quote:Originally posted by Art Post:
I would like to see service departments that will work with sales when it comes to old devices that are being supported after 8 years or so. Our service is not cheap and that's not a bad thing, however at some point in time we need to tell the customer that either we won't offer a ma agreement, and or even a break and fix.
Art,
After 8 years I would think they are already paying for a new copier and service. Wouldnt a TCO saying the new is the same price as the old work?
Yoda:
We have many systems that were purchased from the leasing companies in 09, 10, and 11. Many of these systems are wide format system and we're still servicing them after 7,8 & 9 years. When your payments are zero and you maintenance costs are $800 or so a year, there is no TCO to put forward to the customer.
Every now and then we'll get the customer that needs a full PM, it's then easier show the TCO for the last year.
If the customer is still under lease that's a horse of a different color, I will always provide a TCO & ROI to every customer I can.
Some of us out bound by company policies that dictate what we can and can't do for upgrades (nothing I can discuss here), what the return charges are per device, what the delivery and install charges are per device. Sometimes you add it all up and it does not compute.
Art