Online Service Request Site - Request Remote Technical Support Form

[RickAXCETF-AA]

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.

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

[CherylO-Xerox · Accepted solution]

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. 

[TWColor]

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]

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.

[nwa]

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]

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]

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.

[onestep]

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

[onestep]

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

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