The success of Kyocera Mita's very popular MFP models, specifically the FS-1116 and FS-1118, has had some unexpected consequences.
With sales of over 6 000 units in less than four years, these models have proved so successful that some competitors have started parallel importing them directly, and then “re-badging” them to make them appear to be the other manufacturers' products.
This means that customers who fall victim to this deception end up with a Kyocera machine that is not supported by the proper warranty, is not serviced by trained Kyocera technicians and is supplied with third-party - and possibly sub-standard - consumables.
“This is beyond a 'grey-market' issue,” says Jody Harrington, commercial operations senior manager at Kyocera Mita South Africa. “We are very concerned about this practice. In our view, it is fraudulent. Beyond that, it delivers an unsupported product to the customer, who is the real victim.
“When you buy Kyocera equipment from our approved dealers, you have the full support of our industry-leading warranty, our highly trained technicians and the best quality consumables that extend the life of the machine and reduce the cost of ownership.
“If you buy a machine that has been re-branded to look like another manufacturer's product, you don't have our support - and whatever support you get from the supplier is going to be limited and questionable.”
What must customers look out for? Look for the serial number label on the back of the machine. “The LCD display or the software driver on our machines clearly shows that it is made by Kyocera Mita - but finding that out when you turn it on after you have paid for it is a bit late,” says Harrington.
“Watch out for equipment that is not supplied with supporting software or is sold by a 'subsidiary' or 'partner' of the actual company you are buying from. Ask to have the machine demonstrated in action before you buy. Ask about the warranty and get it in writing - read that document very carefully.”
Apart from the obvious harm such deceptive practices have on the customer, there is also the damage done to the reputation of the industry as a whole.
“The office equipment industry has gone to great lengths to meet international standards and provide customers with high-quality products and services - Kyocera Mita is a leader in this area,” says Harrington. “Such activities undo all the effort that we, as an industry, have put into looking after our customers.”
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Kyocera Mita
Kyocera Mita is one of the world's leading office document solutions companies. The product range consists of printers, multifunctional systems, wide format devices, parts, supplies and efficient office output solutions. Kyocera Mita provides innovative products with superior printer controllers, built on a foundation of long-life components, allowing it to offer its customers low total cost of ownership and high efficiency in any workplace. For further information, visit: http://www.kyoceramita-europe.com.
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