The technician has been out four times this quarter. Each visit fixes the problem for a few days, then the same error returns. You need a copier that works, not more repair visits. You need a replacement.
Getting a dealer to replace a leased copier is not easy, because it costs them money. But it is possible if you approach it correctly and leverage the right pressure points.
When You Have Grounds to Demand a Replacement
Dealers are obligated to maintain the copier in working condition under your service agreement. When repairs consistently fail to restore reliable operation, the dealer has not met that obligation. Generally, you have strong grounds for a replacement when the same issue has required 3 or more repairs without resolution, the copier has been non-functional for 15 or more cumulative business days in a 12-month period, the copier consistently fails to meet the specifications stated in the lease (print speed, quality, capacity), or a critical component has failed that the dealer cannot source parts for within a reasonable timeframe.
The Replacement Request Process
Do not ask your sales rep. Go directly to the dealer’s service manager with a formal written request. Include your complete service history with dates and descriptions, total downtime in business days, the specific recurring issues that have not been resolved, and a clear statement: “I am requesting a replacement unit of equal or greater specifications to be installed within 14 business days.”
The 14-day timeframe is important. It shows you are serious but reasonable. Shorter demands (like “replace it today”) get dismissed as unrealistic. Longer timelines give the dealer room to delay indefinitely.
What Replacement Means (and What It Costs You)
A replacement under your existing lease should not change your monthly payment or lease terms. The dealer swaps the machine, the leasing company updates the equipment serial number on the lease, and everything else stays the same. You should not pay for delivery, installation, or removal of the old machine. These are the dealer’s costs for failing to maintain the original equipment.
Some dealers will try to use the replacement as an opportunity to upsell you to a new lease. Be cautious. If you sign a new lease for the replacement, you are starting a new contract with a new term, potentially at a higher payment. A replacement under your existing lease keeps your original terms intact.
Escalation Path If the Dealer Refuses
If the dealer refuses your replacement request, escalate in this order. First, contact the copier manufacturer’s customer escalation department with your documentation. Second, file a complaint with your state’s Attorney General consumer protection division. Third, send a formal demand letter from a business attorney referencing the service agreement obligations and UCC warranty protections. Fourth, if your service agreement includes an arbitration clause, file for arbitration.
Most disputes resolve at step one or two. Dealers rarely want manufacturer involvement in a customer complaint, and a formal complaint from the Attorney General’s office signals that you are serious about pursuing your rights.
What Most Guides Miss: The Refurbished vs. New Question
When a dealer agrees to a replacement, they will almost certainly offer a refurbished unit rather than a brand-new machine. This is standard practice and generally acceptable, as long as the refurbished unit meets the same specifications as your original equipment.
However, insist on a refurbished unit that has been through the manufacturer’s certified refurbishment process, not one that the dealer’s technician wiped down and reset. Manufacturer-certified refurbished copiers include replacement of wear components, calibration to factory specifications, and a warranty on the refurbished unit. A dealer-refurbished unit may just be another customer’s problem machine that got a quick cleanup. Ask for the refurbishment certification documentation before accepting the replacement. For more on dealing with broken copiers, see our copier breakdown guide, and learn about your legal options at our copier lemon law guide.
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