Total Call Program

Copier & printer Service Excellence guidelines.

Service Excellence

Our fleet of professional and highly trained service technicians follow thorough preventative maintenance guidelines as well as providing excellent customer service.

Initial Call Response

Call your customer as soon as you receive the call. Greet them with professionalism and courtesy.
Have the customer explain the problem. If a phone fix is not possible, give the customer an ETA for when you will arrive to fix their machine.
Confirm the ETA will meet their needs. If not, take other actions that will.

Greet The Customer

When you arrive, identify yourself and request to speak with the key contact or operator. Ask the customer for the specific problems they have encountered with the machine and request sample copies of the problem. Have the customer demonstrate if possible.

Proactive Maintenance

Clean the machine from top to bottom. Clean the optics, optics cavity, inside the copier. Ask for permission to run the vacuum and vacuum toner spillage, paper dust, and all paper paths.
Restore corona wires and ensure proper wipe down of all internal components. If machine has charging rollers, wipe them down with a lint free cloth.
Clean/check/replace - fuser/fixing unit bearings, bushings, thermistors, rollers, oils, and web. If web needs replaced, reset the counters if necessary. Inspect for wear at the cassettes, bypass unit and all related rubber parts. Inspect blanking lamps and LED unit. Check the developer unit roller, seals, spacers, and bearings. Inspect the cleaning unit blade and seals.

Accessory Check

Check/clean/replace paper deck rubber. Document feeder feed roller, separation belts and DF belt. Check proper height adjustments, skew adjustment, 1&2-sided operation, sorter/finisher bins, rubber, proper shifting of bins, stapler, staples and staple positioning.

Post Operation Testing

Run test copies. Check for proper quality, even density, registration, lead edge and side blanking. Adjust when necessary.
Check the operation and features of all cassettes, bypass, paper decks and finishers. Run two-sided mode. Identify that all areas of duplexing are functional. Match up the original test copies with your final test copies. Make note of the improvements.
Clean all covers inside and out of lubrcants, smudges, tone, glue etc. Inspect area around machine for cleanliness. Pick up any mess you may have created while servicing the machine.

Call Closure

Fill out the service log and all paperwork relating to the machine repairs. Inform the customer of your completion. In simple terms, explain what was done to fix the problem.
Have the customer test the machine with an original of their choice. Make sure they are totally satisfied.

Special Customer Tips

If a service call is incomplete and requires more time, let the customer know what is needed and an ETA of when you will return. Follow-up with the customer as needed to keep them informed of any changes that may impede your return.
If a field manager or equipment specialist is needed for assistance, begin proactive maintenance procedures; this will save valuable time when assistance does arrive.
Follow-up if needed. A quick call to a customer to make sure everything is working well is considered "Service Excellence".

For more information

about our copier and printer services, click here.