Better Call Art "Tips to More Win Copier Deals"

@Toner in my Blood posted:

Art - how do you account for the toner the first 90 days, as that is not included in the 90 day warranty?  Are you building the price of 1 or 4 toners into the price of the device?  Also, how  does your dispatch team handle and invoice for items not covered by the 90 day manufacture warranty?  My experience is that most 90 day warranties cover defects in craftsmanship or related issues, but not other nuisance type calls like lines and streaks, squeeks not caused by mfg defect etc?  Also, who is responsible for tracking and ensuring that the OEM is rebating you back for 90 day warranty claims, as some may be denied based on why the call was placed?  Seems like a lot of effort and energy could be expended that may not make the juice worth the squeeze. It would be interesting to get the opinion of a service leader on this one.  We did this quite extensively in the early 2000’s at Lanier, but I have not done with any of my teams since that time.

Great question about how do I account for the toner.  With most accounts I will know their volume for the 90 days. I figure out how much toner is needed for those clicks and then include those toners with the order. Explaining to the client that of they run out they would need to purchase a toner. I never run out because I figure at 125%.  I then take the charge back for the toners from my company against my commissions.

Our warranty covers everything for the 90 days, I have never had an issue for labor or parts, squeaks or lines.

I don't follow the service portion, however again I've never had an issue.

I don't use this 15 month warranty all of the time, in fact I use it when I need to use it. For me it's another tool I can use when I need it.  It's a great plan for net news and I would not use it for existing clients

Art - how do you account for the toner the first 90 days, as that is not included in the 90 day warranty?  Are you building the price of 1 or 4 toners into the price of the device?  Also, how  does your dispatch team handle and invoice for items not covered by the 90 day manufacture warranty?  My experience is that most 90 day warranties cover defects in craftsmanship or related issues, but not other nuisance type calls like lines and streaks, squeeks not caused by mfg defect etc?  Also, who is responsible for tracking and ensuring that the OEM is rebating you back for 90 day warranty claims, as some may be denied based on why the call was placed?  Seems like a lot of effort and energy could be expended that may not make the juice worth the squeeze. It would be interesting to get the opinion of a service leader on this one.  We did this quite extensively in the early 2000’s at Lanier, but I have not done with any of my teams since that time.