MarcB IT’s First On-Site Client Call in NYC
It was a glorious day today—both in terms of weather and business.
Mondays I’m off from my day job with the Appalachian Mountain Club, so I took the Metro-North down to that meat grinder of a city, New York City, on a mission: help a client with a stubborn printer.
I recently received a request from an individual on Riverside Drive in Manhattan who needed help restoring printing for his HP LaserJet Pro 400 M401dne. After arriving and running some initial diagnostics, I quickly realized the problem—the pickup roller just above Tray 2 wasn’t grabbing paper properly.
John, the client, hadn’t been able to print for at least two weeks. I explained that before ordering parts, I’d try cleaning the rollers to see if that might restore functionality.
? Came Prepared
Before leaving my home base in Westchester County, I packed my Klein Tools IT bag with all the essentials:
- Microfiber cloths
- 91% isopropyl alcohol
- Flashlight
- Compressed air
- My laptop (to access the printer manual if needed)
Once on-site, I opened all the printer’s bays and quickly confirmed the issue. A sheet in Tray 2 was half-folded—the classic sign of a failing pickup roller.
? A Bit of a Throwback
While walking through Grand Central, I debated hopping on the subway (one of my favorite modes of transport). But with a nearly 50-pound IT bag on my shoulder, I opted for a NYC taxi instead.
The weight of my gear reminded me of my earlier career as a video reporter, carrying heavy cameras and tripods to cover late-night city council meetings in Jersey City. Back then, I’d file interviews and edit footage long after midnight. It was tough work—but rewarding.
? What the Client Said
John was appreciative that I didn’t immediately jump to expensive repairs or replacements. Taking the time to explain the issue—and attempt a fix before ordering parts—helped build trust, and he seemed relieved just to see progress after two weeks without a working printer.
? Today Felt Different
Today’s visit felt just as rewarding, but in a different way. Even with the physical weight of the tools, I felt light—because I was solving a real problem for a client and growing MarcB IT in the process.
I’ve since ordered a replacement pickup roller (RM1-9168) and a separation pad (RM1-7365) to ensure John’s printer works smoothly going forward. Once those arrive, I’ll return to finish the job.
? What I Learned
Every client visit teaches something new. Today, it was the reminder that preparation pays off. Having the right tools on hand meant I could diagnose and attempt a fix without delay, while also strengthening my process for future printer service calls.
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