They have a very dishonest way of doing business. We got them in a package with our Ricoh copier along with our store. They charge you a yearly fee for a service contract (ours was bout $400) on top of that if you print above 750 color pages every quarter they charge almost 10 cents above that per page and almost 2 cents for the BW above 2,250 prints. Just to be clear, we own the copier outright. It honestly doesn't make sense to have a contract with them, they charger for every little thing even though you pay them a yearly fee. They do cover the toner and any problems that you may have with your copier, but with Youtube and the internet you can pretty much do anything they would. Toner for our Ricoh is $246 the full set and when the drums go bad, it does get more expensive but still better than paying them more for the whole thing and you can change them on your own.
Now to the dishonest part...After about 5 months within the contract and after we got our first bill for overcharges, we realized how useless they are. So we called and decided to cancel following their correct steps, sending an email to make it official. They were really delayed confirming the cancellation notice and took a long time to answer. I felt the person I was emailing was trying to really drag the cancellation out just so they could charge us more for the print overcharges. Anyway, eventually we got the cancellation notice in the email and thy do require 30 days for cancellation notice. The 30 days were up on march 6th. 2 months later we get another bill for overcharges going all the way to 4/29. This was obviously very dishonest of them knowing our contract ended on March 6th, but they were billing us for the prints overcharge up to the 29th of April. This is when I called and complained. they told us that it happened because we never sent the meter at the 30 day mark on March 6th. It is true we never did, we were too busy managing our business and hey did not sent any reminder. They really do not need this because they have a record and can see the copier meter anytime they please. After explaining this to them, they fixed the bill to match the meter to March 6th. I did request a service to the local subcontracted company on 5/1 to check something out (nothing wrong mechanically with the copier, just some user help regarding a PDF document). This was another excuse they used to invoice us the original overcharge. In the end, they lower the invoice from $248 to $9. They could have just done the right thing first and send me the $9 bill, but no, looks like they wanted to see if they could squeeze more money out of us. Very dishonest and not doing business with them again.
If you are a local print and ship store starting out like us, do not get any contract like this for your copier/printer unless you want to waste money and have no DIY motivation. Buy your own copier, toner and drums when the time comes and google the internet if you need to do anything to it. These service contracts worked in the old days, not today when information and knowledge is in the palm of your hand. If there is something you absolutely cannot fix or do not feel comfortable doing, just pay your local copier service company the $150 to $250 once or maybe twice a year for stuff you cant figure out. Do your research and do it yourself. Hopefully this review helps someone. read more
