PCR - Printer Care Revenue



Delegated Staff:
Service Controller, Head Office and Field Engineers


Nashua Head Office on the AS400 logs a Nedcor call.

The Service Controller allocates the call to a Field Engineer

There is a response time of four hours for the call to be done.

Engineer resolves the task and gets a signature on the meter reading and workwide.

Once a task is resolved on Service now and closed, a transaction is automatically created on the AS400,
  Other Franchise Printers on PCR


 The Service Controller allocates the call to a Field Engineer  

There is a response time of four hours for the call to be done.

Should the printer need parts, a quotation is to be sent to Franchise owner.  Franchise will either accept quote of send parts with couriers.

Machine repaired and call is logged off on the AS400 a transaction is automatically created and billed to Franchise owner

Below is a brief point form explanation on Printers that come into our area from another franchise.

 

1.      Printers do not have DSR but PCR (Printer Care Revenue)

 

2.      PCR does not cover parts, but does cover Travel & Labour.

 

3.      The distance factor is included on the PCR rates.

 

4.      Consumables are chargeable to the owner franchise (if an inclusive sale) FTP (Franchise Transfer Price i.e. cost price) at the current margin.

 

5.      If the customer is responsible for the consumables a ceiling price applies from the FTP.

 

 HOW DOES PCR WORK?

 

  • In the first year of the printer’s life, Nashua Limited will supply, free of charge, replacements parts for all defective printer parts.
  • The majority of replaceable parts are consumable parts, i.e. maintenance kits. Accordingly, the client pays for the majority of replaceable parts.
  • PCR covers labour and travel.
  • PCR does not cover parts and must therefore be quoted to the franchise owner FTP with the relevant margin

 

1)     Nedbank printer then parts are just replaced and automatically billed to KPN using the “IM” number as an order number.

1.1.   It is known that fuser units melt on the Nashua N20’s so the fuser units and the main boards have to be replaced together.  The main board must be sent to KPN for repairs and ensure that it is stipulated on the problem report that the fuser melted.

1.2.   If for some reason a Nedbank printer can not be repaired on site then please inform Trudy at KPN on (011) 232 8713 and a loan machine must be installed.

 

2)     Edcon, Legit, CNA etc (the EDCON group from CEN) must be quoted and mailed to the relevant person at CEN.  Under no circumstances are parts replaced without that person being notified.  This is very important because should the part/s that need to be replaced are too expensive then that person will either send cannabilised parts or a new machine to the client.

3)     All other major printers will fall into the same procedure as explained above in point number 2 and mail or faxed through to the responsible person.

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