Jobs where there isn't a cute receptionist
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Re: SERVICE CALLS FROM HELL
I was cleaning the optics on a machine in the office of a manufacturing plant, and had lain the platen glass flat on an empty table near the machine. A lady came into the office from the manufacturing floor and stapled a big stack of documents together right in the middle of the glass with a manual stapler. Then she smiled at me and went back out to the "floor".
The glass didn't break, still, I almost had to change my underwear when I heard the stapler sound.
Since then, if I have to take the platen glass off a machine, I hide it.
The lady could have been a double for Carla from the TV show "Cheers".Comment
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Re: SERVICE CALLS FROM HELL
I had a billable call on a tabletop Canon. I had the machine torn down on the table next to the machine. The secretary walked by, knocking the developing unit on the floor, and busting off the mounting ears. I did what I could ... but couldn't fix the developing unit. It added $300 to the service call and downed the machine for 2 days. She made a huge fuss as expected. I had to point out that she had knocked the unit on the floor, causing the damage. This would have been one of those times when it would be great to be able to lie effectively. I never could manage that well. =^..^=If you'd like a serious answer to your request:
1) demonstrate that you've read the manual
2) demonstrate that you made some attempt to fix it.
3) if you're going to ask about jams include the jam code.
4) if you're going to ask about an error code include the error code.
5) You are the person onsite. Only you can make observations.
blackcat: Master Of The Obvious =^..^=Comment
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Re: SERVICE CALLS FROM HELL
Unfortnuately for most customers, correlation = causation. Or something.
Fix an issue they are annoyed about, and annoyed at how long it'll take etc etc, and something completely unrelated pops up very shortly after. Its either you didn't fix it or you broke it.
Not the re-manufactured toner, or the slamming paper trays shut with your boot, or spilt coffee on the platen glass. It's the tech's fault.Comment
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"But we've always used this stuff." "We've always done it that way."
Maybe so, but that doesn't change the fact that torn, damaged paper isn't a supported paper type.Comment
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Re: SERVICE CALLS FROM HELL
Not my call, but from elsewhere in the company. Customer had problems with a 6201 jamming in the doc feed consistently. I was tagging along one of the first calls to this location. We broke down the DF, reassembled and tested. Managed to get over 200 pages through the DF without issue.
I had to leave, but to my (greenhorn) knowledge it was fixed. Calls kept coming in, and eventually the other tech asks the customer to show him what exactly they do when the jams occur. Customer proceeds to print heavy fill picture through an HP printer - using glossy inkjet paper - and then take that page straight to the doc feed of the 6201. She was surprised to find out that she couldn't do that... Other tech broke his nose smashing his palm into his face so hard1
1Dramatization, please do not try this at home.Cthulhu for president! Why settle for the lesser evil?Comment
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Re: SERVICE CALLS FROM HELL
You don't have to travel too far to meet appalling customers, just one floor up to Admin is as far as I needed to go. I went upstairs to sort out a C/Q problem with a small printer and all I got was heaps of personal abuse and a lot of sarcastic questioning about my technical abilities. And when I finished did I get a hint of thanks? Ha!! No wonder most of those women are divorced, I'm surprised their husbands didn't strangle them!At least 50% of IT is a solution looking for a problem.Comment
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Re: SERVICE CALLS FROM HELL
I had similar experience back when I was new. Went out to the customers machine in a warehouse receiving office, the fricking lady in there started screaming at me over the doc feed not working! Well it won't work with a paper clip stuck in it, so I cleaned it out, worked fine. Then she yells at me because she can't print! I reboot the machine, did not work. I told her to call their IT people and left with her huffing and puffing. I checked back in later with a different person and printing was working ok. That was one of the rudest people I've ever dealt with, well she simply had a bad attitude and she did not last long at that company.Comment
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