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Canon USA ceased providing (all) technical support to IKON on 12/01/2009

December 3, 2009

Canon sent out a letter to all of it’s Authorized Canon Dealers to confirm that Canon has ceased to provide all technical support. The letter goes on to say:

“,,,we are aware that certain materials circulated by IKON state that “…Canon has agreed that Ikon may contract with authorized Canon service providers to enable us to continue to provide any support needed for firmware upgrades, patches and access to technical support.” This sentence misconstrues the terms of the October 30, 2008 confidential agreement between Canon USA and IKON.” (Red font & bold type are mine)

It seems like the Questions to ask IKON about their Canon Service posted on this blog finally got to the truth. In response to these question IKON sent out a letter that apparently misstated their capabilities to service and support their customer’s Canon equipment. So in response to that letter Canon sent out their own letter (12\1\2009) to clarify their relationship (or lack their of) with IKON (a wholly owned subsidiary of Ricoh).

And if you read the letter it makes it perfectly clear to both IKON and all the Authorized Canon Dealers that neither IKON nor an Authorized Canon Dealer are permitted to enter into a “behind the scenes” agreement to service Canon equipment in partnership with IKON. Apparently that was an IKON pipe dream.

So now all the cards are on the table IKON can not get firmware, patches, updates, technical publications, or Canon tech support on any of the Canons that they service or support. The last spin IKON will likely make is that they have “all that stuff’ for the Canon machines that they use to be authorized to sell & support. While that was true a year ago, Canon like all manufacturers continue to send out new firmware, & patches, etc for equipment that is currently in the field. I believe that each manufacturer is required to support a product for a minimum of 7 years after it ceases production. So if you have Canon equipment being serviced by IKON you likely do not have anything that Canon has released for it in the last year. That is one of the main reasons that a Canon customer chooses an Authorized Canon Dealer to service their Canon equipment.

A final thought to those Customers who have and like their Canon ImageRUNNNER equipment. If you like your Canon ImageRUNNER you are going to love the Canon ImageRUNNER-Advance!!! The new line is unbelievable.  You should call an Authorized Canon Dealer to see it, especially if IKON is trying to push you into Ricoh equipment. At the very least come see a demo so you can see what you are going to be missing.

That’s my $0.02
Vince McHugh
vince.mchugh@yahoo.com

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22 comments

  1. Canon homer.


  2. Canon’s going out of business anyway – Ricoh will rule the world of copiers. CBS made a huge mistake by not buying IKON and are now paying for it. What was CBS thinking by purchasing Oce???? Donkeys!


    • Paul,

      Just keep telling yourself that (LOL)! I sure that it will soften the blow of ONLY having Ricoh equipment to sell.

      Isn’t it funny that Ikon went from selling predominately Canon equipment when they had a choice to sell Canon or Ricoh and now that they can no longer sell Canon, Ricoh has suddenly become the best product on earth.

      Just keep drinking the kool aid.


      • Just as IKON Sales Reps have no choice as to what they can sell, former and current IKON customers have no choice as to what they can buy. Since many are not buying the Ricoh product, Ricoh Americas Corporation is running back to it’s Dealers for help as IKON continues to lose steam. Pass the Kool Aid!


      • Mr Anonymous,

        You just illustrated the problem with IKON, they really think that “former and current IKON customers have no choice as to what they can buy”. They do have a choice that just have to buy from someone other than IKON. Please see the article “You are going to have to explain this to my Boss!”


  3. We are a Ricoh and Canon dealer. I still am partial to Ricoh though having Canon in the mix is nice as well in an instance when you can’t find a Ricoh solution. I think both giants are screwed up. This is a great time for dealers to swoop in and capitalize. I want the Kool Aid if there is Jack Daniels in it.


    • Larry,

      I agree that it is a great time to be an independent Dealer. We really offer customers a great alternative to the _BS (direct) branches.

      Since we don’t have stock holders, we focus on giving great customer service and establishing long term relationships with our customers. It is the repeat business from our loyal customers that has allowed Independent dealers to continue to thrive.


  4. Do you have documentation from Canon actually stating that they cannot subcontract? Canon must have sent you something!!! Sounds like smoke and mirrors to me


  5. Do you have documentation that we all could see…Seems like smoke and mirrors to me…Canon must have sent you something in writing


    • Hey Andy,

      I can’t believe that Ikon hasn’t showed you guys the recent Canon letter. So here is the link feel free to click on it and download Canon’s official position and final word on Ikon NOT being able to hire Authorized Canon Dealers to service canon equipment for Ikon. Canon even warns Authorized Canon Dealers that if they were to (for some crazy reason) want to enter into such an agreement that it would jeporadize their own Canon Authorization.

      So the Ikon spin stops here!


  6. Vince,

    I cant believe that NECS/Canon has not provided their retraction to you. Below is the information they provided to us.

    • As of December 1, 2009, Canon USA will no longer provide technical support to IKON.
    • IKON may enter into arrangements with authorized Canon service providers, including authorized
    Canon retail dealers, pursuant to which such authorized Canon service providers will provide service
    and technical support to IKON customers, including firmware upgrades and patches, as well as
    maintenance and repair services.
    • If IKON enters into such arrangements with authorized Canon service providers, the provision of such
    service and technical support by such providers to IKON customers shall be in their capacity as
    subcontractors of IKON. To avoid any potential confusion, IKON and Canon USA agree that such
    providers shall not be held out to the public as part of IKON’s internal service organization.
    • IKON may continue to provide maintenance and repair services for Canon-brand business equipment,
    in accordance with the October 31, 2008 announcement quoted above.
    • IKON may continue to purchase spare parts and supplies from Canon USA, in accordance with the
    October 31, 2008 announcement quoted above.

    Spin Stopped. Nice Try.


    • Andy,

      Would you do me the same courtesy that I showed you, and send me the actual letter that you are quoting? Or at least a URL link to where it is posted?

      Fair is Fair, I showed you mine….

      Vince


      • Andy,

        I still haven’t see the letter that you say is a “retraction” by Canon. It appears to me that the 2nd letter that I posted from Canon was in direct response to the subcontracting nonsense that you quoted from your letter.

        “…we are aware that certain materials circulated by IKON state that “…Canon has agreed that Ikon may contract with authorized Canon service providers to enable us to continue to provide any support needed for firmware upgrades, patches and access to technical support.” This sentence misconstrues the terms of the October 30, 2008 confidential agreement between Canon USA and IKON.”

        You may want to recheck the date on the “letter” you are quoting from, then get back to us.

        The silence is deafening 🙂


    • Hey Andy,

      I want the truth !!!


  7. Your letter was Dated December 1st, the letter we recieved with Canons retraction was on December 14th.

    By the way, how many people has NECS laid off and what percentage of that was your workforce?


    • Hey Andy,

      We still haven’t seen this mystery letter that you say you are quoting. If it really exists how about you send it to me? Or post it somewhere?

      Here is what Canon actually says at the end of their most recent letter.

      “Canon USA reminds its dealers that any arrangement by IKON whereby authorized Canon service providers are providing “behind the scenes” technical and/ or other service support to IKON would not only violate the October 30, 2008 confidential agreement between Canon USA and IKON, but would also violate the terms of the Canon authorized retail dealers and/ or authorized service providers’ agreement…”

      Since that is what Canon has said to it’s authorized Canon dealers, it doesn’t really matter what IKON says. No Authorized dealer would risk their Canon Authorization to help out IKON.

      So its time to put up (the mystery letter) or shut up.

      As for NECS, we are doing great, thanks for asking. We are actually hiring. You may have heard that NECS was recently awarded the State of Massachusetts contract as the sole Canon solutions provider. If you know of anyone with experience in this area send me their resume. 🙂


  8. Keep Dreaming, If I send it, I would hope you would post it…Will I get an apology on the site? Its Canons words not IKON’s.


    • Andy,

      If this letter actually exists why wouldn’t IKON post it themselves? They have everything to win and nothing to lose by posting this letter (if they actually have one).

      The only draw back I see is IF this letter wasn’t actually written by Canon then of course they \ you can’t post it because Canon would come after you for fraud.

      If you send it to me, and you tell me that this is an authentic letter from Canon to IKON, I will post it with a disclaimer that it is on your word that it is authentic, until I verify it with Canon which I will immediate attempt to do.

      So, now what are you going to do? Time to put up or shut up!



  9. As of December 1, 2009, Canon USA will no longer provide technical support to IKON.

    IKON may enter into arrangements with authorized Canon service providers, including authorized Canon retail dealers, pursuant to which such authorized Canon service providers will provide service and technical support to IKON customers, including firmware upgrades and patches, as well as maintenance and repair services.

    If IKON enters into such arrangements with authorized Canon service providers, the provision of such service and technical support by such providers to IKON customers shall be in their capacity as subcontractors of IKON. To avoid any potential confusion, IKON and Canon USA agree that such providers shall not be held out to the public as part of IKON’s internal service organization.

    IKON may continue to provide maintenance and repair services for Canon-brand business equipment, in accordance with the October 31, 2008 announcement quoted above.

    IKON may continue to purchase spare parts and supplies from Canon USA, in accordance with the October 31, 2008 announcement quoted above.


    • Andy,

      Your third bullet point of your post is directly contradicted by the public letter that Canon has sent out to their Authorized Canon Dealers. Which states that a Canon Dealer may service IKON’s Canon customers “In place of IKON” but NOT as a subcontractor for IKON.

      Canon, and I were both brave enough to actually post the letter that I am quoting, but so far the letter you say you are “quoting” only seems to exist in your mind. Where is this mystery letter that you say Canon wrote to IKON??? Time to put up or shut up. Surely if IKON had such a letter they must have posted it somewhere!

      Besides Andy, YOU SAID that your mystery letter from Canon to IKON was dated 12/14 (see your own post above), but in this post you say you are quoting a letter dated 12/1/2009. How could that be a “retraction” of the letter I posted dated 12/1/2009? It must be tough keeping your “stories” straight. Come clean Andy, you really don’t have a letter from Canon to IKON dated 12/14/2009 do you?


  10. That is the peice. You are wrong, and you are treading on thin ice.


    • Andy,

      Here is the basic problem, I have posted a letter from Canon that contradicts what you have written. It is understandable if those who read this blog would be a little skeptical of claims made by someone (yourself) who works for Ikon. Especially when Canon contradicts your claims in a public letter that I have been good enough to post.

      Surely you are not expecting everyone to just take your word for it, are you? Can you at least tell us why you will not send this letter that you say you are quoting from? Why don’t you scan & email it to me and I will post it (stating that it came from you) you can even do that from a Ricoh Device 🙂

      But if you can not or will not show us this letter that you claim Canon sent to Ikon then why don’t you just give us the name of one Authorized Canon Dealer that Ikon has sub-contracted. That’s not asking too much is it. Because if no Authorized Canon Dealer has agreed to be an Ikon sub-contractor, then your letter is a mute point.

      Lastly Andy, as far as treading on thin ice I should give you the same warning. It is you who has publicly stated that the Canon is not telling the truth in the letter that they sent to their Authorized dealers. So far you have not provided the proof of what you have posted.

      You have the right, but apparently not the ability, to remain silent.



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