Ricoh Corporation

Review: About 2 years ago, our Church, a non-profit organization, leased a copier from Ricoh Business Solutions; model [redacted]. We have been extremely unhappy with its performance ever since we received the machine, about two years ago. The company made it seem as though the machine was a brand new copier, but what we feel we received was potentially refurbished or used. Our problems include the following: A. The company promised scanning capabilities to [redacted] operating system computers and emails. This is not the case and has not been the case for the last year or so. It will not scan to emails and will not scan to folders on a [redacted] computer. Finally they told us that the machine is "too old" and could not be upgraded. This option was offered to us and we accepted as they guaranteed it would work correctly. B. We are having issues with frequent "paper jams" that do not actually exist. Having had Ricoh service employees come out and check the machine, they too could not find an actual paper jam. Ricoh service employees have not rectified this issue. C. The machine has a tendency to overheat when we are doing large quantities of copying at one time. Ricoh Business Solutions, in marketing their product to us, guaranteed a machine that could deliver longevity, and withstand large volume of work. As a church we print out large amounts of materials on a yearly basis. This was clear and understood by Ricoh service reps. This issues remains unsolved. D. Customer Services has been the most frustrating aspect of the organization. Many calls as well as service calls we've made, made us feel as though we were a nuisance and felt as though they had no intention of giving us quality customer services, even if they could not solve the issues as described. We've tolerated two years of a dysfunctional machine and extremely poor customer services from this company. To this day they offer no intent of solving our issues.Desired Settlement: Given that they promised services they have not delivered, we feel they are in breach of their contractual obligations to us their consumer. We would prefer working with a different company. We are asking that our lease be terminated so that we would have options with other vendors who may be more reliable. While the company has offered a brand new machine they did so without removing our current lease and in fact causing our lease to be extended and raising its cost per month substantially, this is unacceptable. If they cannot provide a BRAND NEW machine that delivers solutions to the needs we have, that will simply replace our current dysfunctional machine without raising our cost or extending our lease, then we are asking that the lease be terminated completely so that we can find a more reliable company to service our needs.

Business

Response:

Customer Issue Log [redacted] opened to track resolution and a service call placed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Ricoh continues to send out service personnel who continue to conduct much of the same actions they took for the past 2 years. They CANNOT resolve the issues with the copier and they continue to blame Verizon after two calls where Verizon technicians explained that the issue has to do with the copier itself. The issue cannot be resolved simply because, as I stated in my initial complaint, Ricoh's service personnel stated the machine was not capable of performing the functions they promised it would. We continue to ask that the Ricoh dissolve our lease since they are in breach of the agreement OR provide us an UP-TO-DATE Brand New Machine with capacity to to what Ricoh promised and without compromising our current lease agreement.

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: RICOH was aware of the change we made and promised to offer a machine that will have the capacity to function properly with [redacted] computers. Their promise failed and they were persistent in blaming others for their issue. This problem has lingered too long when it could have been resolved had they been honest from the beginning, that their machines were not compatible. There are still other issues that I reported in my initial complaint that we don't feel confident were resolved entirely. Our organization maintains our stance that RICOH dissolve our lease agreement in order to allow us to find companies with compatible machines, or that they replace our machine with one capable of providing the promises they initially made, without compromise to our current lease terms. We will not feel satisfied until RICOH responds to our request for either of the above stances.

Regards,

Business

Response:

We have found a replacement unit and now coordinating for delivery and setup which will take place the first part of January.

Review: Dear sir or madam:I purchased a [redacted] digital camera on 6/19/2014. 6 weeks after purchase, the cameras focusing mechanism broke. I contacted Ricoh USA, the manufacturer, who advised me to send it in to [redacted], where I was told it would be repaired under warranty with a 7-10 day turnaround time. The camera was sent and received at 10/15/2014. After a week of waiting and seeing that my repair (repair #[redacted]) was not updated, I called but no one picked up the phone after numerous tries. I wrote an email to [redacted] which was never answered. I tried to email again 2 days later, and still got no answer. Finally, I tried calling again and finally got a customer service representative, who told me that the repair parts were on back order and should come in on 10/25/2014. I called on the morning of 10/25/2014 and was told that the part would be arriving that afternoon. On 10/26/2014, I saw that the repair still showed as Repair is on hold, waiting for parts. I called again and was told by the representative that something had gone wrong, and your part did not come in with this shipment. I was told the repair date would have to be shifted back again because of the lack of parts. I asked why such a common part is not stocked and the customer service representative said that we are just the repair shop. Our hands are tied. I asked her if keeping track of parts for camera repairs was part of the responsibility of a major repair shop and she grudgingly agreed. I was told that the part should come in on 12/4/2014.I checked my repair status today (12/5/2014), and it shows again as Repair is on hold, waiting for parts. I called ###-###-#### seven separate times and no one answered. A couple times, someone picked up the received and seemed to hang it up, disconnecting the call. During this ordeal, I have emailed and called Ricoh USAs customer service, which gave me the same run-around. I was told by [redacted] at Ricoh USA as well thDesired Settlement: My request at this time is for either Ricoh USA to refund the purchase of my camera, and they can keep the defective model, or they can ship me a new K50 replacement at their expense.

Business

Response:

Good Afternoon I wanted to confirm that Ricoh Customer Relations has called the customer today and we are looking into the customer concerns and will keep everyone posted on progress. Thank you