Learning Commons:Chapman Learning Commons/Report a Problem

Unexpected Situations

Before you contact Ricoh,  it may be best to touch base with your supervisor.

• In case a Ricoh representative/technician comes to UBC, you should do the following:
  • Consult previously-submitted ticket (look in the “tickets” folder and subfolders in the [[1]] account)
  • Check Teams to see if a fellow CLCA has posted more information about this ticket/incident
  • Check any other means of communication (staff blog etc.) to see if there is more information
• Adapt to the situation! There are procedures or information that you might not familiar with, and if are confronted with this problem, you could contact your supervisor.

TO REPORT A PROBLEM...

Call

1. There is a sticker on the front of the machine with the phone number (1-800-267-9469) for service from Ricoh (our printer manufacturer) as well as the serial number. Have the serial number ready when you call.
2. Make sure to double check the serial number with the printer name ex) RC1 (or device that is experiencing an issue) is correct.
3. When calling Ricoh from the help desk phone, make sure to add "9" at the start of the phone number on the sticker. Otherwise the call cannot be completed.
4. Jot down the name of the person who is helping you (this will come in handy later).
5. Inform the phone representative of your issue.
6. Double check that the location they have on file for our machine IS the Chapman Learning Commons, Level 2 or 3, Irving K. Barber Learning Centre.
7. Before ending the call, request a ticket number. Each call Ricoh receives is assigned a unique ticket number. This number may not be provided by the call centre unless it is requested. If you have any issues with obtaining a ticket number, please ask for the name of the representative you’re speaking to (if you don’t already know it).

Report Online

1. Sign in to https://www.myricoh.ca/ Login: clc.assistants@ubc.ca Pass:Chapman3909!
2. Click “Service Call Management" (orange box)
3. Click “Service Call Placement” (orange box)
4. Fill out the form
   •            Machine Serial #: Input the serial number for the appropriate printer
   •            Machine Asset Tag #: Leave box empty
   •            Machine Service Address: Yes
   •            Problem Category: Emergency Call required
   •            Problem Description: Describe the issue in detail. Make sure to include any error codes or notices
   •            Is the Machine usable right now: Select appropriate answer
   •            Customer PO: Leave box empty
   •            Contact for the Service Call: Same as Call Placer

Please note: There may not be a way to CC the staff email like a usual IT ticket. Therefore, just letting a staff member know when this is done is important.