You signed your copier lease with a dealer you chose. The service was good. Then the dealer was acquired, your contract was reassigned, or the manufacturer switched authorized service providers in your area. Now a company you never vetted is responsible for keeping your copier running, and the service quality has dropped.
Third-party servicer transitions are one of the most frustrating experiences in copier leasing. Here is how to handle the common problems.
Problem 1: Slower Response Times
Your original dealer had a technician 15 minutes away. The new servicer dispatches from a city 90 miles away. Your “4-hour response time” is now a next-day visit at best. This is a service agreement violation if your contract specifies response time commitments.
Document every service call with the time you requested service and the time the technician arrived. If response times consistently exceed what your service agreement specifies, send a formal written complaint to the servicer and copy the leasing company. Include specific dates and response times versus the contractual commitment.
Problem 2: Unfamiliar Technicians
Your original dealer’s technician knew your machine’s history, quirks, and configuration. The new servicer sends a different technician every time, each one starting from scratch. This leads to longer repair times, repeated diagnostic work, and fixes that do not stick because the technician does not know the machine’s pattern of issues.
Request a dedicated technician assignment. Most service companies can assign a primary technician to your account so the same person handles your calls consistently. If the servicer refuses, escalate to the copier manufacturer’s dealer relations department.
Problem 3: Billing Disputes
The new servicer may bill differently than your original dealer. Common billing problems include charges for service calls that should be covered under your agreement, higher overage rates than your contract specifies, charges for parts that should be included in your maintenance agreement, and toner costs that were previously included but are now billed separately.
Keep your original service agreement accessible. Every billing dispute should reference the specific contract provision that covers the charge in question. If the new servicer is not honoring the terms of your original agreement, they are in breach, regardless of whether they claim they “inherited” different terms.
Problem 4: Supply Chain Issues
A smaller third-party servicer may not stock the same parts inventory as your original dealer. This means longer wait times for repairs that require specific components, toner substitutions that may not produce the same print quality, and difficulty sourcing consumables for older or less common copier models.
If parts availability is consistently a problem, contact the copier manufacturer directly. Manufacturers maintain authorized parts distribution networks, and they can either supply the servicer with the correct parts or redirect you to a better-equipped service provider in your area.
What Most Guides Miss: You May Have the Right to Choose Your Own Servicer
Many businesses assume they must use whatever service provider the leasing company or manufacturer assigns. This is not always true. Review your service agreement carefully. If it specifies a particular company by name, that company (or its successor) must provide the service. But if the agreement references “authorized service provider” generically, you may be able to choose any authorized dealer in your area.
Contact the copier manufacturer and request a list of all authorized service providers within your service territory. Get quotes from multiple providers and compare response times, pricing, and customer references. If a different provider offers better service at the same or lower cost, switch. The leasing company cannot dictate your service provider unless the service agreement is bundled with the lease (which is less common than most people think). For more on handling dealer problems, see our dealer closure guide, and understand your service rights at our lessee rights guide.
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