Ok, this is ridiculous.

Not only did our facilities guy just gather up at least 20 toner tubes that apparently no one is bothering to pick up for recycling, since we’ve been out of toner for our engineering plotter for two days now he mentioned the fact that we just recently got a ricoh 7140 back from a job site so I had to go and pull the shrink wrap off to scavenge a used toner cartridge so our engineering department can hopefully be able to print throughout the day.

What happened with the automatic deliveries? Why was the printer reporting it’s status disabled? What happened to the deal where there were supposed to be supplies sent to a local office? The service we have received regarding these plotters, from the admin standpoint(not the technicians being sent) is absurd. If we can’t even get toner, why are we paying you? Clearly we’re in a lease agreement so that still needs to get paid, but if we need to outsource our printing to a local print shop which will of course charge an order of magnitude more per print, just to get anything done, is this ’s passive-aggressive way of telling us to just warehouse the things since it’d be cheaper in the long run? These issues have been going on for months and they keep getting worse. I know at one point back in I believe Feb the owner of came out and met with and there has been no change for the better, honestly at this point it’s been for the worse. The amount of time I have personally spent on this in an attempt just to make sure that our offices can print is ridiculous and now for the third time in 6 months we’re out of toner so even if the plotter is functional there’s no supplies.

This is on top of the detailing color plotter being dead in the water for almost two weeks because every time we clear the jams and print a page, it fails again by the third or fourth.

Scott, I’m calling you or at the very least getting someone on the phone at right now so I can find out if our facilities guy or myself can drive somewhere to get toner for these things, because I’m tired of the games and I expect a response to this email out of someone shortly.




Scott,

I just spoke with . She mentioned that she had attempted to place an order for toner on Tuesday, didn’t get a confirmation and called again on Wednesday and was told that the order from the day prior was not put through with the reason being that a part time employee looked at it, and that we’re scheduled to get it tomorrow.

I still want the two toner cartridges for these plotters that we discussed previously on the phone, today.

Furthermore, she also commented on the fact that we used to automatically receive toner for the plotters without her needing to place the orders, and everything was seemingly fine with regard to toner up until decided to stop doing so without having notified us, which is how we ran out of toner the last time. Clearly some change occurred, as I can also not recall this being an issue previously. I assure you that I held back regarding my comments in the previous email as well as our phone conversation. Over the phone you mentioned that you thought the relationship between  and was fine, it most certainly isn’t and having asked a couple of other people for their perspective on the matter regarding your statement, the result was laughter. I am not a funny man. I understand the attitude in response to my email, but this bit about a toner order(which you should have been able to verify in your system without issue) is yet another example of the inconsistency we have a problem with.

What I also recall was on the day of your visit with the engineer from , that it took 3 people 5-10 minutes to change one roll of paper in the engineering department color plotter. I also recall you and the ricoh engineer discussing an issue with the door guide rails for our detailing color plotter being a known problem that a fix was available for. Weeks later when I believe it was or out here I had asked one of them about it, and neither of you had notified them about it or submitted anything(based off of the impression I received from them, I understand the technicians not being willing or able to let me know every detail) but they did mention the part would get ordered and I believe was out here just a couple days after that replacing it. As I said, I’ve never had a problem with your technicians except for the one instance in where had complained about a tech I had never met. This is after I had to demand we get  back as our point of contact(and I haven’t had any issue with him at this point and I’m glad to see him available again as a point of contact for us), to avoid the previous high pressure salesman who had been assigned to our account and irritated everyone in the same manner we would expect when visiting a car dealership… while already being a customer.

With all of the meetings, phonecalls, and email threads we’ve had since November about issue after issue, what does it take to get this resolved? When we’ve got equipment that is down more than it is up for days/weeks at a time, how do we get this taken care of? If you want, I can include Lou West on this email thread and he can give a run down of the past 6 months of the Ricoh MP CW2200SP in our detailing department.

Addendum: as I was just typing that last portion, stopped by to let me know someone from just dropped off 4 toner cartridges. I appreciate that this was handled effectively expediting her order. However it does not explain why she had to contact a 2nd time for the same order, and if we still have supplies for delivery that were supposed to be at the local office why they weren’t delivered on Tuesday.