Does your Copier Service Contract still reflect 1970's Analog Copiers?

Can you give us some idea - just curious - what push-back (if any) you have had?

Most interested in: "...reasonably protects the confidentiality of any customer information stored on the copier’s Hard Drive, in case that Hard Drive is replaced or the copier is eventually disposed of. It is the customer’s complete responsibility to manage their Hard Drive’s information security upon disposal"
(maybe too soon for you to comment).

and, do you get questions about ..."Whenever possible, to allow Dealer to obtain meter reads electronically on all connected Equipment."

Good stuff. Thanks.

Over my 15 years as a Sales Manager to 23+ independent dealers, I have seen many situations where dealers simply has far too simplistic service contracts that had not been updated ever.

They mostly involve billable Pro Services, unstable Power Supply, two competitive vendors trying to flip each other's Service Contracts and Fuel Surcharges. (I have a large geographic territory with lots of driving.)

I once sold two connected copiers to a law firm. They decided to upgrade from Novell 5.0 to 6.0. It took me two days to complete the work and I presented an invoice for $2,300.00. I had an old analog service contract that never mentioned connectivity. The lawyer asked me, "where in your Service Contract do you get to invoice for that". He was right. I include all Pro Services for the first 90 days and have been able to invoice for all work after that.

I have had many customers with new equipment, act totally unpredicatable upon delivery. It is usually a problem with power supply, even in a new building. I am a big fan of Tripp Lite LC1800 Line Conditioner to solve most of my power problems. The problem is they add approx $5.00 month to my Lease payment. Customers often decline or pricing is so competitive that I cannot include it in my quote. I quote it on a seperate Line item as an accessory.

There might be several dealers in the same city selling the same brand of copiers. One dealer tries to steal the Service base of the other dealer. My penalty clause fixes this.

As 128 Bit AES Encryption is now standard on our copiers, we are turning it on for all installs going forward. I only started this last week. The few customers, I have talked to seem happy in the knowledge their data is secure.

Most copier brands now include the ability to email or fax the meter reads and service codes on a regular basis.

I have never had a customer concern about this.

Every Monday AM, I get a report from all of my recent copier installs. I have gotten pretty good at skimming these reports, seeing any problems and proactively dispatching a service tech. Customer really like the idea that I am electronically watching their copier.