Dealing with custmers unwilling to follow instruction

[Drivee]

Re: Dealing with custmers unwilling to follow instruction

Customer is not a customer only, he is also user. User manual show everything so they need to stick with that. If they dont want, then just charge them. After few times, they will start to read user manual.

[mikadonovan]

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.

You are absolutely correct, it would be the best way. The owner does not want to do it that way. I attempted to iron out things yesterday. Ran 100 scans, no misfeeds as long as they riffled the stacks. I made them a little paranoid by videotaping the process, but I need to cover my ass. Time will tell if it sank in. Thanks to all for the replies.

[mloudy]

Re: Dealing with custmers unwilling to follow instruction

Same story with a customer who scans large packets printed from desktop printers.

New MX-3570N installed in 2017 and they claimed it would skip pages when it was actually double feeding through the ADF. Our techs could not duplicate because they were not feeding originals that had been printed on their printers. Swapped the ADF with a new one from our showroom and the customer continued to call in for missing pages in their scans. We eventaully figured it out and convinced them to buy better paper. The machine we took the ADF off of was sold and it has never had the issue.

The cusomter has 3 locations and Konicas at all of them and they tell us none of them do this.

The MX-3570N lease came up last month and their question was if they leased a new Sharp would it feed documents correctly so they could stop buying expensive paper. I told the rep to tell them I highly doubt it. I was certain they would lease a new Konica. They call back and want to do a customer buyout to keep. Not the call we were expecting.