I recently needed to have my old, PC6RE Canon copier machine repaired because I destroyed it by using a new kind of "stone" photo paper which somehow got jammed and melted on the heated roller, that I learned later was irrepairable and no replacement part was available for it. Before learning this from Cal Tech, I'd called two other repair places with which I'd had repair work on this and a printer done before, but got a language-based misunderstanding of my inquiry and consequent rude, phone hang up by the proprietor at the first plase. At the second place, the operator ignored my request to be connected to the repair department, asked if I'd had any work done by them before, then put me on hold for more than 5 minutes after I repeated my request to be connected with their repair department. No one answered so I called again, got a different operator who also ignored my request to be connected to the repair department and insisted that I explain the nature of the problem to herself, to which insistence I asked if she were a technician. When she responded that she was not, I told her that there was no point in describing the problem to her and repeated my request to be connected to their service department. It was only then, that she informed me that no one was in their service department that day (a week day).
So, I resorted to the yellow pages, and called Cal Tech because it was very close to home. The courtesy and service I received from Cal Tech can only be described as unbelievable, particularly in contrast with the treatment I'd just received from the two previously called businesses. There was politeness, and a straightforward offer to have a free evaluation of the work needed and estimate of the cost by a technician, without any effort to screen any state of unreadiness nor to be officious, as experienced in the immediately previous contact.
The evaluation went as I feared: irreparable, because, as I was aware, the machine was so old, that Canon did not support it with parts nor even toner cartridges, which I'd been refilling myself. But Cal Tech agreed to dispose of it, and another identical (salvage) unit I'd brought in for parts, for me without charge, even without any obligation to buy a new one from them because, I believe, that none other than its president, Kathy Clifford, had noticed that I was handicapped on crutches and needed a helper to bring the machines in, originally.
After looking at available machines at Office Depot and Staples, I did purchase a replacement machine from Cal Tech and received several more incredible courtesies which I am still in wonderment about, as to whatever I'd done to deserve them, as a complete stranger. No other conclusion can be made except that Cal Tech is operated by the type of people with an attitude bent on providing a level of service for satisfaction that consumers can truly only dream about! I'm henceforth sticking like glue to Cal Tech for all my office machine needs. What a lucky day of discovery it was for me!
Richard M. Takase