Service Engineers, advice and views please?

[Jason Davies]

Isn’t there a legal term ‘you trust in their expertise’? If it is still not working then you shouldn’t have to pay. Simples.

[Robert Lambie]

its times like this you see the beauty in service contract cover offered by the likes of Tech8. you pay a month fee and no matter what happens to your machine you are covered (within reason of course).

you have given the total costs to you on both parts and labour, but haven’t stated what costs are parts and whats labour?
by that i mean, print heads are expensive, a couple of print heads and install labour and your up there right away! there for the overall costs are expensive yes, but completely justified.

the going rate on a call-out charge to begin with is about £150-£200, then charges apply each hour they are there.

i realise you state things still are not sorted. but it maybe a case of things have gone wrong a little deeper than first inspection.

please do not think i am trying to back your service engineers large bill, i am not. just trying to state things worth considering mate.

hope you get sorted and back to making money again soon…

[Colin Crabb]

Will find out & let you know results tomorrow – Call out and labor (1hrs + 1 extra hour) £300 with £900 for a new ink delivery tube system.

Just was shocked that they went straight in with fitting new tubes, told me to run 30ml through the heads and left… Feel let down, as like I’ve said, big outlay for zero results.

Hopeful its me being ‘down in the dumps’ & their be back and sort it out without incurring hefty extra costs.

If the issue was fixed I be happy!, will keep you all updated.

[David Rowland]

be glad u dont have a UV printer lol

Best thing to do is look at the printer as an overall investment, like a car it will need looking after and maintance. Most parts will need replacing over time, the important thing is too have people available to fix it, especially when HEADS do go as they can be between £400-700 a head + labour.

[Denise Goodfellow]

quote Colin Crabb:

Will find out & let you know results tomorrow – Call out and labor (1hrs + 1 extra hour) £300 with £900 for a new ink delivery tube system.

Just was shocked that they went straight in with fitting new tubes, told me to run 30ml through the heads and left… Feel let down, as like I’ve said, big outlay for zero results.

.

They left without seeing if that solved the problem!!!!

Thats abit like the garage fitting a new part to solve a starting problem, then walking away without testing it!!

Sorry, they would not have been aloud to leaving my building without seeing if it worked, I suppose the cheque was written before they left??

[Nick Monir]

I had something very similar a while back. Called an independent engineer who arrived and claimed to have solved the problem by changing settings and also claimed to have serviced the machine. I was down south on a fitting trip at the time and received the call to say the machine was no better. I called the guy who then said it must be something else and this would involve another call out charge etc etc etc. I cancelled the cheque.

I then phoned Roland who sent an engineer who fixed the fault by replacing a part and also pulled the wipers out the machine – which clearly hadn’t even been cleaned never mind replaced in his so called service! The Roland engineer doubted that anyone had been near the machine!

He wasn’t long in dropping his pursuit of the £450+ outstanding when I phoned him (hot)

[David Rowland]

sounds like he diagnosed the problem for you Nick by approaching method 1

Having been my own service engineer on my own printer, the joys of getting the damn thing fixed is not easy and having a good working knowledge of the printer.

I spent months near the end trying to keep the damn thing going, daily repairs at one point.

I dont envy techs, you get a few hours to work a problem out and then hope the changes you make do it good, if not you are back next day! This is why I was keen to have a full understanding of how the printer works having been with solvent printers for 15-20years.

To be honest our new printer purchase was to try and eliminate repairs, our HP25500 has all the major parts as Consumer items, this is HOW it should be.

[Colin Hibbitt]

we got problem with ours – half the head is dropping out

we have no fewer than 5 callouts and 4 different engineers come with a week to solve the printer

its been narrowed down to a faulty cartridge which has has 4 years work out of it

been sent new cartridges down but engineers can seemed to put ink in without hassle

still left with problem – as if i dont have enough problems to deal with

colin

[Colin Crabb]

Well…. I’m up & runnning!!!!!!

I put a call in to the company, who by the sounds of it was a little surprised that engineer left me, like he did.
New visit, and 3 – 4 hours later, Engineer’s blaming a bad ink cartridge – First time I’ve every seen this happen, But like I said, I’m up and running.

Have to say that this revisit has been ‘Free of Charge as goodwill gesture’

Now I’ve got to send off the damaged components to the ink manufacture for testing under their warranty.

Just sooooooooooo happy to be up & running again, and might even see some of my money back.