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Customer Support Application Guide

Ricoh has launched a new Customer Support Application to help streamline communications between our valued customers and the Customer Service team. The application is easy to install and ensure customers receive assistance as quickly and efficiently as possible.

 

Remark: This App can only be installed in the following models:
MP C2400/C2504/C3004/C3504/C4504/C5504/C6004
MP C2004ex/C2504ex/C3004ex
C3504ex/C4504ex/C5504ex/C6004ex
IM C2000/C2500/C3500/C4500/C5500/C6000"

 

 
Three easy steps to setup and start using the Customer Support Application The guide is divided into three sections. The first two are a one-time installation and profile setup processes. The final step will guide you through the process of logging in a service call.
Step One - Installation Starting at the Home Screen

Select the ‘application site’ option

Selecting the Application Select ‘Customer Support Application’
Starting the Installation Select ‘Install’
Completing the Installation Select ‘Close’
Returning to the Home Screen The new ‘Customer Support’ option should appear on your screen after the installation process.
Step Two – Setting Up Profile Machine Information

The serial and model numbers should already be set. Select the ‘location’ option.

Selecting the Location

Choose your current location from the drop-down menu.

Customer Information

Please fill in your company, person in charge, phone number, email, and department name.*

*We recommend to input part of your machine location address e.g. Room No. or Floor, Buidling in this field for easy identification.

CC Email Address Please add in any email addresses you wish to send copies of transmitted emails to.
Confirm Settings Please confirm your details are correct.
Test Email Please allow the application to send a test email to the primary address along with any copy emails to the secondary addresses if included.
Step Three – Logging a Service Call

Submit Service Request

Please select the ‘Submit Service Request’ option to start logging in your request.

Create Service Request Please select the issue category type and contact person from your organisation.
Issue Category Home Screen Select a relevant issue category from the list.
Issue Category List Select a relevant issue category from the list.
Issue Category Home Screen Please select ‘OK’.
Contact Person Select the contact person from the saved list or add a new one.
Service Request Home Screen Please review and confirm your details.
Frequently Asked Questions You may wish to check if the issue can be solved by checking the frequently asked questions (FAQ)
Frequently Asked Questions – Established Question A similar issue might have been addressed previously. You may select the question option to see the solution.
Frequently Asked Questions Example – Solution A quick solution might be readily available.
Submitting your Request You may choose the “Submit SR’ option, and a customer service representative will be in touch shortly.