Instruction for Servicing the Xerox WorkCentre
When you have a problem that requires attention by someone outside your office or area, follow these steps to ensure you receive the quickest response and resolution available:
Call Xerox Service at 800-821-2797 to report the problem.
Contact the DoIT Service Desk, give them a brief explaination of the the problem and inform them you have already contacted Xerox Service.
If the problem is handled by Xerox, either by one of their Service Tech's walking you through over the phone or a Xerox Service Tech was dispatched, contact the DoIT Service and let them know the problem was resolved. Refer to the DoIT Service Desk ticket number you received when you reported the problem. Steps 2 and 3 are essential because DORS' DoIT staff will be tracking the progress of the resolution and will contact Xerox if the problem is not handled in a reasonable amount of time.
Here are some important tips to keep in mind when working with a Xerox Technician:
If they want to troubleshoot the problem over the phone and you don't feel comfortable doing what they ask, tell them to send out a Tech. You don't have to do anything you're not at ease doing. You're the customer and we've paid for the Service. Contact the DoIT Service Desk if they refuse to send someone out. DORS' DoIT staff will handle it from there.
Before you let the Xerox Tech off the hook, make sure everything is working as it should. There have been instances in the past where they've installed an upgrade or a new part and our DoIT staff needed to reconfigure things on our end as well.
Put a label with the Xerox Service Phone Number (800-821-2797) right on the machine so everyone in the office will know what number to call.
