Print vendors, in particular, have proven themselves as an everpresent thorn in the sides of MSPs everywhere.
Despite many recent advancements in software and hardware, dealing with print vendors is more painful than ever.
Print vendors are notorious for providing unreliable service and support to their clients, leaving messes for MSPs to clean up. Plus, print vendors often sell services that compete with managed service providers and will attempt to poach their clients during QBRs.
Print Partner serves as the preferred print vendor for hundreds of MSPs across the US and Canada. We know first-hand how much frustration MSPs harbor against print vendors, which is why we’ve made it our mission to provide an alternative to the dysfunctional relationship MSPs and print vendors have historically had.
In this article, we’ll answer the question of whether print vendors in 2025 still suck to work with and how your MSP can curb the challenges that are caused by lackluster print service plaguing your clients.
Managed service providers harbor strong resentments toward print vendors, and rightfully so. We’ll review some of the main reasons why.
There’s a good reason your support team grits their teeth when the client calls them about an issue with the office copier.
Each printer and copier manufacturer operates within its own ecosystem, with proprietary drivers, unique protocols, and features that are not always compatible with their environments.
Consider this: When was the last time you tried to set up “scan to email” on a Kyocera? Sometimes, it works, but other times, it doesn't. The same goes for LDAP integration.
For MSPs managing diverse client environments, this fragmentation adds layers of unnecessary complexity for your front-line and field engineers. Even simple tasks like updating drivers or troubleshooting print queues can turn into time-consuming nightmares that can tarnish your brand
Your team has enough on its plate—it doesn’t need to juggle printers and copiers on top of everything else!
Many MSPs report that print services are a major pain point for them and their clients. Poor vendor support can derail even the most straightforward print-related issues, whether it’s slow response times, unhelpful troubleshooting steps, or opaque processes.
The unfortunate truth about managed print services (MPS) is that its vendors often focus on selling hardware and neglect the importance of device onboarding and post-sale support, leaving MSPs to pick up the slack. And because printers and copiers are intertwined with the rest of your client’s IT stack, your clients will often blame the MSP for lackluster print support.
It isn’t fair, but that’s the way it is. An unreliable print vendor can cause irreparable damage to your MSP’s reputation, which is one of the many reasons why your MSP should never ignore your client’s print vendors. Partner with a vendor you trust to take care of your clients and make your MSP look good while they do so!
Despite technological advances, many businesses continue to rely on aging print infrastructures. Supporting these legacy systems is often a thankless task, forcing square blocks into round holes - systems so incompatible with modern technology that any glitch can result in hours of messes to clean up. HP Laserjet III, anyone?
Drivers for older models may not be compatible with modern operating systems, and firmware updates can be nonexistent. This puts MSPs in a bind, as they often bear the burden of cohesion. Their clients expect their MSPs to try to bridge the gap between outdated hardware and contemporary IT environments.
Pair that with a client’s resistance to modernizing equipment, (if it ain’t broke, why fix or replace it?), and you can quickly see how profit margins on help desk services erode.
Avoid this rabbit hole at all costs, and partner with a print vendor that keeps your clients up-to-date on the latest printer and copier equipment. Stop letting your clients coast on decades-old technology!
If your client has multiple locations with different systems at each site, your problems supporting these devices will be exponentially compounded.
If you find a partner who embraces standardization and considers a five-year roadmap, your help desk tickets for print will go down significantly.
Printers have earned a reputation for being finicky, and users—even if they are tech-savvy—often exacerbate the problem.
Miscommunication (or total lack of communication) between MPS providers, clients, and MSPs can lead to incorrect setups, misdiagnosed issues, and hours of wasted time. MSPs are frequently called upon to troubleshoot problems that stem from user error rather than technical failures.
Users often fail to understand that MSPs are not well-versed in every Xerox and Canon model on the market. Their managed print services provider should be on top of support tickets when needed, which they often are not.
Once the basics are covered, an MSP’s help desk should be off the hook: Delete or add the print device, troubleshoot for up to fifteen minutes, and if the basics don’t fix the issue, hand the problem over to the print vendor to resolve. After all, it’s their equipment to manage, not yours.
Work with a print vendor responsive to your mutual clients' needs. Double-check that you have the correct phone numbers and email addresses for key contacts at the vendor’s company to know exactly who to contact when print issues arise.
Keep copies of their agreements, so you always know which equipment is supported by the MPS vendor supports and which devices are not.
It’s not all doom and gloom in the world of managed print services. In some ways, print vendors are becoming easier to collaborate with. Here are some of the main ways they’ve improved over the years.
The introduction of Windows 11 has been a game-changer for MSPs. Microsoft has streamlined driver support, making it easier to manage printers across diverse environments.
Universal print drivers and cloud-based printing solutions have reduced the headache of finding and installing specific drivers for every printer model.
For your clients that use Windows 11, you’ve likely experienced its benefits first-hand. If your clients are still using Windows 10 or an even older version, consider talking them into upgrading to make everyone’s job easier.
While there’s still a long way to go, many print vendors are improving their game.
Some vendors (like Print Partner) are building dedicated MSP programs to foster collaboration and address specific pain points. The pain print vendors inflict on MSPs is evident, leading some to start catering to them, treating them as partners rather than competitors.
You can learn more about our program here.
Despite the many challenges print vendors create for MSPs, here are some ways you can curb the most common problems they create:
The print industry is slowly but surely adapting to the realities of modern IT. Cloud-based printing, improved interoperability, and vendor collaboration pave the way for a more streamlined future. However, MSPs must remain vigilant and proactive to overcome persisting challenges.
To stay ahead of the competition, consider working with Print Partner. We are the only managed print services provider that is wholly aligned with the needs of the MSP community. Our approach to support is simple - we collaborate with your MSP when needed. Should a client call you with a print issue that can’t be resolved over the phone, you can quickly transfer them to us, and we’ll handle the rest.
We ensure your clients have the latest technology standardized across their entire fleet. We are proud partners with Xerox and HP and will supply your clients with the best equipment on the market.
Plus, we’ll pay you for each referral sent our way! For each deal we close, we’ll pay the person who registers the opportunity at least $500 for the introduction and an additional $250 per $25K in revenue the deal brings us. For the MSP, we’ll pay $1,000 per 11x17 MFP sold, $100 per printer sold, and 5% recurring revenue on the client’s print allotment. And we’ll provide exceptional client service while we’re at it.
So consider partnering with us, a Print Partner you can trust.