Contract Addendum on Energy save mode

I have run into the problem over and over, and the worst offender was techs giving in to users complaints.
The customers say the machine is too slow, I had this on 45 PPM machines and realized it is not the speed but first page speed. Found the computer guys setting machine up from 5 minutes before it went to power save to 1 hour before power save.

I may offer a higher per page or higher minimum monthly use to cover the cost verse pro-rate charges

19. Energy Saving and Green Default Setting
All Manufacturers are required to have a built in government-mandated “energy save” mode. These are set to the default setting by the manufacturer for proper operation of the machine. If the setting(s) are changed to bypass the energy save mode (e.g. set to a longer period of time before energy save shut down goes into effect), parts and supply damage will occur. In the event the user changes, or an agent (such as I.T. person) on their behalf changes the settings, or user demands a setting change, a pro-rate charge will be levied on parts/supplies replaced premature to normal yield and life expectancy, including but not limited to Drums, Fuser, Toner, Laser units, Developer units, paper path guides and power supply and main boards. These items are normally covered by the contract but customer choosing to change the energy settings modifies the coverage of parts/supplies under this contract.

feel free to use this
I am tired of low volume on big machines

I find that contract doesn't mean diddly when the customer gets the bill. You're in for a fight, hopefully your company is strong enough not to fold under pressure.

WeBeJammin
you are 100% correct

in one man show it is not really a issue, but you cannot stop a outside vendor for the customers like thoer computer guy from getting in the middle. They often will turn off/up the energy save and not have a clue the damage full heat on a ideal machine will do over 2 hours etc.

but the in writing gives you something to point out if in a discussion over the point. and in the event a small claims case (almost never happens) you have leg to stand on.
My contract has been a good tool when I did send customers to collections,
The collection company lawyer was please because my contract gave him a solid ground for the case and all the other vendors with collections against the same customer road on my coat tails, once one case shown the customer in the wrong the judge looks at all the others with clarity,

the details in a contract and paper work is not about average good customer but about those very rare problems.

you may not have a problem customer for 20 years to that extent, but when you do, it is nice to have paper work on your side.

I kind of see your point but wouldn't a slight increase in cost of contract across the board avoid bad feelings and allow us to respond to customer wishes without looking like jerks?

quote:

Originally posted by SKOOKUMCHUCK:
I kind of see your point but wouldn't a slight increase in cost of contract across the board avoid bad feelings and allow us to respond to customer wishes without looking like jerks?

Yes I have considered a higher price per copy
yet we live in a time when everyone is throat cutting per copy price to make the machine sell. hard enough to get fair per-page price as it is,
So the added item to current contract allows me to approach them as offer,

Service contracts are full of worse sounding items and most people sign and do not read them. I personal go over every item on the contract - I do not think it makes us sound like jerks - as matter fact I would rather have it in writing to reflect on when and if I was in a problem scenario.

I have a lot of CS3530 type machines where the PM kit 400,000 went bad at 150,000.
at least I can point out the written point and not sound like some lazy tech making excuses why the 4K PM kits died at 1.5.

It may not be for everyone, but I am dealing with a SCX6345 customer and the computer guy is kibitzing- After a few conversations he seems more receptive to the concept of the machine in full heat over a 2 hour period and not running any prints.

Just something for people to consider and I am sure not for everyone.