Xerox manuals and training woes

[tonerhead]

We are a dealership that has recently taken on Xerox equipment. Got the GSN and servicing software, etc. Trouble we are experiencing is how do you locate manuals and training? Makes no rhyme or reason to locate this stuff. Called Xerox support, they were totally worthless. Seems to me their manuals etc are linked to a number that you search for on GSN site. Is that correct? Really frustrated with Xerox so far. They are farming out to dealers, yet they are not forthcoming on information.

[Phil B.]

Re: Xerox manuals and training woes

We are a dealership that has recently taken on Xerox equipment. Got the GSN and servicing software, etc. Trouble we are experiencing is how do you locate manuals and training? Makes no rhyme or reason to locate this stuff. Called Xerox support, they were totally worthless. Seems to me their manuals etc are linked to a number that you search for on GSN site. Is that correct? Really frustrated with Xerox so far. They are farming out to dealers, yet they are not forthcoming on information.

yes their site is VERY convoluted ...

yes you have to look up manuals via #'s that link to models.

been a while for me .. but they are no better than looking at the OLD Samsux site.

IHMO your boss fucked up taking on Xerox... they are PIA's to work on... documentation sux.. tech support will have you start from square 1 when calling in a problem, even IF you have all the readings/voltages/print outs .. you will start from page 1 again.

[rockdude]

Re: Xerox manuals and training woes

Well there is good and bad news when you become a Xerox repair shop.

You will be entering a market where you will be one of the few authorized to repair their equipment. Result is less completion for you, and can charge a higher rate than regular equipment (we charge $125.00 per hour) compared to Xerox $299 for the first half hour then $69 per every 15 minutes afterwards. ($437 per hour) This is for the low end machines, high end machines are $416 for the first half hour then $76 per every 15 minutes afterwards. ($568 per hour) At these rates our company is a bargain.

That’s the good news. The bad is unless you are already a very competent technician Xerox is not for you, Most of their training nowadays is online (https://www.learning.xerox.com/) if you don’t have your partner credentials don’t even bother. The training is not designed for the new comer. It’s design is half sales info (Which machine with which accessories are available to buy), the other half is the little tricks on what to look for in that particular model. So unless you have a senior tech to guide you through working on thier equipment, and how to use the Xerox manuals you will be at a disadvantage before you start.

Your best bet is “Eureka” with searchlite in the GSN client. This will give you the latest tips to strange problems, and unique solutions.

Xerox is gradually reducing their service staff (both support and in the field) and what’s left is mainly supporting the highest end Xerox equipment.

I have been dealing with Xerox equipment for almost 30 years and the days of really good hands on instructor training are just about gone.

I buy my local Xerox tech lunch almost every time I see him. (Usually two to three times a month) he has a wealth of knowledge I can’t get anywhere else. i.e. New policies, New equipment, New repairs and fixes, etc.

The money is good working on Xerox equipment but you have to work for it.

As for your original questions about getting the edocs for your library.

Check the partner GSN Library 500 this will give you PDF’s of a lot of equipment. But if you need edoc’s you will need to contact your partner manager and they will send a download link for the edoc’s you are certified on.

As for the online training, ever since the "Big Software" upgrade it is almost cryptic in how to access it. (Too long for this post)

Hope this helps.

Merry Christmas !!

[Milo Wilson]

Re: Xerox manuals and training woes

If you have questions, give me a call. I've been working on Xerox equipment as an independent for 22 years. I also offer training on their equipment. 714-292-6912

[JR2ALTA]

Re: Xerox manuals and training woes

I just hope when Microsoft pulls the plug on IE Xerox is totally f'd and they convert everything to PDF. Jan 31st 2020. Cross your fingers.

[tonerhead]

Re: Xerox manuals and training woes

I just hope when Microsoft pulls the plug on IE Xerox is totally f'd and they convert everything to PDF. Jan 31st 2020. Cross your fingers.

That is only IE10. IE11 will continue to the expiration of W10. Watch for the next version of Microsoft Edge browser, I guess it is revamped using Chromium code. I actually like Chromium. Very similar to Google Chrome.

I agree though, tying their manuals to IE is totally f'd up.

[jhalfhide]

Re: Xerox manuals and training woes

It took us ages to get used to the Xerox way of doing things. I still find the manuals being on IE very odd. Sometimes if you just want a quick part number or error code, as PDF with a proper index/contents is far easier as I can fire it up on the phone instead.

That said, Eureka is a great wealth of knowledge and having the bulletins come up in your searches is far better than trawling through bulletins manually.

They have their set procedures and hate to deviate from them. Turning up on my first course running a Mac with VMWare Windows blew their minds, but worked fantastic.

So many times we had issues and their stock response was to read the ASP handbook. The ASP handbook wasn't even fully complete at this point and we had to drum it into them that what we were asking simply wasn't in there and if they could point to a page no, we would happily comply.

As far as the dealer portals go, we used to have about 6-8 logins to various bits. It's better now, but still a convoluted mess that's basically just lots of different portals, now working on one login and pointing to eachother. I've had lost training records in the switch and that meant I had to find my old emails/certificates from 5 years ago to prove certification.

All in all, we've got the hang of it now and the kit is great. We can pump out WorkCentres and Presses with half the engineers we used to require for maintaining other brands. Rock solid.

I heard rumours years ago of a new machine manual system, fully web based. Would be great to use a tablet or phone but chances are that when it finaly arrives, it will be completely web based but only display in IE

[XeroxTechBrazil]

Re: Xerox manuals and training woes

We all hear what you are saying.

Your best bet is to use someone like Milo,, an independent who has worked on just about everything,, knows the products, has the software you will eventually need. He can bring you up to speed,

There used to be a lot of hired guns out there,, most of us are long since retired.

You WILL need a PWS with the EDOCS, and the Eureka database. The manuals document the machine, really don't tell you how to fix it,, , but SearchLite will have the information you need to actually fix a problem. And it's easy to use.

I think that XTRAIN, one of the original hired guns, is still selling a turnkey PWS,, I believe. I'm not sure.
You can search XTRAIN on this site.

That said,, and here comes my plug:
If you need a license for a FreeFlow server, PM or email me. I'm your man.
I provide the identical license that you would get from Xerox with one important exception.

It never expires. Buy it once,,, good forever. One less source of grief to deal with.
And, maybe even better,,, I'm a lot less aggravation than Xerox to deal with .


Good Luck!!!