New Remote Technical Specialist Policy When I Place Service Calls

[CherylO-Xerox]

Hi ksherrod,

Thank you for using the Support Forum. I understand that you were contacted about this issue and that you are currently working with your Sales person on a potential resolution. 

[ksherrod]

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.

[ksherrod]

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.