Has Anyone Sued Their Digital Press Manufacturer for Downtime?

[Printservedigital]

Yes, I always had to put right what our supplier techs made wrong each time they did a service.

Disintegrating rubber roller paper grippers, loosened gripper arm unit, poor star quality where their perceived laser power and pwm adjustments are just a few to mention.

I'd suggest to any company to get their own techs and get them trained on the kit they buy.

[printgirl]

I know Canon has a kit you can buy, I think it is pretty cheap... may be worth getting if this service issue is destroying your business.

[Dean Alan]

Customer Expectation Document. With production equipment most companies including Canon Business Solutions require the customer to sign this document before processing the sale. However, many sales people don't bother and the order processing people let it go.

[X33]

With the exception of 1 post, has anyone else noticed the lack of presence by those representing manufactures/dealers? It's funny how they are the first to jump on the topic and blow about how good they are but when they are getting slammed (rightfully so) for piss poor service/equipment they mysteriously disappear???

I think it's hard for any vendor to comment generally on service, as every situation is unique especially depending on geographic location. Service in Los Angeles is different from service in Houston, and is different from service in London.

with all brands, you'll find happy and unhappy customers. The "perfect machine" does not exist, nor the "perfect operator", nor the "perfect paper", nor the "perfect environment", etc.

[Julio]

It is reasonable to expect any manufacturer to fix their equipment when its broken - thats basic support. It is reasonable to expect the manufacturer technicians to be knowledgeable in KNOWN ISSUES and work to resolve those that aren't.

After contacting Kodak for a problem with Creo equipment all too often the tech finger points - some claim to be 'experts' - and doesn't solve the problem. I ask other printers and even google for solutions only to find out its a KNOWN ISSUE.

I think my expectations are reasonable.

[Craig]

X33 I personally don't think it's asking too much for a vendor to have a representative at least show some concern with regards to others issues. I will also be the first to say that many issues are brought on by the operators or environment, not necessarily the equipment. As a customer it feels like we are left hanging to dry all too often!

[Happyprinter]

I really hoped that one of the positive things that would come of this economic slowdown would be that companies would step up on their customer service and try extra hard to keep customers and to resolve customer complaints and concerns. Unfortunately my experience has been, that for the most part, they still are operating under the mentality that business is great and they can treat customers anyway they would like. Sad isn't it when we spend the money that we do on equipment, that we are not even recognized by them for what we are, their bread and butter.

[printgirl]

I am doubting that some rep or tech can just shoot off solutions or suggestions on a site like this. They probably are bound to deal only with issues that are local to them. In big companies like Kodak, Xerox, Canon I am sure its not always so easy to find the right solution every time.

They are accountable to their company and print providers, for the most part are only accountable to themselves. Heaven forbid they post something wrong that could cost their companies a law suit or get them fired.

It would be nice to have a rep that has complete control over the entire process and be a perfect 10 on technology issues as it would be in their best interest to be. Unfortunately, they just don't.

[UberTech]

I really hoped that one of the positive things that would come of this economic slowdown would be that companies would step up on their customer service and try extra hard to keep customers and to resolve customer complaints and concerns. Unfortunately my experience has been, that for the most part, they still are operating under the mentality that business is great and they can treat customers anyway they would like. Sad isn't it when we spend the money that we do on equipment, that we are not even recognized by them for what we are, their bread and butter.

The problem with the economic downturn is that companies are sacking people and expecting more from what is left without the perks they were accustomed to in the good times. Managers are applying pressure on reps and techs are treated like liabilities. If you are treated like crap then why would you consider for a moment to go out of your way for anyone else? Don't get me wrong I would go out of my way for my customer, my workplace however, could burn to the ground for all I care.

[Craig]

Uber, I would actually get a KM device if I knew there were techs like you in my area! You and I have had mixed words, but I respect the fact that you always seem to go the extra step for us (owners). It very unfortunate that the manufactures are more worried about getting the latest and greatest box released and seem to care very little about what happens after they actually sell it. We get stuck with the issues, not them!