Dear Valued Customer:
THIS LETTER CONTAINS IMPORTANT INFORMATION ABOUT YOUR SERVICE CONTRACT.
As you know, as of April 2012, the Ricoh and IKON brands aligned as one brand — Ricoh — the culmination of a careful, steady progression since Ricoh’s acquisition of IKON in 2008. Now, as a unified organization, we are in a better position than ever to provide you with a broad portfolio of technology and services to meet your document and information management needs with a high level of service and support. We appreciate the trust that you have placed in Ricoh as your service provider, and I want to thank you for the business relationship we have built over the years.
Ricoh takes pride in providing its customers with top quality service and quick response times when servicing your equipment. However, Ricoh’s ability to continue servicing your Canon-brand equipment is fast approaching an end, as Ricoh may be unable to secure parts and supplies for maintenance of Canon equipment in the near future. As previously communicated, under the terms of our agreement with Canon USA, Inc., Canon is only obligated to provide Ricoh with parts and supplies for Canon-brand business equipment through April 30, 2013. After April 30, 2013, Ricoh may experience delays or be unable to secure the parts and supplies needed to maintain Canon-brand equipment.
As a result, Ricoh is not in a position to renew maintenance service on your Canon-brand equipment. Therefore, your maintenance agreement with Ricoh for the Canon-brand business equipment will terminate at the end of its current term and will not be renewed for an additional contract period.
In order to continue to provide you with the level of service you have come to expect from Ricoh, keep your costs down and maintain our relationship moving forward, we would like the opportunity to talk through the details of the service contract on your Canon-brand equipment, discuss your options, and find a solution that supports your needs.
We know that you have a choice when it comes to providers and we do not take that responsibility lightly. We are committed to providing quality service and support for your account, and look forward to continuing to provide you with a high level of service.
Please speak to your Ricoh representative today in order to learn more about your options for continued support of your document management needs. I want to thank you again for your continued commitment to Ricoh and I look forward to continue building on our relationship in the future.
Sincerely,
Glen Mandernacht
Senior Vice President, Managed and Technology Services
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