intervention not solved directly - customer complains

[Mark Bbb]

Hello there,
c2050 with 20K on total counter, 5 years of age, produces ghost image (repeating text further on the paper) only in black.
So, I have replaced pcu black, and it seems to be solved, at that moment.
After 14 days customer says the problem went back, it is the same problem now.
So we make bill of quantities (I don't know if this is the wright word) for a new fusing unit.
Now customer don't want to pay for the first intervention (black pcu).
I know this tread might be beyond the purpose of this web site, but do you face similar problems, and how do you handle such matters?

[copyaction]

Re: intervention not solved directly - customer complains

Sometimes the machine has more than one problem. Sometimes another problem arises after you fix the first one. All good reasons for a customer to have a Service Contract

[Elmo]

Re: intervention not solved directly - customer complains

Is the customer using original toner?

[Mark Bbb]

Re: intervention not solved directly - customer complains

Is the customer using original toner?

that is a very good question, I will investigate that!
Thanks man!

[fshead]

Re: intervention not solved directly - customer complains

when i get these type of callbacks,
i explain that a bad"weak drum" could cause more wear on the fuser..
its like changing tires on your car and then needing a front end alignment..
also if the have said machine for 5 years and never paid for any big parts i
tell them they are way ahead of the game........customers expect everything to last forever............

[omorales]

Re: intervention not solved directly - customer complains

http://www.copytechnet.com/forums/ri...ht=#post528805

[Brianneoe]

Re: intervention not solved directly - customer complains

Did you get paid in full for the first call (PCU)? How much service do you do for this account per year? 5 year old machine with 20k on it, a lot can go bad just sitting around doing nothing. Not knowing how much this customer adds to your revenue per year has a lot to do with what action you would take. If you are charging for labor I would tell this customer that I will eat that charge but not the new parts. You should be able to make a good case for this if you just started to service this account and have no prior knowalge of the machines repair history.

Good luck

[Mark Bbb]

Re: intervention not solved directly - customer complains

I went down and toner is OEM.
The problem was solved by selecting "thick 1" when printing on letterhead (pre printed paper).
Thank you all for the input!

[Mark Bbb]

Re: intervention not solved directly - customer complains

http://www.copytechnet.com/forums/ri...ht=#post528805

indeed, it had something to do with fusing temperature;
because selecting "thick 1" will increase the temperature and print out will be slower ...