Setting up a Service Contract for your Copier
Once you have purchased a copier, you will need to contact a local copier dealer and set up a service contract. The certified technician can install the copier for you and provide you with details of your service contract, such as the cost per copy. Copiers Refurbished can help you find a dealer in your area by using our National Dealer Databasethat can pull up dealers in every city and town in the United States. Once you have this information, you will want to make sure to use the following guidelines when contacting local dealers for quotes:
Response Time
Most dealers promise customers a specific service response time. This could range from two to eight hours depending on a number of variables. For example, it could depend on the number of techs a dealer employs, the technicians territory – rural or metropolitan areas, also the nature of the call comes into play, and lastly how long did it take the dispatcher to return your call.
A “LIVE” telephone operator
Does the dealer have a “live” person answer the phone when you place your call for service or does an automated attendant or answering machine answer the phone?
Certified Service Technicians
Dealer’s technicians should be manufacturer certified – always ask to see certifications. Many dealerships will have certified technicians train non-certified techs saving them additional expenses. Make sure your dealer’s technicians have certifications.
The right tools
All the new digital copier products require firmware upgrades. A dealership’s technicians should be equipped with laptops in order to download firmware upgrades from the manufacturer into the copier.
The ability to communicate
Communication is critical in any business situation, which is why dispatchers and technicians must be able to communicate clearly and understandably with customers.
Satisfied technicians
It’s important to know how the dealer’s technicians are paid and what they receive bonuses for. If a technician makes a base salary and their bonus is paid out on their ability to make the machine run longer than the national average – 1/3 of their income is commission. This means that the customer wins because the technicians will fix the machine right the first time.
Picking through the parts
Fast repair is extremely important. The quicker the machine is up and running the less downtime your business experiences. In order to ensure this the technicians should carry at least $7000 worth of parts in their company vehicles. (Yes – company vehicles – no excuses for breakdowns) Having parts on hand at the time of the service call ensures having the machine up and running sooner.
The little stuff
The Technician should leave your equipment and surrounding areas clean upon completion of the service call. Technicians should also add toner to the machine if it is running low.
Follow-through
Once the problem has been fixed, the service tech or dealer’s dispatch department should follow through to make sure you were happy with the quality of service and confirm that the problem was indeed fixed. 
