Case Study: Why you use an Authorized Dealer
…they were having issues configuring printing and scanning.
We once had a customer call us and ask us to help them setup their copier for them. They purchased the Xerox Workcentre 7225 copier off of a popular website (Amazon) from “a seller”. It all started when they were having issues configuring printing and scanning. This is a common issue, even with customers that lease copiers from us.
We do not have many help guides written for the old WorkCentre 7225, so one of our managers offered our configuration services to them and they decided to go for it. The manager launched a remote session into the customers computer to assist in the configuration of the unit (this is the same procedure we use when on-boarding a new customer.) The setup process was going smooth and everything seemed to be working well. Until the manager hit a roadblock – the customer had a MAC and was getting “The job was not printed because the PostScript option is not enabled”. Uhoh – you may understand what this means from our Abode Post Script error post over here.
After wrapping up what setup process we could (scan setup, email setup, and print driver setup help), the manager informed the customer that they needed a post script kit in order to be able to print from the MAC. The manager was also going to check if a Xerox maintenance plan could be added to the device.
A few days later it was determined by Xerox that :
The provided s/n is not in our service entitlement data base. If the device was purchased from an authorized channel distributor or from the Wilsonville dealer desk, please forward the invoice of purchase for further review. If it was not, it would not be eligible.
This means that this device was not purchased from an authorized dealer and can not have a service plan protecting it. Why is a service plan on a copy machine important? First and foremost – service plans save you money. The cost of one regular capacity toner is around $100. Then, if something breaks to get it repaired – your onsite labor time STARTS at $125 /hour. Under a Xerox service plan, all of that is covered.
Explaining this to the customer is not something we like to do. Even though they didn’t get the copier from us, they are still our customer and not having a service plan could be a recipe for disaster.
After this, we spent the next few days trying to track down a Post Script for the customer. Finally, after talking to all our vendors, we think we finally find one and attempt to order it. Only to then realize that the customers WorkCentre 7225 needed the chip version of the postscript kit, and not just the activation code.
Unable to locate a Post Script kit, we proposed a brand new copier to them, with a maintenance plan, TO PURCHASE. The price was under the cost of the one they purchased off Amazon! With this info, the customer attempted to see how to return a copier back to the seller on Amazon. Quickly they found out that they would have to hire a freight company to ship it ($350) and pay a restocking fee ($600). This was 1/3 of what they paid for the unit in the first place.
In the End – They decided to keep searching for a Post Script kit chip to enable Printing for their MACs.
Why you use an Authorized Dealer:
Manufacturer Service Plans Available
Higher Level of Customer Service
Wider range of Knowledge and Service Experience
Upfront, and Honest Communication about your Copier
Hi there, We are USACopierLease.com.
Upgrading your perception on how you lease a copier.
Want to lease a new Xerox Altalink that comes standard with a Post Script kit for MAC printing?
ABOUT USA Copier Lease
USA Copier Lease is an exclusive Xerox dealer and our clients are across the United States.
We can service and support your Xerox devices anywhere in the United States with a guaranteed same day / next day on-site service guarantee.
In addition, to learn more about how USA Copier Lease can help your organization assess your existing copier leases or provide a quote for new copier, call (800) 893 1183 or send an email to email@example.com
If you have read this far and are an IT organization looking for a Xerox Partner to pass referrals to, Contact us. We provide great incentives for copier referrals past.