Impika is officially closed today and 141 layed off in Aubagne, France. No word on Xerox's position on CF inkjet or what is to become of Trivor and Rialto.
9 replies (most recent on top)
Reply to — @12Bs9kdA-1gho
so True!
Xerox TSG ...Total Satisfaction Guaranteed or Totally Stupid Giveaway!
The post below from @12Bs9kdA-1gho is entirely correct. Anytime the customer gets upset about something they complain to sales, who then promptly get the charges reversed. Its insane the amount of things we let customers get away with, all in the name of "don't upset the customer".
Forget the fact that the customer has been shipped enough parts or supplies to print the library of Congress 10x over (and it's a low volume printer in a 2-person office). Nope, we can't bill them for the excess items, because "parts and supplies are included" and someone might get upset if we enforce the overage clause that's in the contract the customer signed.
I've seen hundreds of examples where the customer was ordering and getting outrageous amounts of parts or supplies but when Xerox started the process of billing for the overages, sales went right to Feldman or some VP and the whole thing was quashed because "we can't afford to upset the customer".
I'm no fan of I-con, but it's like this company has been run by the Smurfs or the Care Bears for decades when it should have been run by Gordon Gecko. If it had we might not be in the shape we're in.
The Technician can bill the customer for parts and/or labor. In my 5 years, every one that I've charged has been reversed by sales.
Spill coffee on machine so it drips through cover and fry boards? Free
Run sand through document feeder requiring replacement? Free
Does it again? Free
Customer moves machine without disconnecting finisher and breaks mounting plate? Free
Customer doesn't park print-heads or do any maintenance? Free
Run indigo paper through an igen causing fuser roll replacements every 20k pages? (Life is 500k) Free
Meanwhile we get screamed at for using parts. No one will back service in this organization.
If Xerox sold cell phones you could break your screen all year long and get free replacements.
No new news. Piece of junk machine they acquire from smart designers they sell it to Xerox they make money and stupid Xerox starts production and loose tons of money. Welcome to the Document Company.....
Re: $28k printheads: the amount of loss due to fraud and plain customer neglect is mind boggling. But paying for Effective fraud control is expensive and my view is some of the neglect is part of a scheme that some of our sales people are part of, beyond simply looking the other way.
When I was in Webster last Oct I was told Impika has never been profitable and was being k–led.
When I was in LA a few months later, I learned of an ASM has ordered his team to not write off $250k in parts already used against the product.
Xerox will not charge a customer for neglect. If we did, we might recoup some of those $28k printheads. You can blame sales for this
Impika was a waste of money to begin with
Sadly, another bust in xc m&a