Charge for Firmware Update?

We do not charge for firmware updates.  All of the Ricoh IM series is now capable of auto-updating the firmware when new firmware is released.  It's actually a great talk track that clients never asked about.  When I'm finished explaining our process I'm sure that5 leads to questions to other vendors about their process.

We do not charge if they are under a service agreement.  Otherwise it depends on the customer and the situation.  Sometimes we bill a service call.

@Art Post - Follow up question for you please. When the automatic FW update is completed on the Ricoh IM device, do you get a confirmation or notification that the update was made?

There is no update for the end user when the firmware is updated, however there is an update with ACT that will show on the MFP forth end user

If the machine is under a service contract you'd be foolish not to keep the machines in your MIF up to date on their firmware.  In addition to improving your customer's experience the updates could reduce service calls.

@gap posted:

@Art Post - Follow up question for you please. When the automatic FW update is completed on the Ricoh IM device, do you get a confirmation or notification that the update was made?

Your service department should have access to Ricoh Arms.  This tool lets you remotely see if the machines you have in the field need firmware updates and will usually let you do the updates remotely depending on the model.

There is a new tool on the customer facing side of the Ricoh websites where the customer can search their network for Ricoh devices that need firmware updates.  They can then select which machine they want to update or they can do them all at once.  I tested it on my network and used it to update an 03 series color device and it worked well.  Only downside was that it took a good half hour for the machine to complete the update.  This will be a good tool to help me fix SMB scanning issues remotely.

RICOH Firmware Update Tool

Here is a link to the list of compatible models:  https://www.ricoh.com/support/firmware-update-tool

Here is the link to download and install it: https://support.ricoh.com/bb/pub_e/dr_ut_e/0001309/0001309404/V1300/z92181La.exe