Analysis of 597 MFP Maintenance and Counter Fee Inquiries Reveals 70.2% Focus on Post-Adoption Costs

OFFICE110, operated by Bell Technos Co., Ltd., analyzed 851 new inquiry logs related to multi-function printers (MFPs/copiers) received between December 7, 2022, and February 28, 2026, to investigate trends in inquiries concerning maintenance and counter fees.

The results showed that inquiries regarding "maintenance and counter fees" totaled 597 cases, accounting for 70.2% of the total. This indicates a high demand to confirm not only the hardware price and monthly lease fees but also the ongoing "costs to continue using" post-adoption, such as maintenance contracts, counter fees, toner costs, and breakdown response.

This survey aims to clarify conditions like maintenance contracts, counter fees, toner costs, and breakdown response, which are difficult for SME personnel to judge when adopting MFPs, thereby preventing perception gaps after contracting and cost disparities post-adoption.

■ Background of the Survey

When adopting an MFP (copier), hardware prices and monthly lease fees tend to be the center of comparison; however, ongoing operational costs significantly impact the total amount.

Among these, counter fees, toner costs, parts replacement, on-site repairs, the presence of minimum fees, and the availability of maintenance for used MFPs are items where cost differences easily arise depending on contract details and usage. Actual inquiry records showed confirmations from the pre-adoption comparison stage, such as "What is included in the counter fee?", "Can a maintenance contract be attached even to a used MFP?", and "How much does the unit price change between black-and-white and color printing?"

Given this background, OFFICE110 investigated trends regarding "maintenance and counter fees" when adopting MFPs, based on new inquiry logs received from December 7, 2022, to February 28, 2026.

■ Survey Result 1

As a result of the analysis, 597 inquiries concerning MFP maintenance and counter fees were confirmed, accounting for 70.2% of the total.

This result demonstrates that matters to be confirmed regarding maintenance and counter fees are not isolated, exceptional cases, but occur continuously as a primary consideration topic when adopting MFPs.

■ Survey Result 2

When classifying the inquiry contents, among the concerns regarding maintenance and counters, the most frequent was confirmation of whether a maintenance contract could be attached to a used MFP.

The specific breakdown is as follows:

- Anxiety over whether a maintenance contract can be attached to a used MFP
- Anxiety over what is included in maintenance contracts and counter fees
- Anxiety over the difference between leasing/purchasing and maintenance costs
- Anxiety over selecting models/fees that match monthly print volumes

From these results, it is clear that anxieties when adopting MFPs are concentrated not merely on comparing hardware prices, but on the operational aspect of whether the machine can be used continuously with peace of mind after adoption.

Used MFPs, in particular, while making it easier to keep initial costs low, may have differing maintenance contract availability and conditions depending on the model, age, parts supply status, and service area. Therefore, it is necessary not to judge by price alone but to verify details up to the existence of a maintenance contract and the content of counter fees.

■ Implications from the Survey Results

The survey revealed that inquiries regarding maintenance and counter fees are crucial confirmation items affecting cost decisions when adopting an MFP.

Maintenance and counter fees cannot be judged simply by whether they are "cheap or expensive." The total post-adoption cost can change depending on multiple conditions, such as monthly print volume, B&W/color ratio, handling of toner costs, scope of repair response, presence of minimum fees, and maintenance availability for used MFPs.

Therefore, when adopting an MFP, it is important to compare the total amount, including the maintenance scope and counter fees, not just the hardware price and monthly lease fee. Sharing print volumes and operational conditions from the estimate stage makes it easier to prevent post-contract perception gaps and post-adoption cost disparities.

■ Supervisor Comment

Kazuhiro Chijinami, Sales Manager, Bell Technos Co., Ltd.

While comparing prices and functions tends to take precedence in adopting MFPs, in actual operation, "whether it can be used continuously with peace of mind post-adoption" becomes a crucial determining factor.

Maintenance and counter fees are not just expenses incurred monthly; they are factors that change the total amount depending on contract details, including toner costs, parts replacement, on-site repairs, minimum fees, and service areas. For used MFPs, maintenance contract availability and conditions can change depending on the model, age, and parts supply status.

The purpose behind publishing this survey data is to convey the importance of comparing total operational costs post-adoption, rather than making decisions based solely on hardware prices. The industry as a whole is required to present maintenance conditions and counter fee breakdowns clearly and provide highly transparent estimates.