[Misc] What is a complete service call

[n25an]

I am putting together a set of procedures on what would be considered a complete service call... Please let me know if I missed anything... please excuse me if this is extremely anal... I am building a form for work to make sure there are no disagreements...

1. RECEIVE THE SERVICE CALL

2. CALL CUSTOMER AND FIND OUT WHAT THE PROBLEM IS

3. ATTEMPT TO HAVE CUSTOMER SOLVE THE PROBLEM OVER THE PHONE OR VIA REMOTE PRESENCE

4. IF PROBLEM SOLVED... LOG PAPER WORK ELSE CONTINUE

5. SET APPOINTMENT TIME 2 TO 4 HOURS INTO THE FUTURE

6. ARRIVE AT SERVICE...

7. INTRODUCE YOURSELF

8. ASK FOR THE CONTACT PERSON

9. HAVE CONTACT PERSON REPRODUCE THE PROBLEM OR AT THE LEAST EXPLAIN IT MORE CLEARLY

10. CLEAN THE COPIER EXTERNAL CASING

11. CLEAN THE OPTICS

12. CLEAN THE FILTERS

13. BLOW OUT THE DUST FROM THE DRUM SECTION

14. CLEAN THE PAPER FEED ROLLERS

15. CHECK PAPER FEED FROM ALL TRAYS

16. CHECK COPY QUALITY FROM INTERNAL PRINTS AND COPIES

16A. PERFORM COLOR REGISTRATION IF NECESSARY

17. IF THERE IS A FINISHER ATTACHED... CLEAN IT AND BLOW OUT THE DUST...

18. UPDATE THE FIRMWARE

19. TROUBLESHOOT THE PROBLEM

20. IF UNABLE TO SOLVE CONTACT THE HELP DESK AND GET A CASE NUMBER...

21. IF UNABLE TO SOLVE CONTACT SERVICE MANAGER

22. IF UNABLE TO SOLVE CONTACT SYSTEMS ENGINEER

[Karsten]

This is just my opinion, but I would troubleshoot the problem before I clean everything and make adjustments. Granted by cleaning the machine the problem might go away, but then how will you know what caused it in the first place? And isn't most of our knowledge based on experience?

[daveyball]

This is just my opinion, but I would troubleshoot the problem before I clean everything and make adjustments. Granted by cleaning the machine the problem might go away, but then how will you know what caused it in the first place? And isn't most of our knowledge based on experience?

Totally agree, fault first, then clean the machine, the fault finding may take a while, and is the main reason they have called you.

[blackcat4866]

This is just my opinion, but I would troubleshoot the problem before I clean everything and make adjustments. Granted by cleaning the machine the problem might go away, but then how will you know what caused it in the first place? And isn't most of our knowledge based on experience?

Absolutely! If you do all that cleaning first, you may well erase any telling evidence to help you solve your issue. 19 should be before #10. Or better yet, troubleshoot while cleaning, so the clues are not lost. Other than that, it's a pretty comprehensive list. =^..^=

[tcs04]

After 9? Print Fault log? (If possible) look for frequent jams / codes

Logbook? Read / Fill out?

[Millennium]

After 9? Print Fault log? (If possible) look for frequent jams / codes

Logbook? Read / Fill out?

Agreed. Management list/Fault Log/Service Call Report is almost the first thing I do when I walk up to the machine outside of visual troubleshooting.

[n25an]

complete service call

I will redo the complete service call procedures when I get home...

[n25an]

Complete service call procedures update

1. Receive the service call

2. Call customer and find out what the problem is

3. Attempt to have customer solve the problem over the phone or via remote presence

4. If problem solved... Log paper work else continue

5. Set appointment time 2 to 4 hours into the future

6. Arrive at service...

7. Introduce yourself

8. Ask for the contact person

9. Have contact person reproduce the problem or at the least explain it more clearly

10. Print error reports and jam reports as well as any other relevant service mode report

10a update logbook - if there is one

11. Troubleshoot the problem

12. Update the firmware

12a If unable to solve problem consult the service manual

13. If unable to solve contact the help desk and get a case number...

14. If unable to solve contact service manager

15. If unable to solve contact systems engineer

16. Clean the copier external casing

17. Clean the optics

18. Clean the filters

19. Blow out the dust from the drum section

20. Clean the paper feed rollers

21. Check paper feed from all trays

22. Check copy quality from internal prints and copies

23. Perform color registration if necessary

24. If there is a finisher attached... Clean it and blow out the dust...

[banginbishop]

10. Print error reports and jam reports as well as any other relevant service mode report

i presume item 10 includes the pm counters

[n25an]

1. Receive the service call

2. Call customer and find out what the problem is

3. Attempt to have customer solve the problem over the phone or via remote presence

4. If problem solved... Log paper work else continue

5. Set appointment time 2 to 4 hours into the future

6. Arrive at service...

7. Introduce yourself

8. Ask for the contact person

9. Have contact person reproduce the problem or at the least explain it more clearly

10. Print error reports, jam reports, counter reports as well as any other relevant service mode report

11. update logbook - if there is one

12. Troubleshoot the problem

12. Update the firmware

13. If unable to solve problem consult the service manual

14. If unable to solve contact the help desk and get a case number...

15. If unable to solve contact service manager

16. If unable to solve contact systems engineer

17. Clean the copier external casing

18. Clean the optics

19. Clean the filters

20. Blow out the dust from the drum section

21. Clean the paper feed rollers

22. Check paper feed from all trays

23. Check copy quality from internal prints and copies

24. Perform color registration if necessary

25. If there is a finisher attached... Clean it and blow out the dust...

[KenB]

Obviously you wouldn't do this on every call, but we have (finally!) started getting two copies of all the network settings; keeping one with the machine, and scanning one into a server in our office.

We also keep an electronic backup of the machines address book (fax numbers, folders, and email addresses) with the customer, in the event a HDD goes toes up or gets reformatted.

Nothing worse than having to figure out all those all over again if disaster strikes. I think we've all been in that (sinking) boat.

[madas]

Hi n25an
the 1st things are good,talk to the customer and see if it can be resolved over the phone, lots of things can. I don't know how many techs you have or how busy you are but I never give a time frame that may not be possible to keep to. Nothing worse than saying you will be there at what ever o"clock and can't stick to it, this work is so unpredictable it may take your tech 10 min's or 2 hour's to complete the job. I will give you my M O when I arrive at the customers. Introduce yourself, ask for the contact person, ask them to explain to you what the issue is and show you what they were trying to do just in case its a user error and if a copy quality issue show you their samples, check the log book to see what the previous calls were for and what what was done to resolve it, print out relevant reports and check for issues ie, jam's, error code's, PM counts, fix the problem at hand, once that has been resolved, start at the top and work down, doc feeder, optics, engine clean and vac, feed system clean and replace any worn rollers, do firmware and while that is going clean the outside of the m/c, (time management) do all setup check's, registration, color calibration, grey scale and anything else for that model,test doc feeder, all paper feed and duplex, finisher sort and staple talk to the customer and show them the fault has been fixed or if need parts tell them you will be back ASAP, if it is a specific copy quality problem get them to try the same print/copy again and make sure they are satisfied with the result. then go home and have nice cold beer because you deserve it! We all do.

madas

and as above back up stuff if you can.