The Great Xerox Disaster
August 03, 2018 09:46 Book stuff | Food for Thought
Looks like customer service and retention are a thing of the past!
As a publishing company, we have and use constantly two printers from Xerox. Not the kind of printers you may have for home use but big monsters. One printer can send faxes, scan, and make copies also. And that is the one that went down.
We have a service contract on our printers and that also covers our great technician, Christian, to come in and help when needed. We have only high marks for him. And, the reason we have two printers is if one goes down we have a back up. Boy, did we need it!
The printer started having trouble in June- Christian came in, and after replacing various things it was obvious the printer had died forever. Christian ordered a new printer, covered by our service contract, on July 3. This was the second time we had to replace the printer and that was no picnic. The service contract means that if the machine has any problems or has to be replaced it is FREE! We are talking thousands of dollars. It took until July 30, 2018, to get a new printer – almost 2 months!
Xerox sent many emails and one snail mail about us receiving the machine and how did we like it – except we hadn’t gotten it. Xerox had no idea where their machine was. The excuses I have heard for Xerox: had to build a new machine (it is Xerox – don’t they have machines and why does it take almost 2 months to build a machine? Did they have to read a manual to learn how?), it wasn’t a priority to fill an order for a service contract customer, and the paperwork got lost at Xerox- sad!
We have our machine – FINALLY! And a lesson to live by – ALWAYS HAVE A SECOND PRINTER IN CASE ONE GOES DOWN!
PS. The shipping company that was SUPPOSED to call first when they picked up the machine – DIDN’T!! They showed up unannounced at 8:15am. When I said, - what the hell? – they said our bad – we should have called. DUMB AND DUMBER!!!!!!
Barbe Awalt
We have a service contract on our printers and that also covers our great technician, Christian, to come in and help when needed. We have only high marks for him. And, the reason we have two printers is if one goes down we have a back up. Boy, did we need it!
The printer started having trouble in June- Christian came in, and after replacing various things it was obvious the printer had died forever. Christian ordered a new printer, covered by our service contract, on July 3. This was the second time we had to replace the printer and that was no picnic. The service contract means that if the machine has any problems or has to be replaced it is FREE! We are talking thousands of dollars. It took until July 30, 2018, to get a new printer – almost 2 months!
Xerox sent many emails and one snail mail about us receiving the machine and how did we like it – except we hadn’t gotten it. Xerox had no idea where their machine was. The excuses I have heard for Xerox: had to build a new machine (it is Xerox – don’t they have machines and why does it take almost 2 months to build a machine? Did they have to read a manual to learn how?), it wasn’t a priority to fill an order for a service contract customer, and the paperwork got lost at Xerox- sad!
We have our machine – FINALLY! And a lesson to live by – ALWAYS HAVE A SECOND PRINTER IN CASE ONE GOES DOWN!
PS. The shipping company that was SUPPOSED to call first when they picked up the machine – DIDN’T!! They showed up unannounced at 8:15am. When I said, - what the hell? – they said our bad – we should have called. DUMB AND DUMBER!!!!!!
Barbe Awalt