Service call checklist

[fishleg]

Re: Service call checklist

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.

Customers lie a lot when they are to blame. I personally see this the other way sometimes you've got to call it out if they claim it jams when it's not jamming or they aren't using good paper but claim they are. It goes back to communications though so if you talk to them 99% won't lie to your face in person. You can be too nice and people will put calls in just to wipe dust off the screen... You have to call it out in the nicest way possible.

Unfortunately though most companies will believe the customer before you even have chance to tell your side of the story. We have really grumpy engineers that customers hate but they are really good engineers, they get less work load. It's quite funny what customers will cope with when they don't like a certain engineer for no reason other than that they're grumpy.

[BillyCarpenter]

Re: Service call checklist

Customers lie a lot when they are to blame. I personally see this the other way sometimes you've got to call it out if they claim it jams when it's not jamming or they aren't using good paper but claim they are. It goes back to communications though so if you talk to them 99% won't lie to your face in person. You can be too nice and people will put calls in just to wipe dust off the screen... You have to call it out in the nicest way possible.

Unfortunately though most companies will believe the customer before you even have chance to tell your side of the story. We have really grumpy engineers that customers hate but they are really good engineers, they get less work load. It's quite funny what customers will cope with when they don't like a certain engineer for no reason other than that they're grumpy.

For the last few weeks I've been dealing with a lying customer over machine that took a hit from lightning. He's finally agreed to pay for the damage but he tried everything he could think of to get out of it. I just remained calm and killed him with kindness. I was about 23 years old and a new tech in the first example. I'm much older and wiser now. But I don't have as much patience so it's harder to bite my tongue, but I manage to do it.

[dalewb74]

Re: Service call checklist

upon arrival and the customer explains the problem to you. it's a good idea to repeat it back to them. not only to ensure that you understand what's going on. but sometimes that makes them think of something else that is going on as well. plus then the customer knows that you were listening in the first place.

[Venom]

Re: Service call checklist

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.

OK...my rant.... Newbie techs should learn to ask the customer what the machine is doing to them. Get on a first name basis, end-users are less likely to complain when they are on a first name basis. Always clean the covers of the machine, a customer's perception changes when they see clean and smell windex. The cleanliness of a technician's car and organization of parts will tell you a lot about how they service copiers. When the customer see's the machine is taken care of, they abuse it less. Now that you are a senior tech, you are likely to word things differently but stand your ground, if a customer lies you can call them out on it because you have credibility now.....customer's can sense a newbies fear and they will pounce on you LOL

[Samanator]

Re: Service call checklist

upon arrival and the customer explains the problem to you. it's a good idea to repeat it back to them. not only to ensure that you understand what's going on. but sometimes that makes them think of something else that is going on as well. plus then the customer knows that you were listening in the first place.

Everything everyone has suggested is spot on as far as I'm concerned. Insofar as image adjustment (U410, U469, U464), I only do that if I have removed the drum unit(s),developer unit(s), or charger roller(s) for inspecting/cleaning. I always run the laser cleaning even if I don't mess with the image unit components. While the laser cleaning is running, that's the time I put the clean on the optics.

If I change the feed rollers (pulleys) for a drawer, I always zero out the count for that particular drawer in U251.

dalewb74 stole my thunder a bit but makes a very god point I can only underscore. I always ask the customer what the problem is when I arrive. I try to get the customer to run the machine to show me what problem their having. I ask if the customer has samples. If the customer takes a moment to run the machine to show me samples of the problem, thank them for their time. It allows me to reassure the customer I take their request seriously and I'm on it.

When I have resolved the problem, I always ask the customer to test the machine or of check the print/copy quality before I leave. If they do, I write on the ticket that the customer tested the machine or checked the quality before I left and found it good. This is not only good CYA, but it underscores to the customer that you care about what your doing for them.

When writing your service report, please make it where it can be understood a week or month or a year from when you wrote it. It is easy to get in the habit of writing things in such a shot hand that it cannot be clearly understood sometime later. I always hated having to follow up on someone else's service call and only have their written report to go by. If they were not available to decode the written report, I would have to take the time to reach out to them. Or be screwed because they permanently gone. This can also bite you on the ass if for some reason the service call gets involved in litigation.

Many years ago I work for a guy that told me,"you don't have to care about what your doing at the customers office, but ACT like you care". I have found over the years the more empathy I showed the customer, that is, I acted like I cared, the easier my relationship with the customer would become. I find this to be especially true of many professionally challenging clients. The most difficult client may be won over by giving them a big dose of empathy (acting like you care) while you solve their problem. Funny thing, after a few years of acting like I cared, I really came to care. Go figure.....

Oh yeah, I almost for got. That guy that I worked for that said,"you don't have to care about what your doing at the customers office, but ACT like you care". He also followed that up with "then they'll send me money and you'll keep your job".

Now that's some motivation right there.

[dickierock]

Re: Service call checklist

Always do U89 Color Charts to check for failing units.

[BillyCarpenter]

Re: Service call checklist

Always do U89 Color Charts to check for failing units.

Agreed. I'll go one better.


Always do at least one sky shot because it will show flaws on black dv/dr that otherwise won't show up on U089/black.


PS - Or you could use different test charts via USB.

[subaro]

Re: Service call checklist

Always do U89 Color Charts to check for failing units.

Plus have some pdf and other test files on a thumb drive to rule out print quality quickly. You should be familar with the print quality on the thumb drive, so you would get an idea what image density ect it at.

First thing I like to do is eliminate other possible causes. If the issues does not relate to network and fax, shut down the machine unplug those and then power up and do your initial test.

second, and this is vital to trouble shoot paper jams ect. do a quick clean of tray 1 and bypass rollers first before replacing them, unless they are obviously gone.

those two narrow down things quickly for most calls. The customer service part is kinda baby sitting and and well let's just face it's xxx .

It will take the time to gain the experience , no matter what. what matters, it having a good understanding of the print process of a machine and learing to use the tools avaliable to pull you through.

[ThisPete]

Re: Service call checklist

We regularly clean charge rollers with glass cleaner with good effect, quick wipe after with a dry lint free cloth and no ill effects.. we also always run MM412 (before MM410) if available.

[blackcat4866]

Re: Service call checklist

This has got to be one of the best threads about "Best Practices" that we have.

Thanks Billy. =^..^=

[Larhal]

Re: Service call checklist

This has got to be one of the best threads about "Best Practices" that we have.

Thanks Billy. =^..^=

+1 for that. Shure woke up some areas in my memory.

Thanks Billy.

[dalewb74]

Re: Service call checklist

looking at the fact you are a kyocera service provider. and since i don't like putting codes for service modes out in public. i am sure you have already told him how to access the service mode? and the main code that clears a good many errors? it is my go to at first. then if that doesn't work i start looking at the more specific codes.

[BillyCarpenter]

Re: Service call checklist

I'm gonna give a quick update on the guy that I've been training....


Overall, he's done fine. I think every new tech in training needs a checklist. It makes them more comfortable and more importantly, it makes me feel more comfortable that they have it.


But here's the thing. At some point a tech needs to use his brain to logically troubleshoot a problem. You can give them all the training in the world but at the end of the day, the light has to come on at some point.

At every company that I ever worked at...there were mediocre techs and top-level techs. In my opinion the difference comes down to a desire to learn. Some love to learn and some love to get by with doing less.

The jury is still out on this one but I'm proud of him thus far. I have high hopes.

[ntbann]

Re: Service call checklist

We regularly clean charge rollers with glass cleaner with good effect, quick wipe after with a dry lint free cloth and no ill effects.. we also always run MM412 (before MM410) if available.

I wouldnt use glass cleaner on charge rollers. I have seen it take the coating off the roller. Water is the best for this task.

[darry1322]

Re: Service call checklist

I wouldnt use glass cleaner on charge rollers. I have seen it take the coating off the roller. Water is the best for this task.

Water works as good are better than anything else I've tried. Plus it's always available.