Because of Office1’s clear plan of action listed to the customer
Alternate Solutions
To ensure the customer never faced any downtime
The Challenge:
While we aim for perfection in our field, not everything always goes as planned. When unexpected issues arose for one of our long-term, valued customers, it could have been a major setback for them. However, due to Office1’s dedicated customer service and creative problem-solving, we successfully resolved the situation and preserved our strong relationship with the customer.
“Because [the Office1] Team was continuously on top of the whole situation and informing me of every step along the way (which I really appreciated), they made the whole situation as painless as possible for us.”
Innovative Solutions
This downtown Los Angeles law office has been a loyal Office1 customer for 7 years. When their contract was up for renewal, they quickly chose to continue their partnership with us. The new agreement not only included an upgraded machine but also came with reduced costs.
The removal of the old machine and installation of the new one proceeded smoothly. However, the law office soon reported a problem with the finisher – it simply wouldn’t work. Office1 promptly sent a replacement, but unfortunately, the second finisher also failed to operate. This created an immediate issue for the law office, which relies heavily on printing for court preparation. Instead of continuing to troubleshoot the malfunctioning machine, Office1 quickly removed it and provided a loaner to ensure the law office could continue their daily operations.
Meanwhile, we took the faulty machine back to our facility and escalated the issue to the manufacturer. With the combined efforts of our technicians, our VP of Service and the manufacturer’s team, the problem was identified as a manufacturing flaw. We promptly delivered another brand-new system to the law office, which has since been operating without any further issues.
“We are a small office with only one production printer and were in the middle of preparing for a big arbitration. This could have been bad, but our [Office1] Team came through. Thank you.”
Communication & Transparency
Thanks to the efforts of the Office1 Account Representative and technicians, we were able to handle this unfortunate situation as smoothly as possible. We take pride in our commitment to clear communication and transparency, ensuring that our customers are always informed. We greatly value our relationship with this law office and appreciate their openness, which helps us address and resolve any issues effectively. We look forward to continuing to serve their needs.
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Let’s talk about managed services. Let us know a good time to reach you, and our technical experts will be happy to connect with you.
