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Rectron does same-day repairs on Ricoh kit

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The initial results of Rectron extending its services portfolio to include Ricoh printers and MFPs are in and they are extremely positive.
In the most severe cases customers were waiting seven days to have their equipment repaired but with the switch to Rectron performing repairs or offering replacements at its locations around the country that time has been reduced to just 30 minutes in the best case scenario.
“Thirty minutes is the shortest period a customer has waited for repaired or replacement equipment and the current average is about a day, which is the vast improvement we sought over the previous waiting period,” says David Hallas, director of Indirect Channel Operations at Ricoh SA. “That’s a substantial improvement and a clear indication we have the right partner for success.”
“We originally chose to partner with Rectron because they are focused on building a versatile printing division, they see the print solutions as the technology enabler, and they truly understand the value added opportunities in the South African print market,” says Hallas.
“This outcome is positive proof that our philosophy of being a value added distributor and partner to our reseller channel, to bring them the best technology, price structures, and service to help them build and diversify their businesses, all while being able to ensure excellent customer service is being well received,” says Lindi Shortt, MD of Rectron.
“Our mission, as always, is to make it easier for our customers to do business with us,” says Martin Roets, operations director at Rectron. “Our service division prides itself on offering exceptional on-time service delivery and our customers can expect no change in this level of service when it comes to Ricoh. Customers will now be able to drop off faulty units at any of the Rectron branches countrywide and can expect a full turnaround within 48 hours.
“The last two years have seen this remarkable brand grow from strength to strength,” he adds. “The extension of this agreement to include servicing is testament to the trust that has been built between both parties and the credibility of the brand itself. Ricoh is a leading manufacturer and supplier of printers for the consumer, the small office home office (SOHO) the SMB customer as well as the corporate client.”
Ricoh SA began training Rectron service personnel from branches around the country at the beginning of the year. Rectron holds various spares at its locations that allow it to handle most of the repairs onsite.
“Rectron’s personnel are fully trained and certified so they are qualified to make onsite decisions to replace equipment or repair it,” says Hallas. “The ability to effect repairs, at regional locations, offers resellers, distributors such as Rectron, and brands like ours, an unrivalled advantage in what is a highly commoditised market.”