In my area, many technicians are reporting that over 33% of their total current service calls are related to the scan to email function on the copier stops working.
Most times the customer does not have their own email server or IT support person, so the MFP tech is left to his own skill set to install a smtp server address and credentials that he knows works. The tech will often have up to five different methods available to him in case one smtp server stops inexplicably working at one customer location but the same settings work at a different customer?
Should this call out for onsite service be billable as there is rarely anything from a break/ fix point of view that is wrong with the copier?