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Agency Analyst RickAXCETF-AA
Agency Analyst

Online Service Request Site - Request Remote Technical Support Form

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Operating System: Windows 10 x64

The Online Service Request Site - Request Remote Technical Support Form located at:

http://www.support.xerox.com/_common/external/forms/support-request/na-main.asp?Xlang=en_US

is no longer funtioning.  I get the same result when accessing from IE11, Firefox and Chrome.

Request Remote Technical Support Form.jpg

What has happened to this service?  How can a customer place a service call online?

 

Thanks,
RickB
Agency Analyst
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8 Replies
Community Manager CherylO-Xerox
Community Manager

Re: Online Service Request Site - Request Remote Technical Support Form

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Hi Rick,

Thank you for using the Support Forum. I am assuming you are using a bookmarked link.  The feature you are trying to access has been discontinued, customers will need to chat or call to place a service call. 

Thanks,
CherylO-Xerox
Community Manager

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Select Accept as Solution for posts that have helped to solve your issue(s)!

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TWColor New Member
New Member

Re: Online Service Request Site - Request Remote Technical Support Form

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Glad this absurd problem has been addressed. Who's decision was it to discontinue the most effecient way of placing a sevice call? Every year Xerox gets less and less customer-focused. The reality seems to be they don't WANT you to place a service call. Eventually Xerox-branded carrier pigeons will handle all of our service requests.

nwa New Member
New Member

Re: Online Service Request Site - Request Remote Technical Support Form

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Why did you get rid of the page? You want to make all of your customers waste their time? Maybe I will spend my time getting a copier from Minolta.

Seriously, bring the page back.

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nwa New Member
New Member

Re: Online Service Request Site - Request Remote Technical Support Form

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Called. Got an answer. She then transferred me. The system put me on hold for 5 mins and then it hung up on me. How am I supposed to get service now? Are you discontinuing your phone support also?

TWColor New Member
New Member

Re: Online Service Request Site - Request Remote Technical Support Form

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This is the average service call experience:

-Call

-Wait

-Listen to recording reminding you that you can chat or use the forums next time

-Wait

-Wait

-Listen to recording reminding you that you can chat or use the forums next time

-Xerox answers

-Briefly describe problem and that all you need is your tech to come out

-Listen to them type

-Still typing...

-They ask if you've tried ________ or __________

-Answer "yes" I just need my tech to come out

-Listen to them type

-Still Typing...

-Almost done typing...

-SERVICE CALL HAS BEEN PLACED

-Thank you for calling Xerox

-15-20 minutes have gone by

THE END

onestep New Member
New Member

Re: Online Service Request Site - Request Remote Technical Support Form

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That sees my expericne also, but wait is sometimes longer. Have to listein to that stupid message over and over.Last time I got hungup on 2X third call I got through, but until I went through all of the above.

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onestep New Member
New Member

Re: Online Service Request Site - Request Remote Technical Support Form

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You gotta be kidding me, Why would Xerox get rid of this feature!!!!

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onestep New Member
New Member

Re: Online Service Request Site - Request Remote Technical Support Form

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No Kuddo's from me for getting rid of online Serived Request!!!

MyTech didn't even you Xerox got rid of it.

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