Where does the scheme cover?
Scheme covers charities registered in England, Wales, Scotland and Northern Ireland.
Can Ricoh pick up our old Ricoh copier?
Yes, please let us know that you have a Ricoh machine that needs picking up when you send in your application. Non-Ricoh copiers cannot be collected.
How and when will we be invoiced by Ricoh?
Invoices will be emailed to you directly from Ricoh. Ricoh will invoice quarterly, in advance, the agreed fixed service maintenance charge. Any over usage, or colour copies, will be charged quarterly in arrears.
Are colour copies included in the quarterly service maintenance charge?
No, this set charge is for black and white copies only. Colour copies are charged at 5p per copy.
Are toners included in the quarterly service maintenance charge?
Yes.
How do we order more toner?
Please register an account on eService. This is available 24/7 at www.ricoh.co.uk/eservice and allows you to:
- Place and track requests for a service engineer.
- Order and track toner and other consumable items. Please note: toner needs to be ordered when the device indicates that it’s low.
- Quickly submit and set up reminders for meter readings. Please note: this will help to ensure accurate ongoing billing.
- Access to Ricoh Knowledge Base for self-help problem solving.
Are staples included in the quarterly service maintenance charge?
No, they are charged.
Does an engineer come out once per quarter to maintain our copier?
No, maintenance is requested as and when needed. Please see www.ricoh.co.uk/eservice for further details.
Is there any obligation to continue the service maintenance agreement after 12 months?
No, if you wish to cancel your contract with Ricoh, please contact Ricoh’s Settlements Team directly by emailing settlements@ricoh.co.uk
Is there a notice period for cancelling the service maintenance agreement?
Yes, you need to give Ricoh 90 days’ notice to cancel the agreement. Final meter readings will be required and any over usage will be invoiced after cancellation.
Can we cancel our service maintenance agreement contract prior to the 12 months specified without penalty?
No, unless this is due to an exceptional circumstance and Ricoh UK Ltd are in agreement. Please contact settlements@ricoh.co.uk for further details.
We are not going to order another Ricoh copier and are going to cancel our service maintenance agreement, will Ricoh still pick up our old copier?
Yes, your copier can still be collected by Ricoh. You need to contact Ricoh’s Settlements Team on settlements@ricoh.co.uk for further details. Final meter readings will be taken when the device has been returned to Ricoh’s warehouse and any over usage will be invoiced after cancellation.
If we need to move a copier from one site to another, will Ricoh do this for us?
Yes, this can be arranged by Ricoh’s Re-sites Team. Please note, there will be a charge for this service. Please email resites@ricoh.co.uk for further details
We are ordering a new copier to replace an old one (copier is not eligible for a free of charge replacement), can we transfer the current service maintenance agreement to a new copier?
No, the current agreement has to be terminated and a new agreement started. If you request the same type of device, you will be charged the same as before.
My machine is no longer serviceable, can I get a replacement copier?
Yes, but only if a Ricoh engineer has confirmed that it is non-serviceable and it is still within 12 months of the delivery date. You will need to find out the serial number for the copier and report this directly to us at info@inkinddirect.org
With a replacement copier, does the existing service maintenance agreement transfer over to the new copier?
Yes, it does.
Is it a problem if our office is on the 2nd floor and there are no lifts?
No, as long as there is space to get the copier up the stairs.
Do Ricoh offer a data sanitisation service?
Yes, there is a free of charge basic service and two that are chargeable. For further details and costs for these extra services, please contact datacleansing@ricoh.co.uk.
