Frequently Asked Questions:
Can I change the way I receive my meter request?
Yes. Simply let us know what change you’d like to make
(email, fax # or mailing address) along with the equipment’s
ID Tag and we’ll take care of it. Request Support.
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Why is there an increase on my monthly minimum billing?
In order to continue to provide the highest quality service
possible, we ensure that our rates adequately reflect any
increased costs from our various vendors. Additionally, as
equipment ages it does cost more to service. As long as a
piece of equipment is under our service contract, it’s
covered by our unconditional “We Make it Right” guarantee.
For these reasons, we *reserve the right to increase our
rates on an annual basis, based on our cost of doing business.
*In section 2 of the lease agreement terms and conditions and
in section 7 of the maintenance agreement terms and conditions
it states that at the end of each contract anniversary date
the rate charge can increase without written notice to allow
for cost increases.
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How do I get my meter reading?
You may call and ask someone in person. Request Meter Reading Support.
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What is an overage charge?
Our service contracts regularly include a base number of copies;
similar to cell phone minutes. When you run copies in excess
of this base amount, the additional charge is called the
overage. These copies are usually charged per copy at a specific
rate identified in the contract. We have different type of
overage reconciliation plans; if you’re consistently
under or over you base amount give us a call. Chances are
we can come up with something better suited to the way you
do business.
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How do I place a service call?
Service calls can be placed by calling our Customer Care Department or through our website. Please have your Equipment I.D. or the Model and Serial Number
of your equipment available. This will enable our representative
to place you call in a timely manner.
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Where do I find my Equipment I.D. tag?
The Equipment I.D. tag is a silver plate located on the front
of the body or just under the lid of the machine. Some tags
will have 2 letters and 3 numbers, such as MB450 or they
will have 5 numbers, such as 40100.
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Where do I find the Model and Serial Number of the machine?
The Model and Serial Number is located on the back of the machine.
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What if I do not know my Equipment I.D. or the Model and Serial
number?
You will need to contact our Customer Care Department. Please
have your business's main phone number available.
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What happens once I place my service call?
Once your call has been entered in our system, it is paged to
your service technician. Each technician belongs to a geographically
determined team and has a dedicated dispatcher for that team.
The service technician is responsible for contacting the
customer within an hour of the time the call was placed.
At this time the technician will let the customer know when
to expect service.
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How long does it usually take to get service?
The RJ Young Service Department averages a 4 hour response
time. This is from the time your call is placed until the
technician enters your business.
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How can I check the status of a service call?
To check the status of a service call you will need to contact
our Customer Care Department. They in turn will check with
the dispatcher of your area and establish an estimated time
of arrival.
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Do the Service Technicians carry parts?
Our Service Technicians carry a limited supply of parts. If
the technician does not have the part needed he will contact
our parts department. If for some reason the part has to
be special ordered, the technician will let you know when
he expects it and will work with his manager to reduce the
amount of time your machine may be out of service.
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Do the Service Technicians carry toner?
No, toner must be kept at room temperature to ensure the quality
of the product.
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How do I place a supply order?
Supply orders can be placed with our Customer Care Department or through our website.
Please have your Equipment I.D. or the Model and Serial Number
of your equipment available. This will enable our representative
to place your order in a timely manner.
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When should I expect my supply order?
All supply order placed before 3:00 p.m. will be shipped out
that day and delivered the following business day. If for
some reason it can not be shipped, such as a product on back
order, the Customer Care Representative will let you know
when to expect your order.
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Who will deliver my order?
We ship UPS. If your package doesn’t arrive in the specified timeframe, please call our Customer Care Department. They can
track your package through UPS and let you know when to expect
it.
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What if I need my order before the next day delivery?
If you see that you need your order before it can be delivered
please call our Customer Care Department. They can make arrangements
for you to pick up your supply in one of our local offices.
RUSH DELIVERIES are subject to location and may include a
nominal fee.
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Solutions