Escalated Support

I recently purchased a Xerox N2125. After several frustrating hours trying to get the thing to work from Pagemaker and Photoshop, I finally called your support line - convinced before I picked up the phone that it would be a complete waste of my time. I was shocked to discover a real person on the other end. After a few minutes, they realized they couldn't help me and got me to someone who could. Your Product Support Specialist helped me download an extension from your website and I was printing away within minutes.

Within minutes of hanging up, I discovered that I couldn't print labels - and eventually discovered I couldn't print anything - from the manual feed tray. So I called back and talked to another Product Support Specialist and he was wonderful, too! He was incredibly patient (even when I wasn't) and together we figured out (after he talked to one of the design guys) that the roller had a film on it that was allowing it to slip. I wiped away the film and it works fine now.

I can't say enough good things about your support staff. Having spent frustrated hours on the phone with support people from other companies, I waited until the last minute to call (when I was ready to return the printer). Next time, I'll call right away!!! I guess the thing that surprised me the most was that they had such good knowledge of Macintosh and the software I was using - their knowledge wasn't limited to just the printer - which wouldn't have solved any of my problems. I'll have lots of nice things to say about Xerox in the future. And as long as your support staff is so wonderful, I will look to purchase Xerox products in the future as well.

Thanks again,
Lynde Ritzow
University of Oregon

P.S. As an aside, I was also very impressed with the way the printer was packaged - it was so easy to set up out of the box even though I'm not a linebacker. I purchased a separate duplexing unit and it just snapped right into place. Very cool.