Here is a nice picture of the kiosk that sits in front of
the office. For the past month and a half, the printer has been on the fritz. It started one day when a customer made a
payment and the receipt kept printing. I
had to go out and turn the printer off we had already rolled about 20’ of paper
out of the machine. From this point on
the printer stopped working.
I called the kiosk company and quickly found out they have field
techs that can be on site instantaneously.
The reality is I am their field tech because they do not send one out… So the origanal phone call goes something like this.
Me: the printer does not work.
Them: what is it doing?
Me: not working.
Them:……………
Me: Uh, there is no power.
Them: What was it doing before the power stopped?
Me: Continuous printing, over 20 feet of paper without
printing anything you can read.
Them: It is a communication cable problem.
Me: But there is no power.
Them: We are sending you a new cable call us when arrives
next week.
Me: But the printer is not working now.
A week goes by and the communication cable shows up, so I
call the company and they politely (they are very nice people) tell me to
install the cable and to call them back. 30 minutes latter I finally get the
cable in. This cable is held in by 20 +
zip ties. I call the company back and they say…
Them: Now turn on the power.
Me: The power switch is on.
Them: Can you see the test page?
Me: ….No… there still is no power.
Them: We will send you a new printer.
Me: And that will fix the power issue.
Them: And we will send you a new power supply.
Me: Thank you
Them: It will arrive in about a week.
It did arrive in a week but I was on vacation that week so
two weeks later I call the company and say I have the printer now what?
At this point I am going to stop typing the dialog because the
installation of the new printer and new power supply took a couple of hours and
several calls. It was not very fun and
there was a whole bunch of zip ties that had to be cut. This is the point I realized they did not
send any zip ties to replace they ones that had to be cut. Duct Tape to the rescue.
This time when they asked for the power to be turned on it
did come on. And the printer started spitting out 20 to 30 ft. of paper. Almost four weeks have gone by and we are
back to the original problem. I stand
out at the kiosk for another hour while they run test to no avail. The answer is “We need to do some research on
this”. The following Monday I call back
to follow up. “Hey guys it has been a couple of days have we figured out
anything on this printer situation”. The
answer is that I need a specialist to call me and to work this problem. The truth is I have needed as specialist to
come over to the property and fix this printer four and a half weeks ago….. Wednesday of last week I got a call and was
talking to the specialist and he loaded drivers and reloaded drivers, he tested
the printer and he retested the printers. He even would hang up the phone
because what he was trying was going to take a while then he would call back
and test the printer and retest the printer. Finally in the end 5 and ½ weeks later
I have a working printer.
This is a look at the final days testing of the printer
aftermath. I have seen the inside of
that machine just a little too much.
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