Customer has called for misfeeding and everytime I go out there I can never get the feeder to misfeed on me. I have replaced the paper feed parts, and even replaced the feeder but still the customer says they are having misfeeding. Does anyone have any suggestions as to why it would be doing this and could it be something to do with the originals the customer is feeding into the feeder? Any help appreciated, thank you.
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Maybe the customer covered some of the original sensors (the ones on the document table) with documents while copying? Or customer is feeding too much originals? What is the document jam history telling? -
As Eric says, you need the SMC report. Are they duplexing? You need to have the actual complainant demo for you exactly the type of job they're doing. Just to give you and idea of the difficulty of this type of complaint - many years ago I had a customer complaining of adf jams every day. I could never duplicate it but they said it always happened at a certain time of day. I scheduled myself to be there in that time frame, first thing I noticed was the bright sun shining through the window next to the machine casting bright rays on the adf tray. Closed the blinds, problem fixed. And of course as the seasons changed, the sun wouldn't get back into that position for another year....Comment
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