Support Excellence

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.