Yesterday and email was sent out stating that the pricing system, VQ is going to discontinue the Total Satisfaction Guarantee in the T&C's, along with the image on the order agreement. So much for the replacement guarantee. It sure appears the writing is on the wall for this program going away. The TSG program has certainly been sure has been a differentiator with competition and a huge selling point. NFL - not for long...
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To the Xerox Manager who posted: "This isn't new and why should xerox do it when no one else in the industry does it? It is a huge cost and customers have abused it for years."....
... I care about the customers who were promised that Xerox would stand behind their equipment. The TSG was pitched as a differentiator and a reason to buy Xerox. FYI, it still mentions the TSG and the fact that it's a customer's decision in the Terms and Conditions of a contract. Legally, Xerox is on the hook for it I would think.
If Xerox wants to remove the TSG for new agreements going forward, that's one thing. But it should not affect customers who were sold with the TSG...period.
I find out in the summer that the TSG was going away. b---s---... Especially when current customers might have gone with X because of that alone.
How about the fact that X will be charging for apps that were free and don't work very well. Scan to Cloud will be about $10/month/machine.
I suggest anyone no longer with the company but who still cares, 33 to reach out to the management team and point them to this site, or better, give your thoughts to them. Such as regarding TSG and many other obvious bollocks.
I feel that By cutting the TSG, Xerox is showing that it doesn’t care about its customers. As other posts have noted, many parent contracts include the TSG language and to not provide it is a breach of contract. Further, those promised a TSG at time of lease or purchase have a contract as well.
Beyond the fact that most find this to be a stupid decision, key customers will simply leave. Xerox is no longer standing by its products.
This isn't new and why should xerox do it when no one else in the industry does it? It is a huge cost and customers have abused it for years.
They are going to get into legal trouble
We already had a tsg blocked. It is in the customer's current contract that they are entitled to this
Your right.. with such an unstable environment for a while now.. how could we ever not see it coming
No surprises they promise you something then take it away..
How will it work?