Has Anyone Sued Their Digital Press Manufacturer for Downtime?

JMSDP · #1 (**permalink**) 02-01-2010, 10:10 AM

I am a small all-digital printer.

My main production press is a CANON 6000VP.

IT IS DOWN ALL THE TIME - often for multiple days. My business is being destroyed by the incompetance of Canon's technicians, their service managers and their inability to get parts. I am missing deadlines every day.

Has anyone filed suit against a digital press manufacturer for non-performance or excessive downtime? Do we have options to recourse for their horrible service? They don't seem to care that they are putting me out of business.

I appriciate any advice that you can offer.

LoneGoose · #2 (**permalink**) 02-01-2010, 10:21 AM

I would love to follow your story if you go through with that!

We have almost (doesn't sound quite as bad as yours - but almost) the same story with a NexPress. Have resolved recently to start logging every fault and every minute of downtime / waiting / repairs etc. so we have some hard evidence if it ever comes to that.

Craig · #3 (**permalink**) 02-01-2010, 11:03 AM

Almost had to with Canon as well on a CLC4000. Good luck, although you should have a CED that will lay-out just how much downtime you should have. One thing you MUST make sure is that your environment is suitable for the device. If you don't have the proper temp and humidity you may not have a leg to stand on.

LoneGoose · #4 (**permalink**) 02-01-2010, 11:15 AM

It might be an Americanisation, or I might just be slow (which is the more likely case) when it comes to acronym's, but what does CED stand for? It's obviously the service contract; just don't know what it's short for.

gordo · #5 (**permalink**) 02-01-2010, 11:16 AM

I believe that a number of years ago the Chromapress Users Association sued Agfa. Is there a Canon users group? There's often more power in groups than in individuals when it comes to resolving issues.

best, gordon p

LoneGoose · #6 (**permalink**) 02-01-2010, 11:21 AM

There was a similar thread here:canon 6000vp from 2008... is an 'age-old' story, it seems!

lfelton · #7 (**permalink**) 02-01-2010, 11:46 AM

Quote:

Originally Posted by JMSDP

I am a small all-digital printer.

My main production press is a CANON 6000VP.

IT IS DOWN ALL THE TIME - often for multiple days. My business is being destroyed by the incompetance of Canon's technicians, their service managers and their inability to get parts. I am missing deadlines every day.

Has anyone filed suit against a digital press manufacturer for non-performance or excessive downtime? Do we have options to recourse for their horrible service? They don't seem to care that they are putting me out of business.

I appriciate any advice that you can offer.

I second Lonegoose; make sure you document every problem in detail. Fault description (include whether repeat of previous fault), time call logged, time engineer attended, time on site, engineers description of problem.

Some years ago we had a total lemon Xerox machine, I mean literally sitting in bits for weeks on end, over and over again. We kept good records, but were getting nowhere with the local Xerox team for months. I demanded a meeting with the region's service manager. We sat down and he started going through the service history print out. Cut a long story short, Xerox had recorded only a fraction of the actual down time. Once I showed him our detailed log, the story and whole tone of the discussion changed _completely_ and we had a TSG (complete swap out for another unit) authorised and on the way in a couple of days. The replacement machine was brilliant and the relationship with Xerox much better after that.

So my advice: make sure your down time is recorded by you, then bypass your local team and demand a meeting with a senior member of staff at Canon, with the ability to make decisions.

Craig · #8 (**permalink**) 02-01-2010, 01:49 PM

CED = Customer Expectations Document. I know for sure they have one for the 7000VP (I have read it), I would only assume they would for the 6000 too. This will outline in great detail what the machines capabilities are. You should have received this document at a minimum of when the machine was installed, I got mine from Xerox before I signed the contract.

dabob · #9 (**permalink**) 02-01-2010, 03:52 PM

I didn't have to sue the "name deleted due to settlement agreement" but the story was . . . I ordered a remanufactured press (not a copier(hint)) and when it arrived on our floor it was obviously not in the condition you would expect for a remanufactured version . .. ink/toner splattered all around on the inside - the counter top was not finished etc etc etc. . . . on top of that it wouldn't run. Now this was a replacement for the same model the leasing co had just taken back so its not like it was new to us. Like the previous post say document document document everything!!!

Lost jobs, jobs that lost money, total down time, waiting time for response to service - everything - the most damning evidence that I had was a year to year comparison shown that for a specific time period a year before we did X dollars of work on the press and that this year was 10% of X. (figures are for demonstration purposes only)

They flew a technician in from overseas eventually to rebuild the press on our floor . . . more down time.

In the end if you collect enough damning evidence they will negotiate with you . . . don't back down and if necessary . . mention the internet and the power of easy information dissemination. One honest bad review can equal thousands in lost revenue in the long run . . .

I had personally purchased the press and leased it to my corporation. I got my lease income in a check was for three or four months and then the company got a credit against their service contract billing for, as I recall, 12 months . . so while it was painful we at least came out of it only hurting a little.

Good luck - and document everything

Happyprinter · #10 (**permalink**) 02-01-2010, 05:36 PM

We experienced the same problem years ago as Ifelton writes about with a Xerox Majestic machine. It was a lemon. Never ran. Brand new machine. Xerox service techs. tried for months to get it to work but to no avail. After alot of lost time and money I finally had to call the regional office and with my attorney we were able to get them to honor their "Replacement Guarantee", and to compensate lost earnings. The advice given has been great. Document and if they still will not cooperate, nail em to the wall. When any company makes promises that they will not keep, or sells faulty equipment and will not service properly, bottom line is , they deserve and need to be held accountable. Although I personally do not care for Attorneys, occassionally they are a necessary evil. As a parting note, I believe you will be quite amazed at the cooperation you will receive when you confront them prepared and they know you are going to proceed forward. No company likes a black eye.