SUPPORT

All our engineers are trained by the manufacturer. Each engineer attends manufacturers recognised training courses, junior engineers are college trained, our senior engineers all have in excess of 10 years experience.

We only use genuine consumables. Compatible toners cause laser print engine contamination, this results in poor copy quality, dirty machines and a dirty environment, which is a health risk.

All our business is based within 25 miles of Crawley. We know of local supplier's that maintain equipment in the Midlands, should your urgent call require the services of an engineer who is in Birmingham or a part currently being carried on this engineers car how long will it take for him to drive to you? Also if you are in Birmingham and you place a call how long will it take for an engineer to arrive, 4 hours on a good day, and that's if he can respond immediately.

The products that we sell are chosen for their technical merits. For instance we would recommend a Samsung multifunction over a Brother machine due to their ease of maintenance, to clear a printer jam in the Brother it will take an experienced engineer at least an hour the Samsung can be cleared in 5 minutes when labour rates cost £66.00 per hour this is a large saving.

We do not offer "No fix, no fee" gimmicks what we will do is attend your site at a rate of £40 Callout (includes 30 minutes labour) additional labour charged at £33.00 per half Hour if we feel that the repair is uneconomic we will assess & quote for the repair, you can then decide whether it is economical to repair a machine. We will offer advice on what alternative's (new & refurbished) that we would recommend. We will then credit this against a replacement should you wish to purchase a new machine from ourselves. See this case history

Priority callout We choose to prioritise our calls, if your call relates to a PM (Preventative Maintenance) light showing, we will book a call at a convenient time to you (when the machine is used the least) so as to reduce disruption.

Machine out of action If the call relates to a breakdown (machine out of action) during an important job we will endeavour to respond ASAP. Our current fastest response time is 15 minutes.

4 hour call out we do not offer unrealisable guaranteed call out response times, most suppliers that do, have to use very junior trainee engineers as a first response. The engineer who arrives at the initial call will generally be the engineer who completes it.

Telephone Support is FOC as long as the call remains under 5 minutes, if a call exceeds 5 minutes then the customer will be given the choice of proceeding with the call and being charged £20 per half hour or the customer will be given the opportunity to book a service visit. Alternatively you can take out a support package.

Maintenance agreements can be arranged from 0.5p per copy, this includes unlimited telephone support

Time and Materials Call are charged at £40 Callout (includes 30 minutes labour) additional labour charged at £35.00 per half Hour, workshop labour is still charged at £45.00 per hour.

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