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  1. #11
    The Wolf 1,000+ Posts mojorolla's Avatar
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    Re: Dealing with custmers unwilling to follow instruction

    Documentation is key. I had a law office, once a week a call put up to remove "sign here" stickers that they refused to remove from the originals. Then I get the classic "my other machine would do it"; fuck you, bullshit.
    After the third call, sent them a bill for $165. After reviewing the service history with the office manager, we ended up waiving the bill, but we made our point, calls dropped off next to nothing.
    If they can get away with abusing service, believe me. they will.


    Failing to plan is planning to fail!!!

  2. #12
    Master Of The Obvious 10,000+ Posts
    Dealing with custmers unwilling to follow instruction

    blackcat4866's Avatar
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    Re: Dealing with custmers unwilling to follow instruction

    Just to break this down a tiny bit further:

    Is this pre-printed paper just random used paper because they're cheap, or does it have a specific purpose like a preprinted form?

    If it's just random used paper, there's probably nothing that you can really do. This particular brand of cheapness/stupidity usually leads to broken doors, trays, covers, toner cartridges, etc., which end up in the "billing" category.

    If it's a pre-printed form, perhaps you have an overlay function available to you, to print the form and the image together in the same process.

    It's customers like this that are always blaming a machine ... if it's not the Ricoh, it will be a Canon, or Kyocera, or whatever ... and not their own behavior. They'll end up being unhappy with whatever machine or service provided. If you're really lucky, they'll just move on to the next provider and torture somebody else. =^..^=
    If you'd like a serious answer to your request:
    1) demonstrate that you've read the manual
    2) demonstrate that you made some attempt to fix it.
    3) if you're going to ask about jams include the jam code.
    4) if you're going to ask about an error code include the error code.
    5) You are the person onsite. Only you can make observations.

    blackcat: Master Of The Obvious =^..^=

  3. #13
    Retired 10,000+ Posts
    Dealing with custmers unwilling to follow instruction

    slimslob's Avatar
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    Re: Dealing with custmers unwilling to follow instruction

    Quote Originally Posted by mojorolla View Post
    Documentation is key. I had a law office, once a week a call put up to remove "sign here" stickers that they refused to remove from the originals. Then I get the classic "my other machine would do it"; fuck you, bullshit.
    After the third call, sent them a bill for $165. After reviewing the service history with the office manager, we ended up waiving the bill, but we made our point, calls dropped off next to nothing.
    If they can get away with abusing service, believe me. they will.


    I had a similar situation with a Martini in the ER at a hospital. IT printed a sheet telling them to remove all labels before scanning. Then they taped that where it covered the length sensor for double letter. Correcting one problem created another, just like governments.

  4. #14
    Service Manager 2,500+ Posts
    Dealing with custmers unwilling to follow instruction

    sandmanmac's Avatar
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    Re: Dealing with custmers unwilling to follow instruction

    Quote Originally Posted by mikadonovan View Post
    Hi, All. I have an account that runs printed originals from a HP printer, and these pages have a tendency to stick together. Riffling the stack before feeding these stacks works pretty well to alleviate the issues, but no one using this particular machine is willing to do this. I just get constant service calls for a machine malfunction when it is not, and I about ready to quit my job because of it. I run a SMC report (26 pages) printed from the machine for testing, and it works great. How do you guys handle shit situations like this?
    Long story short, Mika.
    I had a similar situation where the MP C3003 would take several of their pre-printed sheets at a time from the paper tray -despite brand new rollers, and they about drove me crazy being unwilling to adapt.
    It's a very small office and all of them are a few sandwiches short of a picnic (if you know what I mean)

    I finally convinced them and demonstrated how to use the bypass tray, and while it doesn't have the capacity that they would like, they're ok re-loading it a time or 2 when they want / need to run these particular sheets a couple of times a week, and it has worked flawlessly for several months.

    Maybe this is an option for your client?

    Good luck. I feel your pain!

  5. #15
    Senior Tech 100+ Posts
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    Re: Dealing with custmers unwilling to follow instruction

    Quote Originally Posted by mikadonovan View Post
    Hi, All. I have an account that runs printed originals from a HP printer, and these pages have a tendency to stick together. Riffling the stack before feeding these stacks works pretty well to alleviate the issues, but no one using this particular machine is willing to do this. I just get constant service calls for a machine malfunction when it is not, and I about ready to quit my job because of it. I run a SMC report (26 pages) printed from the machine for testing, and it works great. How do you guys handle shit situations like this?
    You never mentioned what Ricoh model it was and if it was taking in multiple pages at once or unable to feeder pages in?

  6. #16
    Senior Tech 250+ Posts Drivee's Avatar
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    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.

  7. #17
    Senior Tech 2,500+ Posts
    Dealing with custmers unwilling to follow instruction

    mikadonovan's Avatar
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    Re: Dealing with custmers unwilling to follow instruction

    Quote Originally Posted by slimslob View Post
    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.
    NEVER ASSUME ANYTHING

  8. #18
    Senior Tech 250+ Posts mloudy's Avatar
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    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.

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