Xerox Service Request Status

Did you know that you can now track your service call?  Yes now you can use the Xerox Service Request Status page to follow the progress of your technician.  Though we hope that you can use online support to solve any issues you have with your machine(s) we know that occasionally you may require a technician.  Now you can simply enter your machine serial number and your zip code to get the status of your service request.  This tool is intended to keep you up-to-date with status information and estimated time of arrival (ETA).  The site will also give you the name of the technician that will be performing the call. This tool is available for service calls in North America.

This real time information will help you or your printer fleet administrators follow your service requests through to completion. Faster access to your service status will allow you to better manage your business, improve your productivity and create a great customer experience. The statuses you see will include Scheduled, Traveling, On Site, Complete, Return Visit Scheduled (when required) or Cancelled.  To update or cancel the request you will need to call your Xerox Help Desk.

This is an example of the screen you will see.  As you see the status on this example is “Traveling” with an estimated time of arrival (ETA) of 12:00 PM CST and John Black the assigned technician.

traveling status

The Xerox Service Request Status tool is available for many of the multifunction devices and printers.  To find the link and / or to see if this tool is available for your machine please navigate to the online support page for your machine.  Look on the left hand side under the Product Support Links section for the Service Request Status link. The link is also located on the Contact tab.

link

If you are a Xerox Phaser user this site might seem a little familiar.  Phaser users have a site of their own that has been in place for a while.  Here is the link to the site for the Phaser users.  Please make sure you use the correct site for your machine type.

Consider bookmarking the Xerox Service Request Status site for use anytime you need to check the status of a service call.

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20 Comments

  1. Brian Hughes January 30, 2017 - Reply

    This is by far the absolute WORST most unfriendly website I use at my office. Trying to find help is literally impossible. Why not just have a “Service Request” tab?

    • Cheryl Otstott February 6, 2017 - Reply

      Hi Brian,
      Thank you for reading the At Your Service blog. I apologize for the frustration with the site. I have escalated your suggestion to the people that handle the webpage. To place a service call you can call your local support centre.
      Thanks,
      CherylO-Xerox

  2. CAAAARRRRLLL March 27, 2017 - Reply

    A placed a request 4 days ago and there’s still no record of the service request on this location.

    • Cheryl Otstott March 30, 2017 - Reply

      Hi Caaaarrrrlll,
      Thank you for reading the At Your Service blog. If your request is not showing in the Xerox service status link you will need to contact your local support centre to get an update and to report the problem.
      Thanks,
      CherylO-Xerox

  3. Dorothy July 12, 2017 - Reply

    I support Brian and Cheryl’s statements. This website is not user friendly. Can we please get a “Service Request” tab.

    • Cheryl Otstott July 19, 2017 - Reply

      Hi Dorothy,
      Thank you for reading the At Your Service blog. I have escalated your request. I do not have any information on if or when this feature will be added but stay tuned because if it is offered we will write about it!!
      Thanks,
      CherylO-Xerox

  4. Kim July 12, 2017 - Reply

    Where the heck is the service request tab just to place a service call? Frustration is beyond words! Please fix this issue.

    • Cheryl Otstott July 19, 2017 - Reply

      Hi Kim,
      Thanks for reading the blog. I understand your frustration. I have escalated your request for a service request tab / link. I do not when or if it will be implemented. We will write about it if it does become a feature of the support sites.
      Thanks,
      CherylO-Xerox

  5. Wanda Moore October 5, 2017 - Reply

    Same issue as everyone else……………..WHERE IS THE SERVICE REQUEST FORM???? Don’t tell me you are going to pass this info on, just tell me where to find it.

    • Cheryl Otstott October 13, 2017 - Reply

      Hi Wanda,
      Thank you for reading the At Your Service blog. There is not a service request form at this time on the Xerox support site. Customers need to phone in to your local support centre to place a service call. That is the process at this time to request service.

  6. Michelle December 19, 2017 - Reply

    Why can’t I simply request service online? This is so frustrating trying to locate it. Please upgrade your website to allow this feature. It would save alot of time and effort.

    • Cheryl Otstott January 8, 2018 - Reply

      Hi Michelle,
      Thank you for reading the At Your Service blog. I understand your frustration and I will escalate your request. In the time being please use the Contact Us page to call your local support centre to place your service call and make sure you have the machine serial number when you call in.
      Thanks,
      CherylO-Xerox

  7. RMS March 1, 2018 - Reply

    I have placed a service request online before…within the past year. Why can I no longer do that?

    • Cheryl Otstott March 27, 2018 - Reply

      Hi RMS,
      Thank you for reading the At Your Service blog. There is a link to Request Remote technical support both on the left hand side of the support page for your machine and in the upper right. Using either link you can request service. Those are the only links that have been available on the North American support pages. If you use Xerox.com from another country you may have had other options.
      Please consider contacting your local support centre for further information.
      Thanks,
      CherylO-Xerox

  8. John June 6, 2018 - Reply

    There needs to be a way to search for a service request by the actual ticket number. We have Xerox machines throughout the country and do not always have the Serial Number and Zip Code available, But however, we do have the service request ticket number that was provided to us by the Technician or the person that created the service request.

    • Cheryl Otstott June 26, 2018 - Reply

      Hi John,
      Thank you for reading the blog and for your comment. I have escalated your request to the team that is reviewing the online Service Request Status feature. They are currently looking at potential changes to the feature.
      Thanks,
      CherylO-Xerox

  9. Bruce Collin July 11, 2018 - Reply

    My service techs are great – once they get here.
    Requesting a service call is the biggest waste of my time by far.
    I’ve tried many times to figure out how to do this on-line and give up after 10-15 minutes each time. So I call – which lately has been to some kind of call center (hearing many voices in the background) where I’m placed on hold to connect to a phone tech. Hung up at least twice after 6-7 minutes on hold – I can’t waste that much time in my day.

    • Cheryl Otstott July 31, 2018 - Reply

      Hi Bruce,
      Thank you for reading the blog. I understand your frustration and have escalated your comment. We know it is a common request to be able to request service online and they are looking into it. In the meantime you can try to send your request in the Request Technical support form. I hope this helps.
      Thanks,
      CherylO-Xerox

  10. Chris Ziebell July 25, 2018 - Reply

    I’d love to see something where I can pull up all active calls/history for a certain address. I’m sure the ability to add multiple addresses would come in handy to many people. I’ve got about a dozen different machines (some Phaser/ColorQube printers, some other printers, and big multi-function devices).
    For example, I’ve got one machine waiting on a part (self-install). I was able to pull up the ticket online, but it just says part to be delivered in 1-2 days unless unavailable. I’d love to see a tracking number for parts shipped as well so I know when to expect it.
    If you wanted to take it even further, you could possibly integrate tracking/order history of supply items for machines under some sort of contract/maintenance where supplies are included.
    I would guess the field techs already have access to something similar for anything assigned to them, but I can’t say that for sure. I know the techs can track parts coming.

    • Cheryl Otstott July 31, 2018 - Reply

      Hi Chris,
      Thank you for reading the At Your Service blog. Please take a look at the MySupport portal to see if that might give you some of the features you want. If that does not fit your needs please consider contacting support to see if they have another suggestion on a software or third party application that can meet your needs.
      Thanks,
      CherylO-Xerox

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