Service Agreement Question??

[Gift]

Re: Service Agreement Question??

I didn't get into the full history with this customer. I have bent over backwards to keep from charging them for a service call. I must have done 5 service calls for networking issues @ no charge and each time I would kindly and gently explain to them that the next one was gonna be chargeable. I would also pull out the service contract and go over it with them and explain the financial drain on our company.

On one of the last calls they reported no connectivity to the printer. I asked them to check if it was plugged into the router/switch and they assured me that it was and nothing had changed.

This is about a 45 minute drive so when I arrived I immediately find that the network cable is unplugged. I showed them and I charged them.

PS - Some of the biggest crooks I've ever met in my life have been at churches.

PSS - The other problem I've had is that they print wirelessly and they only have the cable modem and no access points throughout this HUGE church. I've walked around with them to measure signal strength and they still won't fix it. And they wonder why they can't print in certain parts of the building.

That's a pretty odd community - most churches have "somebody" for IT demands within their followers who is able to help on volunteer basis. On the other hand: Who in the modern world really cares a lot for the church nowadays lol....

[mloudy]

Re: Service Agreement Question??

Again you have to feel them out. A small church will appreciate you taking time to spend an hour educating them. A doctors office wants it fixed and doesn't want to have any type of converstaion. Law firms, title agencies, car dealerships, schools...

You can get a MA on a furnace so I guess that would be a better scenario as Gift mentioned. No heat, I let myslef run out of LP and call a tech who quickly tells me I ran out of LP and sends me a bill. I would excpect a bill and that him coming out to tell me my LP tank was empty would not be covered under my MA.

[bsm2]

Re: Service Agreement Question??

Really network cable unplugged?
What customer unplugs there own network cable?

You probably billed for that also.

Just WOW a great lesson on poor customer service.

[mloudy]

Re: Service Agreement Question??

Running joke in our office "nothing had changed".

Yeah we got a new server yesterday but nothing has changed.

[mloudy]

Re: Service Agreement Question??

Really network cable unplugged?
What customer unplugs there own network cable?

You probably billed for that also.

Just WOW a great lesson on poor customer service.

We had a customer who had a rabbit running around the office. Chewed through the network cable and we get a call they can't print or scan. I guess they could say, Show me in the MA where it says a rabbit chewing the network cable isn't covered when they got the bill. We didn't charge them but if it happened a second time they would certainly get a bill.

I would have billed for an unplugged network cable if we asked them to see if it was unplugged. Likely a half hour charge.

I bet the customer made no attempt to see if the cable was plugged in. He probably told them where and what to look for and they gazed at their FaceBook page and said "Yep, plugged in" knowing someone would come do the work and expected it to be free. I have asked for Asset Tag #'s when taking calls and more than once been told there was none on the mcahine. I tell them in detail where it is and what it looks like and they still tell me there isn't one. I go out and right there it is where I told them it would be. I show them and people have different reactions. Truth is they aren't even looking when I am on the phone with them. They don't care and will put no effort into looking.

[Gift]

Re: Service Agreement Question??

Running joke in our office "nothing had changed".

Yeah we got a new server yesterday but nothing has changed.

I recall a "nothing changed" scenario with packaging material of a new ISP router was still laying around on the floor - people should at least try and cover up the proofs^^

[KenB]

Re: Service Agreement Question??

We had a customer who had a rabbit running around the office. Chewed through the network cable and we get a call they can't print or scan. I guess they could say, Show me in the MA where it says a rabbit chewing the network cable isn't covered when they got the bill. We didn't charge them but if it happened a second time they would certainly get a bill.

I would have billed for an unplugged network cable if we asked them to see if it was unplugged. Likely a half hour charge.

I bet the customer made no attempt to see if the cable was plugged in. He probably told them where and what to look for and they gazed at their FaceBook page and said "Yep, plugged in" knowing someone would come do the work and expected it to be free. I have asked for Asset Tag #'s when taking calls and more than once been told there was none on the mcahine. I tell them in detail where it is and what it looks like and they still tell me there isn't one. I go out and right there it is where I told them it would be. I show them and people have different reactions. Truth is they aren't even looking when I am on the phone with them. They don't care and will put no effort into looking.

I had the same problem with a plumbing supply company whose location was an old house they renovated (somewhat), and the offices were the upstairs bedrooms.

The network closet was a small bedrooom closet.

No print, no ping, nothing.

Mr. Mouse had his way with a few of the network cables.

Since we had only installed the machine about a month earlier, we figured it wiuld be best not to bill them for the trip.

They were warned, though, that feeding the little varmints again would cost them.

[BillyCarpenter]

Re: Service Agreement Question??

To be perfectly honest, I was simply venting when I started this thread because I had just gotten off the phone and was frustrated. I know exactly what I need to do. I just needed to get it off my chest.


The truth is that we're always gonna have problem customers and there have been good suggestions given in this thread but you can throw all that sh!t out the window with some customers.

Thanks for the replys.

[J_Arnold]

Re: Service Agreement Question??

To be perfectly honest, I was simply venting when I started this thread because I had just gotten off the phone and was frustrated. I know exactly what I need to do. I just needed to get it off my chest.


The truth is that we're always gonna have problem customers and there have been good suggestions given in this thread but you can throw all that sh!t out the window with some customers.

Thanks for the replys.

Have you thought about a network contract to offer your customers that only cover copier functionality? Only cover adds, moves and changes, fax, email, printing, apps, and any service provider change as it pertains to your MFP. You could base it on remote service , with a set amount of monthly service calls ( based on size of network and frequency of on-site calls)that if exceeded becomes a charge call. Then when not used you are making something , and when it is used you are making something, one should start evening the other out at some point.

[J_Arnold]

Re: Service Agreement Question??

Really network cable unplugged?
What customer unplugs there own network cable?

You probably billed for that also.

Just WOW a great lesson on poor customer service.

Pointless Drivel. Maybe the cleaning crew unplugged the cable, maybe it was someone needing the port knowing that the patch panel was full ( churches are notorious for their "helpful participants"). Maybe after a set amount of calls Billy doesn't want to continue to drive and feed the customers costly behavior. Maybe you are just bitter and should stick to Rants and Raves..?

[BillyCarpenter]

Re: Service Agreement Question??

Pointless Drivel. Maybe the cleaning crew unplugged the cable, maybe it was someone needing the port knowing that the patch panel was full ( churches are notorious for their "helpful participants"). Maybe after a set amount of calls Billy doesn't want to continue to drive and feed the customers costly behavior. Maybe you are just bitter and should stick to Rants and Raves..?

I haven't thought about it and I'm sure there's an opportunity to offer that in addiction to a standard service agreement but I don't think it's for me. It's interesting, though.

[bsm2]

Re: Service Agreement Question??

Pointless Drivel. Maybe the cleaning crew unplugged the cable, maybe it was someone needing the port knowing that the patch panel was full ( churches are notorious for their "helpful participants"). Maybe after a set amount of calls Billy doesn't want to continue to drive and feed the customers costly behavior. Maybe you are just bitter and should stick to Rants and Raves..?

Congrats on Pointless Drivel post
Maybe your just bitter

[J_Arnold]

Re: Service Agreement Question??

Congrats on Pointless Drivel post
Maybe your just bitter

Thank you. What can I say you inspire greatness. Just look at how far Billy has come in spite of you.

[bsm2]

Re: Service Agreement Question??

Thank you. What can I say you inspire greatness. Just look at how far Billy has come in spite of you.

Thanks for the compliment.

[blackcat4866]

Re: Service Agreement Question??

Have you thought about a network contract to offer your customers that only cover copier functionality? Only cover adds, moves and changes, fax, email, printing, apps, and any service provider change as it pertains to your MFP. You could base it on remote service , with a set amount of monthly service calls ( based on size of network and frequency of on-site calls)that if exceeded becomes a charge call. Then when not used you are making something , and when it is used you are making something, one should start evening the other out at some point.

I like this idea. If you keep good documentation, as time goes by you can adjust the monthly rate based on any number of factors (# of PCs, type of business, etc). Here's a good example: We used to have a real estate customer that was constantly rotating through employees. About every 3 weeks there were 5 new salespeople to setup, and 5 old salespeople to un-setup, printing, email, scan to folder, job accounts, etc. And they ALWAYS expected that to be free.

It's really hard not to burst out laughing when the third person in one day says: " ... no, I don't know my username/password. Can't you just look it up somewhere on the internet?" =^..^=