At Thermocopy, we are committed to providing our clients with a level of excellence in customer service and support that is unmatched by any of our competitors. We strive to make every customer a “Raving Fan.” We’d love to hear from you with any comments, suggestions, or questions you may have.
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Thank you for providing great tech support on your products. It was a pleasure to work with Curtis [Carter] today. He was kind, patient, professional, and solved the problem with the scanner communicating with my computer. Thanks to all for a job well done.
Office Manager, Grainger Farmers Co-op, RutledgeOur service technician, Mark Payne, began investigating a problem related to an error code. When he arrived at our office, the code had cleared and the Ricoh appeared to be working correctly. Mark took the initiative to troubleshoot the problem, even though the problem seemed solved. He replaced a Dev unit and performed some other routine checks. During this process, the problem returned, but this time the problem would not clear. Mark dug deeper into troubleshooting and tried to solve the problem onsite, but then Mark decided that he needed to return to the warehouse for additional parts. Mark said he would be back. Quite some time passed and we began to suspect that Mark had done something, anything, to avoid coming back to finish the job from h---! He returned with more parts and a smile on his face. He explained that he had removed parts from a unit in the warehouse and that had taken some additional time. Mark installed the new parts and the error code disappeared (for good). Mark then reassembled the copier, performed some additional routine maintenance to get our copier ready for the coming summer months when the humidity rises and causes us problems.
Mark could have swept the dust off of the copier and gone on his way when the error code initially cleared itself. Instead, he made sure that the problem was fixed and fixed right. I appreciate his dedication and work ethic and wanted you and Thermocopy to be aware of his commitment.
ACES Systems, KnoxvilleI would like to take a moment to express my gratitude and satisfaction for the service SES’ family of companies receives from Thermocopy. Jane [Haney] is an incredible account manager who continually brings ideas and solutions to our company. She has identified many areas in which the products and services offered by Thermocopy can increase our productivity and cut our administrative costs. She has not only gained, but also maintained, the trust of my company and has proven that Thermocopy is indeed the best choice for SES. John Dech is the other Thermocopy employee that I’d like to single out because of his extraordinary customer service. He is reliable and trustworthy, and has displayed his devotion to both Thermocopy and SES. I can count on John to get in and out with minimal interruption and to take care of any maintenance issue we have with any piece of equipment we have! I also give kudos to Joe Krauss and Todd Sheppard for their hard work and am pleased to have them as a resource. I couldn’t be more pleased with “my Thermocopy team.”
Project Controls Manager, SpecPro Environmental Services LLCThe level of service we receive from Thermocopy has always exceeded my expectations. Every one of the techs that have been here have always conducted themselves in a very professional manner. They are quick to diagnose the problem and make sure the problem is resolved before leaving our site. Even if I call for phone support, I usually have a return call in less than 15 minutes. It is a pleasure working with people like Jake Allen, Jane Haney and Michelle Lovett. Thanks for the great service we receive from the Thermocopy team.
IT Administrator, Vinylex CorporationI would like to let you know what a valuable employee you have in Stan Irwin. Stan was the first Service Technician we had when we purchased our first copier from Thermocopy. He has always been very cooperative, patient and informative with us and those qualities really mean a lot in today's business world. He knows what our shift changes mean for paperwork that has to be copied before the team leaders can leave for the day and always works around that when he can. He is our favorite Service Technician. Not that your other techs aren't good, they just aren't Stan. We look forward to working with Thermocopy and Stan for many years to come.
HAVCO Wood Products, LLC There was a problem with the Ricoh Aficio MP5210 printer/copier scanner feature this afternoon that had to do with “authentication.” I called Thermocopy through whom we lease the unit and with whom we have a service agreement. Using the Supportworks program, Jonathan [Strader] was able to remotely correct the problem, and now we are back in business. Jonathan couldn’t have been more pleasant to work with, and he corrected the problem in no time. If you have experienced problems (and I had not until this afternoon)...it appears that Supportworks really works! I am so glad we have Thermocopy to support MS Technology.
MS Technology, Inc.
We just wanted to thank you again for the new copier. It has made all our jobs easier. Floyd, you are just too good at your job! Thanks again!
Tallent Title Group, Inc.
I just wanted to leave a comment to say thank you. Your technician, Rick Newberry, came to work on two of our fax machines and did a wonderful job on fixing both of them. One of them needed new parts, so he made phone calls to secure the part, went and picked up the parts and came right back—he did not leave me stranded without my fax machine. He even cleaned up and put everything back in place. I think Rick went above the call to make sure we were up and running again. Thank you for your service—it makes our job a little easier when our office equipment is in top working order.
Patient Admission Support Services, Covenant Home Care
I would just like to comment on the wonderful performance of our service technician Mark Payne. I am always truly impressed with the level of professionalism demonstrated by Mr. Payne and how technically skilled he obviously is. He is always timely, responsive to our questions, and very friendly and engaging in his demeanor. His approach to his work and his customers should serve as a model to his peers and his representation of your organization should absolutely be recognized as best practice. We at Peninsula Village are genuinely pleased to have Mr. Payne support us in meeting this necessary and vital function of our everyday business operations.
I just want to say what a pleasure it was to work with our service tech yesterday on the installation of our new multifunctional equipment. The transition from our old equipment to the new went so smoothly that our work here in the office went uninterrupted. The training he provided to me and my employees after installation was very clear and concise. Thank you for the wonderful customer service your company provided yesterday and extend my thanks again!
Plant Manager, Trinity Industries, Inc.In my book, Greg Hubbard is Thermocopy’s Employee of the Year. If we have a problem, he is here promptly and there is always a smile on his face and a spring in his step. He exudes a professional and courteous attitude. He is knowledgeable, efficient — just impeccable. We looked at the service side when we were shopping for copiers and it was really simple. Greg Hubbard and Thermocopy. Great people deserve the best and he is definitely one of them. I would also like to thank Lloyd Evans, Tony Walker, Chris Sizemore, and Jonathan Strader. From Sales to Service, I am very pleased with our decision.
McCarty Holsaple McCarty, Inc.I wanted to take the time to write you today to tell you how much we appreciate Brian Durham’s help each time he comes out to service our copiers. He is and has always been courteous, helpful and knowledgeable of the office equipment he services for us.
Y-12 Protective Forces Division
The services provided have been absolutely wonderful. Jane Haney is fantastic in responding to our needs. I would like to comment on how professional the Thermocopy technicians are that service our printers—they always go beyond the problem to service any other issues they may see. What a great group of people you are!
Architectural Graphics, IncI just wanted to say thank you for sending Mark Payne out to our facility to service our Ricoh copier. Mr. Payne answers the majority of our service calls and is always cheerful, courteous and well mannered but most of all he is knowledgeable. He is always able to find our problem, correct it and communicates with us quite well as to what he has done.
Pediatric Consultants at UTI wanted to let you know how pleased we are with John Dech's service on our copiers. He is a good listener and seems to know just what is wrong when we tell him what has been going on. He is always pleasant and very customer-oriented.
Oak Ridge High SchoolMy experience with Thermocopy has been all positive. Working with Phillip Graves is always a pleasure…he’s knowledgeable and such a class act. Phillip and I go back a long way—at least three years, which is another plus about Thermocopy—your folks stay with you, so it is possible to develop a working relationship with them. Your equipment works great, and when there is a glitch, you come through with the service necessary to correct the problem and always in a timely fashion.
MS Technology, Inc.It has been a pleasure over the past several years to have Thermocopy supplying our copier needs and related services. One of the highlights in working with Thermocopy has been our account representative, who has gone above the ordinary call of duty in supplying quality service to my law firm and title agency. Thank you again for the good service that Thermocopy has provided to us.
J. Michael Ganer
Garner & Conner, PLLC Attorneys at Law, MaryvilleI just wanted to let you know about the exceptional service that we have received from Curtis Carter. We have recently purchased a new printer from you that will be delivered on Monday. In the meantime, our printer (that was from another company) stopped working. Curtis was able to get us up and running in no time. You have a great asset in him and we look forward to working with him and Thermocopy in the future!
CL Butcher Insurance Agency, Knoxville
I just wanted to let you know how smooth the transition was for us when your techs came and installed our new Ricoh. I happened to be busy with two other technology issues here—our entire phone system and our banking desktop—but all I had to do was give them a few concerns with certain users and they took it from there. Trust me, this is not the norm for us. I am not used to someone else doing the tweaking but I am very grateful to Pete Bowen who stayed and helped finalize the drivers for the most critical users and then worked with me to ensure I could setup the rest. Pete and Peter [Moen] are very witty—I personally enjoyed their humor and like the way they seem like they have always been a part of our team. What a great experience!
Holston Glass Co., Inc.
I wanted to let you know how much we appreciate Mark Payne. He is always extremely professional and goes “above and beyond” whenever we have a service call. I'm sure you recognize his proficiencies and can-do attitude but I wanted you to know we recognize those traits as well.
Sharon H. Shields
Realty Executives Associates, Maryville OfficeJane Haney has been one of the most positive, pleasant business people with whom I've had the good fortunes to work. Jane is very knowledgeable and professional. She has always been eager to work with the credit union no matter the problems or situations confronting us. Since the beginning of our relationship, the credit union has had many questions involving lease, purchase, equipment, competitors and leasing company situations. Jane managed to tactfully and professionally help us with each incident. I don't recall any situation where a credit union staff member was not pleased with Jane's answers, performance or service.
Through the years she has also been very faithful, understanding and gracious when answering any questions and providing all of the information I've needed. She has been my educator and guide in the copier business. I would like to commend all of her skills. She has proven to be a person I, or any credit union staff member here, has been able to depend on as our business documents advisor. In my opinion, having Jane as our Thermocopy representative has proven to be a win-win situation for Thermocopy and ORNL Federal Credit Union. I'm thankful she was persistent!
Purchasing/ Accounting, ORNL Federal Credit Union
I just wanted to say how much we appreciate the service that Brian Durham provides to my branch here at ORNL Federal Credit Union. He reminds us what it means to give excellent service. He has always been friendly, courteous, and efficient—he treats us like family. What a pleasure it is to have him in my branch.
Lab Branch Manager, ORNL Federal Credit UnionWe are so pleased with our new copier purchase and installation from Thermocopy! We had a very positive experience with each step of our new equipment purchase. Matthew Coleman and Paige Dean worked very hard to get us the equipment that we needed at a good price. They ensured that we got our device very quickly, which was wonderful since our old machine was hanging on by a thread! Once the equipment arrived, Tony Walker came out to install and he was FANTASTIC! He took our old set up that was a mess and streamlined the whole process for us. Tony was able to do in just a few hours, what other companies couldn't do for us in four days! He set up the machine exactly how I requested it and I felt very confident using it after his training. Then Matt and Paige came back for additional training for our office—above and beyond!! I've even been impressed with the technical support line, as I called in to get a setting changed on our machine and they had me fixed in under 5 minutes! I would highly recommend the Thermocopy team to anyone looking to purchase a new piece of office equipment.
Office Manager, Slyman Real EstateThis note is regarding the Ricoh Postscript color setting issues your technician and I talked about yesterday. Tony Walker figured out something the Ricoh representative did not. Allowing me to use the profiles from my program makes a major difference in the color output of my Adobe InDesign projects. I have experimented with a few different profiles which have brought the color output reasonably close to my swatch books. My thanks to Tony for taking the time to work with me, he’s a great asset to Thermocopy.
Graphic Artist, Museum of Appalachia We wanted to thank you for your time last week. I know we’re small peanuts compared to the majority of your customers, but we appreciate the importance you place on our business. The excellent service you provide is what keeps customers loyal. We appreciate you!
Deana & Gerri Woodruff
Woodruff Construction, LLCI just wanted to send a note to you to tell you how much we appreciated the prompt response and the assistance to our business from Thermocopy. Our computers had been down for the third day and we had not heard back from our computer company to that point. Jacob Allen quickly returned our service call to discuss the problems and came out right away. He rapidly assessed and corrected our problems and got us back up and running! Jake was professional and friendly, and also explained things in a manner that I could understand. Jake and Todd Sheppard came by today to discuss our future service agreement. Todd was very helpful and knowledgeable and I look forward to having Thermocopy helping us with our IT needs.
D&M Contract Flooring, Inc.
I wanted to let you know that I had a wonderful experience last Friday. I was having trouble with our scanner/copier and Jacob Allen was very quick to contact me and help me with the problem. He was very nice and helpful. He really made our day and fixed our scanner. I just wanted to let you know what a wonderful employee you have. Thanks so much!
ORNL FCUTodd McAllister came to fix our Ricoh and did a wonderful job. He called and updated me about what was going on and where the part we needed was at all times. He was very professional and extremely nice. He even went above and beyond by not only fixing the motor problem, but getting a few other parts for us that had some wear and tear. It was a pleasure having him in the office and I hope to have him service the equipment again should we need it.
We had a great experience with Jacob Allen yesterday. You all have the best customer service in the land and Jacob really shines. He’s professional, personable, and knowledgeable. He does your company proud and we appreciate him and we just wanted you to know it. Thanks!
Law Office of Attorney Drew McElroy, Knoxville
I just wanted to take a minute to say that is always a pleasure to have Mark Payne come by when we have a service call. He is very prompt in responding to our calls and he is always very polite and extremely helpful no matter what we are needing. His customer service and his attitude are always extraordinary. You are very blessed to have an employee who is so dedicated to his job and to helping others. Thanks to all of you for all of your hard work.
Theresia R. King
Vanderbilt Mortgage & Finance
I would like to thank Thermocopy for the five years of excellent service on our copier. The service techs are always knowledgeable and personable, as well as exhibiting a professional posture throughout the service visits. They are always helpful and informative whenever asked about the problems we are experiencing.
Sunshine Playschool, Oak RidgeI just wanted to let you know how much we liked the tech that came to service our copier. He was not only pleasant but went out of his way to make sure that we all knew how to use the copier, and he taught us some tips to keep it from jamming. In the past, other places where I’ve worked used Thermocopy. I have to say he is the nicest representative I have met from your company—everyone is great, I have never run into a bad rep from your company—but this young man was very personable.
Staci C. Bowling
TCSC-TOGI want to thank Jane Haney for her innovative ideas and top notch support of our company. Over the years she has continued to look for ways to make our operations more effective and cost competetive— arranging statewide support and following through on every issue. Great job Jane...great job Thermocopy.
Mortgage Investors GroupI am the Reservations Supervisor at the Park Vista Hotel. We had a toner crisis earlier today. The toner in our fax machine went belly-up suddenly. Our fax machine is a life-line for our department. We have tons of internet bookings from channels such as Hotels.com, Hotwire.com, etc. The reservations come through to our fax machine and must be manually entered into the hotel system. As you can imagine, it will really keep us hopping on a busy, holiday weekend.
I called to explain my desperate situation and the Thermocopy representative who took my call and sprang into action. She went above and beyond the normal service call and helped us track down a toner cartridge that we could pick up immediately rather than having to wait until Monday for delivery.
She was my saving grace! I definitely feel that she had genuine concern for my dilemma and went out of her way to help me. This is a true inspiration to those of us that work in the customer service world…knowing that we can truly make a difference when putting forth an extra effort.
Reservations Supervisor, Park Vista Hotel
We have many systems at our Cross Park office, but our large mailroom copier is essential for our daily operation. It is fast and has the finishing capabilities that we rely on everyday. When it went down, our staff quickly reached desperation stage. This was a very busy time for us and Thermocopy brought in another copier on loan. That helped. I know that was added expense for Thermocopy but was essential for us to function.
Although the manufacturer was an obstacle in our ability to recover (the parts were delayed, and then they were wrong), Mark Payne was a trooper. Some of the specific details of that week are hazy at this point but I do know Mark's attention and actions got us up and running when the manufacturer goofed. It took a week to get the right parts for our copier and Mark installed them promptly and stayed with us till we were comfortable. It's almost like his intuition told him to stay with us for a bit. The system went down again and thank goodness Mark was still on hand and repaired the problem in short order.
Mark seems so dedicated and genuinely cares about the customer. I am grateful that he was the technician who walked us through this rough time. While I'm sure all your technicians can install parts, Mark's demeanor and expertise was very reassuring. Don't get me wrong—all your staff are good to work with—but in this particular instance, Mark excelled!
And I can't end this before I mention Jane Haney. Wow! She never lets us down. During this downtime we had a complicated Board mailout that had to be completed. She stepped in and carried it to Thermocopy to print. It is wonderful to know we can count on Thermocopy!
Director of Operations & Services, ETHRA
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