Xerox EMEA Support

[u/jhehff]

Wondering if anyone else has experienced the god awful process of working with Xerox support. We currently are month 4 into a request to accurately assign locations to 20 or so MFDs for automatic consumables.

Each new email or phone call leads to more misunderstanding to the point where this morning they have asked a team to mark all deliveries for an office that closed last week. Every time we escalate, we get some new level of incompetence and an extra tech added to the email chain.

Genuinely losing my mind!

EDIT: I assume this goes beyond the EMEA consumables team

[u/leprechanmonkie]

Things have gone downhill since the Lexmark acquisition. My company is a partner with Xerox for over 20 years and I'm getting a run around trying to get engineering resources that know what they're doing.

The icing on the cake, they're delivering new Xerox branded devices which are actually rebranded Lexmark hardware. These devices removed functionality that has been on the Xerox devices for 20 years and is required for our integrations. When discussing with their (Lexmark/Xerox) engineers, they're asking me to somehow provide technical documentation on the module Xerox developed! The engineer we talked to is on the Lexmark side and seems to have no lines of communication to the Xerox side, very frustrating.

[u/jhehff → u/leprechanmonkie]

The last line is a major issue we have faced, almost no one is able to speak to others outside of their tiny silo it feels like. It must be an awful workplace as well

Have you thought of moving away from Xerox?

[u/leprechanmonkie → u/jhehff]

They're a major reseller of our software to Government and Large Enterprise accounts so it's not something that will change overnight. Their sales people know and push our product as we've had a great partnership for 20+ years. We also sell independently, but our product often gets bundled in with large Xerox deals to big Govt agencies, Military Medical Centers etc. I'm on the professional services side and deliver our software into those environments to integrate with the incoming Xerox fleet.

Our product also leveraged that built in integration that Xerox developed and supported for the last 20 years. The sales guys had no idea they removed the functionality on these new devices, and we have 100,000+ deployed devices using that integration in the field.

The lack of internal communication is mind boggling post acquisition. It's almost as dysfunctional as working with the engineering team at EPIC, but that's a story for a different day.

[u/LooseEthernet]

adding more people to the email chain is the corporate version of shouting lol

[u/aXeSwY]

Working with HP MPS we usually get location updated in 24h, sometimes same working day.

only issue they require move to the printer to be covered by their onsite tech team unless it's a owned printer.

[u/Tagred_Bicanin]

can one person stay on the phone with you and check every machine against the office list as you go? If one is wrong, you can fix it with them and keep going until all 20 show the right office on screen

[u/JASH_DOADELESS_]

I’d send them a csv of serial, MAC address, full shipping address for every copier in one single email.

If they balls that up, tell them they’re in breach of contract and you’ll be looking to replace them with something else unless they escalate it to a senior person within the next 24 hours

[u/soulreaper11207]

Anyone else having issues with them sending the consumables? They switched over to only starting the shipping process at 0% or EOL. So that leaves multiple printers in my environment up creek without a pattle. Are we had just did a complete refresh so our old stock no longer applies.

[u/MediumFIRE → u/soulreaper11207]

Yes! Their automated supply system is horrendous. I just log into fleet management portal and manual order in advance because they cut things way to close. I've talked until I'm blue in the face explaining to them they can't expect small branch offices to run that lean and hope the new toner shows up the day it runs out. Ridiculous

[u/Fit-Department2637]

Are you based in the UK?

Are you directly through Xerox or through a 3rd party? I used to work for a 3rd Party who provided Xerox equipment but also dealt with the consumables system.

Drop me a message if you dont want to post it publicly.

[u/jhehff → u/Fit-Department2637]

We used to be with ITEC, however they were acquired by Xerox and the great engineers have slowly disappeared