How to be a winner with every Designjet service and repair!
17 December 2013
We deal with thousands of customers who need a Designjet service or repair. Sometimes we wish we could wave our magic wand and have everyone understand our business. This would enable them to get the best results each time; their repairs would cost less and they'd get up and running more quickly. Here we explore matters from our perspective:
1. The Decisive Person "It just needs a service"
We ask ourselves - is this a very experienced former engineer - or is it someone who's got a problem with their printer and actually needs a repair (but is just calling it a 'service'). A service is not a repair. Very few of our customers suddenly think 'I want to book a service'. It's normally a knee-jerk reaction to a printer problem that they can't resolve themselves.
So...if you have a problem with your printer be upfront and say 'I have a problem' rather than stating all you need is a service. Then explain what that problem is. Far from reducing your bill by calling it a 'service' what happens is that an engineer goes in with perhaps just a carriage belt (the main item that fails) but expecting no parts will need replacing. Then they are suddenly confronted with burnt out motors, error codes, broken handles, loud clunking noises etc... These are significant issues that point to a need for replacement part(s). Alas, this means that if the engineer doesn't have the parts on his van stock your printer will be out of action for longer and you'll have a revisit charge which might have been avoided!
2. The Impatient Person: "I need someone NOW!!"
We'll always do our best - but you'll find that most engineering companies also support a large number of contract customers who pay for a guaranteed response. These customers will always have priority over any customers who don't pay for this service - it's only fair afterall! If engineering companies can fit you in around their contract customers they will always try - but if they can't you will have to wait. If a printer breakdown is a catastrophe for you then we would always suggest taking out a Support Contract so that you aren't waiting at the back of the queue.
3. The Money No object Person: "I don't have time to discuss the problem - just come out please"
Not a problem - we appreciate you sometimes don't have time to talk. We can always prepare an estimate covering callout and labour and then advise you if any parts are required once our engineer has had an opportunity to assess the fault onsite. This may cost you more in the long-run, since we may need to revisit to fit the required part. You may also want to consider a Support Contract if your need is urgent.
4. The Misinformed Person: "The printer is less than a year old and it has a problem..."
Let's stop right there. While we'd love to quote you for a repair we won't do it - because we're much too honorable. We'd like to remind you that HP provide a warranty on all new printers - some printers have 1 year warranty and a certain few offer 2 years warranty. If your machine is still under warranty simply phone HP and they will fix your problems under the terms of the warranty free of charge. If there is a reason why you prefer to talk to us instead of HP then of course we will help.
5. The Incredulous Person "Why do you have to revisit with a part?"
Some customers assume that since the printer model was provided at the outset, the engineer would 'naturally' be attending with all parts for that printer. Wrong! Sorry - and it's not because we're inefficient or lazy. If you can imagine: our engineers drives a typical service van and attends around 4-6 jobs per day (allowing for 1-2 hours on site per job including travelling time). If you can then picture the size of the large format printers and imagine squashing 4-6 large format printers into a standard service van, you'll understand that it's not possible to carry all parts for every printer each day (in fact they'd need several vans trailing behind them!). This is why it's important to understand the fault before we attend site, so that our engineers load their vans with those parts which are most likely required to repair the fault. Our aim is to get you up and running first time so that you'll come back to us the next time you have a fault.
6. The I want it for FREE Person: "you repaired it 8 months ago, and it's broken again"
Like many engineering companies we charge on a time + materials basis and guarantee the workmanship for a month (and all HP parts for 3 months). After this you have to pay for any additional service or repair costs. One important thing to look out for, from your point of view, is that Designjets can last many years without any faults and then suddenly the maintenance kit items (a set of 6-8 parts which HP know will wear and tear with use) will start to break in succession. if the belt breaks one month and then another part breaks a few months later you should consider getting the full maintenance kit replaced - otherwise you may find a flurry of engineering visits occuring over a relatively short period which will cost you a significant amount in both engineering labour and parts. Purchasing the maintenance kit upfront may save you approximately £200 when compared against buying all parts forming the maintenance kit individually.
THE 9 THINGS THAT SOME PEOPLE FORGET TO DO
(that could mean an abortive engineering visit or revisit):
- Find out the proper Printer Model or Fault - both are necessary. The model number ensures we attend with the right parts at the correct size, suitable for your specific printer model. Never guess the printer size (A1 or A0), just provide the model number so it can be crossed referenced to save a wasted engineering visit. As a tip if you can use media 36" wide or above you have an A0 printer.
- Forget to be on-site - even after the engineer phones 'on the day' to set an ETA - a wasted call is a billable call!
- Forget to mention any obvious damage to boxes of parts/consumables shipped to you directly. Don't sign for anything delivered by couriers where they have been damaged in transit. Better to state 'shipment arrived damaged - contents unchecked'.
- Forget to have mains power and/or a light source in order for the engineer to carry out the repair
- Forget that the printer needs to be accessed easily - the engineer needs the ability to work all around the printer with sufficient access
- Forget to have ink, paper and printheads for the engineer to do test prints (we do remind you of this!)
- Forget to mention any parking restrictions - the engineer sometimes needs to carry a number of spare parts which can be unweildy and difficult
- Forget to mention the printer is kept at a different location or site
- Offer the engineer a drink, show him the toilets and show him the fire point in the event of a fire
