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Benefits to members
If you are a customer already then you can take advantage of our on-line members area. We asked a core group of clients about how we could improve their interaction with us for service and support. We listened to their ideas, went away, and came back with our members area! The result? A great reception!
The members area is designed to make logging service calls, making toner orders, and giving meter readings - a breeze!
How it works
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Register - Once you have completed your details (or we have on your behalf) you will be emailed with your username (your email address) and your password. You can change your password to something more memorable once you have logged on.
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Logging in and adding machines for the first time - When logging in for the first time you will need to register your machines that you have bought from us. This only applies to copiers, printers, duplicating equipment, and print finishing equipment. This will be used in the main by customers who have maintenance contracts, however you are welcome to register machines that you wish to receive time + materials calls on.
When adding a machine you need to complete four fields:-
- Machine model: For example, Ricoh 1224C
- Type: For example, Colour copier
- Serial: You will find this on a sticker on the front of your machine
- Location: For example, front reception or accounts office...
Once you have done this you are ready to log a service call, make a toner order or give a meter reading.
- Machine model: For example, Ricoh 1224C
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Meter readings - You should see a list of your registered machines (skip back a step if you don't). For colour printers/copiers there will be two boxes to complete - one for colour and one for black & white meter readings. For mono copiers you will only see one box for the black & white meter readings.
Q. "When do I provide the meter readings, I usually receive a phone call?"
A. Good question! It depends on how you want to use the service. If you like receiving the monthly phone call but sometimes find it inconvenient, then you can advise the operator that you will complete this on-line when you are less busy. Alternatively, you can choose not to have the monthly phone call and instead have an email reminder.
If you would prefer an email reminder then please ring the service department 08701 622511 or go the contact us page and choose the customer service option.
- Service calls (printers, copiers, duplicators, fax, and print finishing) - We've made this as easy as possible for you. Simply pick your machine from the list and complete the details beneath it. Your service request is automatically entered into our computerised system and you will receive a confirmation email with your call number. The next available engineer will then be dispatched to you automatically.
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Service calls (General Support) - This is for all other support enquiries. This isn't an automated system like the printers/copiers support, but instead emails the relevant service team and heads of department who will respond to your request personally.
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Order supplies - This has been designed for those customers who are either:-
a) on a cost-per-copy maintenance contract where they receive their consumables free of charge,
b) or have an agreed price for consumables and therefore do not require a quote to go ahead. These are typically digital duplicator customers.
Frequently asked questions
Q. "When do I provide the meter readings, I usually receive a phone call?"
A. Good question! It depends on how you want to use the service. If you like receiving the monthly phone call but sometimes find it inconvenient, then you can advise the operator that you will complete this on-line when you are less busy. Alternatively, you can choose not to have the monthly phone call and instead have an email reminder.
Q. "Why do I have to enter a second set of contact details, over and above my registered details?"
A. This is due to the different ways that people will use the service. It may be the case that an office manager registers in the first place but the service calls are placed by another member of staff. We therefore need to have a "main contact" who we can keep in touch with in the long-term, but also an "immediate contact" that we can liaise with re the service/toner/supplies request.
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