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How to get the Most out of Technical Support

Author: Reference Number: AA-03048 Views: 4029 Created: 03-18-2011 12:27 pm Last Updated: 04-11-2011 05:35 pm 0 Rating/ Voters

Technical Support:Asking the Right Questions?


     Providing technical support can be a challenging task. People calling or emailing looking for possible solutions to problems or interpreting what error codes actually mean and then provide with the best possible solution or even the correct part to fix the problem at hand. A host of issues can arise. Techs who have never seen or worked on the particular printer that they are going to work on. Calling in for support after they have worked on the printer and left, and its still failing. Calling before going to site to try and get some information or help beforehand on possible causes and solutions would make more sense. A pre-emptive strike if you will. This makes good sense all around. If unsure about what the printer even looks like, the more information you can get before would be better for everyone involved, technician and the customer. Getting some ideas or information if needed as to what might fix the printer or the problem  that has been reported. If the printer is calling for maintenance then a replacement kit would be a good thing to bring along. If you are unsure on how to replace the items then a phone call for some insight before going to the customer would be in order. Get the information needed to not only replace the kit but also the procedure needed for resetting the maintenance counter if required.

       Ideally the best time to call for support is when the printer is being worked on. If the situation is such that you don’t want the customer listening in, then explain that you need to go get some part or something from outside the clients office and make a call. Helping with the diagnosis requires getting all the information that is available. Such as the exact model number of the printer. Are there any optional paper handling devices being used? How many total pages have been printed on the printer? Is OEM toner being used? If not then what is being used? Have any toners been changed recently? Does the printer have the capability for storing error codes? If so can it be printed or viewed? Does the printer’s engine self test work? Does the printer have an EIO device. Does it print an EIO test page when the configuration page is printed? Has anything been done to the printer recently, such as part replacement, firmware upgrade or any options added to the printer ? Has anything changed on the host side, new servers or computers? Does it fail when printing simplex as well as duplex? Have you tried printing from another tray to see if the problem is tray specific?

       Depending on the problem the printer is having each one of these questions is important in figuring out what is going wrong with the printer or possibly the host side of the equation. You will need the exact model in order to get the correct part numbers for the repair. Maybe a toner that was changed recently is now causing problems. The error log will provide a lot of useful information regarding problems. The engine test helps to isolate the formatter as a problem. If the EIO page does not print when the configuration page is selected, it’s a good indication the EIO is not working or has been disabled. Testing from another tray will help to eliminate your input problems Removing options that might have been installed that are causing problems. Trying to get these answers from someone who is not on-site at the time might become challenging. The whole picture might not be presented and something will be overlooked or not addressed properly. This can cause more down time and repeat visits which no one enjoys.