Sometimes you cannot satisfy a customer, no matter how much customer service you provide, and how well the system operates.
Case in point...We have had this customer for 8 years, and had sold them a Savin 2527, and a Savin 4027sp as the latest series. They had a 48 month lease contract with full service, and had been happy up to 3 years ago, from what they say.
I received a letter they sent to the leasing company stating they did not wish to renew their lease, nor did they want another Savin machine. They say it had never worked right, even after telling me on each visit that all is fine. Service history shows it has had 3 total service calls for misfeeds in 4 years! Each time, the paper guides were unlocked, but of course they did not do it. Each time we responded to each call within 3 hours, but that wasn't good enough either.
According to the office manager, the machine is worthless, because a copier should not jam ever! We pay for a service contract so that the copier will never jam! After 168,000 copies/prints they had 3 jams. No matter what I tried to tell this customer, they only had one thing in their mind, it jammed.
Some customers you cannot please, but I can honestly say, I hope some other company gets to go through what we did. Thanks for the business, but please go somewhere else!
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