I am getting tired of people who think just because they have a service contract on the printer\copier that we are there to service their network and provide technical help.It is bad enough that you have to cut the cost of the copier and service rate to get the bushiness! Now people want more for free.
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Re: Getting tired.
Alas it's the nature of the business. We've been held responsible for the carpet under the copier, the wall behind the copier, the AC wall power, the fax phone line, and the network. Sometimes all you can do is wait then out. "Hmmm. That VOIP line still doesn't seem to be working very well. It's just too bad that you don't have an analog phone line. They work a lot better." =^..^=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 =^..^= -
Re: Getting tired.
it is written in our contracts and proposals that we (at the time of install) will setup 3 computers to print and scan to SMB if needed.
after that its a hundred something an hour for additional computers or other network/PC configuring.
the nice way to remind them is if asked to do something outside the initial setup i say "while im sure it would be nice if this service was part of your contract, unfortunately it is not. what i can offer you is a discounted rate to fix your XXXXX, would you be interested in that or do you want to consult your IT person first?"
a choice between two yes's instead of a no. very Dale Carnegie.We know a thing or two because we've seen a thing or two.
The medication helps though...Comment
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Re: Getting tired.
That is like being caught between a rock and a hard place. If you refer to contract when the issue comes up, then in the back of your mind, non-renewal or other negative thoughts are imagined. The managers of a copier company have a tough job, the techs job is to put out the fire, while the managers are to secure and win new contracts. How they [managers] handle things like what your post are referring to and the tough decisions are not easy. Sometimes you have to compromise, especially if the clients are large size and so the screws get tighten on the tech side.THE ONLY THING FOR EVIL TO TRIUMPH IS FOR GOOD MEN TO DO NOTHING..........edmund burkeComment
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Re: Getting tired.
We do try to help to a certain extent but the minute you touch their network you are and can be blamed for everything( not that they dont do it anyway like the other post said).Sometimes it just best to avoid it if they can get IT(if they have any) to look at any problems.Comment
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Re: Getting tired.
Life and times of the humble Tech...
Dale Carnagie said it would win us friends.
Napoleon Hill said it would make us rich.
Why then are we surround by people in need who don't make us rich...
May be Dale should have a long talk with Napoleon....
Together they might come up with a new book.....Last edited by NeoMatrix; 09-12-2016, 12:25 AM.Inauguration to the "AI cancel-culture" fraternity 1997...
•••••• •••[§]• |N | € | o | M | Δ | t | π | ¡ | x | •[§]••• ••••••Comment
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Re: Getting tired.
Yep, we are caught in the middle. I also refer them to their IT or we will charge them for services not covered under the contract. If it is a quick and easy 5 minute fix, then i will sometimes make an exception.
it is a very cutthroat business....Comment
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Re: Getting tired.
Dealing with one of these myself..Customer ran an internal security scan..Seems like the copiers have a lot of ports that they now want closed. Get a call from them..Please have tech come out and "secure MFP". I sent then our white paper on product security, and they say sounds great, when can you make this happen. I say as soon as you agree to the 200/hr time and materials. "But we have a maintenance contract". You are correct sir, and as soon as you can point out to me exactly where the MFP has malfunctioned I will be all over it. EmujoIf you don't see your question answered in the forum, please don't think it's OK to PM me for a personal reply...I do not give out firmware and/or manuals.Comment
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Re: Getting tired.
If they are "all over it" then let the little security b!tches who ran their little "security scan" host their own little "Black Hat" conference and try to "exploit" the "open" ports on the MFP!...I have a feeling they will sheepishly bow out and decline!...they don't have time to waste on useless BS!...and neither do you!
REACH FOR THE STARS!!!
Konica Minolta Planetariums!
https://www.konicaminolta.com/planet...gma/index.htmlComment
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Re: Getting tired.
I think part of the problem is the customer doesn't really know or care about who's responsible for what. They see their mfp is not scanning to email it must be a mfp problem, not understanding it's a network issue most likely. We also can get into a tug of war of sorts with customers IT when trying to solve a network problem. When IT departments get lazy and don't want to deal with mfp connectivity problems they will use an out and say "its the machine".Comment
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Re: Getting tired.
Yep. Almost every call I do includes some other IT work, usually teaching users how to use Windows because they haven't bothered to google a simple problem.
I usually don't mind helping with non-copier problems if I'm confident that I can solve the problem within the first hour (assuming the copier problem was fixed in less than an hour) otherwise I tell my clients that I need to bill if I'm helping with network/PC issues on a service contract call, or if the call goes over the first hour because I'm spending time on anything but the copier. I do it in a way that they understand I am just the tech doing my job - Personal favours are not an option. It's not my business. I have timesheets and logs to complete and I will receive warnings or payment-deductions if I'm doing work for free in violation of our protocols.
I don't go fix a machine at a business and "while I'm here" ask them for favours. Why do they expect favours from me?
Just yesterday I had to draw the line. A lady asked me "Do you know anything about bluetooth?" - "Uh, what exactly do you want to know about bluetooth?" - She had just got a new phone, and didn't know how to connect it to her cars bluetooth for the hands-free thing. Seriously? It's not even business related. RTFM or ask the car/phone agent to help.Comment
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Re: Getting tired.
I have the same problem ....and a lot of "while you where here" problems.If i can solve it in less than an half hour, then i try to help our customers.But often they think the machine is the problem, they say only "MFP doesn't scan anymore ".....nothing else, of course they didn't change or touched nothing( they say)...
But if i have a look on the computers i found that they did an update from Windows 7 to windows10.......but of course the machine is faulty.....
in my company we make the first installation of 3 computers for free, and after that .....payment!!!Memento Audere SemperComment
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Re: Getting tired.
[QUOTE=qbert69;531877]If they are "all over it" then let the little security b!tches who ran their little "security scan" host their own little "Black Hat" conference and try to "exploit" the "open" ports on the MFP!...I have a feeling they will sheepishly bow out and decline!...they don't have time to waste on useless BS!...and neither do you!
I run into the same thing. This is how i handle it. If they are a really good customer and they are not demanding i tell them if they can wait until i am in that area i will do it for free and its not a real big time sucker. if not i tell them i going to charge them and they pay or get there IT to fix the issue. Good Luck but i do get tired of it to. Also dead phone lines with fax issues.Comment
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