Hi, All. I have an account that runs printed originals from a HP printer, and these pages have a tendency to stick together. Riffling the stack before feeding these stacks works pretty well to alleviate the issues, but no one using this particular machine is willing to do this. I just get constant service calls for a machine malfunction when it is not, and I about ready to quit my job because of it. I run a SMC report (26 pages) printed from the machine for testing, and it works great. How do you guys handle shit situations like this?
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NEVER ASSUME ANYTHING -
Re: Dealing with custmers unwilling to follow instruction
Normally inform the client that he spends a piece of shit paper that just gives him problems
. Lately with the prices that paper has, it is more common to find problems like this and very wet paper. I imagine that you have changed the paper feed rollers at some time.
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Re: Dealing with custmers unwilling to follow instruction
Unless you're working for yourself, I'd go to my service manager and see how it wants to deal with this.
If this is your customer, what I would do is put in a fresh ream of paper and prove that there's nothing wrong with the machine. Then I would put in the preprinted originals from the HP printer and prove therein lies the problem.
The next thing I would do and this is KEY. Tell them that you can't guarantee that this paper is gonna run without issues and they're gonna have to follow directions in order to get the best performance...but that you can't guarantee it will work without jamming.
The other thing you can do is try different paper. Heavier, lighter...see if anything works better than what they're using. Also make sure that you're using the correct paper settings.Adversity temporarily visits a strong man but stays with the weak for a lifetime.Comment
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Re: Dealing with custmers unwilling to follow instruction
It would also be interesting to know if the HP toner is original because if it is compatible it can cause problems of coming out "softer" and sticking to the sheets.Comment
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Re: Dealing with custmers unwilling to follow instruction
Indeed some customers don't want to collaborate at all. In this situation I suspect changing paper brand they use in HP with good quality paper will greatly reduce hopefully even stop paper sticking. Then you can demonstrate them cheap paper they use is the reason and tell them where to go next time they call. It's not pleasant but sometimes I like to put f .morons where they belong.A tree is known by its fruit, a man by his deeds. A good deed is never lost, he who sows courtesy, reaps friendship, and he who plants kindness gathers love.
Blessed are they who can laugh at themselves, for they shall never cease to be amused.Comment
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A tree is known by its fruit, a man by his deeds. A good deed is never lost, he who sows courtesy, reaps friendship, and he who plants kindness gathers love.
Blessed are they who can laugh at themselves, for they shall never cease to be amused.Comment
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Re: Dealing with custmers unwilling to follow instruction
For accounts like that, I'll generally start off easy and put a label on the document feeder with a step to prevent issues.
I've also had to put labels in paper trays on MFP's where users stack LTR paper on both sides of a DLT sized tray, causing paper jams.
If the label doesn't work, then I'll try to find a user or two with a functioning brain stem and let them know what to do.
Step three, let management know and that after the next instance, it will fall under time and materials fees.
Step four is billing after management doesn't work
Step five not renewing the account if it becomes more of a hassle than it's worth.
Sent from my BlackBerry using TapatalkComment
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Re: Dealing with custmers unwilling to follow instruction
Does the Ricoh(?) that are feeding these HP printouts have print capabilities? If so, it would most likely be less expensive to print directly to the Ricoh. Run the numbers and if I am right, give them to the owner of the business. Most owners do not like paying ant more than they absolutely have to.Comment
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A tree is known by its fruit, a man by his deeds. A good deed is never lost, he who sows courtesy, reaps friendship, and he who plants kindness gathers love.
Blessed are they who can laugh at themselves, for they shall never cease to be amused.Comment
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Re: Dealing with custmers unwilling to follow instruction
Documentation is key. I had a law office, once a week a call put up to remove "sign here" stickers that they refused to remove from the originals. Then I get the classic "my other machine would do it"; fuck you, bullshit.
After the third call, sent them a bill for $165. After reviewing the service history with the office manager, we ended up waiving the bill, but we made our point, calls dropped off next to nothing.
If they can get away with abusing service, believe me. they will.
Failing to plan is planning to fail!!!Comment
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Re: Dealing with custmers unwilling to follow instruction
Just to break this down a tiny bit further:
Is this pre-printed paper just random used paper because they're cheap, or does it have a specific purpose like a preprinted form?
If it's just random used paper, there's probably nothing that you can really do. This particular brand of cheapness/stupidity usually leads to broken doors, trays, covers, toner cartridges, etc., which end up in the "billing" category.
If it's a pre-printed form, perhaps you have an overlay function available to you, to print the form and the image together in the same process.
It's customers like this that are always blaming a machine ... if it's not the Ricoh, it will be a Canon, or Kyocera, or whatever ... and not their own behavior. They'll end up being unhappy with whatever machine or service provided. If you're really lucky, they'll just move on to the next provider and torture somebody else. =^..^=If you'd like a serious answer to your request:
1) demonstrate that you've read the manual
2) demonstrate that you made some attempt to fix it.
3) if you're going to ask about jams include the jam code.
4) if you're going to ask about an error code include the error code.
5) You are the person onsite. Only you can make observations.
blackcat: Master Of The Obvious =^..^=Comment
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Re: Dealing with custmers unwilling to follow instruction
I had a similar situation with a Martini in the ER at a hospital. IT printed a sheet telling them to remove all labels before scanning. Then they taped that where it covered the length sensor for double letter. Correcting one problem created another, just like governments.Documentation is key. I had a law office, once a week a call put up to remove "sign here" stickers that they refused to remove from the originals. Then I get the classic "my other machine would do it"; fuck you, bullshit.
After the third call, sent them a bill for $165. After reviewing the service history with the office manager, we ended up waiving the bill, but we made our point, calls dropped off next to nothing.
If they can get away with abusing service, believe me. they will.
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Re: Dealing with custmers unwilling to follow instruction
Long story short, Mika.
I had a similar situation where the MP C3003 would take several of their pre-printed sheets at a time from the paper tray -despite brand new rollers, and they about drove me crazy being unwilling to adapt.
It's a very small office and all of them are a few sandwiches short of a picnic (if you know what I mean)
I finally convinced them and demonstrated how to use the bypass tray, and while it doesn't have the capacity that they would like, they're ok re-loading it a time or 2 when they want / need to run these particular sheets a couple of times a week, and it has worked flawlessly for several months.
Maybe this is an option for your client?
Good luck. I feel your pain!Comment
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