I was talking with one of our Client Support Managers the other night as he recounted a discussion he had with a new prospective client. In describing the various criteria the client had for selecting a new colour mfp (colour capable multifunction printer) what struck me was that image quality never entered the details of the discussion.
In discussion with the potential client a great deal of time was spent with a description of the frustrations that had ocurred with their current equipment. Many of these centered around slow support response, poor communication and some inherent equipment design features that made clearing paper jams a challenge.
Hearing stories about poor communication and slow response is not new. The incumbent supplier is a national brand that has a nationally focused support team using a long distance call centre and this design has built in challenges as the call centre personnel can never know really well all of the territory they are dispatching to.
On the other hand it was very surprising to me that image quality was not an item of discussion either explicitly or implicitly as part of the support issues. The device involved is a colour mfp coming to the end of a 66 month lease. In the past five and a half years digital colour production quality has changed substantially for all of the major brands. What we take for granted today would have been outstanding and exceptional five and a half years ago. For the users not to have had issues with image quality would seem almost impossible. ]read more here
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