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Photocopier frustrations

I am being driven to distraction by the company that maintains our photocopier.  We have told them on numerous occasions over the last six or seven months that they have failed to bill us for the copier usage.  Our machine readings are sent to them by fax every month and we have copies on file of all the readings they have been sent but until today we have not been billed since 1 June 2011.  We have telephoned them on numerous occasions to ask for bills and were told we were "in front"even though we told them clearly that could not be the case.  All came to a head last month when we received a letter stating that we were some £400 in arrears, but still had not received invoices for the amount they were claiming.  We contacted them again, provided up to date readings and was assured that we would receive all the relevant invoices, which had not been issued.  The explanation for the lack of billing was "an employee that has since left the firm had not done her job properly".  We were telephoned today by their accounts person today to be told that we now owed over £800 (including VAT) and we could pay it back to them at £200 per month if we wished - but still we had not received any invoices!  At my insistence invoices were e-mailed to us today. The invoice details show 1 December 2011 to 1 January 2012, £350 plus VAT which the accountsperson at the photocopier supplier has told me includes the period from 1/6/11 to 31/12/11 and if that is the case then this looks reasonably in line with our normal usage, but if not it is about 10 times our normal bills for December.  January is £130 plus VAT - about right for January as it is our heaviest month for copying but the amount invoiced for February 2012, marked as "estimated" is £230 plus VAT and is for around 5 times more than I have calculated from the reading we submitted and is way over our normal usage for February, which is throwing clouds of doubt on the validity of the other charges. I am also worried that the first of the invoices does not show the correct period being invoiced which may leave the door open for them to try and charge me even more. I know that I can dispute the February invoice purely on the basis that it is way out of our normal usage for this time of the year.  I don't really know where I stand about the earlier periods not invoiced, I accept that I will have to pay for what I have used, but would like something back from the photocopier company as recompense for their appalling customer service.

1)  can anyone offer me any advice please?

2)  can anyone recommend a photocopier supplier please?

Many thanks from a very frustrated photocopier user.


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07th Mar 2012 12:51

If you are paying by the copy

Then the invoices should/must show the calculations -v- the readings.

I have used a company called 'Complete Imaging' in the past and they have always been helpful and reliable.

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By Jimess
08th Mar 2012 14:09

Thank you for your recommendation.  Now that I have calmed down somewhat I have arranged to see one of the company directors to work out what went wrong, where and why and where we go from here.  My copier is due for renewal so I am pretty well placed to negotiate.  If they want my renewal business then they will have to work extremely hard to reassure me that they will not let us down again. I am not a huge customer to them, but my guess is that I am not the only customer to be affected by their drop in standards.  I will check out Complete Imaging and see where they are based etc.

Many thanks again.

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15th Mar 2012 11:16


For the last 11 years I've used a company called Motion Graphic Limited based in Birmingham - always very helpful and great service.


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15th Mar 2012 12:13

Please tell us wher you are based

this will mean that more can recommend suppliers to you

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15th Mar 2012 12:40


Hi Jimess,  I'd recommend Digiform Limited (they are national so location’s not a problem!) and have used them for a number of companies I've worked in.  The pricing and after sales service level is excellent and their MD, Mark Day is really on the ball.  Good luck with your search!

Regards  Jon.

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15th Mar 2012 12:57

I would recommend that you don't have a photocopier.  We haven't had one for over 12 years and manage very well without it.  A half decent scanner and printer won't have anything like the same running costs, and are much less prone to going wrong.

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By janmc71
15th Mar 2012 21:37

I know how you feel!

We had a similar (but not quite as bad) experience a short while ago.

We gave the existing company every chance to put things right but eventually made the move to a more professional and organised company.

I have sought their advice on this and they say

"Work out what you owe them yourself. Take the last invoice from them, and compare that with current readings.  If it comes to £800, then try and negotiate a short settlement e.g. £500 to pay it in 1 go.

The machines we provide automatically feed back to us the actual quarterly meter readings ensuring the billing that occurs is 100% accurate and bang on time.

I would be delighted to speak with them to help them with their issues"

I can definitely recommend Print Logic so please contact Paul Edwards

[email protected]

0800 458 4136 / 07900 888 148


Best of luck

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By Jimess
16th Mar 2012 09:32

Thank you for all your postings.  I am still working it through with the current company and will see what come out of that.  Will keep all your recommendations in mind.

Kind regards


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