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PRINT.IT
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Copier Contracts
Established in January,
the National Association
of Photocopier and Printer
Suppliers (NAPPS) aims to
prevent mis-representation
and sub-standard service by
holding its members to a code
of practice covering ethical
business practices and
customer service.
NAPPS director Aaron Warham
told
PrintIT
: “The reputation of
the channel has been blighted
by a small number of companies
doing dubious things. Some of
the contractual practices that
supposedly went away in the
‘80s have been around for a few
years. Awareness of that seems
to be growing so we are building
a community of document
companies that consumers can
have confidence in.”
In order to become a member,
a converged reseller, VAR or MFD
(Multi Functional Device) dealer
must go through an accreditation
process backed by the UK
Accreditation Service (UKAS) and
sign the NAPPS Code of Practice.
“It’s not just a case of paying
a membership fee,” Warham
explained. “The accreditation
process is very in-depth. We
have 120 points of evidence to
show how members deal with
customers. We look at service
KPIs (average call out times,
first time fixes etc.); and we look
at process-driven things like
training, the install process and
quality management systems.”
Warham said that NAPPS
currently has 50 channel
members from all over the
country and is also engaging
with manufacturers through a
partnership programme.
“Long-term we would like
NAPPS to cover the whole
industry so we need to work with
all major organisations. At the
A mark of trust
Amidst growing concern about a resurgence of
dodgy copier contracts, a new Association has
emerged to raise standards in the industry.
moment we work with Xerox
and Adobe as partners and
are speaking to Canon, Ricoh,
Konica Minolta and other Tier
1 and 2 manufacturers. We
have also spoken to a number
of Tier 1 lenders, the BAPC (the
British Association for Print
and Communications) and the
National Association of School
Business Management.”
As well as giving buyers
confidence in the values of its
members, Warham said that
NAPPS would provide a forum
for complaints. “If a customer
has a problem with a member or
non-member they can report it
to us or ask for advice,” he said.
NAPPS, as it is currently
constituted, cannot force
members to redress a wrong,
but it does have the ultimate
sanction of expulsion, which
Warham believes will be enough
to maintain standards.
“We have a disciplinary
process to deal with complaints.
It may not be to the level where
we can offer redress or financial
reimbursement, but we do have
the power to expel people from
the Association. We are taking
a moral position in the industry
and we have to maintain that.
The big comfort for end users is
that if people are expelled, word
will start to spread,” he said.
www.napps.org.ukprinting.
Ask to see lease and service contracts separately.
The service contract is a key element in your buying
decision. Make sure your prospective supplier presents both
contracts to you as separate documents. Clarity at this stage
is essential.
Find out the service cost per copy.
Did you know there was such a thing? Lots of customers
don’t. Less reputable suppliers hide the service cost per
copy by including it in the total cost per copy, which includes
capital for equipment. Ensure that all proposals state the
individual charge per copy for service.
Establish exactly what’s covered by the service cost per
copy.
Consumables and services included in a service cost per
copy vary between suppliers. Make sure what’s included is
stated clearly in the service contract.
Confirm if there are additional charges for installation,
networking, training, recycling etc..
The service cost per copy rarely covers every service or
product a supplier offers. It’s vital that you establish what
additional costs you might incur and in what circumstances,
and that your supplier states this clearly in the service
contract.
Find out whether colour photocopier charges are by the
‘scan’ or the ‘click’.
A colour photocopier creates a colour copy by using 3
colours and black. If your service contract charges colour by
the ‘scan’, each colour copy will incur four separate charges.
If it’s by the ‘click’ you pay one single charge.
Check the length of the service contract.
Lease agreements tend to run for between three and five
years. Regardless of the length of the lease, your supplier
should service and maintain the equipment for the full
term of your contract. Ensure that the length of the service
contract is written on all original documents.
Are you committing to an estimated usage?
Your service contract may commit you to a fixed number
of copies per month or quarter. Only agree to estimated
usage if you’re confident it’s an accurate reflection of your
requirements.
Negotiate.
If there’s something in the service contract that you believe
negatively affects your position, tell the supplier – don’t let
one issue stand in the way of a good deal. If the supplier
is prepared to modify the service contract in your favour,
go ahead. If not, don’t. Once you’ve agreed an amendment
make sure you receive it in writing from the supplier’s
service director.
Make sure contracted terms match those of the final
quote.
Always ensure that the lease and service contracts are
complete before you sign them. Check that the terms of both
contracts match those stated in your supplier’s final quote.
Check your equipment.
If you negotiated the deal, make sure you’re there to take
delivery and that the equipment delivered exactly matches
what’s listed on your final proposal, together with your lease
and service contracts. Confirm that machines listed as new or
refurbished fulfil the precise specifications you’ve agreed to.
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NAPPS Top 10 Tips
How to get the best from your copier supplier
Aaron Warham, Director, NAPPS