So this policy was put into place yesterday, and it is causing us as a company problems. Our people are more than capable of troubleshooting the machines themselves, and after placing a service call, they expect to see a live technician. We DO NOT want someone calling us telling us to try what we've already tried. This not only pulls a production employee off the floor, but it delays the time before a service call is generated. Today they decided to call while I was at lunch, and there was no one to take the call, so it put us back over an hour because they did not go ahead and generate a service call.
This new policy by Xerox is UNACCEPTABLE and we wish to forever OPT OUT. We spend over $300,000 a year with Xerox on service contracts and have for over 20 years, we expect a service technician to be out, or we would not be placing the service call in the first place.
You should also know that even if we did have the time and desire to troubleshoot machines over the phone, every company phone has a corded receiver (and none are near the equipment) so this is incredibly impractical and time consuming...and NO, we are not giving out employee cell phone numbers to make Xerox a few extra bucks.
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