 Despite much talk of the paperless office, our experience is that printers still play a pivotal role for many businesses. They are used to generate invoices, payslips, dockets or barcodes which often have to be produced to meet a deadline. We appreciate how frustrating it can be if a printer isn’t available when you need it to be.
In order to get your printer up and running our repair philosophy has been designed to achieve a 100% first time fix.
Problem Determination: (The PD Department)
When a call is logged a call controller will look at the response time. If an engineer is free then they will arrange for an engineer to attend that day. Otherwise the call will be passed to our problem determination team. This department consists of experienced printer engineers whose job it is to assess the call and to determine what parts may be necessary to repair the printer on the first visit.
They also have access to our technical library which contains a manual for every printer model that we support. If they require more information, or think that it can be fixed over the phone then they may contact the user to discuss the problem in greater detail. If the PD engineer believes that parts may be needed then these will be ordered so that they will be available for the engineer on his first visit.
Please note that if you are using our service on a chargeable repair basis then you will be quoted before any parts are fitted.
Ship Kits:
We also have over 200 ship kits for the most common printer models that we support. These flight cases contain all the most likely printer spares that we believe are necessary to repair a printer on the first visit. Our service management system is able to build an accurate picture of which spares are most likely to repair a printer model. We use this information to continually adjust our stock levels in the kit.
The result is a service that achieves a 95% first visit fix rate on focused machines. |
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