customer description???

Went to a call yesterdat , 100 mile round trip , fault stated as network card faulty . Arrived and no lights on nic card , plugged into different ethernet port and presto it worked . Their I T guy had spent over 2 hours and decided it was the copier at fault . Took less then 5 minutes .

I got one just a couple of days ago on a customer with a hardware only contract (i.e if it ain't a problem with the box, then they have to pay up) that had one of those fault descriptions that gave the impression that the call taker had been given a hard time by the customer:-

Fault:- Machine will only print or scan first thing in the morning then REFUSES to work for the rest of the day. Customer INSISTS that this is definitely a problem with the photocopier, they have had their I.T engineer out and he has told them to get an engineer out to check the copier network card as he thinks it is faulty. Customer INSISTS that this is a hardware problem and they are not to be charged for the callout......blah blah.

So in I walk to the usual fanfare of irate moaning about just how much inconvenience this has caused, they are a business that needs this machine to be reliable ...... blah blah. Immediately I see a message on the screen to the effect of

Error ###### The IPv4 address is already in use, please check settings


So I speak to the I.T guy..... he argues with me. So I power down the copier and ping it's I.P address from one of the end user's P.Cs and get a response. So I tell him he has an IP address conflict, ask if giving the copier a new address much further up the range is ok. He agrees, I reset the IP address and change the port setting on the three end user PCs and everyone can now print.

Everyone is momentarily happy........ until I get out the chargeable form.

[blackcat4866]

Re: What's the most whack customer description???

Funny!
I had a similar one.

I'm setting up a new KM-300i, and ask IT for an address. After unsuccessfully trying to print for 1/2 hour I plug in my laptop to the network. (IT is on the phone, somewhere else.)

I can't print from my laptop either. So I disconnect the cable from the MFP, and ping, and what do you know-I get a response to my ping. NetScan gets me the Mac address of the PC. I suggest that the address is already in use, but he insists NO. That is an available address.

I explain the ping, explain the NetScan. He continues to insist that the address is available. I suggest that he humor a stupid copier tech, and try this specific address (not in use per NetScan).

What do you know. It starts to print. Hmmm ...
=^..^=

[Jimbo1]

Re: What's the most whack customer description???

Funny!
I had a similar one.

I'm setting up a new KM-300i, and ask IT for an address. After unsuccessfully trying to print for 1/2 hour I plug in my laptop to the network. (IT is on the phone, somewhere else.)

I can't print from my laptop either. So I disconnect the cable from the MFP, and ping, and what do you know-I get a response to my ping. NetScan gets me the Mac address of the PC. I suggest that the address is already in use, but he insists NO. That is an available address.

I explain the ping, explain the NetScan. He continues to insist that the address is available. I suggest that he humor a stupid copier tech, and try this specific address (not in use per NetScan).

What do you know. It starts to print. Hmmm ...
=^..^=

I agree completely but I am careful because I started a thread once about IT and hurt some feelings here. I just had an episode yesterday where customer changed their IT/Phone company who changed some things but by golly it was our fault they couldn't fax forward anymore....till I proved it wasn't.

Almost got fired over BS like that once.

[Akitu]

Re: What's the most whack customer description???

Funny!
I had a similar one.

I'm setting up a new KM-300i, and ask IT for an address. After unsuccessfully trying to print for 1/2 hour I plug in my laptop to the network. (IT is on the phone, somewhere else.)

I can't print from my laptop either. So I disconnect the cable from the MFP, and ping, and what do you know-I get a response to my ping. NetScan gets me the Mac address of the PC. I suggest that the address is already in use, but he insists NO. That is an available address.

I explain the ping, explain the NetScan. He continues to insist that the address is available. I suggest that he humor a stupid copier tech, and try this specific address (not in use per NetScan).

What do you know. It starts to print. Hmmm ...
=^..^=

How humble of you to leave it at that. :P

It's amazing how they seem to know everything, yet can never figure out why it doesn't work...

[kingarthur]

Re: What's the most whack customer description???

Had a Biz 421 last week that wouldn't scan, IT had spent a couple of hours trying to sort it, apparently there 3 of them, they replaced the network cable did all sorts, still couldn't get it to work....i went up to the m/c & said to the receptionist, do you want to look clever & the IT people stupid....told her where the on/off switch was inside the door....less than a couple of minutes later...she phoned them & told them she'd fixed it....but didn't tell them how...lol

[blackcat4866]

Re: What's the most whack customer description???

It's amazing how they seem to know everything, yet can never figure out why it doesn't work...

What's gets me is when they choose to defend a totally wrong position, and I have to gently prod them in the right direction, without offending them. It certainly does no good to call names, true or otherwise. I have no problem accepting the role as the simpleton, making seemingly stupid suggestions ... that happen to work. =^..^=

[Ollie1981]

Re: What's the most whack customer description???

I agree completely but I am careful because I started a thread once about IT and hurt some feelings here. I just had an episode yesterday where customer changed their IT/Phone company who changed some things but by golly it was our fault they couldn't fax forward anymore....till I proved it wasn't.

Almost got fired over BS like that once.

I feel your pain there buddy, I had a callout a while back for a "Won't scan anymore" issue which I had ascertained within 30 minutes was a port blocking issue to do with a new router the customer was using that they had been sent by their new ISP.

It worked perfectly with the old router ...... but it was still the copier

I got a switch (my own personal property, not company issue) out of the van and connected the copier, router and PC as spurs off the switch. It now worked perfectly ...... but in this guy's mind it was still the copier

When I disconnected my switch (having proved the issue to him and demonstrated the solution) he started to get quite irate with me, I suggested that he could purchase the switch from me at cost price and he started with four letter abuse. At that point I left.

He complained of course, I got into a spot of trouble ... not for what this guy was complaining about but for not charging him for the callout.

[Lagonda]

Re: What's the most whack customer description???

Getting the thread back on track..........

Customer just rang in to say there was afterbirth in the reciever tray along with the copy!
Turns out that the press roller was starting to self destruct and bits of orange rubber were going out with the copies.

[aodtech]

Re: What's the most whack customer description???

Hairy copies! This was a few years ago on a Copystar CS-2221. Too much toner coming out, more than could be fused. It stuck to the heat roller was pulled like a taffy making it stringy.

[jonezy999]

Re: What's the most whack customer description???

I agree completely but I am careful because I started a thread once about IT and hurt some feelings here. I just had an episode yesterday where customer changed their IT/Phone company who changed some things but by golly it was our fault they couldn't fax forward anymore....till I proved it wasn't.

Almost got fired over BS like that once.

Similar thing happened to me a few weeks back. Customer calls from 400kms away saying their scan to email isn't working. Talked them through the usual, got a reply from a ping, can access WIM (its a Ricoh) and can still print. So I ask the question, "has anything been changed on your network?" The answer was of course "NO, except we had to put in a new hub." I ask the customer to have their IT check the email setting (since they set the scan to email up in the first place), only to be told matter of factly that IT has checked and is certain its a hardware fault. Explaining to the customer if I have to drive the 800km round trip and discover missing settings, they will have one hell of a travel charge, but they insist it is a machine fault, so next day I'm on the road. 4 hours later reach my destination only to find no DNS server information. Funny emails weren't working. Called customers IT (who, get this, charges by the minute) and explain what I have found. He then explains that he had checked all of that before. So I allow him to remote access the PC while I watch him fumble around WIM for 5 minutes before he can even find where to enter DNS setting!!!! WTF dude? Already checked that my arse!!!

[Lagonda]

Re: What's the most whack customer description???

I am careful because I started a thread once about IT and hurt some feelings .

How could you? They are not human, they have no feelings!

[gregoriojc]

Re: What's the most whack customer description???

"Your Machine not good take out from here or i will throw in the window"
Reaching customer place found out the the ac plug is out

[blackcat4866]

Re: What's the most whack customer description???

"Your machine not good take out from here or i will throw in the window"...

"Sounds like fun. Can I help?" =^..^=

[gregoriojc]

Re: What's the most whack customer description???

no need customer will do just watch and listen a big bang from 7th floor machine hitting the ground

[Akitu]

Re: What's the most whack customer description???

What's gets me is when they choose to defend a totally wrong position, and I have to gently prod them in the right direction, without offending them. It certainly does no good to call names, true or otherwise. I have no problem accepting the role as the simpleton, making seemingly stupid suggestions ... that happen to work. =^..^=

It's the times when "gently prod" is the appropriate term that are the worst. Gotta step on all the egg shells, can't say this, no sir, yes sir, try this... As long as everyone's happy in the end.
These are the teachings of Copyfucius.