Poll: How often do your staff break copiers such that an engineer is required?

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Hardware Thread, General Photocopier reliability and break / fix times? in Technical; How frequently do your staff break your copiers to the point an engineer needs calling out? How long is it ...
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    General Photocopier reliability and break / fix times?

    How frequently do your staff break your copiers to the point an engineer needs calling out?

    How long is it before an engineer arrives and fixes the problem?

    Anything they should be able to clear themselves (paper jams) doesn't count.
    Last edited by pete; 15th November 2011 at 12:58 PM.

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    Ric_'s Avatar
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    Where I used to work we used Konica Minolta machines... everything was under a single contract (printers and MFDs). Standard response was 4 working hours and they generally fixed things that visit. I was pretty impressed... especially for the price.

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    Quote Originally Posted by Ric_ View Post
    Where I used to work we used Konica Minolta machines... everything was under a single contract (printers and MFDs). Standard response was 4 working hours and they generally fixed things that visit. I was pretty impressed... especially for the price.
    Snap - We have 4 hour call out on all MFD's and also just got an @remote System setup so that things such as engineers/toner requests are sent out automatically when the photocopier knows there is a fault.

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    cromertech's Avatar
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    We have a 24 hour response I think but the engineer lives in the area so just calls in on the off chance sometimes. Usually he has to do something but I think it's more the reliability of the photocopiers than the staff.

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    SYNACK's Avatar
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    Depends heavily on the brand and age too, we had a stack of older Xerox copiers that broke more often than not but we replaced them with new Ricoh machines and they have been reasonably rock solid.

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    Ricoh here with 4hr callout and they've been pretty good. Had the engineer out for the first time this week (got them in August), and that was because the waste toner bottle needed emptying (not a user replaceable part on our copiers!).

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    Forgot to mention ours are now 4 years old. We will be replacing in april!

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    Oce copiers here (now canon I believe) and our staff find all ways possible to break them or jam them and leave them without telling anybody.

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    Same as Sylv3r if they can find a way to screw them up they will.

    Ben

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    Toshiba with us and doing fine, main print unit is well over 2.3M copies now and has had a few moments but our supplier, The Arena Group, have been excellent and have got it into great health again.

    Staff generally jam the ones they use often but its poor usage in most cases I find. Engineer is usually 6hr response but often much better no complaints from us.

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    I was a Rank Xerox engineer in the 70s. Then a photocopier was good if it went 2000 copies between callout and each machine was monitored for the number of copies it did between failures. My father in law was the bursar at a tech college a few hundred yards from where I lived and they really clobbered their copier. However, It's failure rate was very good because he'd get me to go in after work if there was a problem, which I never logged. But it always went wrong at lunchtime on a Friday. I'd have a freebie lunch in the staff canteen, give the machine a quick clean and then go home knowing he'd cover for me if the office called.

    All the engineers hated schools because very teacher seemed to think they could fix anything that went wrong. Apart from any other damage, their repair work always included scraping half the selinium off of the drum.

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