Thread regarding Ricoh layoffs

Anyone remember "complete service call" concept?

We have been sliding down the slippery slope on this for the last few years. The quality of service calls has been declining in part due to service managers covering two territories and twice the number of techs. They have been increasingly chained to their desks and don't get out to do follow-ups. This has really encouraged many techs to slack off and do substandard work. Some techs don't even bother bringing their vacuums with them anymore. I think that the pandemic has also affected peoples mindset. Customers are still paying for service and deserve to receive what they are paying for. The lack of oversight by Ricoh management is going to force customers to look elsewhere. Makes me wonder if they know that Ricoh is planning to exit service altogether at some point.

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Post ID: @OP+1c9LfQK5

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TS212. That basically was a way for Ricoh to bring in more money to stave off letting techs go. You as a tech were responsible for charging customers for things not covered under their contract (damage, reconnects, etc). They of course took this to te next level and techs had quotas to meet every month. It put techs against customers because the customers were afraid to place service calls thinking they could be charged extra. Also, when it first came out, you had to go around and visit locations that didn't have Ricoh products and introduce yourself and make them aware of Ricoh. (Do the sales peoples job for them)
This whole scheme was a total flop. It angered techs that were put in awkward situations and even had authorities called on them.

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Post ID: @4xze+1c9LfQK5

Can someone explain TS212. I see it posted often but have no idea what it means

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Post ID: @4ulp+1c9LfQK5

Please govern expectations relative to terms & conditions of maintenance agreement.

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Post ID: @2jri+1c9LfQK5

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