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  1. #11
    Sr. Service Tech 50+ Posts Murv's Avatar
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    Re: The End of Xerox's ASP program

    Quote Originally Posted by SalesServiceGuy View Post
    I learned a new abbreviation today.

    What is 1P and 3P?

    A first-party relationship (1P) means the marketplace acts as the retailer, and the brand is the wholesale supplier. As a dealer you have a first person relationship with your customer.

    A third-party relationship (3P) is when the brand is the retailer, and sells directly to buyers via the marketplace. As a service provider for Barristers you have a 3rd party relationship with the customer.

    I cannot imagine it working out well when a Barrister tech works on a copier. Do you think Battisters has the technical resources to support a technician or is Barristers merely a broker for service providers.

    With Barristers it must be buy all new parts and wait days for them to arrive before a service call can be completed. It is not like a Barristers tech would have parts in local inventory
    Barrister is a clearing house. They pretty much put the calls up on an electronic board - techs have an app on their phone and they can accept or bid on calls in their area. Base rate for them seems to be about 25 bucks per incident. They give you an opportunity to counter-offer, but they argue with you and pretty much tell you they can find someone to do it for the 25. So, basically, they end up with some good techs - retired techs looking for extra beer money, out of work techs. that sort of thing. The rest they end up with are greenies who put a hard drive in grammy's computer so they decided to hang out a shingle. Barrister ends up getting on the phone and calling places like us to clean up the messes, and even then they try to negotiate us down to 50 bucks or something. And, yeah, they try to triage and then they ship parts out. Last call we took for them was supposedly a supply install milk run. Tech arrived on site to discover a 59.F0 on a 4525 with a grinding fuser drive. Still not resolved for the customer at this point because they don't want to pay us to spend the time replacing the drive. They want us to go back out and check voltages on the DC controller that have already been checked because their support folks are reading <badly> from a manual and don't seem to have a lick of firsthand experience. So... Yeah... I pretty much feel sorry for any customer who is at the mercy of Barrister. Edited to add - The long and short of the deal is that Barrister is not at all used to dealing with an actual ASP with trained techs.

  2. #12
    Service Manager 2,500+ Posts
    The End of Xerox's ASP program

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    Re: The End of Xerox's ASP program

    Quote Originally Posted by Murv View Post
    Barrister is a clearing house. They pretty much put the calls up on an electronic board - techs have an app on their phone and they can accept or bid on calls in their area. Base rate for them seems to be about 25 bucks per incident. They give you an opportunity to counter-offer, but they argue with you and pretty much tell you they can find someone to do it for the 25. So, basically, they end up with some good techs - retired techs looking for extra beer money, out of work techs. that sort of thing. The rest they end up with are greenies who put a hard drive in grammy's computer so they decided to hang out a shingle. Barrister ends up getting on the phone and calling places like us to clean up the messes, and even then they try to negotiate us down to 50 bucks or something. And, yeah, they try to triage and then they ship parts out. Last call we took for them was supposedly a supply install milk run. Tech arrived on site to discover a 59.F0 on a 4525 with a grinding fuser drive. Still not resolved for the customer at this point because they don't want to pay us to spend the time replacing the drive. They want us to go back out and check voltages on the DC controller that have already been checked because their support folks are reading <badly> from a manual and don't seem to have a lick of firsthand experience. So... Yeah... I pretty much feel sorry for any customer who is at the mercy of Barrister. Edited to add - The long and short of the deal is that Barrister is not at all used to dealing with an actual ASP with trained techs.
    So with service provided by Barristers, there is likely a different tech with different skill levels who arrives for each service call. Maybe they can refer to a Barristers database what work was done.

    Barristers has turned the copier industry into a form of Uber.

    A great new thing for a Sales guy to know when competing against Xerox.

    I think Xerox must be drifting away from the SMB market to focus on larger accounts and high profit accounts serviced by corporately employed techs.

    In my Province of Nova Scotia, Xerox has the single gov't account for several years now. Many complaints that you just cannot get service and when it arrives it is often poor.

    The Province awarded to Xerox on a RFP, a 800 cpc machine included deal aka MPS deal. Although the revenue is high, the responsibility is high, the profit is nil so why bother.

  3. #13
    Sr. Service Tech 50+ Posts Murv's Avatar
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    Re: The End of Xerox's ASP program

    Quote Originally Posted by SalesServiceGuy View Post

    Barristers has turned the copier industry into a form of Uber.
    Pretty much. They just don't always seem concerned about whether or not the driver has a license.

  4. #14
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    Re: The End of Xerox's ASP program

    the issue is really not xerox
    Canon Ricoh and Konica have driven the service and machine prices down so much the only way to compete is to cut corners hence all this

  5. #15
    Service Manager 2,500+ Posts
    The End of Xerox's ASP program

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    Re: The End of Xerox's ASP program

    Quote Originally Posted by azehnali View Post
    the issue is really not xerox
    Canon Ricoh and Konica have driven the service and machine prices down so much the only way to compete is to cut corners hence all this
    I agree but in my territory Xerox has been very guilty of driving down prices themselves. Often crazy prices to get big deals.

    I think come renewal time a lot of school boards and large govt's are going to see rising prices.

  6. #16
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    Re: The End of Xerox's ASP program

    thats probably because the others would do it if Xerox didnt
    in los angeles canon is at 2.5 cents on color service and machine prices at what xerox refurb units sell for
    only explanation is WTF

  7. #17
    Service Manager 2,500+ Posts
    The End of Xerox's ASP program

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    Re: The End of Xerox's ASP program

    Quote Originally Posted by azehnali View Post
    thats probably because the others would do it if Xerox didnt
    in los angeles canon is at 2.5 cents on color service and machine prices at what xerox refurb units sell for
    only explanation is WTF

    Color at $0.0250! Ouch!!! That is my breakeven cost!!! You just have to walk away from business that is silly putty.

  8. #18
    Sr. Service Tech 50+ Posts Murv's Avatar
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    Re: The End of Xerox's ASP program

    Quote Originally Posted by azehnali View Post
    the issue is really not xerox
    Canon Ricoh and Konica have driven the service and machine prices down so much the only way to compete is to cut corners hence all this
    Another part of it is that Xerox is shifting their service to a different model. For ASP's It was originally based on the Tektronix printer service model. Somewhat different beast.

  9. #19
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    The End of Xerox's ASP program


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    Re: The End of Xerox's ASP program

    It looks like cutoff date (to be able to order warranty parts or file a labor claim) is June 1, 2021

    Mark it on your calendar. R.I.P. Xerox ASP Program

  10. #20
    Sr. Service Tech 50+ Posts Murv's Avatar
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    Re: The End of Xerox's ASP program

    Quote Originally Posted by rockdude View Post
    It looks like cutoff date (to be able to order warranty parts or file a labor claim) is June 1, 2021

    Mark it on your calendar. R.I.P. Xerox ASP Program
    Yeah, they keep kicking the ball down the road. We were scrambling recently because it had been May 1. Came down from on high that the warranty part magic number after that is $300. Anything less and you have to buy it. 300 or over and Xerox will send it out. They sure aren't making it easy.

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