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Survey Comments

Gary reads the survey comments for the 1st 60 days after a client goes live, we find it's a great place to spot customer service issues that our existing processes can fix or options to create new ones. We are posting some of the more interesting quotes here.

 

A tech was here Fri. 1/10 I believe his name was Bill and advised someone would return Mon. with needed parts. The tech on came on Mon - very nice and did a good job but he left a huge pile of empty boxes and toner. I think he should have removed his trash
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Although I feel your technicians are great and I appreciate the Canon products. I do not have the best opinion on your sales department. Most specifically Evan A*********. My recent experience with him has definitely lowered my outlook on the **** Group and the willingness to recommend you.
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You should have a box 12, which I would then check! **** is NOT have the least expensive machine I could buy BUT we have done business with them for years because of their excellent service and the tecnical people they send out. These guys are the best representatives your company could have!!
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Your service is universally excellent, but this service call was performed by one of your best technicians. We are glad to know Mr. McAllisters name.
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I asked to be notified when tech was coming to repair equipment and he showed up when I was gone with no notification.
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Continued communication with customers. It is the most important practice of a business. Thank you to Barry R*** for meeting Chris with the part to speed up the process.
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He is very thorough, excellent at problem solving,excellent follow up, great attitude, excellent representative of T****. Knows what he doing - which is exactly what we need and what we appreciate. Please pass these comments on to him and to senior management. I almost never do surveys, so this should demonstrate our level of satisfaction that we want you to know his work ethics and competence.
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We like the service tech and he was really good, but his cologne is way too strong - a couple people in the office noticed and commented.
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Sometimes we have strict deadlines and are using the copier non-stop, 2-3 hours straight to meet them. On the return trip to repair the machine,it would have been great to get a call first since the repairman came 10 min after one of these deadline 2 hour copying sessions. It would be better to communicate/email or call with approximate time of the service.
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I had to go into voicemail. Not really a problem. The problem lies with not knowing who you are leaving voicemail to, because the voice mail does not announce whos voice mail it is,therefore, how can you confirm you called when you dont even know whos line you left a voice mail on. You have no proof that you even left a voicemail. 
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The important email will be the one notifying us when to expect the technician.
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We had been told that he would call before arriving and he showed up and when I asked he did apologize but that was not the point. We wanted to be on the look out for him
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I would prefer to e-mail in an issue, get a confirmation and have the technician call to confirm a time. That would be ideal.
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The girls who answer the phone need to be more enthusiastic and welcoming. They always sound so upset/bothered that a phone call is coming through.
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I do not have a single complaint, but rather wish to say that R*** Business has always provided me with nothing other than great service. From the customer service rep that answers the phone (even when shes busy, she is honest and triages well), along with the representative that took my call and even took my cartridge refill order when she did not have to just to save me any trouble. And Grant was timely, courteous and knew exactly what he was doing to fix my issue. I appreciate that your company always feels personal with their customer service because you rarely find that anywhere, so thank you to all of the above. I hope this praise will please be passed along to the members involved because Id like them to be acknowledged for just the minor things that made my trouble just that much easier to deal with.
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After my initital call on a Thursday afternoon, I had to call back Monday morning because no one had called me or been here.
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Called on Friday (late in the day)and did not see anyone on Monday. I called again to ask if they were coming out and the technician did show on Tuesday. I know they are busy...just would like to have a call of approximate day and time they may come.
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Better communication between dispatch and service tech. Also contact us letting us know when tech is coming.
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I wasnt a big fan of B*** in the past but it definitely looks like you are improving!! I like the emails letting you know your order was placed and another when they are on their way.
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I usually ask the service rep. to call to let me know when they are coming and they never call, they just show up. 
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I rarely know when a tech will actually be out on site, and 9 times out of 10 I never know the status of a repair unless I happen to see one of the techs and stop them in the hall.
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Wiping the toner dust off the machine after service would make my rating a 10.
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improve communication - if you call me or email me about the delay, Ill understand. If I dont know you cant make it, it looks like you dont care.
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Everything to fix our issue & working with the service department was great. But I will say as far as your sales department goes I am very dissatisfied. We are really hoping to upgrade the current equipment and although I have made SEVERAL attempts to obtain information from your sales person I have had no response.
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he berated two of our teachers for using their copies. telling them they should save the district money and not use all their copies. he has no business telling our teachers to do anything much less that they should not use THEIR copies. he was way out of line here
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I called on 8/21, 8/25/ and 8/27. On 8/27/14 they told me I had a balance due and would NOT service my machine until it was paid. This was a bill due from 9/2013 that was a double billing.
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I started to call at 9:30 and got no answer. Continued to call every 10 minutes with no answer (letting it ring 20 times) until I finally go someone at 10:45. I was told the technician would call within one hour. Was finally called at 12:40. I would like to request that the customer service department stop saying someone will call within one hour as that has never happened. If it cant be done, dont promise it will be.
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The email notifications would be nice, especially the assigned technician and the time of dispatch. Most of the time a technician will show up and have security contact us, which is fine but we dont know ahead of time when the tech will be showing up. A notification ahead of time would be great.
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I cant think of anything that would need to be changed. Our IT people called and Paul was here the next morning. He quickly assed the issue and corrected it. He had the replacement equipment that was needed with him at the time. He even stayed and looked at another printer and had the equipment needed for that printer just down in his car.
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Your credit/collections specialist seems to have a disconnect once a customer Prepays for parts from Imagetec and then is billed for the parts and labor which has happened on 2 occasions, case in point; invoice #356315, should never have been billed for Material Cost and tax! Im still waiting for a correct invoice total as of 11.10.14
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He made a repair but did not complete the job then came back the next day worked on it for 2 hours then left at 12:30pm said he had to go get a part and did not return same day. Then I get an email showing the ticket is complete. The copier is still not working! I called the Service Center to request additional service! Not satisfied!!!
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The tech has been to our office previously and is always helpful. However, we are a busy office and he is too chatty and probably make an extra service call a day if he was less talkative. Secondarily, the machine wasnt feeding correctly and he ran 100 copies to check and this may be the protocol, but we always exceed our allowable copy amounts and then be expect to accommodate the additional copies?
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went over and above. helped move a mailing out to the trunk of a car. it was difficult for a women here and he helped unasked. Impressive
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email updates that reflect call status have taken this to a 10

Receiving status report(s) is a great help to clerical staff who face repeated when will he be here? questions otherwise. Also, I appreciate knowing the service reps name so I can properly greet him/her and not continually refer to person as copier guy. much more respectful this way.

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We wish you had a dedicated sales team that are as quick to act as your technician. An opportunity to upgrade our old equipment/contract should have been pitched to us months ago. Instead, we had to reach out ourselves to open talk on renewing. This also opened a door for us to look at other potential vendors.
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I wouldn't recommend this company to anyone. Technicians blame everyone but the machines for being poor quality.
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Our whole office ( a total of 3 had either a phone conversation or face to face interaction) felt Jeremy had an attitude, it felt like he was talking down to us. This is the first technician from your company that we have not been completely satisfied with.
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Received the email that technician was dispatched Monday morning but he didn't show up til Tuesday afternoon
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This service for drum replacement was great.
However, our toner went out just today during a huge print job needed for 8:00am Monday. I never received a low toner message on the machine and the company will not allow me to have a toner on hand; I am to call in the toner order when the low toner message comes on the display of the machine. I did shake the toner cartridge and return it to the machine and it has begun printing again, however, I do not know if it will last through the jobs we need.
Tessa, who I spoke with in ordering the toner, is hopeful to get a used cartridge to us today, from Mobile, if there is someone there who can bring it to us here in Fairhope. Otherwise, it will be Monday, 10:30am before we have a replacement toner cartridge. Suggestion for Improvement: Allow customers to have a toner cartridge on hand for replacement or be able to replace cartridge within an hour.

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I placed the call with a rep. named Jamie around lunch. I got a call from another rep (a man) that said someone would be out that same day since we could not receive nor send faxes. I called back at 4:57 and talked with Jamie again and said that no one had arrived. She said she would contact the service man and notify her supervisor. I said I was concerned about getting off the phone with her since it was close to her closing time and I wouldnt get notified of their arrival. I stated I didnt want to stay at the office if no one was coming. I thought she would suggest staying on the phone (putting me on hold) to contact someone and let me know status. No, she told me someone would contact me. Noone ever did. I stayed at the office until 6pm.

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Make sure your customer service staff is friendlier. When people call, they are not always nice, I get that. People get frustrated, I get that. It is imperative that your customer service/service technicians, handle your customers with kid gloves, and ooze kindness. Not become short of breath, make noises with their tongues, we can hear everything on the receiving end of the phone conversation. We can tell when a service agent is either bored, upset, doesnt want to be there. What ever the problem may be. We can hear it.

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Love the photo of tech

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He just needs to lighten up on the cologne because my coworker is allergic and lost a lot of her voice by the time he left. (We didnt say anything to him - didnt want to be rude). Otherwise, the office visit was good.

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Remove me from further emails like this (if yes, please tell us why)

Yes

We are getting a new copier from another company tomorrow.

 
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