Ricoh Customer Service

User Reviews, Ratings and Comments

Ricoh customer service is ranked #612 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 29.16 out of a possible 200 based upon 105 ratings. This score rates Ricoh customer service and customer support as Terrible.

NEGATIVE Comments

100 Negative Comments out of 105 Total Comments is 95.24%.

POSITIVE Comments

5 Positive Comments out of 105 Total Comments is 4.76%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Terrible Overall Customer Service Rating

  • Ricoh

    Customer Service Scoreboard

    • 29.16 Overall Rating
      (out of 200 possible)
    • 100 negative comments (95.24%)
    • 5 positive comments (4.76%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.0 Issue Resolution
    • 2.2 Reachability
    • 1.7 Cancellation
    • 3.5 Friendliness
    • 2.8 Product Knowledge

Add your review!

Posted by Anonymous


Have just had the most awful rude person on the phone when trying to buy consummables for our photocopier which should be on an automatic ordering service. Shocking behaviour from a customer services adviser

Posted by PERSICA


Really awful responsibility, support, and customer service at all. I need a simple part for my ricoh machine since 2021, but they have had never responded me truly for that, and have had never let me to order it ever. They only provide customer service, parts, support, and service to some customers who have made a service contract with them or ready to pay hourly service fees to ricoh technicians. That means they don't provide any type of support, supply and service to their non-business and personal customers at all.

Posted by Anonymous


I bought a new Richo GRIII in July last year from B&H. Before I had time to use it the B&H warranty period had expired. The camera never worked. I sent it back to Precision Camera 4 times, each time they returned in with the same problem. Camera locks up, lens moves in and out, screen goes blank - have to remove the battery to reset it. After the back and forth with Precision At the end of the back and forth cycle the customer service rep at Precision Camera wouldn't respond anymore. I have many cameras am over 60 and know when I've been had. I'll never buy another product from Richo or their affiliates again. 900$ down the drain.

Posted by mrsapp1


Called for service. Saw online that we have been scheduled exactly 24 hours later. Tech said he is the only one available, even though we're in a top-7 metro area. We've been customers since 2011 ... and we knew much better service managers, techs and support back then. Bunch of uncaring yahoos running the show now.

Posted by Anonymous


Horrible service. We have been Ricoh customers for years and they don't follow up on service calls. The tech will make the service call, say they need to order a part and they will be back. Then they don't follow up and we don't hear back. We usually have to end up calling again to find out what happened and why no follow up.

Posted by S_Hop


We paid 18k after taxes for the ricoh ri 1000. It worked for 2 months. We contacted them (which we had to get their customer service number from one of their vendors) and they said they won't send a technician to take a look at it. They had us send them the maintenance logs and pictures to see if we were maintaining it. After we complied and showed them we had taken proper care of this machine they had us flush all the ink (super costly) and soak the printer heads for 7 days (out of production and lost sales because of it). It never came back to normal but we started printing again to see if we could make it work. 2 weeks later the machine started banding (printing lines in the image). We contacted them again and again had to jump through hoops just to have them send us a replacement part. Again with no service technicians to install it we had to rely on a combination of the terrible videos they had, but thankfully a you tube video had better explanations. After replacing the part it still kept banding. We had to call again and they again made us wait on hold for 30 minutes and had us send more pictures to prove it was installed correctly. They said they would email management.i asked for them to update over email. Two days later and still no updates I called back again. They were once again unhelpful so I asked to speak to management. They refused to allow me to speak to them or have one call me back at a later time. We had to call again 5 hours later to get the update. They agreed to send us a used part to replace our broken one. They are telling us the part will take 2 weeks to get to us. In this time we've had 3 regular customers or about $1200/ month tell us good bye and refuse to work with us again. Ricoh has been below average in customer service and have a product that has no longevity. If I had the choice of buying another $18k printer from them or setting that money on fire I would choose the latter. Ricoh has bad products, bad customer service, and bad business practices.

Posted by Beavis


I was a Ricoh field service technician until just a couple months ago. I worked for them for 6 years. Some of the products are good especially the black and white copiers as they are more reliable and not so complicated to work on because they are a single process machines. Of course they're blaming Toner shortages on the supply chain issue, and customer support complaints are expected when a tech walks in the door for a service call. And as far as service goes and copier deliveries, they recently contracted out the delivery service to another company under contract and they have no direct connection to Ricoh except for delivery of their machines. They recently envoked a policy where untrained delivery drivers who have little IT experience are expected to set up and install the copiers etc. They have been short on service help in my area ever since the covid farce was released on the world, and they now expect technicians to drive ridiculous amounts of miles due to expanded territories and lack of adequate field technicians without any additional compensation for mileage. They alos live by metrics for field techs and with the expanded territories, it is virtyally imposissible to meet these metrics. With gas prices being on a daily roller coaster ride, they are only reviewing the gas reimbursements on a monthly basis in essence expecting the service techs to support them by paying high gas prices with little to no additional compensation. And they never privide training on new models and you just have to depend on yourself and poorly translated service and parts manuals for assistance for the most part to figure out a problem. When you do get a help desk technician on the phone, many times they are located in another country and deciphering the accents and pronunciations is a big problem. The mission quotation of "Imagine Change" is a big part of the issues they have as an international company with worldwide reach. When they exercise this imagine change concept, it creates issues in the field for service technicians simply because they change too many things from previous models that worked very well that needed no changes to start with. Now I'm not going to criticize them completely because in their favor I will have to say that their power supplies are very rugged and they last forever. In six years of working for this company I only found about three power supplies that actually failed and caused problems. In these days of modern electronics, many use cheap components components such as capacitors and they don't last the lifetime of the machine. If I had known when I was getting into when I accepted this job I definitely would not have taken it. Now they're finally realizing that they are in trouble as far as help goes especially when field service technicians are concerned and they recently sent me a couple trinkets to help me improve my attitude towards the company after almost six years of working for this company, they never acknowledged my commitment to my work until the techncian shortage started causing excessive service complaints, and due to the supply chain issues and lack of service techs, I could see my end coming of my employement coming to a rapid end. Glad to be gone in reality.

Posted by mrsapp1


Trip to diagnose problem $10 fuel surcharge
Wait more than a week on part to come in;
no communication for 2-3 days about plan to fix
until we complained to salesman
Trip to install needed part $10 fuel surcharge

And the beat up goes on ....

Can't wait to be rid of Ricoh and all service needs.

Posted by Mrsapp1


Local tech service manager now adding gasoline surcharge to what were before usual service calls. We signed up for silver service on our c7200s and now they are changing the rules on the contract they wrote. I have 3 more years to pay off machine, then I'm done with Ricoh. Putting up with the quirky c7200s and now surprise gasoline surcharges is too much.

Posted by jjay


Terrible machine. So many errors occur and the machine is super fickle. To get the lines correct takes so much and wastes a lot of expensive ink. Needs so many updates too!

Posted by Rami


I have been working with Ricoh for the last 25 years. Due to the Covid situation I had to close my business temporarily. Ricoh did not send me the cancellation until 7 months later. No technical person or material has been delivered since 2018. My offer of payment is rejected by the legal department who wish to collect the full fee, ignoring the cancellation date.

I am left with no option to continue working with Ricoh. I will have to study products from Canon, HP or Xerox.

Posted by Anonymous


The worst experience in Cancellation/Return Process

Posted by Anonymous


We bought a DTG PRINTER thinking it was easy to use and maintain and thinking we'd get good customer support if ever we ran into problems. We'll it was quite the opposite. I do not recommend anyone ever getting a DTG printer!! Customer service sucks and the printers are not as easy as you think it is to maintain.

Posted by Anonymous


Toner went out a week ago and placed a order for toner the same day. 1 week later we still have not received the toner. Called a representative with Ricoh after being on hold for over 1 hour and was told it would ship out 1-5 days and was given a confirmation #. Called back 1 week later and it never shipped. They didn't place the order. Placed another order and was assured it would be overnighted. If you guessed we never received it, congratulations you would be correct. Called back and they were out of toner. Do what? How can you be out of toner? They also had the address wrong after repeating it numerous times. THIS IS THE WORST CUSTOMER SERVICE I HAVE EVERY CAME ACROSS.

Posted by Anonymous


This is the worse of the worse technical support and call centre i have ever encountered.
First, the company changed term and conditions after the agreement was signed. Ricoh just said now to install driver we will have to charge you. Hello.... the more people have the access, the more you charge us from printing cost, right?

Second, whenever you call the technical support, you will never get them. It always go to call centre and they will not call back even after 24 hours. When you call technical support means, something is wrong and we need the support ASAP!!!!

This is ridiculous!! Once this round of contract finish, will never get anything from Ricoh anymore!!

Posted by Ms. Martinez


I have never encounter worst business practices where ransom is utilized to justify getting into another contract that lack services, is not competitive and tries to get away with long standing overpayments- roughly 3 times more than any other company. These unjustified payments when your contract come to an end are illicit however, the company keeps charging and refuses to recognize that a contract has ended, does not wish to engage with customer and keeps delaying everything. Their technology when operating crashes very often and service is not there in a timely manner with significant delays (months) even prior to Covid 19.

I hope those looking for printing services do not engage with this company as it will impact in your operations in a very challenging manner. So far, we were assigned to 3 employees who can't solve anything because they are not well informed, don't have any power to make decisions and their lead from the top is dysfunctional.

Posted by Anonymous


It is true... good luck with this companies customer service. Over two hours and I could not get a service call. After being transferred 6 times, the call got dropped! I have concluded that there is no way of getting a tech to come out and service this product. I will recommend to our business group to stay away from this Ricoh family of products.

Posted by Susan


Just bought theta Z1 camera
Instructions to set up very poor and minimal .
I've called support 4 times and they are no good .
Will send camera back as this co is not ready for prime time

Posted by MontreatPres


I have submitted service requests and no one calls me. I'm so tired of dealing with this company. I will not be renewing a contract with them or purchasing from them ever again.

The only time someone reached out is when I gave a negative survey.

Posted by cd


No assistance at end of last two leases with Ricoh. Difficulty scheduling pickup and cannot get any definitive pick up date/time ahead of time so plans can be made. Because of children in the area, safety concerns are the reason we need time to have staff avaialble to monitor the area and to plan to have the children out of the specific area. Ricoh would not assist at all. It required threatening them to place the last copier outside to finally get them to even come and pick it up!

Posted by Anonymous


I called 1.888.456.6457. FINALLY got an option to talk to a representative...that i had to WAIT 29:04 MINUTES FOR!!! I kept hearing the recording say...we strive for excellent customer service and our customers are important to us. All that sounded like was BLAH BLAH BLAH because i still wasted that much time having to wait. Maybe, instead of blowing smoke, you could give helpful hints like...please refer to our website for FAQ's or if you need to order something, please check this box or something other than sitting there wasting time! The ONLY saving grace you had was that when the representative FINALLY got on the phone, she was very nice and very helpful and very apologetic for a company that supposedly states their customers are important to them. So, THANK YOU Laurel for YOUR assistance, in spite of your company.

Posted by Angry Customer


Service is soo poor! Service requests are closed with no tech ever showing up. No contact where a person can be reached. A week with no call back after a ticket was placed. Beware!!!!

Posted by Anonymous


Invoices don't have any contact details other than a lady from the credit control team. Girl in my office has emailed once a month for coming up to a year now and did not get a reply until another member of Ricoh staff emailed the same address on her behalf. The response was unhelpful and completely ignored the query. Ensuring our company will find alternate supplier & will name and shame. Absolutely appalling customer services, makes you wonder how there are people out there struggling for work when such ill-equipped people have these jobs. I'm not sure if the ladies manager would be interested to know she's allowing accounts to become so overdue but looking at the other reviews I would highly doubt it. Will be raising an official complaint to higher management if this continues.

Posted by Ricoh


Ricoh is fail printer service but no response customers fake warranty ricoh products mein recoh group ko (10)me(0)no.

Posted by Jaa


We have been trying to reestablish a service contract with Ricoh after our previous contract expired. We started the process the 1st of February and we still don't have a contract as of 7/12/17. I called this morning again (have talked to many people who assure me each time that they will take care of it) and have been told once again that they don't know how it fell through the cracks but it will definitely get done today. :/ My suggestion to all is, DO NOT PURCHASE FROM RICOH. Terrible customer service.

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Posted by Ahmad


We are BookLogix a Publishing & on-Demand Printing located in Alpharetta Georgia. We Installed 4 New production Printers on June 2021. We were under a short window to install the printers and Scott Siemon and his support team work fast and efficient and got the equipment installed in 3 weeks. It has now been over 15 Months and we are extremely pleased with the quality and performance of the equipment and awesome support of the Service organization. Our print capabilities and Reliabilities doubled since we install the Ricoh equipment. We are very pleased with the level of service and professional support we get from the entire service group. Special Thanks to Scott Siemon our sales executive and Daniel Berisford our service manager. I must not forget to mention the TCRU program that Ricoh has enables us to replace and fix issues that save us time for not waiting for service rep to show up. I decided to write this feedback because I believe what we have gained from partnering with Ricoh has enabled our business to grew. It is due to the reliability and great support we get from the Ricoh Team. Special Thanks also to Ted and Bruce the two awesome technicians who are always ready to help.

Posted by Anonymous


I would just like to say a big thanks to the Tech Jay Lawas for his great service and friendly nature yesterday in fixing two of our photocopiers.

Posted by Anonymous


David Daniels came out to our Legacy Health clinic and was a Godsend... Always so nice, prompt, and efficient

Posted by Anonymous


Mr. Chet Brantley reresents your company well. He came in withing 3-4 hours of my calling and repaired and left in about an hour. He did a great job and we appreciate it

Posted by Anonymous


Today we had a ricoh engineer visit to maintain our photocopier. My colleague & I were both commenting on how thorough, well prepared, pleasant & efficient the visiting engineer was and decided it was worth noting.



Many thanks,



Neuropathology Staff, John Radcliffe Hospital

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