What's actually going on
National dispatch models route calls through a queue and subcontract the visit, which is why response varies so much by town.
Many contracts promise response times without any remedy when they are missed, so there is no cost to missing them.
What to do in the next 48 hours
- 1Log every call: date, time reported, time on site, time resolved. Three months of that log is leverage.
- 2Escalate in writing to the account manager and ask for the contractual response commitment in writing.
- 3Ask who physically performs the work and where that technician is based.
- 4If response is not fixable, plan the exit around your lease dates rather than in frustration.
The honest tradeoffs
- Staying through the term with poor service is sometimes cheaper on paper and much more expensive in staff time.
- Leaving early usually means a buyout. Get the number before you decide it is unaffordable.
Your next step
Questions people ask next
- What is a reasonable copier service response time?
- Four hours for a down machine in a metro service area is a common commitment. What matters more is whether the contract states a remedy when the commitment is missed.
More on a machine that keeps breaking
- My copier keeps jamming and I've stopped trusting it
- My Xerox is showing an error code. What does it mean?
- Should I repair this copier or replace it?
- How much should copier service actually cost?
- Why does my copier put lines or streaks on every page?
- My copier jams every single day
- Xerox error 016-799: what it means and how to fix it
- Xerox error 016-798: what it means and how to fix it
- Xerox error 016-500: what it means and how to fix it
- Xerox error 010-330: what it means and how to fix it
- Xerox error 042-325: what it means and how to fix it
- Xerox error 077-900: what it means and how to fix it
- Xerox error 093-912: what it means and how to fix it
- Xerox error 005-121: what it means and how to fix it
- Xerox error 024-747: what it means and how to fix it
- Xerox error 091-311: what it means and how to fix it
- My copier lease is ending and I don't know what to do
- My lease auto-renewed and I never agreed to it
- I have to return a copier and I don't know the rules