The Xerox nightmare

Design Nine has a tiny service contract for an old Xerox printer. I had a billing question about a late fee that was assessed for the first time in more than twelve years. I wasted more than forty minutes on the phone with various Xerox reps, none of whom were helpful. Of the forty minutes on the phone, I spent about twenty-five minutes on hold, and I had to call three different numbers and had to talk to four different people.

None of them spoke English as a first language, and none of them were authorized to do anything but apologize for their inability to do anything. If I had a nickle for every time one of them said, "I apologize" I could have paid off the late fee. They had to keep apologizing because they literally could not do anything but apologize.

Xerox makes good printers, and we just did buy one to replace the one going off contract, but Xerox apparently does not care that we've spent thousands and thousands of dollars with them for more than a decade.

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