Nobody Cares about Tech Support

Stora

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I'm a field engineer and was sent out to investigate a printer that was not printing, call said user had replaced the toner and drum unit but still got error messages on the printer.

Me: "You have marks on your drum unit, has this been changed ?"

User: "I don't know , the Manager is not in today"

Me: "Well you need to replace your drum, it is causing paper jams and black marks."

User: "Oh, the printer did have a flashing warning light saying it had a drum error."

Me: "You need to replace your drum."

User: "Do you have one with you?"

Me: "No, you need to order one from your supplier."

User: "Can't you do anything?"

Me: "You need to replace your drum."

At this point she signed my paper work and I went back to my car to call in for my next job.

Then she came knocking on my car window.

User: "I can't print and I need it to print today"

Me: "You need to replace your drum."

User: "so I can't print until I get a new drum?"

Me: "You need to replace your drum."
 

Kara Spengler

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I'm a field engineer and was sent out to investigate a printer that was not printing, call said user had replaced the toner and drum unit but still got error messages on the printer.

Me: "You have marks on your drum unit, has this been changed ?"

User: "I don't know , the Manager is not in today"

Me: "Well you need to replace your drum, it is causing paper jams and black marks."

User: "Oh, the printer did have a flashing warning light saying it had a drum error."

Me: "You need to replace your drum."

User: "Do you have one with you?"

Me: "No, you need to order one from your supplier."

User: "Can't you do anything?"

Me: "You need to replace your drum."

At this point she signed my paper work and I went back to my car to call in for my next job.

Then she came knocking on my car window.

User: "I can't print and I need it to print today"

Me: "You need to replace your drum."

User: "so I can't print until I get a new drum?"

Me: "You need to replace your drum."
%CORE-F-REPLACEUSER
 
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Me: "Well you need to replace your drum, it is causing paper jams and black marks."
Me: "You need to replace your drum."
Me: "You need to replace your drum."
Me: "You need to replace your drum."
Me: "You need to replace your drum."
:rimshot: :rimshot: :rimshot: :rimshot: :rimshot:
 

Kara Spengler

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You have to wonder how people like this even function. If your printer is not working what can you do? Maybe mail something key to kinkos and have them print it (for a fee) for you? Wait until tomorrow? Surely their manager has a second they can ask what the backup procedure should be.
 
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That assumes you can teach $USER to print to PDF or whatever shenanigans each program needs to make that happen. Setting them up with a backup printer doesn't require a competent $USER.
 

Khamon

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Printing has always been a PIA and for what, a printed copy, like we still need printed copies of stuff.
 

Argent Stonecutter

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No, it requires them having to know how to set up the new printer, or following instructions on doing so. GOOD LUCK.
The tech support guy was *right there* saying "you need a new drum" instead of suggesting workarounds.
 
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and these workarounds are ?
Well. This one comes to mind, assuming the drum is not something you can quickly acquire from OfficeDespot.

If there's nobody who can expense <$100 to get a cheap printer then it probably doesn't matter if the printouts are made that day. If it does matter, and there's nobody who can expense the cost of a cheap printer, the company's got bigger problems to deal with.
 
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What if she and the tech support person travel to the sound of a different drum?

 

Stora

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Well. This one comes to mind, assuming the drum is not something you can quickly acquire from OfficeDespot.

If there's nobody who can expense <$100 to get a cheap printer then it probably doesn't matter if the printouts are made that day. If it does matter, and there's nobody who can expense the cost of a cheap printer, the company's got bigger problems to deal with.

You can not go out and just buy/add other printers. It is for a large multi national hotel chain, every site has the same workstations and same network printers all under a hardware and service contract, anything else falls outside the contract. Bottom line is that each site have their own supply of consumables and should replenish these when they have been used.

I see this all the time. Managers forget to order consumables and think we carry a stock in our cars, so they log a hardware fault because we come out the same day.



But hey it's tech support so nobody cares right ?