#1:
Bad Economy Effect
Author:
stanclub
Posted:
Fri Apr 10, 2009 10:54 PM
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An old customer who we have served HP CP4005 cartridges nicely for long time came back with his color toner cartridges, saying that there has problem in it. We have been suppling this customer with responsible service and quality cartridges for the past 4 years, with special discount, and same day in house support .... I have done my job so nothing I could say.
The problem he has is the % showing on supply status sheet for each color cartridge increases more than last time he printed the same image with same quantity ( he prints flyer and stuff for customers ). The record from last printing was made on different set of cartridge in the past, and showed less increase on % then this time.
He thinks that this set of cartridges cost him more to print the same stuff than before, so it is our fault to provide him this faulty cartridge that cost him more to do business ............. he wasn't asking, he was yelling.
I explained to him that % showing on the supply status sheet is the average usage amound the entire print history recorded; the difference made on % in between job ( or the increase ) is not the ACTUAL usage of current particular print job, but the average coverage calculated by printer using all data made by history prints. Furthermore, our chip ( from FG & SCC ) has no ability to affect the calculation of printer, but the printer itselfs.
within 10 minutes of patiently explaining the cartridge & chip are working properly but just his misunderstanding, he kept on yelling with voice raising higher and higher ......... My patient finally disapper, so I yelled back and asked him to get out of my store.
I felt sad that I couldn't make him satisfied, but I do understand that I couldn't make him satified at all unless he can get smart enough to understand the truth I explained to him, or I give him cartridge for FREE.
I have already seen more of these type of customers in our store, who got frastracted by their money shortage ......... I even got one customer who wanted to returned empty Epson cartridges by claiming that they didn't work at all.
