ComplaintsforRicoh USA

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a FlatBed Printed from Ricoh Model TF6250 in 2019, my experience has been marred by persistent and unresolved issues. Despite my initial excitement after visiting your ******* headquarters and witnessing the potential of the flatbed printer, the machine's performance upon installation has been a business nightmare. The original warranty period was extended from 1 year to 2 due to the machine's numerous malfunctions, which persisted well beyond the extended warranty timeline. The litany of problems I have encountered includes ink curing issues, notably with the white ink, leading to boards sticking together and ink chipping upon separation. Furthermore, vacuum inconsistencies have caused material scratching due to improper table leveling during installation (19 months after they realized the table was not leveled). I have faced challenges related to banding, registration, and other issues that were never evident during my visit to your headquarters. Regrettably, these problems have persisted despite my efforts to communicate them to your team on multiple occasions. For two years, I have exhibited patience and cooperation, investing countless hours in discussions with Ricoh's representatives. I have contended with a defective flatbed that falls short of meeting any reasonable expectations, resulting in reprints, wasted materials, and an inability to deliver the quality that my clients deserve. The space occupied by this non-functional equipment has been a significant hindrance to my operations. Ricoh's response to my plea for assistance has been disheartening. Despite eight different technician visits aimed at resolving the issues, no resolution has been achieved. The decision not to extend the warranty or replace the faulty flatbed has left me with a non-operational machine that has hampered my productivity and profitability.

  Business response

  08/23/2023

  We are investigating and will provide another update as available.

  Customer response

  08/28/2023

   
  Complaint: 20476388
  
  I recognize the communication regarding the investigation, despite the fact that Ricoh has been aware of the issue for the past 3.5 years without implementing a resolution.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I own two ScanSnap IX-500 scanners of theirs. The scanners work fine only during the day when I reinstall the driver and the program (scan snap manager). And then, they stop working. I started having this problem a few months ago. This must be their software or driver issue, not hardware issue, because I started having the problem for both machines at the same time. I emailed and called them to resolve it. However, their agents were not willing to help. S.P. stopped replying to my email. ****** giggled while she picked up my call, probably because she was talking to someone else, and claimed that this is a hardware issue, it will cost and take several days to repair. However, after I requested to talk to a supervisor, she suddenly decided to help a little more by verifying my program version. She claimed that I have an older version so I should install the newer version, which did not work. I asked her to still have her supervisor call me and she claimed that he/she will call me during the same day. However, no one contacted me back. Please have someone who is knowledgeable and willing to help contact me to resolve it. I appreciate BBB for helping me on this issue.

  Business response

  05/09/2023

  The Fujitsu scanner was not sold by Ricoh nor is supported by Ricoh so we unfortunately cannot assist in resolving this issue.  

  This complaint should be removed from Ricoh and changed to whomever sold and supports the product in question.

  Hopefully the number and email address I provided below can assist.
  

  Technical Support for
  All Products & Services
  5 a.m. 5 p.m. PT Monday thru Friday
  **************
  ********************

  Customer response

  05/09/2023

   
  Complaint: 20020884
  
  I am rejecting this response because their claim is NOT true. Please see the attached ad by "Ricoh". They claimed "Fujitsu is now Ricoh". In addition, I called the phone number they provided and ****** directed me to the "Ricoh" site to download the driver, which caused more problems. I think that Ricoh just wants to avoid their responsibility by claiming that they are not *******. If Ricoh wants to avoid any BBB complaint to this extent, they should also provide an address and the name of the company to file another complaint for this, not just an anonymous phone number or email address that masks the real name of the business entity. 
  
  Sincerely,
  
  *************

  Business response

  05/12/2023

  I truly apologize for the experience but there is nothing Ricoh-*** can do to assist.  We/Ricoh-*** are a subsidiary of Ricoh *** which completed a partial acquisition of Fujitsu's PFU.  Ricoh-*** and Fujitsu PFU are 2 different companies with different leadership.  Ricoh-*** does not support Fujitsu scanners.

  BBB, please redirect this complaint to Fujitsu's PFU *******.

  North America
  ****************.
  Tel: ****************
  Email: ********************
  URL: ***********************************************************************************
  Region: ****

   

  On April 28, Ricoh announced that it has completed the partial acquisition of Fujitsus scanner business for about 80 billion ($625 million). Ricohs plan to buy an 80 percent stake of Fujitsus wholly owned subsidiary, ********-based PFU, was reported on April 25 by Nikkei Asia (see Ricoh to Acquire Fujitsus Scanner Business).

  Customer response

  05/12/2023

  Better Business Bureau:
  
  Although they denied the involvement, ********* called me today and sincerely apologized for the service issue so please close this case as "Resolved". For the technical issue, I resolved it by myself by consulting with online users. It turned out that it was really NOT the hardware issue as ****** claimed. It was one of the software settings that has been changed by their auto update without my consent. I was surprised by how the issue could have been resolved very easily and simply by changing one of the settings. I would have wasted over a thousand dollar to buy new ones because of the unprofessional service by ******: She claimed that it will take a long time to repair and I also have to pay for it. I hope that Ricoh educates their agents better. Otherwise, they may be sued for hiding their problems and forcing customers to buy new ones unethically.

  I appreciate BBB for helping me on this.
  
  Sincerely,
  
  *************

• Initial Complaint

  02/09/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  -We leased a copier from Ricoh. They provide the ink and techs to service it. The contract was getting near the end (Mid Feb 2022), so I requested in December to end the contract at the end of the lease (Mid Feb), in accordance with the contract and figure out how to return it. -Ricoh responds and says I have to contact a 3rd party lessor, with which we never signed a contract, to cancel my contract with them.-Per the contract it says I have to give 30 days or more notice. So I give notice to 3rd party in December. Then I was told by 3rd party I cant give notice that far in advance unless I am returning it then, that this generates a quote for the buyout that is only good based on the date the request is made. -I attempt to set up a time to cancel the contract on Ricoh's end, for the service piece as I understand it, to end at the end of the lease and I am told that it cant be cancelled until the printer is shipped for liability reasons, so I should follow up at that time.-Then I give notice to the 3rd party closer to time (mid January) so I can get my return authorization number. Some quote is sent, which should be irrelevant unless it is just the cost of remaining invoices for the contract period. I should not have to pay any additional fees, as we are not buying the copier, there are none in the contract, and we have paid to ship it back shortly before it is due. I just want the contract to end at its appointed time.-I attempt to cancel the contract with Ricoh again, as they said when the copier had shipped. I am told that ***** cant cancel it until the lease is terminated. So thinking that the only thing holding this up is the copier now arriving. -Now that I have received confirmation that the copier has been delivered, I again try to end the contract with Ricoh and get the ****, which has there name on it, and is incorrect adjusted. It charges us for the full month, when the copier was returned mid month.

  Business response

  02/11/2022

  The lease contract end date is 02-16-2022.  Though the copier was returned early on 02-01-2022 the last payment and applicable taxes are still due in full.  Invoice ********* which is referenced on the complaint is the final invoice, 60th payment of the 60-month term lease.  There is no credit for an early return.

  The Ricoh service contract is scheduled to terminate on 02-16-2022 but I am having it termed early.

  
   

  Customer response

  02/14/2022

   
  Complaint: 16749954
  
  I am rejecting this response because:

  I will accept this invoice ********* for $347.93 as the final invoice if you would confirm in writing, there will be no further payments required by Ricoh USA or "Ricoh USA Program provided by ***** ********************** Services, LLC" or any other Ricoh company.  I have gotten 3 different return quotes from ***** ************ Services LLC.  They are all different, though I have always requested to turn in the copier as of the end of the contract and none of them, not even the last, appear to tie exactly to invoice *********, they include additional property tax, sales tax or rent.    

   

  Our contract was signed with Ricoh USA, never ***** ********************** services (no name on contract), so I am not sure why during this process I have had to deal with both Ricoh USA and ***** Fargo.  If the lease was assigned to ***** Fargo, I should have one point of contact at ***** Fargo, if Ricoh is still providing the services (which they were), then they should be my one contact for cancellation.  The separate service and lease pieces you speak of cancelling are no different to me, a number of copies (ink / service) are included in the base monthly price.  From our perspective this is an operating lease, and I should have only needed to provide a request to end the lease to Ricoh per the contract.  This process is unnecessarily complicated and unclear as I could not cancel my contract through Ricoh because they were waiting on something from ***** Fargo.  ***** Fargo kept wanting me to sign some early buyout quote throughout the process, that has been updated since filing this complaint to closer in line with the final invoice. I have just wanted to end the lease at the end of the 5 years by providing advance notice, which is up to 120 days prior to the end, per the contract.  Terms like "buyout" do not seem to be properly used as this is also evidently the term they use for the last payment, though we are not buying out the contract or buying the printer.   The contract was signed on 1/26/2017, but it appears it was not delivered until 2/17/2017 so I will accept 2/17/2017 as the beginning of the 5 years, though it is not specified in the contract.   

   

   

  
  
  Sincerely,
  
  Jericho Hallimore Hallimore

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