credit for bad copies

[pbbsinc]

does anybody have a set policy on issuing copy credits? I have always taken the position that we don't. Whenever a customer has hit us up for this, I've gone through all the reasons. As you can imagine, I get into pissing matches with my sales reps, who just want the customers to be happy so they can sell them another copier. While I too want their repeat business, I envision hours of admin work & daily calls (based on heresay) for credits on each service call we do.

I'd sincerely appreciate some insight on how you guys handle this.

Thanks..jay

[yakyitz]

credit for bad copies

We do not either give credit for bad copies except for one customer (a real pain) who actually keeps all his bad copies in a box next to his machine

[RSCA]

I have alway been of the opinion that if the copies are bad they shouldn't be making them. This, as well as test copies, is all part of operating the equipment.

[10871087]

We have it as a specific item in our service contract terms and conditions that we do not credit for test pages or bad copies. If someone really, really, really, pitches a fit we will drop a ream of paper or two to shut them up, I mean, make them happy.

[northerntech]

there are variables to think about....what is price of losing a customer. Now if they are talking about a few test copies or they had an quality issue and ran the run anyways.. for the few who question it keep track of the copies on the log and give them a yearly credit, or give them a package of paper(from the sale dept. of course) it is endless the possabilities in the end we have to keep the balance of a happy customer, happy salesperson and happy admin, we should get paid more as techs my $o.o2 worth.....

[wagon]

We have it as a specific item in our service contract terms and conditions that we do not credit for test pages or bad copies. If someone really, really, really, pitches a fit we will drop a ream of paper or two to shut them up, I mean, make them happy.

x2. Another one, if the customer is carrying on about the 100 copies of a test chart you just did, offer to give them $2 to pay for it. Shuts them up real quick (embarrasses them) and they usually never ask again.

[Bill T.]

About a month ago I had a customer who started a 1200 copy job two sided, hit print and left the office, well ofcourse the cleaning unit failed and started dumping toner on the copies. They wanted a FULL credit. To make a long story short- they got two reams of paper and a copy of there contract with the highlighted paragraph.

[copyman20]

Had a customer one time did not want me to use their paper for testing. I bought in my own ream of paper to do testing. After running 50 test copies, I let him know that the machine is now working. He asked me if I could let him have what was left in my ream of paper.

[Jimbo1]

I recently had a customer pull paper out of their recycle bin to make test copies with. Had reams sittin all over but none for me.

[Claudio]

If the customer insists on credit for bad prints, then be sure to charge them for travel time and labor for all customer related errors which caused you to have to do an unneccassay service call.

[blackcat4866]

For the truly whiney ones, yes, we'll credit bad or jammed copies. There are a few qualifications though:

They must produce the actual pages, and have counts. I'll eyeball the pile to verify the count.

Anything more than 25 of the same image cannot be counted. What kind of a genius continues to copy hundreds of pages hoping they'll get better?

It's just not worth the arguments for $5 or less. =^..^=

[fixthecopier]

I have never had this come up but if it did I would do whatever to make them happy. In the long run it is what is best for business.

[pbbsinc]

thanks

Thanks a bunch for the replies. Most soound like what I've been saying for years, & the others make very good points as well.

I appreciate each & all....jay