Customer Chargable calls

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  • Kenny
    Senior Tech

    Site Contributor
    500+ Posts
    • Jun 2009
    • 515
    #1

    Customer Chargable calls

    Hi guys .... Just wondered how many calls you end up charging your customers ? So basically customers on service contracts who have caused problems , no physical damage but like labels stuck on transfer belts and using extra thick stock ? what sort of numbers on a weekly monthly basis ? Thanks Dave
    Tags: None
    • blackcat4866
      Master Of The Obvious

      Site Contributor
      10,000+ Posts
      • Jul 2007
      • 22927
      #2
      Re: Customer Chargable calls

      Just a few, here and there. They generally smarten up pretty quick when the bill arrives.

      I'll usually give the free warning first: " If you do this again it will cost you, regardless of service contract. ... "
      The latest managed to chip four Kyocera drums in 3 weeks. It probably doesn't have anything to do with the cheap labels ...

      =^..^=
      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 =^..^=

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        • Kenny
          Senior Tech

          Site Contributor
          500+ Posts
          • Jun 2009
          • 515
          #3
          Re: Customer Chargable calls

          yeah we give them a couple of warnings first, suppose it depends on the customer, we seem to have 2 or 3 a week ? 600-700 machines....its difficult to prove sometimes

            Comment

            • rthonpm
              Field Supervisor

              2,500+ Posts
              • Aug 2007
              • 2847
              #4
              Re: Customer Chargable calls

              For me, most of my customers are time and materials anyway since I don't have the numbers to do full on contracts. For the few contract customers I do have, it's a judgement call. If they've been a good customer and followed advice on use I'll give them a little more slack over a customer that just does what they want however they want. Techs generally know their customers best and know whether it's from new employees or overall carelessness.

              In the past year and a half, I think I've only had two instances of charging for breaking equipment: a printer that a user tried using inkjet stock on trashing the fuser, and a PC that the user installed some pirated software on even after telling them that wasn't either legal, or covered under their agreement.

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