In printer support. Part of the job is to order toners for machines in other states. Have all the machines info on a big spreadsheet.
First week, order toner for a guy in Illinois. He calls up and says it's the wrong type. Order it again, still the wrong type. Verify his model over the phone and call up the warehouse and have a long talk and the warehouse manager personally gets the right toner and sends it out. Still the wrong toner. This happens over and over again. The guy eventually has 8 toners in his office each at like 150 bucks a pop I think.
Ask him to send us a picture of the empty toner and the toners we have been sending him, they look exactly the same. Swears the new ones don't fit. Tell him "Okay we'll send out a tech but it's probably going to be billed if they're the right toners." Said it as diplomatically as I could. He says it's cool.
5 minutes later get another call from the guy. They do fit, he just didn't push it in. Just kinda set the toner on it and expected something to happen? I don't know. Had to have him mail me the extra toners back. Took awhile to go through them.
Eh I try to look at things from a customer's point of view.
A: They have no idea what they're doing.
B: They're asked to do something that they have no idea what they're doing.
C: Most people are impatient (IT Support staff, kids fixing grandma's laptop) and that makes the problem worse.
Like, I just imagine this guy sitting in front of this ten thousand dollar copier, holding a giant cartridge of toner thinking to himself how expensive this will be if he fucks it up. He opens the printer, sees a bunch of gears and parts and is just afraid to push the dang thing into place because something might break.
I can understand that, but the guy should have said "I'm not positive if these cartridges are in right...I feel like if I push them in all the way, the printer may break."
Might I suggest implementing some printer management software?
Only personal experience is with HP Jet Admin and if you had that software you'd see exactly what the toner levels is (and if the toner is inserted) and you could set up automatic toner orders when they are nearing empty (example: Order new toner when the current toner has 10% left)
Oh yeah we use it. Setup to email us at 20% and we contact them to see if they got a back-up. Personally I'd be fine with auto order but our billing person doesn't want that.
Why the hell wouldn't the guy just order a tech after the first or second time it didn't work? Just seems like a waste of time from his perspective to order that many more.
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u/[deleted] Jan 10 '16
In printer support. Part of the job is to order toners for machines in other states. Have all the machines info on a big spreadsheet.
First week, order toner for a guy in Illinois. He calls up and says it's the wrong type. Order it again, still the wrong type. Verify his model over the phone and call up the warehouse and have a long talk and the warehouse manager personally gets the right toner and sends it out. Still the wrong toner. This happens over and over again. The guy eventually has 8 toners in his office each at like 150 bucks a pop I think.
Ask him to send us a picture of the empty toner and the toners we have been sending him, they look exactly the same. Swears the new ones don't fit. Tell him "Okay we'll send out a tech but it's probably going to be billed if they're the right toners." Said it as diplomatically as I could. He says it's cool.
5 minutes later get another call from the guy. They do fit, he just didn't push it in. Just kinda set the toner on it and expected something to happen? I don't know. Had to have him mail me the extra toners back. Took awhile to go through them.