Seem to be trouble shooting IT work for free.

[blsquires]

Re: Seem to be trouble shooting IT work for free.

we began to get swamped with cannot print, cannot scan to email, cannot scan to folder etc etc.IT was working out at 2-3 hrs per IT call .all for nothing

we now talk to them over the phone and if it needs a call we tell them it is $160 per hour and we email or fax them an agreement that they have to sign before we go out.it has cut the number of IT calls and we get paid for any we go out to.

[draph]

Re: Seem to be trouble shooting IT work for free.

All of my sales orders state clearly that installation only includes connection to cat 5 wall port. Everything beyond that is the customers responsibility. I'm always careful to spell this out at the time of sale and the customer always says something like that makes sense.

If their IT people can't do it I'm happy to at an hourly rate.

[emujo]

Re: Seem to be trouble shooting IT work for free.

We are in the same boat, but I can understand the customers point of view, the MFP wont scan, must be a problem with the copier...What's the solution? At least 2 fronts, the techs must be competent enough to diagnose and rule out a problem with the MFP (you changed something on your network that caused the MFP to stop printing/scanning is not an MFP problem), and the sales people must be up front and honest with their customers as to what is considered "maintenance". Just because it's a "big" account and you don't want to ruffle any feathers is not my problem. We even offer unlimited phone support for a low per copier/month charge. I ask the sales person, do they have a support contract and the usual answer is "no, we didn't want to lose the bid over the 10 bucks per month". Once I can print/scan back to my laptop with the MFP off the network it becomes billable. One of my favorites is "can't scan to email" and they are using some 3rd party hosted mail system...sure I can help, but the charge meter starts now....Emujo

[krm]

Re: Seem to be trouble shooting IT work for free.

We ended up creating another business out of it, we include the initial set up for all functions. When they call for support we refer them to out I.T. dept if they don't have one, and suggest block time for network support. They of course dont purchase it until the "computer guy" knocks it off the network so its useless as a MFP and they get a 300.00 bill. Its amazing what people think is included in a copier purchase these days.

I'm considering the same thing. Adding an IT services to my hardware business. My guys know this stuff and can make $ at it. My question: What are the liabilities? Do you need more insurance? Waivers signed?

[Jules Winfield]

Re: Seem to be trouble shooting IT work for free.

I can't believe all the belly achin' I'm hearing. A little extra IT work isn't a big deal. In fact, I usually do a lot more than just copier and IT work for my customers. For example, I keep coffee filters and coffee in my trunk just in case the customer's coffee maker isn't working or they're too busy to brew some. I also keep pipe wrenches and a plunger handy in case someone clogs up the toilet while I'm there. Baby wipes are also in my tool bag for those extra special customers who are too busy or feel it's beneath them to wipe their own ass. This is a tough economy, guys. You have to go the extra mile sometimes (or the extra kilometer for some of you).

[DAG COPIERS & COMPUTERS]

Re: Seem to be trouble shooting IT work for free.

I can't believe all the belly achin' I'm hearing. A little extra IT work isn't a big deal. In fact, I usually do a lot more than just copier and IT work for my customers. For example, I keep coffee filters and coffee in my trunk just in case the customer's coffee maker isn't working or they're too busy to brew some. I also keep pipe wrenches and a plunger handy in case someone clogs up the toilet while I'm there. Baby wipes are also in my tool bag for those extra special customers who are too busy or feel it's beneath them to wipe their own ass. This is a tough economy, guys. You have to go the extra mile sometimes (or the extra kilometer for some of you).

You have used very good 'figures of speech' to describe how one can survive and keep the customers in this tough economy. Well done JW.

[anothertech]

Re: Seem to be trouble shooting IT work for free.

Ok, I might wipe their arse, but I ain't makin um coffee! That's just goin too far dude.

[NeoMatrix]

Re: Seem to be trouble shooting IT work for free.

Great knowledge base of information here everyone. I empathize greatly with all threads. A percentage of customers will see a Christmas tree an assume automatically that Santaclause,the reindeer an all the elves are included in the Christmas present, and will become p!ssed off that the idea of santaclauses bag of goodies comes to an end. Sad in some respects...

[NeoMatrix]

Re: Seem to be trouble shooting IT work for free.

I can't believe all the belly achin' I'm hearing. A little extra IT work isn't a big deal. In.

Jules the like button is missing. You also missed the tampoons and condoms in your text. I have those in my survival kit as well...