Xerox - Bad Customer Service
SALT LAKE CITY, UTAH -- Xerox used to be one of my favorite companies - years ago. I have the misfortune of working where the director will only purchase Xerox because of the service/products agreements. However, I am the one who has to deal with calling the service dept. and I have had nothing but grief. First of all, it is obviously just another call center, where people are not invested in the job. It's a 50/50 chance if I get someone on the line who is good at customer service or someone who is rotton at customer service. I just got done talking to someone (yet another call for service on one of their machines that is constantly breaking down, jamming, etc.) to have a tech come look at the machine (again). He asked me what the error was that came up on the screen when it jammed. I work in a different office - just happen to be responsible for calling in for repairs. I told him this & that I don't know for sure what it said & he said, "Can't do it." Silence. And I said, "Can you just put it in & have the tech call me, so we're on the schedule? They call & confirm anyway, so I will check the machine in the meantime." He laughed (not a ha-ha laugh, it was a "whatever!" laugh) & said - & I quote, "If I put it in like that, it would bounce back faster than a globe trotters basketball. Nope, can't do it." I said, "Really? I will go check it before the tech calls." And he said, "Nope, can't do it." I hung up on him and called back & got someone who was much nicer & better customer service. So I looked on line all over the place for a customer service complaint department at Xerox & of course, I can't fine one. Xerox has lost my respect - & all my co-workers as well. I recommend to everyone who talks about getting new copiers, etc. not to go thru Xerox. They need to take the time to train their empoloyees on the importance of good, solid, respectful customer service - & get rid of the every day, run of the mill, call centers - make it worthwhile for people to work there & care about their job. Seems like their employees have no pride in their work or their employer. Or respect for the customer.