Arkansas Service Supervisor Rodger Morris is so knowledge in his role, he can tame a dinosaur.

This “dinosaur” stands about 35.5 inches tall. It prints up to 35 ppm, and goes by the name “imageRUNNER IR3235i (no advance on the end of it). It was born in 2008.

The machine is hanging on for dear life, and the upgrade is right around the corner. But Rodger’s built such good rapport with the secretary and the owner at Crawford Law Firm, that he’s willing to do whatever it takes to get that important job out.

The Organization's Need.

The ticket read “unable to put in ink cartridge.”

The toner was in there, but the drive system that actually drives the toner bottle was broken, the toner wasn’t spinning, and when going to print the user was getting a message to “replace toner.”

“I’ve been telling the people there that any day that machine could be dead and out of service. Everything is discontinued,” Rodger said. “When I initially got there, I couldn’t tell what was going on exactly… I told the secretary, ‘we might be close to being there with this machine, but I’ll come check it out.”

The Team's Approach.

Rodger’s knowledge of older machines comes from just being out there and working on them. There is no service mode that breaks down everything for the technician. The abbreviations for listing different parts may recall pulling out an old manual. As he says, “if it’s something you haven’t worked on and don’t have any knowledge of, it can be challenging.”

Once he realized that the machine wasn’t spinning the toner, Rodger stuck his arm up into where the toner goes in, spun the drive, and, utilizing a folded-up piece of paper and a little technician magic, was able to close the door and hear the toner bottle spinning again.

The team there was THRILLED. A huge print job for an upcoming day in court was going to get completed. The organization has been put on notice to not open that door again, that any other movement could create a snowball effect, and that the next service call may be the time for an upgrade.

That essentially goes without saying. What matters here is Rodger’s willingness, and his know-how, to tame the dinosaur once again.
“I have a relationship, I’ve history with this customer. When you spend time in these offices, you get to know these people. She knows the shape of the machine, and she totally understands where they are at.”

What made them a Raving Fan? 

Sometimes, just that bit of willingness goes a long way with customers. A vendor would shrug their shoulders. A partner goes above and beyond because every print job matters.

The customer’s response to the service call?

Rodger is always pleasant and very informative. He is very knowledgeable about your machines and quick to answer any questions.