Ikon Office Solutions

We made the mistake of leasing a copier from IKON along with a service contract. The service has been terrible. IKON is not responsive. In fact our copier was down for over 3 business days and IKON provided no assistance. We were left to fend for ourselves and in fact had to have a copy service assist us at our expense. We asked IKON to reimburse us for this cost and it refused and tried to lease us another copy machine. Great customer assistance!

«Customer service» is awful. Completely unacceptable. 7 weeks we had a machine that didn’t work properly, and for two of those weeks it didn’t work at ALL. All of the follow up was on my end too… and they’re still making us pay for the entire contract period. Not even a formal apology from the company. Save yourself the headache and avoid working with them.

(I am re-​posting this here because the Walnut Creek Office is where the sales team is based.)
Talk about crappy customer service in the sales offices! (The majority of the service guys are nice, but they have little to no power to help resolve larger issues.)
Unfortunately I inherited a huge mess when I took my current position 2.5 years ago. The previous office manager at my company was completely useless. She made poor decisions all around on top of leaving files not just poorly organized (if organized at all) but inconsistently organized… But the point I am getting at here, is that she made a very bad decision with the lease contract on a copier/​fax/​printer from Ikon. She signed something ridiculous like a 5 – 7 year term, on a low end machine. With a close to 2 years left on the contract, we’ve probably paid for this crappy machine twice over…
That said, Ikon is completely inflexible about replacing this machine with something that just works. I’m not asking for or expecting spectacular performance, but something that doesn’t give a false paper jam notice at least a dozen times a week would be nice. I don’t expect a superior product at the same price, but also don’t think we should have to re-​up the contract term to another 5 years at a higher price for a machine that is only slightly better.
Over the course of the last year and a half I have made several attempts to come to a fair and reasonable resolution without any real response. When I even get a phone call or email back at all, it never offers anything more than an insincere apology.
Customer service is about keeping customers happy while still maintaining a profitable business, not bleeding your customers dry until they hate you.
The sad part is, small and medium businesses pay the price because they aren’t valued or appreciated as much as the larger corporate accounts.
One thing is for sure, if I am still with my company at the end of this contract term, I sure as hell will not be going with Ikon for another lease!