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Ricoh Business Solutions, Pac West has won multiple awards for service excellence by practicing
what we call Performance Driven service support. This philosophy places
the emphasis on quality, competence and lasting repairs vs. mere quantity
and "symptom fixes" which often results in repeat service visits.
It is the Technician's responsibility to identify and resolve any potential
problems so as to prevent the next service call. The objective is to increase
the number of copies and/or prints between service calls.
Ricoh Business Solutions, Pac West employs the largest staff of Ricoh dedicated technicians
in all of Southern California. Each and every technician is factory trained
and carries proper parts stock in order to keep call backs to an absolute
minimum. We warehouse over a million dollars of genuine Ricoh repair parts,
locally. We never use generic substitutes.
As
our industry transitions from "standalone" analog products to
connectable digital multitasking systems, the need for pre and post sale
support has never been greater. Leading the digital industry with a dominant
marketshare, we understand the necessary customer support requirements.
In fact, we have initiated a concept we call Generation 2 Service Support.
What is
Generation 2 Service Support?
- A Computer/Technology
Lab designed to simulate a customer's network environment.
- A team
of Digital Integration Specialists dedicated to connectivity
- A dedicated
Color Technical Support Team.
- A Help
Desk for responding to network and connectivity questions.
- A Training
Center designed to encourage the customer's understanding of their installed
system's full capability.
While
proper support requires competence first and foremost, prompt response
is also necessary. Ricoh Business Solutions, Pac West is committed to service response
times of within 3 hours for color products and products with 80 copies
per minute or greater speed and 4 hours for all other products.
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