Decent digital press manufactuers

[thebluesdude]

By the title I mean AFTER you have bought one.
We are struggling not to loose our company because of terrible after sales service. We have been with Xerox for a few years and added a second DC5000AP in June since then we have only had one machine running. For the last three weeks we have had them both down at least once a day, the service guys cant sort them and the specialists cant sort them so what now?? "Well you just keep on paying for them until we can fix it"
So lets get this straight if you lease printing machines from XEROX or possibly other manufacturers
1) you have to pay for them regardless if they work or not
2) you have no rights and cant cancel any agreements to source other equipment
3) they have no responsibility to reimburse you for wasted paper and prints, downtime or loss of earnings.
CAN YOU THINK OF ANY OTHER SERVICE THAT COULD GET AWAY WITH THIS?

 

[X33]

if you buy a car and for some reason it doesn't work, you still have to pay your car loan.

 

[arossetti]

Have you looked at your lease? Find the section for the TSG and exercise it. Call the service manager, then call his boss. If they can't get the machine working then ask them to credit you the down time from your service bill.

Xerox makes money when you put clicks on the machine, they want it working just as much as you do but you need to push. Schedule a meeting with the service manager and your sales rep to voice your problems.

 

[arossetti]

if you buy a car and for some reason it doesn't work, you still have to pay your car loan.

But I'm not going to pay for your monthly service if you aren't providing me with adequate service. Xerox either needs to like-for-like the machine or send a field engineer down if the machine is acting the way that he is describing.

 

[thebluesdude]

Sorry I put bought I meant lease, so if your car didnt work you would get a replacement while it was fixed :O)

 

[Craig]

Like for like the boxes, Xerox is OBLIGATED to make them work or replace them.