How would you handle this job?

[katz]

I am a mobile tech;

I recently did a cleanup on a pc & sold the client a new printer, old one was toast. The printer turned out to be defective, and at present we are on the third printer replacement.

This is a 25 mile round trip for me each time out - so far I have made about six trips for this client. At this point, my initial profit is just about all eaten up in gas money alone.

I can get the replacement printers swapped out, no problem, but...

I can't charge the client for the trips out to their home to change the printer, and unfortunately, I cannot submit gas receipts/labor wages to Brother for reimbursement.

This is the first time I have encountered a situation like this - How would you guys handle this?

 

[14049752]

First....what is the deal with the printers?


Second, that's the cost of doing business sometimes. I would replace the printer and make the trip with no questions asked, assuming I was paid reasonable rates for the initial work. And after the second printer I would certainly be getting a different brand or model. (I don't understand how you're on the third printer..that's unreal to me)

 

[katz]

Three Brother printers, all had issues with copy/scan/feed. I checked their site & did find a reference to the problem. I dropped off the third one this eve. All usually goes well for a week or so & then we have a problem.

Seems there is a paper guide inside the printer that is problematic. If this one is a lemon too, I will get another model. I have not had any issues with Brother up until this point, which is why I like to sell them.

 

[compnet]

Ask me why I stopped selling printers... If they ask, I tell them to get a not-cheap hp or brother, but not from me..

 

[Boston Pro Comp Serv LLC]

Yea after the second one went bad I'd have tried another kind. Agreed with one of the posters above, that's the breaks sometimes you just have to eat it. Unless of course the client, or the clients kids are killing it.... always a possibility.

 

[nlinecomputers]

Yea after the second one went bad I'd have tried another kind. Agreed with one of the posters above, that's the breaks sometimes you just have to eat it. Unless of course the client, or the clients kids are killing it.... always a possibility.

After the 2nd time with the exact same issue I'd have to wonder what they are doing to it. Are they trying to print on cardstock on something?

 

[jcitron]

I agree with the others too. This is the breaks when doing business. There are going to be those jobs that will suck you dry, and those that will make you a lot of money. The thing is you want to ensure that your fees are high enough to cover your cost of doing business and not just your baseline so when you have issues like this, you're not totally wiped out. Think of this as COGS, or cost of goods sold. So suck it up, chock this one off as a loss. The good customer service will pay off many times over with the same client if you come through with them.

Speaking of Brother printers. I've never had good luck with them. They're made like crap to put it bluntly. More recently, my company also got away from the lousy HP Office Jets, which seem to have gone steadily down hill since two years ago. Today they're purchasing the inexpensive Dell color laser printers at my suggestion. I found that the lifespan of the hardware is much longer, and being a laser the cartridges don't expire or dry out.

You may want to suggest this to your customer because the quality is excellent, for an under $350 color laser printer with a scanner, etc. The initial cost maybe higher, but the ROI is better for your customer because the inkjet printers are based 100% on consumables. The cheap HPs may cost $200, but the overall cost of feeding the printer is higher because the ink costs more. The longevity doesn't seem to be there either with these printers either especially if they are used very heavily.

John

 

[bertie40]

This is one of those conflicting posts
Ie. you love em, I hate em type of posts.

I've always avoided dell printers due to the ridiculous running costs. A lot of the time they use proprietary hardware and cartridges are extortionate.

I've rarely had a problem with officejets, and have used them successfully myself and with clients for years.

Brother should stick to sewing machines. Kodaks are aweful. Epson just feel cheap.

A lot of the time, successful printers rely on driver support, which most manufacturers are lousy at.

Hay Ho.

 

[nonchalant]

Mate of mine who used to be a F/T printer tech reckons Epson & Canon make the best printers.

As regards your dilemma, suck it up is my advice. In this game its all about swings & roundabouts and your persistence in fixing the issue (w/o charging extra) wont go unrewarded in the longer term.

 

[katz]

We went with Brother because out of the "cheap" ones, I've had the best success with them. I've sold a bunch of them over the last year with no issues. I will not sell any more HP's - they can take their printers & the 400 mb drivers & stick it.

As for a laser printer - I agree, that is a good choice for excellent quality prints. However, I recently purchased one for use in the shop & that toner stinks to high heaven when in use.

I'm sure I would get complaints from the customers about the awful smell. BTW, I recently refilled the toner with cheap stuff from Amazon. The smell was knocked out by probably 90% from what the original factory stuff smelled like.

And, the prints are still as crisp as ever.

Thanks to all for weighing in on this one. I figure the best thing to do is just suck it up. I can deduct mileage as a bus. expense, but still, that is only a fraction of what it really costs to drive that distance.

Also, I don't feel the customer is misusing it. From what I read on Brother's site, that paper guide behind the paper tray, called the "PE Actuator" is a problem with these - See link for info. > http://tinyurl.com/bh732jo

 

[PC-MOT]

As above, 'thems the breaks' sometimes, just learn from it..i.e dont sell brother printers anymore (not a personal opinion, but going on your experiences), kepp up your good customer service and remember this guy may appreciate all your effort and come back in coupla months with loads of work

 

[smashedbotatos]

At my first shop I was a Ricoh reseller, and I loved them. I decided to do away with selling and servicing printers. Most times a business already has a printer guy sometimes in house or from a print shop.

For small business I tell them, I will setup the drivers, install the printer on the network. Other than that I do not service or sell them.

 

[jcitron]

Brother used to have a good reputation for quality cheap printers, but I've had people complain to me about them recently as well. This is typical of the "overseas" made garbage. As time goes on the companies try to squeeze more and more out of an already low-end product. The problem is the OEM manufacturer, not the brand name company, is forced to cut costs more and will start finding pennies and nickles to save here and there to bring the manufacturing costs in line. This is when the quality begins to suffer more.

Not all lasers have that odor. The Dell and HP don't, but my brother's Xante image setter does. This is basically a modified Richo printer with a special print engine and controller capable of printing at 2500 dpi.

The cost of the Dell cartridges doesn't seem that high. I found them on Dell's website for $165.00 for a 3-pack of all colors. The cartridges have a 1,000 page capacity. This is a bit higher than the black and white, and the cartridges are a bit smaller, but then again not everything is printed in color.

Good luck with your customer and the printer issue.

John

 

[Rob_NNCC]

I am a mobile tech;



This is a 25 mile round trip for me

Goes with the territory?

Some of my clients are a 80 mile round trip. (Kilmarnock to Tappahanock) I don't charge travel time or fees, AND I drive a F150 that gets 15 MPG.

I would agree that the above bites, but it is part of doing business. Note that I only service business clients there and I tend to combine the visits. PLUS, that is the closest Taco Bell(Love me some tacos).

 

[GeeksInKhakis]

I start by not recommending equipment, it's their final decision. I'm just the one installing it. There isn't enough of a profit margin in the equipment. My brother has a heating and AC repair biz, his margins are a lot higher on the stuff he insralls and fixes.

 

[SprinterTech-WI]

At my first shop I was a Ricoh reseller, and I loved them. I decided to do away with selling and servicing printers. Most times a business already has a printer guy sometimes in house or from a print shop.

For small business I tell them, I will setup the drivers, install the printer on the network. Other than that I do not service or sell them.

we just bought out another printer company..... we buy sell service and refurbish them.... lets just say I know my way around most printers

 

[SprinterTech-WI]

I start by not recommending equipment, it's their final decision. I'm just the one installing it. There isn't enough of a profit margin in the equipment. My brother has a heating and AC repair biz, his margins are a lot higher on the stuff he insralls and fixes.

That's your choice..... we make tens of thousands every year on hardware.... everything from $5 markups on SD cards to $500 markups on servers to $20 markups on ink....

 

[GeeksInKhakis]

That's your choice..... we make tens of thousands every year on hardware.... everything from $5 markups on SD cards to $500 markups on servers to $20 markups on ink....

This is mainly for the average residential call... not for biz with servers, etc.

 

[pc-rebuilders]

advice

I agree, the best thing to do is just suck it up. Had a client with similar type situation, took care of it N/C and made it back ten fold! Second, Have two brothers (printers) LOL and they work super. Could be a bad run...
Won't but HP for sure, too costly for re-fills.

 

[altrenda]

This is mainly for the average residential call... not for biz with servers, etc.

A big reason people call us is because we recommend equipment we know will work with what they have or what they are doing. Some want us to buy it for them and others want to do it themselves.

I would rather install something I know and have a good feeling about than be responsible for trying to make some Best Buy special work. The job goes better for me and the client ends up happier. No one remembers the $40 they saved when they can't print something at a crucial time.