Are you charging for network reconnects?

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  • elsteef
    Technician
    • Apr 2009
    • 17

    #1

    Are you charging for network reconnects?

    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
  • ZOOTECH
    Senior member of CRS

    Site Contributor
    2,500+ Posts
    • Jul 2007
    • 3375

    #2
    Re: Are you charging for network reconnects?

    We have a separate contract for 'connectivity', which will cover most things not machine related. If they don't get this agreement, than if it's not a machine problem they are charged for a networking/connectivity call.
    "You can't trust your eyes, if your mind is out of focus" --

    Comment

    • KenB
      Geek Extraordinaire

      2,500+ Posts
      • Dec 2007
      • 3944

      #3
      Re: Are you charging for network reconnects?

      We (try to) train our customer key ops to back up their copier address books at time of installation, and to do it each time they make changes.

      They need to understand that the copier is a computer, just like theirs, and needs to be backed up from time to time.

      We also document all network settings so that they can easily be restored, not if, but rather when disaster strikes.

      Obviously, these precautions don't always happen, but it's something that we're striving for.

      BTW, Dell actually does reinstall the original OS when they replace a hard drive, but anything beyond that is up to you.
      “I think you should treat good friends like a fine wine. That’s why I keep mine locked up in the basement.” - Tim Hawkins

      Comment

      • slimslob
        Retired

        Site Contributor
        25,000+ Posts
        • May 2013
        • 37365

        #4
        Re: Are you charging for network reconnects?

        If the customer does not have an IT support contract with us, we charge for net support.

        We try to train the customer on how to manage their own address books with Web Image Monitor. This includes how to backup the address book. This way is if the HDD crashes and the address book is unrecoverable, they can restore from the last backup. This also provides a means for customers with multiple MFP's with compatible address book formats and want all to have the same initial address book to create the address book on one machine and then copy it to the other machines.

        Before formatting the HDD, I check to see if the address book is still accessible. I can then download the address book to a SD card and upload it back when the HDD problem is corrected.

        Comment

        • elsteef
          Technician
          • Apr 2009
          • 17

          #5
          Re: Are you charging for network reconnects?

          Thanks for the replies. It's always good to see things from a fresh perspective.

          @ KenB- The client I was doing IT work for must have had a rogue Dell tech. I have since started having parts shipped to the client and I do the install.

          @ Zootech- do you charge a flat fee for your connectivity contracts or are you charging a slight increase in the "click" rate to cover it?

          Steve

          Comment

          • ZOOTECH
            Senior member of CRS

            Site Contributor
            2,500+ Posts
            • Jul 2007
            • 3375

            #6
            Re: Are you charging for network reconnects?

            Originally posted by elsteef
            Thanks for the replies. It's always good to see things from a fresh perspective.
            @ Zootech- do you charge a flat fee for your connectivity contracts or are you charging a slight increase in the "click" rate to cover it?

            Steve
            I believe it is a flat rate, but I not positive; some accounts abuse the contract with multiple BS calls and others may not use it at all - it has been pretty much a 'wash' in that regards. Without the contract, the COD charges add up quickly though.
            "You can't trust your eyes, if your mind is out of focus" --

            Comment

            • copiman
              Technician

              500+ Posts
              • Sep 2011
              • 861

              #7
              Re: Are you charging for network reconnects?

              First of all we are s small company. We deal with small to medium size companies. We support our customers with some IT support. Like their IP scheme changed due to a new ISP, we will reconfigure for them. We support printing and scanning issues. We do these at no charge if they have a maintenance agreement. By the way, the maintenance agreement is standard rate for copier, no additional for other support. Most of the companies in our area will charge the customer if it is not the copier that has the issue and I understand that. We on the other hand need as much business as we can get so we try to provide things that others won't. How long will this last? I don't know. In some cases we have had to tell the customer they need to contact their IT department or whoever supports their PCs and network. We have partnered with an IT networking company to refer the customer to if they do not have anyone. You have to define the line where your support stops and the customers responsibility starts

              I will say though, based on what I see out there, charging for IT support sure would increase revenue.

              Comment

              • elsteef
                Technician
                • Apr 2009
                • 17

                #8
                Re: Are you charging for network reconnects?

                We too use flat rate "connectivity" contracts. We have some accounts where we lose our butts and others that may call once a year. Just like any other All You Can Eat contracts, you win some and lose some. As long as a profit is made at the end of the year.....

                Our service technicians do know how to do basic networking. It's just with the ever decreasing service revenues and competitive deals driving down the cost per copy, we are trying to more clearly define what will and will not be covered under their contract. Especially when the companies that are pitching the lower service pricing are not including networking. They are often up charging for toner delivery, OEM toners etc (but that's a whole different topic).

                Up until recently we have been of the mindset "if a failure of the copier is causing network problems then we will cover those problems under the copier contract".
                Now it seems like the majority of dealers I speak with (upward of 75%) are saying the maintenance agreement stops at the wall. As long as the equipment functions to manufacturer specs and the tech can print and scan using their laptop directly connected to the Ethernet port of the copier then our responsibility stops.

                Thanks again for everyone's input
                Steve

                Comment

                • emujo
                  Field Supervisor

                  2,500+ Posts
                  • Jun 2009
                  • 3009

                  #9
                  Re: Are you charging for network reconnects?

                  Originally posted by elsteef


                  Up until recently we have been of the mindset "if a failure of the copier is causing network problems then we will cover those problems under the copier contract".
                  Now it seems like the majority of dealers I speak with (upward of 75%) are saying the maintenance agreement stops at the wall.
                  Although I agree with this, and push sales and service to enforce it, you (as the servicing company) can't just say "not my problem" and walk out. You must have someone who can (at an hourly or flat rate) walk in and resolve the problem with or without the customers IT staff. Most customers are willing to pay for the help once you can show them the problem IS on their end. I can guaranty if you don't resolve the issue another company will be in there with a new MFP quite quickly. And I know from experience that many failures look like customer side issues to the untrained, or less experienced tech, but turn out to be hardware related (soft switch setting, firmware fixes etc..). Driver updates, patches, firmware updates should all be part of MFP maintenance. And I think you should use some common sense to divide where maintenance ends and billing starts. Customer can't print from one workstation---problem was wrong password for authentication--billable? Yes. Do you charge? Of course not. Nobody can scan to email--problem--change of email provider--Billable? yes. Do you charge? I would. Can't scan back to network folder--error code is associated with a firmware update and update resolves the issue. Billable? No. Problem was IT admin changed login users password Billable? Yes Charge? Yes. Just my 2 (or 10) cents. Emujo
                  If 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

                  • elsteef
                    Technician
                    • Apr 2009
                    • 17

                    #10
                    Re: Are you charging for network reconnects?

                    Thanks for the reply Emujo. I totally agree with you. I didn't mean to imply that once we ascertain that the copier is not the problem we just walk away leaving our client to figure out what to do next. We have a separate Professional Services department that will be engaged on anything beyond what our technicians can or should handle. There is always someone that will help them with their IT problems and that someone may just be another copier dealer turned IT provider.

                    I'm a big proponent of keeping the firmware up to date. I've found that it often fixes problems not listed in the "read-me" files.

                    I was just looking for ways other dealers handle these specific scenarios without getting too mired in the details.

                    Thanks again!

                    Steve

                    Comment

                    • Ctl-Alt-Del
                      Trusted Tech

                      Site Contributor
                      250+ Posts
                      • Jul 2006
                      • 430

                      #11
                      Re: Are you charging for network reconnects?

                      If there was a problem with the MFP like a HDD failure or bad board that required a network tech to assist with the reconnect then it's covered, other than that, all network support more than a 10-15 minute phone call is billable. The service contract covers the machine, not the network. We do offer discounted block-of-time network support contracts and have been looking into some flat-rate network support programs but our sales reps are too lazy/stupid to sell them so who knows what will happen there.

                      Comment

                      • nmfaxman
                        Service Manager

                        Site Contributor
                        1,000+ Posts
                        • Feb 2008
                        • 1702

                        #12
                        Re: Are you charging for network reconnects?

                        I charge a per click extra for network support.
                        I make more money in the long run for simple things like reloading print drivers.

                        The networking usually lasts longer than the copier as far as service calls and I get paid a little each month.

                        If their contract doesn't cover network, I do charge if I have to make a special trip.
                        Why do they call it common sense?

                        If it were common, wouldn't everyone have it?

                        Comment

                        • wizardjimmy
                          Technician
                          • Feb 2009
                          • 39

                          #13
                          Our company charge flat rate per trip for connectivity issue if its the fault lies at their end. No charges are made if the problem solved over the phone or the problem occurs due to our own tech messed it up.
                          Customer: "Can you show how to print color in a black and white machine?" O.o

                          Comment

                          • logrady2331
                            Trusted Tech

                            250+ Posts
                            • Feb 2011
                            • 301

                            #14
                            Re: Are you charging for network reconnects?

                            A simple formula to charge or not charge: Machine problem (failed HDD, controller, etc.) our problem and no charge. Customer issue: Chargeable - end of story.

                            Comment

                            • ApeosMan
                              Trusted Tech

                              Site Contributor
                              100+ Posts
                              • Nov 2009
                              • 183

                              #15
                              Re: Are you charging for network reconnects?

                              Originally posted by logrady2331
                              A simple formula to charge or not charge: Machine problem (failed HDD, controller, etc.) our problem and no charge. Customer issue: Chargeable - end of story.
                              Amen to that. We usually get the customer to sign a document on-site or e-mailed/faxed directly to them before work is commenced on a network related issue.
                              The document states that if the issue is their fault they have to pay the agreed cost, even if we can't resolve it they still have to pay for the time we've spent out there to look into an issue that isn't the MFPs fault.
                              For any network or computer related issue the customer should speak to their I.T. rep before they contact the MFP company. All businesses should have some form of I.T. person they can turn to, they shouldn't be turning to the MFP company for I.T. support when it's not on offer.
                              Last edited by ApeosMan; 01-05-2014, 03:26 AM.

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