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Total Satisfaction Services - Xerox Color Laser Printer Product Reference Manual

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Xerox Total Satisfaction Services
®
An easy sell — Xerox Service Agreements
What are they?
Xerox Service Agreements are a key part of our exemplary service program, which in recent customer
satisfaction surveys rated good to excellent overall by 92% of customers surveyed!
Think of a Xerox Service Agreement as a promise...a promise that Xerox or an Authorized Service Provider (ASP)
will provide Xerox customers with telephone support and repair, if necessary (including all parts, labor, and travel
where applicable) — all in a timely,* professional manner.
* Next Business Day On-Site Response time is standard for most U.S. customers. On-site response times are determined by the distance of the customer's
location from the city center of the nearest authorized Xerox service location (0-100 miles = Next Business Day; 101-150 miles = Second Business Day;
151+ miles = Third Business Day).
Types of Service Agreements
On-Site
• Provides help when and where the customer needs it
• Available through the channel or directly from Xerox
Depot
• Most cost-effective way for the repair and return of customer's original unit
• Available through the channel and directly from Xerox
Quick Exchange
• Offers maximum value, featuring overnight product replacement
• Available through the channel or directly from Xerox
Easy Resale Options
The best Service Agreement for the customer — and you — is the Extended Service Agreement. Ideally, it is
purchased at the time of the product sale; it must be purchased within the first 90 days of product ownership.
After the first 90 days of product ownership (or at any time during the life of the product), customers have the option
to buy an Annual Service Agreement. This Agreement offers essentially the same benefits as the Extended Service
Agreement but at a premium price because of its delayed purchase.
Your Customers Will Thank You
Identifying prospects
Customers who benefit from Service Agreements are those who:
• Use their product in mission-critical environments
• Do not have backup equipment available
• Need to accurately budget for repair expenses
• Want to minimize the impact of downtime on operations
• Need to reduce waiting times for service response
• Want to maximize productivity
• Require access to factory-trained printer experts
• Want the security and comfort of long-term protection
Promoting Coverage
A Xerox Service Agreement:
• Ensures free telephone Technical Support
• Protects the customer's hardware investment
• Is the least expensive service choice over the life of the product
• Guarantees a priority response time (ahead of "time and materials" customers)
• Maximizes productivity, thanks to a faster restore time
• Offers easy administration with a planned, one-time payment
• Brings security — the peace of mind of not having any unexpected repair costs
• Preserves the ability to exercise the Xerox Total Satisfaction Guarantee
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