How do you handle the worst paper ever

[Hart]

For the last month, I've come across the worst paper it's possible to produce.
Some customers acknowledge this and replace it immediately, some have pallets to use up before replacing it, and then there are those who deny that their paper is the cause of all their problems.

I can play with 43-01 all I want, for some it's beyond saving.
Yesterday it was the worst I've ever seen, too hot and there was ghosting in the fuser, not enough and the paper was curling, I had to remove the inner finisher so the paper was able to eject and had the "best" result with +5 and Fusing Cond at 2.

Last week, the A4 paper was fine, but the A3 curled immediately, I did not find any settings for this paper, I had to inform the customer that he could burn all their A3 because it was not usable.

Do you have a flowchart or any tips for this kind of problem ? My Sharp rep deny the problem and just tell us to change the paper (hum duh ?).

[Larhal]

Could you let us know the brand of paper ?

[nanohitmen]

I carry 2-3 reams of amazon basic paper for shit customers like that. Once I put in my ream an it works well and no issues, I tell them were not coming back for any more calls until they replace their paper. "It's not a machine issue, it's a paper issue" .

[Hart]

"Could you let us know the brand of paper ?"
Too many to list, some of them have nothing print on the ream...
From what I remember, Sylamo Rey Copy, Jet'up, Antalis Image Business or Volume (can't remember which one), Antalis Symbio Copy, Evercopy was meh but still ok.

"I tell them were not coming back"
How are they reacting and do you have support from your boss on this ? I had another long talk with him about this problem, I want him to make an announcement and that we will start billing this, but nope he wants me to continue to intervene and warn customers, but nothing more...
I'll probably do the same, get a ream and do my calibrations on it, and too bad if it malfunctions afterwards with their paper.
Amazon Basic are fine ? I've seen him only once but it was for a C301 so not a good test.

[bilyahn]

We have the same problem with a Korean brand of paper, Optimus (or something like that, comes in a green wrapper). State bought pallets of it. Funny thing it works ok in B/W units but color it was horrible. Paper dust and jamming constantly. We did the same as above and brought our own ream in. Used theirs then put ours in and didn't have a single problem. Pretty obvious it was the paper.

[mloudy]

Load half a ream of their crap paper and put a piece of pink paper on top. Then fill the tray with good paper that you bring. Tell the customer if they have problems before they see the pink paper to call you. If they start having problems after they see the pink paper to call whoever they bought the paper from and have them come pick it up.

Companies may do this. We had our supplier replace and entire skid of paper with a better quality, no cost other than paying the price difference. Fortunately most clients buy paper one case at a time. Schools probably buy a truckload of 10 skids. It gets worse as the summer humidity hits.

[Hart]

Once again, I know it's the paper fault, they know it's the paper fault, but they can't or won't change the paper and they expect me to do some wizardry with their copiers and keep calling because there is too much jam or it's stuck AGAIN in the separator of this POS CR4 fuser. We had the same customer yesterday, 6 weeks, 6 calls, 6 fusers...

[rrrohan]

in Australia Reflex paper temp went out of business and our big chain office supplier supplemented it with horrible 70GSM keji paper. Technically i think Sharp is rated for 70GSM but the Konica Minoltas hated it.

i dont even try to get the copier to accept it i just tell them to buy better brand

[Hart]

But if the customer refuse to change, what is your procedure ? Do you start to bill each time you have to come ? Do you simply refuse to honor the contract ?

[mloudy]

We haven't been to that point yet. I would keep them under contact and make any calls for jamming billed. We experienced some crap paper years ago but not lately. Pink paper seemed to be a problem when a school would unwrap all of it and store it on shelves over the summer.

After all these years I don't put up with much. If a customer isn't reasonable I kindly stand my ground. If they refused to change paper and said we couldn't bill for paper related service calls I would cancel their contract.

[leo34staffs]

For the last month, I've come across the worst paper it's possible to produce.
Some customers acknowledge this and replace it immediately, some have pallets to use up before replacing it, and then there are those who deny that their paper is the cause of all their problems.

I can play with 43-01 all I want, for some it's beyond saving.
Yesterday it was the worst I've ever seen, too hot and there was ghosting in the fuser, not enough and the paper was curling, I had to remove the inner finisher so the paper was able to eject and had the "best" result with +5 and Fusing Cond at 2.

Last week, the A4 paper was fine, but the A3 curled immediately, I did not find any settings for this paper, I had to inform the customer that he could burn all their A3 because it was not usable.

Do you have a flowchart or any tips for this kind of problem ? My Sharp rep deny the problem and just tell us to change the paper (hum duh ?).

A3 Curling could be down to exit sponges that have gone bad.

[Mittle Lix]

in Australia Reflex paper temp went out of business and our big chain office supplier supplemented it with horrible 70GSM keji paper. Technically i think Sharp is rated for 70GSM but the Konica Minoltas hated it.

i dont even try to get the copier to accept it i just tell them to buy better brand

That paper wrecked 3 fusers of my machines in 2 days. All CR4 / CR4.5 machines. We're telling clients that if they continue to use it they'll be charged for all replacement parts required (service agreement clients).

As a note for Reflex, it wasn't temporary. Reflex is gone. Australian Paper shut down all white paper production and sold the brand to Double A. the new product is an entirely new product; it just has the name "Reflex".

[Hart]

"A3 Curling could be down to exit sponges that have gone bad."
It was the first thing I've checked and nope they were almost perfect.

[havokprod]

That paper wrecked 3 fusers of my machines in 2 days. All CR4 / CR4.5 machines. We're telling clients that if they continue to use it they'll be charged for all replacement parts required (service agreement clients).

As a note for Reflex, it wasn't temporary. Reflex is gone. Australian Paper shut down all white paper production and sold the brand to Double A. the new product is an entirely new product; it just has the name "Reflex".

Here in Los Angeles I have been pushing customers to Double A paper its good quality, we purchase it by the pallet for our on use and to prove to the customer their paper is crap.