Dark Star
We've been using midshire for roughly a year now. We have a number of Sharp printers, on our site, and the support/repairs were transferred to midshire.
Sadly, with midshire taking over, the service quality and response time has dropped drastically. While more often than not, we get an engineer arriving on site on the same day a call is logged, they always wait until the end of the day, usually within an hour of the time we have informed them that there will be no access to the building.
And almost without fail, if they arrive with less than an hour before the building closes to the public, they will work past this time, forcing one of our staff to wait behind before they can lock up for the night. (And this is in spite of their repeated assurance that a job will only take 15-20 minutes)
The big issue here, is that they spend almost twice as long cleaning the printer, as they will actually fixing the problem/replacing parts.
The other issue we have, is in getting engineers to return if they have had to leave a printer, due to lack of parts.
We had one printer down for the best part of a month, due to needing a part for the paper tray. The engineer given the job would repeatedly never show up, and they refused to pass the call onto another engineer.
We have another printer, that while working, is missing a part, since late October. Again, we have called multiple times for updates, only to be told they are still waiting for parts, or that they will get someone out to us.
On one of the rare instances when an engineer arrived and finished a job in reasonable time, one of our staff noted they had not left the site, and were just in their car.
One of them has informed me that their cars are monitored, so as soon as they start the engine, it notifies the system, in order to send them their next job, so it would not surprise me if the reason they spend so long on uneeded jobs like wiping down the entire printer, is to reduce the number of jobs they have to do each day.
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