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SERVICE
FAQ
 

Can I change the way I receive my meter request?

Why is there an increase on my monthly minimum billing?

How do I get my meter reading?

What is an overage charge?

How do I place a service call?

Where do I find my Equipment I.D. tag?

Where do I find the Model and Serial Number of the machine?

What if I do not know my Equipment I.D. or the Model and Serial number?

What happens once I place my service call?

How long does it usually take to get service?

How can I check the status of a service call?

Do the Service Technicians carry parts?

Do the Service Technicians carry toner?

How do I place a supply order?

When should I expect my supply order?

Who will deliver my order?

What if I need my order before the next day delivery?

 

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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To simplify document management processes and make your life easier we introduced My PaperFREE Office. Click here to learn more about the steps you can take to make all or some of your office paperless.
 
Since 1955, RJ Young has provided businesses across the Southeast with the highest quality office equipment and innovative document solutions, all backed by our award-winning service. Today, the company is the third largest independent dealer of its kind and has been recognized by Office Dealer magazine as one of the country’s 50 Best Office Equipment Dealers.
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