Xerox and Their Lack of Customer Care
This is a story. It’s about what happens when you get too big and lose site that it is your customers who have kept you in business and the ones that will determine your future business success.
About three weeks ago I received a call from a local ad agency that lost its biggest account and was shuttering the business. The owner had two pieces of Xerox office equipment he wanted to unload at a fair price: a high-end color laser printer and a copier/printer. I bought them both, rented a U-Haul and brought them to my shop. Nothing unusual so far.
Then we called Xerox. We wanted to purchase service contracts. We were on the phone for 75 minutes for the laser printer, dealt with 3 different people, all to no avail. Then, we asked about the copier, and we were told we had to call a different number as that was a different department. Another 75 minutes, all leading to nothing more than frustration.
The next day, we tried again. We had to provide proof of ownership. We did that. Then, we get an email that our documentation will be reviewed and someone will get back to us in the next 15 days; if not, we were instructed to call them back.
I am trying to give them business — a service contract and cannot even get a tech out to look over this equipment. Wow, what a business model. It must be nice.
Do you have any similar stories? I’d love to hear them.
