Service call checklist

[BillyCarpenter]

I'm training a new tech and he's getting there. I'm creating a checklist for him to follow and I would love to get some feedback and/or suggestions. Here's what I have so far.


- Talk to the customer to verify the reported problem. Ask if any other problems exist. Ask any questions that are relevant to a problem. (example: printing on cardstock?).

- At arrival print U000/All (bring back to shop)

- Check counters for supplies: (DR, DV, TB, FUSER, CHARGE ROLLERS, TRANS. ROLLER, P.F. ROLLERS). Clean/replace as needed.

- CHECK JAM COUNTERS. Investigate/correct. (reset)

- Make machine reproduce problem if possible. (if it will pass paper). Fix.

- Test all features/options to uncover any other problems. Fix.

- Clean optics, tires, rollers, ect.

- Test machine to make sure problem is fixed.

- Print U000/All (Bring before and after back to shop.)


What am I missing?

[PrintWhisperer]

Re: Service call checklist

That's pretty good, I would change Check Jam Counters to Check Event Log (Jams and C-Calls) as some C-calls are not always seen or reported by users.

Then there is the basic image adjustment. (U410) Halftones only on BW.

For Color:
Basic Image AdjustmentU464-calib, U410 haltones and U468 Color Reg)
Clean Charge Rollers
Check Waste System for bottle rotation, condition, and clogging.


UPDATE FIRMWARE

[BillyCarpenter]

Re: Service call checklist

That's pretty good, I would change Check Jam Counters to Check Event Log (Jams and C-Calls) as some C-calls are not always seen or reported by users.

Then there is the basic image adjustment. (U410) Halftones only on BW.

For Color:
Basic Image AdjustmentU464-calib, U410 haltones and U468 Color Reg)
Clean Charge Rollers
Check Waste System for bottle rotation, condition, and clogging.


UPDATE FIRMWARE

Thanks. I just added all of those to the checklist.

[BillyCarpenter]

Re: Service call checklist

Here's the update that includes the suggestions by Print Whisperer.

Talk to customer. Confirm reported problem. Ask if any other problems exist. Ask questions. For instance…if customer reports jamming problem, ask if they’re using cardstock or special paper.


Print U000/All @ arrival.

Make machine reproduce reported problem. Fix.

Check every feature/option for possible problems. Make machine prove itself. We’re not only there to repair the reported problem, but to fix every problem.

Check Event Log (Jams and C-Calls) as some C-calls are not always seen or reported by users. (Investigate)

Clear Jam & Service Error Codes.

Clean charge rollers.

Basic image adjustment. (U410) Halftones only on BW.

For Color:
Basic Image Adjustment U464-calib, U410 halftones and U468 Color Reg)


Check Waste System for bottle rotation, condition, and clogging.


UPDATE FIRMWARE


Print U000/All (bring before & after back to shop)

[copiertec]

Re: Service call checklist

I always make sure the techs clean the registration roller on service calls as well and make sure any machine over 100k has the feed tires checked for balding or flat spots to avoid unnecessary service call a week later. I don't know what your thoughts are on using an air blower on the document feeders but I use one every time I go to a service call and I know it reduces service calls because all the paper dust gets blown off the sensors and any loose staples, paper clips, chads or pieces of paper get blown out. I also stress to my techs not to use any kind of wet cleaning cloths on the inside covers to clean toner because it stains and looks like shit when it sets. Communication is key with the client and your tech, I've worked with some of the best techs, but would get calls sometimes when they left that they did not let the client know that the machine was fixed or waiting on parts. Rule of thumb, work from top to bottom besides the obvious.

Let me get a copy of your final list.

[tmaged]

Re: Service call checklist

1. Print machine jam/error list 10871087 MM 000
2. Note any print quality issues on self-prints.
3. Clear jam & error counters MM 903 & 904
4. Run machine to see if jam occurs or not & any copy quality issues.
5. Check the current maint counts on print to see if supply change/maint is close to being due. Check counts on feed rollers, etc. MM251
6. Clean optics, main charge & transfer charge if applicable.
7. Clean ADF sensors & tires taking note of wear & replace tires if needed.
8. Remove cassettes (most models), clean paper feed units, check & replace paper feed tires if needed.
9. Check/empty waste toner bottle.
10. Check fusing unit.
11. Clean outside of machine.
12. Run simplex & duplex copies. Run copies out of all cassettes & manual feed tray. Check ADF feed operations simplex & duplex. Check for stapling & saddle stitch if available.
13. Make note on service ticket of anything the next call may warrant bringing.
14. Check with customer to make sure they have extra toner/waste bottles etc.
15. Make sure machine is connected to KFS.

This is the one I made a few years ago.

[blackcat4866]

Re: Service call checklist

Not much that I can add to that. I think the only thing that I would emphasize is making that intital contact with the enduser acquiring any details that they can provide. It's surprising how often an enduser has pointed out something that at first is seemingly meaningless that ends up guiding me in the right direction.

Then when you're done fixing, be sure to check back with that enduser. Let them know what you fixed, and what you'll fix when you have the parts. Most of the calls that I've taken from irate endusers are when there wasn't clear communication with the keyop. =^..^=

[BillyCarpenter]

Re: Service call checklist

Quick comment:


Several of you mentioned good communication with the customer. I couldn't agree more. In fact, it may be the single most important factor in a service call. And it can get complex.


I'm sure all of you can relate to what I'm about to say. Sometimes the customer is having a bad day or they're just an asshole in general and they want to take out their frustration on the friendly copier guy. I'll eat a shit sandwich as long as they don't cuss me. That's my line in the sand.

I've also had customers who accidently damaged the machine and they lie about it to avoid being charged. This can be tricky. I'll leave it there.

And then there's the type of communication that should be obvious but too often isn't. Let the customer know what's going on every step of the way. I was told this at a very early age and I live by it: "Promise less and deliver more." Example: if a part is supposed to arrive on Wednesday, tell the customer it will arrive on Thursday. That way they're elated if it arrives a day early. Better than the opposite.

I think we could all write a chapter on customer relations and that's why I'm gonna devote a block of time on this subject alone. It's that critical, IMHO.

[fishleg]

Re: Service call checklist

1. Print machine jam/error list 10871087 MM 000
2. Note any print quality issues on self-prints.
3. Clear jam & error counters MM 903 & 904
4. Run machine to see if jam occurs or not & any copy quality issues.
5. Check the current maint counts on print to see if supply change/maint is close to being due. Check counts on feed rollers, etc. MM251
6. Clean optics, main charge & transfer charge if applicable.
7. Clean ADF sensors & tires taking note of wear & replace tires if needed.
8. Remove cassettes (most models), clean paper feed units, check & replace paper feed tires if needed.
9. Check/empty waste toner bottle.
10. Check fusing unit.
11. Clean outside of machine.
12. Run simplex & duplex copies. Run copies out of all cassettes & manual feed tray. Check ADF feed operations simplex & duplex. Check for stapling & saddle stitch if available.
13. Make note on service ticket of anything the next call may warrant bringing.
14. Check with customer to make sure they have extra toner/waste bottles etc.
15. Make sure machine is connected to KFS.

This is the one I made a few years ago.

My list is something like this..

Mm00 status page(check volume colour and black) event log(look for repeat jams)
Mm89 check image quality print full half tone all 4 drums
Mm251 check tyre and mk counts
Turn machine off
Clean all sensors throughout machine dp reg df etc
Replace tyres on high usage trays
Clean paper dust catcher
Clean charge rollers
Turn machine on
Mm952 run setup mm464 410 469

I do something like that on every call.

[PrintWhisperer]

Re: Service call checklist

fishleg just reminded me of MM952, you can create custom workflows there and add all the Modes you want as a workflow.

Good time to play with that!

[fishleg]

Re: Service call checklist

fishleg just reminded me of MM952, you can create custom workflows there and add all the Modes you want as a workflow.

Good time to play with that!

Yeah without mm952 I'd never remember what I've done and what I haven't.

I always start with talking with the customer usually along the lines of what's happening do you mind showing me what its doing etc.

I said clean charge rollers as well personally I think it's best to leave well alone unless image quality problem or 200kish prints. I've been to many calls where people have damaged them trying to clean them and they are extremely delicate.

[blackcat4866]

Re: Service call checklist

... I said clean charge rollers as well personally I think it's best to leave well alone unless image quality problem or 200kish prints. I've been to many calls where people have damaged them trying to clean them and they are extremely delicate.

+1 on that. I've seen where charge rollers were installed wet, and arced out worse than before. Charge rollers are best left alone until there's a quality issue. =^..^=

[BillyCarpenter]

Re: Service call checklist

A while back a user on here shared a workflow that he wrote. I saved it to a USB stick and it's pretty great.


Here's an example. If I replace the MPWB, it brings up every simulation that I need to run and in the correct order. I can't move on to the next one until I execute the one I'm suppose to. If I stop in the middle and remove the USB stick and then later put it back in, it picks right back up where I left off.

And it works across almost the entire product line.

[blackcat4866]

Re: Service call checklist

I've known a lot of techs over the last 30+ years. Those that know the knack of speaking with the customer, always have happy customers ... even when they cannot fix the machine. Somehow the customer doesn't seem to care if the machine gets fixed, if they have good communication. =^..^=

[BillyCarpenter]

Re: Service call checklist

I've known a lot of techs over the last 30+ years. Those that know the knack of speaking with the customer, always have happy customers ... even when they cannot fix the machine. Somehow the customer doesn't seem to care if the machine gets fixed, if they have good communication. =^..^=

Quick story to reinforce your point.


Many years ago I was new tech that was sent out on one of my first service calls. I was on my own. The training period was over. This was a real service call.

It was a small desktop Sharp SF-7350. The customer reported that the pages were coming out almost black. I looked at the service history at the shop before departing for the service call. The last service call was performed about 2-months prior to this call. And it was one of our best techs that did the last call.

I arrive at the customer's office and sure enough the pages were almost completely black. I had never seen anything quite like it but I'm new tech, so keep that in mind.

Eventually, I discovered they put the wrong toner in the machine. On this copier, you poured the toner in the hopper from a bottle.

Here's where I fucked up.

I talked to the manager and told her that someone put the wrong toner in the machine. She said that it had to be the last tech that was there. I said "Maam, I find it hard to believe that one of our best techs would put in the wrong toner."

At this point the owner stepped out of his office mad as hell. He basically told me to get out and called my service manager...who also happened to be an owner.


He explained to me that I had basically called the woman a liar when I said: "I find it hard to believe" And he was right. I learned a valuable lesson that day.