Hi all,
I have a question that seems to come up frequently and I want to see how everyone else is handling it.
Scenario one: A cusotmer calls in with a print or scan problem. We first refer them to thier IT person. If that person is not able to fix
the problem then we will send out one of our network engineers on a chargeable basis.
Scenario two: An error code leads the tech to format or replace the hard drive. In the process all the scan destinations are deleted. Currently we will send out a
network support person to reconfigure scannaing at no charge to the customer (assuming they are under contract). We have started seeing many dealers charge
for the reconnect. Other industries do this as well. For example: Let's say you have a Dell computer that is covered under warranty and the hard drive fails. Dell
will send out a tech with a new hard drive. The tech installs the drive and shags ass. They do not reinstall windows, restore data etc...They have fulfilled the warranty
by replacing the failed part. Is the copier service contract that much different?
How is everyone else handling these types of things? Do you have contracts that cover networking? Do you just throw it in?
Thanks for the replies. It's something I think about often.
Steve
I have a question that seems to come up frequently and I want to see how everyone else is handling it.
Scenario one: A cusotmer calls in with a print or scan problem. We first refer them to thier IT person. If that person is not able to fix
the problem then we will send out one of our network engineers on a chargeable basis.
Scenario two: An error code leads the tech to format or replace the hard drive. In the process all the scan destinations are deleted. Currently we will send out a
network support person to reconfigure scannaing at no charge to the customer (assuming they are under contract). We have started seeing many dealers charge
for the reconnect. Other industries do this as well. For example: Let's say you have a Dell computer that is covered under warranty and the hard drive fails. Dell
will send out a tech with a new hard drive. The tech installs the drive and shags ass. They do not reinstall windows, restore data etc...They have fulfilled the warranty
by replacing the failed part. Is the copier service contract that much different?
How is everyone else handling these types of things? Do you have contracts that cover networking? Do you just throw it in?
Thanks for the replies. It's something I think about often.
Steve
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