These Ricoh machines have the ability to work correctly and produce good results. And Ricoh has the resources to fix problems like these and get machines preforming correctly again. The problem with Ricoh is there is a management and internal structure problem that makes it almost impossible to get the people that can solve these problems to the customer with the problem.
For example I've had a problem for several months. I connected with enough people at Ricoh I've actually been able to talk to a couple higher level technical guys. They tell me they have an easy procedure they can do and it will solve the problem quickly and easily. But they can't work with me to do it because they would be going around local service. Local service doesn't have the resources to fix the problem. I tell them to talk to the technical guy I talked to so he can walk them through it. Their response is that service doesn't have access to that guy.
So basically the local people that fix the machines and the high level technical people that know how to fix the more complex or unusual problems don't have access to each other and aren't able to work together to help a customer.
Maybe someone from Ricoh can post on here why there is such a disconnect and if they have any plans to fix it.
For example I've had a problem for several months. I connected with enough people at Ricoh I've actually been able to talk to a couple higher level technical guys. They tell me they have an easy procedure they can do and it will solve the problem quickly and easily. But they can't work with me to do it because they would be going around local service. Local service doesn't have the resources to fix the problem. I tell them to talk to the technical guy I talked to so he can walk them through it. Their response is that service doesn't have access to that guy.
So basically the local people that fix the machines and the high level technical people that know how to fix the more complex or unusual problems don't have access to each other and aren't able to work together to help a customer.
Maybe someone from Ricoh can post on here why there is such a disconnect and if they have any plans to fix it.