Without a maintenance agreement it’s a hassle to have problems and then pay for the technician so I would like to point out a few things that will help. Copiers will break because of all the paper handling. The reason your printer never breaks is because it doesn’t do anything other than print. Therefore, I recommend a maintenance agreement if the budget allows. If you don’t have a maintenance agreement everything is billable if it’s not related to the previous service call. Plus, there’s usually a limited period on callbacks such as thirty days.

One thing that causes unnecessary callbacks is when the tech shows up and is given a brief explanation. Be as descriptive as possible. If the person having the problem went to lunch get her on the cell phone and ask for a detailed explanation of the problem. For example, if you tell a tech that the copier jams he or she will troubleshoot the problem. Something inside probably needs cleaned or replaced. Then they pack up and leave.

Let’s suppose the real problem is that the copier only jams when doing 2:2 duplexing. Many techs will not check that unless you mention it since it is one of many features on a copier. The copier may do non duplexing jobs just fine and not jam. This could create a callback and could’ve been fixed on the initial call had the tech known about it.

A good dispatcher will ask several questions before sending a tech. However, sometimes the receptionist is assigned to placing the call and when asked what’s wrong says “I don’t know; it just doesn’t work and I was told to call.”

Be as descriptive as possible. Is the copier displaying a code? Knowing the code ahead of time means the tech can look up the problem and bring along the part. So if you can’t leave your desk to view the code find someone who can. Most modern copiers will talk to you with codes so the tech knows what to fix. Also, be specific as to the part of the copier having the problem. Jamming in the Document Feed is real different than jamming in the copier. Jamming on the right side of the copier is very different than jamming on the left side of the copier where the fuser is. That’s usually where the paper comes out.

Lastly, use paper and labels for copiers and laser printers. Please do not put inkjet paper in a copier. It can mess up the fuser. You are probably doing all these things already but hopefully you picked up at least one new idea.

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