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3 Days !!!! You call that Service? Really?

February 14, 2013

Last week my company installed a new Canon Color ImageRUNNER-Advance into a relatively small transportation office (2 floors). We were swamped with two SEs out, one at UniFLOW school and another on vacation. So I dd the install. It was pretty straight forward. The only issue is when I initially brought the Canon online I choose DHCP, and it self configured it’s IP info. I then proceeded to “ping” the ip address that the customer had gave our sales person to be assigned to their new Canon. Unfortunately when I pinged that address IT RESPONDED! If that doesn’t mean anything to you, then you shouldn’t be setting up MFDs on customer’s networks. So I pinged an ip address that  believed would be outside of the DHCP scope that did NOT respond, and I manually assigned it to the new Canon.

I set up the Canon on the network, got all the PCs printing and then the Office manager asked me to set up the Scan (Send) function.  I pressed the Send Button and the touch screen said “This function requires optional equipment”, UGH, The sales person thought this model had Universal Send as a standard feature, It didn’t. Not that big a deal, now a days if you want to add a function to a Canon ImageRUNNER-Advance MFD all’s it takes is a license code! Which IMHO is the way it SHOULD be. Manufacturer your MFDs with all the functionality that they could need and then release the optional functions with license codes.

So I told the office Manager that our sales guy would order the license for Usend (Scanning). She was NOT happy and said that this must be setup before the end of the week, then said, NO, by Thursday, because I am off this Friday and She wanted this completed before she went on vacation. We rose to the occasion. I called my sales guy and and he got the licensed code ordered, Our operations manager pulled them from our inventory (Yes, we actually do stock inventory) and he scanned them to my email address. I received them on my company iPhone. I know, how pretentious, but how FUNCTIONAL!!!!

The next day (Wednesday) I was back onsite, and  installed the Usend \ Scanning license code, and rebooted the Canon MFD. It came up with the scanning functionality that the customer requested. Before I left on the first day, I looked at the old Lanier MFD on the second floor, and made note of the smtp (email) settings. Since I had worked for “Ricoh Business Systems” for two plus years I knew how to get this info. A Lanier is just a relabeled Ricoh. I was able to get all the info I needed to set up the Scan to Email EXCEPT the password for the User account used for SMTP Authentication. But, I had spoken to the IT support, by phone. Remote IT Support is more and more common today. But when I spoke to him I told him that I would need the password for the Account that was being used for the SMTP Authenticationon the upstairs “Lanier”. He assured me he would get it for me before i returned.

So, I show up on Wednesday, pull up the email from my Ops manager and keyed in the license code for Usend, reboot and I have a scanning MFD. I configure all the settings except the password for the SMTP authentication account. The office manager called their remote IT Support and he gave me the password for the SMTP Authentication account. I entered it and the Canon was Scanning to email. Cool! All was working as advertised!

But I got a call from the Office Manager and she was in a bit of a panic because NOW her Lanier on the 2nd floor Scan to email stopped working  (She said)  when we set up the Canon. Coincidence? I don’t think so. Do you know what happened? Yep! The “remote” Network support person didn’t know the password to the account that they were using for SMTP authentication. So he just changed it. That’s OK for me and my new Canon MFD, but not so good for the old Lanier upstairs. When I spoke to the office manager she was in a bit of a panic because of who sits upstairs (The principals of the company). And now they couldn’t scan to email (unless they went downstairs to the Canon). Now I could have said that this was NOT MY PROBLEM, because it wasn’t my MFD that could not scan to email. But that is not how NECS does business. So when the office manager called me in a panic, and said that she HAD called Ricoh and they told her that their SE would NOT be there for 3 Days, REALLY 3 Fricken’ Days!!! I decided I would work with her, over the phone to try to walk her through how to fix her Lanier MFD that would no longer scan.

Since the Canon can now scan and the Lanier use to be able to scan, there was no doubt in my mind that the remote IT support person had simply changed the password to the account they used for smtp authentication. So I leveraged my time at Ricoh to walk this nice woman through the process of how to change the password of the smtp account. And she tested it and the Lanier now could scan to email again. Yet Ricoh said that she wouldn’t see an SE for 3 DAYS!!! If you ask me THAT IS WHAT SERVICE IS ALL ABOUT! Service is a promise! It says “We will be there when you need us”! In my opinion Ricoh didn’t uphold this promise, and NECS did, even when it wasn’t our equipment. Why? Because we hope this will matter to the Office manager the next time they order equipment, like when they need to replace the Lanier MFD on the 2nd floor. I hope they remember the difference in support when the time comes. Because I am sick of having to compete with the Bottom feeders who are always cheaper than I am, but who make the customer wait 3 days, yes, 3 FRICKIN DAYS!!!!!! to fix something that I can fix over the phone. The question I have for you, is put yourself in the shoes of that Office Manager, with YOUR Principals pissed off at YOU because their old MFD can no longer scan to email. If you were that office manager would you want:

A. a Service organization that tells you they will be there in 3 Days, or

B. a Service organization that calls you back, and walks you through the process over the phone of how to fix the COMPETITORS MFD!!!!!!!!!!

Of course you want “B”, but the question is, will you pay a little more for it? Because we will NOT BE THE CHEAPEST! But WE WILL BE THE BEST VALUE!

The above incident illustrated How!

That’s My $0.02
Vince McHughVince.Mchugh@NECS.BZ
WWW.NECS.BIZ

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2 comments

  1. I second your assessment about building MFDs with all the functionality available then releasing it as customers desire. I am very pleased that Canon has decided to go this route as it has made things much easier on installers. I applaud your effort at great service as it is truly lacking in the industry.


  2. Congratulations on a job well done. Three days is very good to get that going, I find it annoying when the clientvwants more then they have purchased at the time of installation. but it is what it is



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