I went on a service call for a jamming issue in an AC204 that I sold two years ago. Couldn't figure out why the machine would not pick up the paper, even after cleaning the feed tires, checking the drum & fuser unit, all the normal stuff. We brought the unit into the office, and when we took the back cover off, the fan motor was broken in pieces. There were other wires that were either frayed or disconnected.
We assumed that the customer had dropped the unit, or one of the employees dropped it, put it back, and wouldn't tell the boss.
I called and told the customer that the unit had major internal damage, and asked if the unit had been dropped accidently. She all but accused us of dropping it on the way to our office, and that none of her employees would ever do something like that.
Now this is a customer we have had for the last 12 years, and have 7 other machines at their other locations. Obviously we want to do right by this customer.
Do you think that there is a chance that the unit could have been dropped coming from Ricoh several years ago, and whatever damage happened then are just now coming to light?
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