Canon 6000/7000 Blues - A Local Problem or National Problem?

[JMSDP]

I have a Canon 6000VP. I am a small digital printer and I rely on it heavily.

I have posted before about my miserable experience with the service as it relates to this machine and have recieved many supportive posts and emails. Many of these, have a common theme: there are many unhappy Canon 6000/7000 owners out there.

To be fair, I actually think the machine itself is pretty good. When it is running properly, I am proud to sell the output. The major issue has to do with service. When my machine goes down, the folly begins - untrained/lazy techs, no parts, and incompetent service management. I am often down for multiple days.

I am in the DC area. Canon USA is my service supplier.

I am trying to determine if this is a local problem or a company wide problem.

Can people in other regions give me their input? Is the service team working with you living up to your expectations? Am I the only Canon 6000 / 7000 owner singing the blues?

[vwrome]

Speaking from the service end. I myself find this to be unacceptable. I myself would be searching for a better service provider. Ikon/Ricoh is the best and is only getting better.

[X33]

Ikon/Ricoh is the best and is only getting better.

Based on what?

[mikeatlbc]

Speaking from the service end. I myself find this to be unacceptable. I myself would be searching for a better service provider. Ikon/Ricoh is the best and is only getting better.

What a useless comment.

[simpleprint]

I REALLY hope this isn't what I think it is, and if so I REALLY wish PrintPlanet.com would implement some regulations about this kind of thing.

"vwrome" if you are a Sales/Service representative please be courteous enough to identify yourself in your signature. If you're a happy customer, please be courteous enough to share your experiences.

[nhprinter]

I REALLY hope this isn't what I think it is, and if so I REALLY wish PrintPlanet.com would implement some regulations about this kind of thing.

"vwrome" if you are a Sales/Service representative please be courteous enough to identify yourself in your signature. If you're a happy customer, please be courteous enough to share your experiences.

Look at his previous posts and that will give you your answer.

Hint: He seems to like Ricoh

[Happyprinter]

I do not believe that your issues are isolated. When we first started purchasing Canons many years ago we have seen a tremendous downhill spiral in service and parts. Originally their service and response times were great. But over the past year especially, we have noticed that our parts are very slow in getting here. And when you speak to Canon, their attiude towards customer service isn't very good. It's to bad, they used to be a great company. But, I suppose all companies at one time or another experience the same shortcomings when it comes to customer support. I know from past experience that we have had the same problems, at different times with Ricoh, Xerox and Minolta. I guess the key is to get a great guarantee before purchasing, IN WRITING, and then hold their feet to the fire. I know this approach has worked great for us. Good luck.

[billyinlasvegas]

The issue might be Canon.

When I was in the market for a new digital press I went to a demo of a Canon 6000 and the machine just didn't perform well and both the sales and tech people insisted that the equipment was performing just fine.

And for the Ikon guy, I thought Ikon didn't sell Canon any more...

[Happyprinter]

Ikon is still servicing some of the Canon units. They are servicing ours until the end of the year.

[Digitalkidd]

I am a production manager in a Florida digital shop and we have had a 6000VP for about 9 months now.
It ran perfect for the first 6 months and we run it hard. That is about the time the Dev units and parts start to wear out. From that point on it's been find and replace. We carry our service through Zeno and have an excellent service tech that really looks out for us. That's not to say we don't experience some issues, but I'm answering the original post when I say it's up to your senior service tech to fight for your parts and you to put the pressure on him when your down. Now having said that I know the techs actually get sudo charged for the parts and they get graded for up time and part use. I have found that creating an honorable working relationship with my senior service tech has really helped me when I do have a service need. Have the service tech show you how to get into service mode and show you the parts and consumable meters. When they get close to 100% usage give your senior tech a call and give him a heads up. He'll appreciate it and will most likely make sure your parts will be there when needed. These service guys are busy and we all share some responsibility when it comes to keeping our machines up. Good Luck!