We are finding more and more customers are purchasing faxes and printers from us and not hearing from them again. They purchase supplies from the superstores or on-line,and take there chances on service. We are thinking of putting together a program that if they purchase there supplies from us we will offer free service(labor only). Our supply numbers are down 25% from last year so we need to try to boost them some how. Are there other ways that are working for anyone else out there. It seems that customers will pay for maintenance on there copier but not printer or fax. It would be easy if sales could sell everyone on the multi function, but it doesn't seem to happen. Any advise would be great
Thanks

I think your best bet is to package an M/A into the sale. If you include it for the first year and make it auto renew annually it takes the decision away from the customer (to some extent).

If you pitch it as 'We do it this way because we believe in standing behind the products 100%' it makes it a little easier - once you're in you stay in.

We do try to be competitive on supplies as well and encourage customers to notify us if they find it for less. If it's not OEM we promptly inform them that it will void the warranty on the machine - that usually brings them back in pretty quickly.

You might be careful telling a customer non OEM toner will void the warranty.... Legally it does not.

Legally on the maintenance kit it does. It might not void the warranty for the machine itself (although Kyocera says they will), but the kit is another story.

I'm sure Ford would void your powertrain warranty for putting Olive Oil in your gas tank.

Besides, it's Kyocera's warranty - not mine.

I did notice that the KM-3050 series warranty state that the dealer has to register the warranty in order for it to be valid. The federal government says otherwise - proof of purchase is all that is required.

This message has been edited. Last edited by: Scotty,

Scoful~

Interesting reading the new 3050's warranty. I had even looked at it in the technical bulletin yet.

the 1650 warranty states:
This warranty will not be honored for MFP/Printer which becomes damaged due to operator
negligence, misuse, accidents, or the use of supplies not meeting Copystar’s specifications

the 3050 now states:This warranty does not cover MFP/Printer which: (a) have become damaged due to operator
negligence, misuse, accidents, improper storage or unusual physical or electrical stress, (b) have
used parts or supplies which are not genuine Copystar’s brand parts or supplies supplies,(c) have been serviced by a technician not employed by Copystar or an Authorized Copystar Dealer, (d) have had the serial number modified, altered, or removed, or (e) Dealer fails to register the installation information for the MFP/Printer with Copystar utilizing KMAconnect.



Thanks for the info. It appears things have changed a little.

I have had to address the issue with a couple of customers, and so i tread very lightly talking about warranties and being voided due to toner.... the law is:

United States Code Annotated
Title 15 Commerce and Trade
Chapter 50 Consumer Product Warranties 15 Section 2302
No warrantor of a consumer product may condition his written or implied warranty of such product on the consumer's using, in connection with such product, any article or service (other than article or service provided without charge under the terms of the warranty) which is identified by brand, trade or corporate name; except that the prohibition of this subsection may be waived by the commission if:

1. The warrantor satisfies the Commission that the warranted product will function properly only if the article or service so identified is used in connection with the warranted product, and
2. The Commission finds that such a waiver is in the public interest.


This simply means that the manufacturer of the machine you are using cannot void the warranty because you use supplies and products manufactured by a third party manufacturer, UNLESS they provide those supplies to you at no cost.

^ "No cost"? Where do you get that?

I think it means that a manufacturer cannot void the warratny for having used 3rd party supplies unless the OEM supplies are the only supplies that will allow the machine to "function properly".

[QUOTE]Originally posted by NW:
^ "No cost"? Where do you get that?


the no cost is later in the section. sorry