I have been a customer of Xerox for 10+ years - first as a change agent for a large corporation located in Pittsburgh and now as the proud owner of Xerox printers for the past 42 months. I am a business owner/consultant whose product is represented by the documents produced on our Xerox printers. Exceptional print quality is a standard of my consulting practice, and I'm always promoting Xerox by informing our clients their documents are produced on Xerox printers.

At startup of my practice, I leased a DocuPrint C55. Later I purchased a DocuPrint NC60 and leased a second. The printers were leased/purchased from a Xerox partner located in Pittsburgh. I experienced several problems with the printers including drum malfunctions, vertical lines on the stack side of documents, and creases on paper/envelopes fed manually. I attempted to resolve my issues locally but was not successful. The local serviceman could not repair the purchased printer and ordered a replacement NC60 that still continued to malfunction. In my frustration I contacted Xerox directly and was fortunate enough to be served by your Product Support Specialist.

Your Product Support Specialist restored my confidence in Xerox and its products. He was an empathetic listener and agreed to rectify the problem. He kept his word and contacted me the same day with a solution. He replaced the NC60 with a Tektronix/Xerox Phaser 750 at no additional cost to my company.

I have had the opportunity to use the Phaser 750 the past three months. This product is far superior to the C55 and NC60. In addition, troubleshooting via your web link is exceptional. I was able to self- service and rectify two problems by viewing a photograph of the problem area online.

As I stated to your Product Support Specialist, I am in the market for a new printer every one to two years. I'll be sticking with Tektronix/Xerox for future buys thanks to your Product Support Specialist. You should use your Product Support Specialist as a role model and best practice to train other associates in the art of customer service. He is truly customer-centric, and that is rare. Just thought you should know.