Customer wants $ back on AR-208 with optiosns
Customer has small office and is doing relatively low volume . Wanted machine to be multi-functional including faxing, copying, network printing and scanning. Had low budget ,not looking for $4000-$8000 machine.
The IT guy called me first. He wants to be able to scan to email, to network etc. I am totally lost when it comes to the connectivity and IT issues. I delivered a Sharp FO-2080 but IT guy called and said not adequate as could not scan to network, scan to email.
That was my mistake. I then offered a Sharp AR-208D with network and fax options as well as the second cassette. I gave the price and model # and customer got back to me after several days which gave customer and IT guy time to compare pricing and features. Customer ordered machine. I purchased it with all options mentioned and delivered and installed it and IT guy was to do the connectivity as far as software etc.
I got a call from IT guy on Friday the 2nd of April. The machine was delivered and set up on March 5. He says machine has same issues as FO-2080 and can't scan to email, to network etc. I looked on a spec sheet and reading that it does what he wants. He is familiar with setting up a lot of HP machines and says the HP has multi-functional that he can set up to do what he wants as far as network scanning etc. and that they are cheaper.
I no nothing about the IT set-up but mention that he needs to access the Button Manager in order to set up properly and do the various network scanning that his customer , an attorney, needs to do. Up to this time he has not heard of Button Manager and I said it should be in booklet and probably on one of the CDs. I told him that he just hasn't had the experience setting up with the Button Manager program and that is likely the issue. He was obviously upset and said he would look thru the materials and we would talk.
I had purchased the equipment thru a distributor who was closing early Friday and would be closed for Jewish Holidays on Monday + Tuesday (yesterday + today) and that I would not be able to get an IT gut from their company to talk to him until Wednesday.
Maybe a half later or less I got a call from the attorney. He says there are too many issues and he wants to return the machine and get refund. He says that it has been printing light also and he has to set it darker. I told him I that when I set up machine it looked fine but that I can set up the range he wants and that he should have called me sooner as machine was there from March 5. We got into it and conversation became more heated. I told him the machine would be able to do what he wanted but that his IT guy wasn't familiar with this particular setup and was more comfortable with the HP setup. I reminded him that I gave him all the information with price prior to order so that I would not order the machine for nothing. I am by myself and don't have these machines in stock and it would be an unfair and unreasonable request to expect me to take machine back. I still have the FO-2080.
I told him he had the time to research and price before ordering. I had delivered the FO-2080 on Jan 21 and had gotten the order for the AR-208D week of Feb 15. I told him if necessary I could get him an IT guy to talk with his IT or have someone else set up if needed. He had the machine sine March5 and the IT guy did not come to setup until 4/2 so I though I could accommodate him if needed in a reasonable time frame.
I believe what a lot of this boils down to is price. He says HP is selling a cheaper version of multi-functional with his requirements. He had ample to decide when I gave him info and he was using the FO-2080 . I don't look around for the cheapest machines to sell a customer . As we know many of them are poor quality. I try to sell something I can give the customer good service on. I order parts direct from Sharp and get them 2nd day or overnight if emergency. I don't have to depend on another dealer or distributor as a third party and that enables me to give my customer better service.
I have seen on many HP machines that many parts are not available or are sold as whole assemblies.
I recently did a call where the customer broke something on the document feed-in unit which would have cost a few dollars on a Sharp machine but the whole document feeder had to be purchased and the customer spent about $150 for feeder.
Please give me some feedback on this as I would like to get your input regarding Button Manager setup , scanning and network capability and overall opinion on this entire situation. Frank
The IT guy called me first. He wants to be able to scan to email, to network etc. I am totally lost when it comes to the connectivity and IT issues. I delivered a Sharp FO-2080 but IT guy called and said not adequate as could not scan to network, scan to email.
That was my mistake. I then offered a Sharp AR-208D with network and fax options as well as the second cassette. I gave the price and model # and customer got back to me after several days which gave customer and IT guy time to compare pricing and features. Customer ordered machine. I purchased it with all options mentioned and delivered and installed it and IT guy was to do the connectivity as far as software etc.
I got a call from IT guy on Friday the 2nd of April. The machine was delivered and set up on March 5. He says machine has same issues as FO-2080 and can't scan to email, to network etc. I looked on a spec sheet and reading that it does what he wants. He is familiar with setting up a lot of HP machines and says the HP has multi-functional that he can set up to do what he wants as far as network scanning etc. and that they are cheaper.
I no nothing about the IT set-up but mention that he needs to access the Button Manager in order to set up properly and do the various network scanning that his customer , an attorney, needs to do. Up to this time he has not heard of Button Manager and I said it should be in booklet and probably on one of the CDs. I told him that he just hasn't had the experience setting up with the Button Manager program and that is likely the issue. He was obviously upset and said he would look thru the materials and we would talk.
I had purchased the equipment thru a distributor who was closing early Friday and would be closed for Jewish Holidays on Monday + Tuesday (yesterday + today) and that I would not be able to get an IT gut from their company to talk to him until Wednesday.
Maybe a half later or less I got a call from the attorney. He says there are too many issues and he wants to return the machine and get refund. He says that it has been printing light also and he has to set it darker. I told him I that when I set up machine it looked fine but that I can set up the range he wants and that he should have called me sooner as machine was there from March 5. We got into it and conversation became more heated. I told him the machine would be able to do what he wanted but that his IT guy wasn't familiar with this particular setup and was more comfortable with the HP setup. I reminded him that I gave him all the information with price prior to order so that I would not order the machine for nothing. I am by myself and don't have these machines in stock and it would be an unfair and unreasonable request to expect me to take machine back. I still have the FO-2080.
I told him he had the time to research and price before ordering. I had delivered the FO-2080 on Jan 21 and had gotten the order for the AR-208D week of Feb 15. I told him if necessary I could get him an IT guy to talk with his IT or have someone else set up if needed. He had the machine sine March5 and the IT guy did not come to setup until 4/2 so I though I could accommodate him if needed in a reasonable time frame.
I believe what a lot of this boils down to is price. He says HP is selling a cheaper version of multi-functional with his requirements. He had ample to decide when I gave him info and he was using the FO-2080 . I don't look around for the cheapest machines to sell a customer . As we know many of them are poor quality. I try to sell something I can give the customer good service on. I order parts direct from Sharp and get them 2nd day or overnight if emergency. I don't have to depend on another dealer or distributor as a third party and that enables me to give my customer better service.
I have seen on many HP machines that many parts are not available or are sold as whole assemblies.
I recently did a call where the customer broke something on the document feed-in unit which would have cost a few dollars on a Sharp machine but the whole document feeder had to be purchased and the customer spent about $150 for feeder.
Please give me some feedback on this as I would like to get your input regarding Button Manager setup , scanning and network capability and overall opinion on this entire situation. Frank
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