Call 847-398-5212, 3 Things to Ask a Copier Service Company

Getting a copier service contract when buying your first office copier or switching service companies are both big decisions.  You should do the research on the different machines.  Try to see if you can find out the reliability record of the particular makes and models that you’re interested in, by not only talking to sales people, but also service reps, who service the equipment.  Research to see if the makes and models have won any awards; then figure out what options you need and whether or not you can justify the cost to get them, and try to identify if the company will provide you good service for the price quoted.  Here are 3 good things you should inquire about when talking to your sales representative.

First, are all the technicians trained on the models you are interested in and can you see proof?  You'd be surprised how many companies have only one or two technicians actually trained on a particular machine.  Also, how can they guarantee a response time with only two techs trained on that model? Most, if not all manufacturers provide trained technicians with a certificate when training is completed. Service managers should have a copy of it on file as well as access to their transcripts. The transcripts show everything that a technician is trained on.

Second, do they guarantee a technician on premise response time?  Most companies average a 4-8 hours response time. That is the time when a technician actually walks in through the door.  Some companies state that "response time" means when you get a phone call from the technician letting you know that they received your call.  Make sure you know what their definition of response time is, so you know what you’re actually agreeing to and what their guarantee is.

Third, what happens if they guarantee a technician through the door in 4-8 hours and he doesn't show up?  Do you get something for free?  Do you get some sort of refund or credit?  Do you get a loaner machine, if your machine is down?  If not; what's the point of the guarantee?

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