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Sometimes you cannot satisfy a customer, no matter how much customer service you provide, and how well the system operates.

Case in point...We have had this customer for 8 years, and had sold them a Savin 2527, and a Savin 4027sp as the latest series. They had a 48 month lease contract with full service, and had been happy up to 3 years ago, from what they say.

I received a letter they sent to the leasing company stating they did not wish to renew their lease, nor did they want another Savin machine. They say it had never worked right, even after telling me on each visit that all is fine. Service history shows it has had 3 total service calls for misfeeds in 4 years! Each time, the paper guides were unlocked, but of course they did not do it. Each time we responded to each call within 3 hours, but that wasn't good enough either.

According to the office manager, the machine is worthless, because a copier should not jam ever! We pay for a service contract so that the copier will never jam! After 168,000 copies/prints they had 3 jams. No matter what I tried to tell this customer, they only had one thing in their mind, it jammed.

Some customers you cannot please, but I can honestly say, I hope some other company gets to go through what we did. Thanks for the business, but please go somewhere else!
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You're better off without them. There are times, like this one, where you are better off
firing a customer. I did this to a customer recently that had a color unit and consistently ran the unit out of spec using media way over what was recommended. When we met for an account review they said that I should be ashamed of my service department because of the jams that couldn't be stopped. I packed up my papers, shook their hands and suggested that since the lease was up in 3 months that I'd give them a good recommendation to any new vendor they chose....then left.
3 jams in 168,000? come on, that is not possible, I would guess like 100 jams atleast. Maybe you had to visit it 3 times, but most jams are customer removable. I have never seen a copier that had only 3 jams in 168000 unless its a high volume copier running all day, never in a normal office environment. Too many variables affecting the machine/paper over too long time for this to happen. If the customer really only had 3 jams, and did not tolerate that, he should get a diploma for being the most stupid customer in the world, he would have the best copier ever made! :-D

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