Wednesday, June 29, 2011

Copier Dealership Gone BAD!!

I gonna try and keep this short. Visited a new account, could not get them for hardware since they just contracted for a new copier, however they stated they were unhappy with that dealer and already moved forward with another dealer because "we have a special relationship with bankone leasing and we can eliminate the old lease", hmmmmm, sounded hokie to me, but I was able to book them for a network service appointment because they were looking for a new IT provider.

Two weeks later, myself and our IT SE are there for the network appointment. On first glance I saw the new Savin copier, and I thought, gee guess all is well and we went in for the network meeting. I handed off to my IT SE and he did most of the talking, we then needed to make a copy of an inventory sheet of the PC's and what the customers issues. Off I went to the Savin, when I arrived, I was thinking to myself, dam, I should have made the stop two weeks prior and I would have gotten this nice 65ppm color device instead of the other dealer.

So, I put the originals on the finisher and I ran my hand across the finisher as to say "nice machine" (I gotta stop that), but something felt wrong... I looked at the model number and it was a Savin 6045 (odd), my suspicions were up, so I then checked the meter. Well the meter read 300 color and like 500 black. Ok, somethings still not right, I opened the front panel to check inside and low and behold on the inside of the door was the graphic instructions on how to install toner and remove a paper jam. One thing though, the instructions were "yellowed", %$#% I thought, this dam thing is used and they set the meter back to zero (rotten bastards), so I did another check on the document feeder just to see if the unit may have been refurbished/used/cleaned, thus the reason to turn back the meter. The inside of the document feeder was dirty, thus the machine was probably PM'd and cleaned.

When I went back to the administrator I question her on the system. "Do you know you received a used system"? She hesitated and then stated that they never discussed whether the systems (you means there's more than one) were to be new or used, they just needed a different solution. Ok, by her look when I stated the "used" question I think she very surprised.

So, I left well enough alone, later we went downstairs to look at additional pc's and there was the other copier. I went and checked that one also. That meter had been reset, and it was also used.

Later we were back upstairs and I noticed another copier, however it was being used as a fax (Ricoh 201SPF with SAvin label), so I asked why the separate machine for the fax, why couldn't they just put the fax option in the new color system? I was then told that they had called and the machine couldn't be configured with a fax option and they would have to add this other system. Alright I thought, you really got taken.

So, here's my beef, if the systems were suppose to be used then why would the dealer reset the meters to zero? In my eyes there's no need for that unless you are truly buying or leasing a "refurbished system". There's no way these systems were refurbished.

My gut feeling is that they (dealer) saw an opportunity and exploited the customer. let's face it NO ONE, can eliminate a lease that is three months old, unless you build it into the price. In this case they probably started with new pricing for a 65ppm color and 50ppm black and then went to used units to cover the amount on the old lease. Thus, I'll bet dollars to doughnuts that the lease they signed does not state the equipment is USED.

But, what a shame it is that something like this happens in our industry, I know the dealer who did this, not personally but know of them (would never work for them). Plus, the account is a church.

As the Administrator stated that "they never discussed new or used". I'm thinking she's covering her own ass, but why the dealer turn the meters back to zero unless they are hiding or misrepresenting something!!!


-=Good Selling=-

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