| Before making your final choice when choosing a | | | | their systems that will prevent disaster on your end. |
| copier vendor there are 10 things that you must know. | | | | You also want to ask about a worst case scenario |
| 1) Are they an authorized dealer? | | | | when you do run out of toner. What systems do they |
| Ask if they are an authorized dealer for the brand | | | | have in place to get you back up and running again |
| copier they are recommending to your business. | | | | quickly? |
| Besides hearing the answer, you will need some type | | | | 7) Meter readings? |
| of proof. A certificate from the manufacturer or being | | | | Although not critical to your equipment operating, a |
| listed on the manufacturer's web site are adequate | | | | seventh item you want to find out about is how the |
| proof. An authorized dealer has the advantage of | | | | vendor collects usage information or meter readings. |
| having the full support of the manufacturer which | | | | Most vendors charge for service on a usage basis |
| includes product training, replacement parts and | | | | usually stated as a cost per copy. Service can be |
| supplies as well as warranty support (i.e. replacing | | | | packaged in different ways but the vendor will always |
| defective machines). | | | | want to track your usage. Find out how meter |
| 2) Guarantees? | | | | readings are collected by the vendor. Your best case |
| The second item you need to know is their | | | | is where the vendors have an automated system |
| guarantees. Most vendors have good intentions to | | | | where the equipment communicates directly with them |
| provide good service. You need to find out what the | | | | (and doesn't violate any of your network security |
| vendor guarantees, in writing, to provide when things | | | | policies) so as to not disturb your employees. |
| don't go smoothly. You are exchanging cash for the | | | | 8) Billing errors? |
| ability to produce documents. You need the assurance | | | | The eighth item to evaluate is who can help you with |
| that you can produce those documents no matter | | | | billing errors. Most often there are two entities you are |
| what. Find out how the vendor guarantees to respond | | | | dealing with. The first is the equipment vendor who is |
| to service requests and what happens if there are | | | | placing and supporting your copier equipment. You will |
| repetitive problems with your equipment. A key point is | | | | receive operating cost service and included supplies) |
| not just finding out what the vendor intends to do, you | | | | and supply (i.e. staples, paper) invoices from them. The |
| also need to get an answer to the question "or what?". | | | | second entity is the leasing company the vendor used |
| For example, you need to find out what the vendor's | | | | to fund the copier lease. They will send lease invoices |
| service response time is and then find out what the | | | | for the equipment. There are variations where the |
| consequence is to the vendor if they don't perform. | | | | leasing company will invoice for the equipment as well |
| 3) Hidden fees? | | | | as operating costs. Whatever your program type, you |
| Next find out what hidden fees exist besides the cost | | | | want to find out how many invoices you will receive |
| of acquiring the copier and its operating costs (service | | | | and who is invoicing each component. Will you have |
| and supplies). Hidden fees can include filing fees, | | | | one local point of contact that is close to the invoicing |
| insurance charges or interim rent paid to a leasing | | | | process or are there multiple contacts located far |
| company and delivery charges for supplies. Hidden | | | | from your location. The fewer contacts you have to |
| fees can add significant expense to your total cost of | | | | work with and the closer they are to the process, the |
| ownership. | | | | faster and easier you will be able to resolve billing |
| 4) Who is the leasing company? | | | | errors. |
| Most companies tend to lease when they acquire new | | | | 9) The "lemon". |
| copiers. You will want to find out who "funds" the | | | | In the 23 years that I was an equipment salesperson |
| vendor's leases. You need to understand the | | | | as well as a dealer principal, I never saw any |
| relationship between the equipment vendor and the | | | | equipment labeled as a "lemon" when it was delivered |
| leasing company. The closer the business relationship, | | | | to our dock. Although not a frequent occurrence, some |
| the more likely it is that the vendor can help with issues | | | | of the equipment unboxed as brand new had demons |
| that may arise with the equipment lease. Late fees, | | | | that showed themselves fairly quickly after installation. |
| insurance charges, billing errors can be annoying and | | | | The ninth item that you want to find out about is the |
| time consuming problems that can be tough to correct | | | | process the vendor uses to resolve equipment |
| on your own. You want to know up-front what | | | | reliability issues. Ask who is involved and how long |
| leverage the equipment vendor has to be able to help | | | | each step described takes. Your best case is the |
| you. | | | | fewest people involved and a short time line. Keep in |
| 5) Who is the vendor owner? | | | | mind you need to find out how the vendor handles |
| The fifth thing you need to know is who owns the | | | | replacing a machine that is within 90 days of installation |
| vendor. Is the vendor locally owned or is it a division of | | | | as well as equipment that has been in use longer. |
| an international company? Depending on the structure | | | | These 2 categories are usually handled differently. |
| of your business, each type of vendor can have an | | | | 10) What do you want to change? |
| advantage to your business. For instance, if you are a | | | | Unless you are a start-up business, you probably are |
| local business and operate primarily in a single location, | | | | currently using a copier and have a current vendor. |
| a local vendor may be the best choice. Although not a | | | | During your relationship there are issues that have likely |
| rule, local vendors (or dealerships) many times outshine | | | | surfaced. The tenth item you need to find out before |
| national distributors in their ability to customize aspects | | | | choosing your copier vendor is can the vendor(s) you |
| of their support. On the other hand, if you operate in | | | | are considering serve you in a way that eliminates or |
| multiple locations, it may be easier for you to work with | | | | minimizes the issues that you are currently |
| a vendor that can personally control the quality of | | | | experiencing. Pretending you have a magic wand, |
| service delivery for all your locations. | | | | describe on paper the perfect equipment vendor. |
| 6) Supply replenishment? | | | | Have your wish list close at hand when discussing |
| A sixth item to determine is how the vendor | | | | how you want to work with a potential (or current) |
| replenishes supplies used by the equipment. Toner is | | | | vendor. Have the vendor put in writing your |
| the most frequently replaced component and without it, | | | | expectations and how they will deliver them. |
| your equipment will not produce the documents your | | | | Remember item 2 above and make sure get an |
| company needs to operate. You'll want to find out if | | | | answer to the question "or what?" for each area of |
| the vendor has systems in place to keep you stocked | | | | concern. Promises or guarantees without "teeth" will |
| at all times with the supplies necessary to operate | | | | not deliver the support you are seeking. |
| your equipment. It's recommended to have your own | | | | Researching these ten questions will help you choose |
| backup plan but you are first asking the vendor about | | | | the best vendor for your business. |