Firmware Issues That Need To Be Resolved

i strongly recomend forcing the firmware updates most corrective measures are only available in the form of firmware updates.

when righting to your card be sure that you have first errased the card and then to be sure that files are unzipped and extracted to the right location/

have never had a problem with the download unless the were not done properly

good luck

Speaking from a small/mid sized dealership point of view (which it sounds like your are), it looks to me like a 100% problem with your Service Manager (or whoever is in charge of your service department.)

1) Are you ordering parts overnight because the campany's not stocking properly? Or could it be because your techs are "shotgun" troubleshooters? A "yes" to either of these questions falls on the Service Manager's shoulders (poor initial and ongoing training, as well as not keeping an eye on inventory control).
2) You say that your machine's firmware levels are not being updated on a regular basis, and that newer firmware levels are not being downloaded when they become available. Another problem that belongs on the Service Manager's shoulders. He should be keeping up to date on newer firmware and TIBs, and distributing them (or at least having techs download it themselves for use in the field) and enforcing some type of machine firmware upgrade policy.

My advice: Get rid of the Service Manager and invest some wasted money in a good one. A good Service Manager is as important as having gas in your car. He will definitely get you somewhere (profit wise) on the service end. A poorly trained, and poorly led Service Dept can easily drag a small/mid sized company into the red in a very short period of time.

As for the Memory Card Explorer for XP 1.00 issue: I can't help you there. It loaded up just fine on my Dell Laptops. I did hear from Ricoh that this software doesn't work right with some computers, though.

On an up note: The newer SD card technology is way cooler and better. They hold tons of firmware, and you just drag and drop the firmware to the card. No special software involved.

Star1

P.S.
You can download (and keep up to date with) your
firmware and TIBs at http://tsc.ricohcorp.com/

You'll need to be a RFG dealer and register.

Star1

quote:

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Any help would be appreciated so I can get another monkey off my back and put it back on the service department.

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I see where you are coming from John.
I cannot comment on your SM because I have known some "small town dealer-owners" who will contrict a service depts effectiveness. Sometimes because he doesnt trust the SM, sometimes because he doesnt trust anyone.
If you cut the balls off of the members of the choir, you will have a choir of sopranos.
As far as firmware updates, I apply them when they affect the specific operation of the machine. Thats probably 30-40% of the time. Firmware updates correct specific problems. For instance, A232 updates are up to level Z, none of the 28 machines in our territory are beyond "X". As far as I am concerned, "Z" is only needed to reinsert the s/n in an memory cleared machine.
I read all the "readme"s first before I upgrade any firmware.
As to Ricohs Explorer program, in some cases, expecially on laptops, you need to modily the memory area so the program can work. I dont remember the details but you can get them from the memory explorer page. I carry a laptop and probably a dozen 4MB flash cards preprogramed in my car.
My PC in the office has a PCI adaptor to program he 4MB cards also.
The new machines are much easier to work with as they use 64MB flash cards. I carry those with an adaptor in my car also.
Is your SM so equipped?
As far as overnight shipments, I would say that 3 out of 5 days, I order overnight parts.
As expensive as it sounds, it is cheaper than a full inventory off all the parts needed.
Most of the time it is a single part you will only need 1 time.
Is your service dept factory trained? Is your SM computer literate? Is he a member of this or anyother copier board?

Paducah is about the size of 100,000 but unfortunately we also have a Gestetner dealer, a Lanier Dealer, and we are both Ricoh & Savin. As for the SM being literate, I know he has been servicing copiers for the last 20 years, but he is better at analog than digital. Some people don't like to change with the times, and would rather sit in the back seat. Our techs are factory trained but you're right, they do shoot from the hip. If they would get on the wagon and put the customer first, they probably would not have near as many callbacks. Thanks for all the great info. I'm sure we can work through the tough times, even if it does mean making people changes.

i am fortunate to have a great SM, one who is very hands on and "pro-active". it is policy here that when any new system is set up and before it leaves the service department that all firmware is checked to insure that it is up to date, and if not it is updated. that has been great for us and taken care of a lot of problems.

Our techs update firmware when they see any problems. They’re also up to date on all bulletins. As for the program problem, try uninstalling memory card explorer and up date XP with SP1, then reinstall. I have no problem with the software.