We can assure you that we don’t just sell you a machine and then leave you to get on with it. What we provide is a great package of support that initially is an “online” service that will strive to sort out your issues or problems without a fuss. In return we appreciate it if our customers take a moment or two to clearly identify the issue of concern and if the opportunity exists to speak to one of their members who may have a little more or a lot more technical understanding, this allows us to get right to the point in question and help without delay. We also provide a range of information, technical manuals and useful tips on this site that could answer your question without the need to contact us, however, we are always willing to help and will do so efficiently. When contacting us please let us have the name of your organisation, where you are from and the serial number of your machine – thanks.
Our machines come with a 3 year or 40,000 deal warranty; this covers parts and labour on a return to base basis. We currently have Service Centres in the USA, Canada, Poland, China, England and Australia and from May 2012 we will open a service in Belgium for France, The Netherlands and Belgium and more centre’s are being investigated for the future, as our users base extends. Our warranty covers problems associated with normal use of our machines but does not include items of damage caused by misuse, for instance broken USB connections which result from plugs being inserted with force or the wrong way up. We also expect machines to be kept in a clean condition, which is a simple and speedy operation, especially when done often, details of this is given in the Maintenance, Adjustment and Cleaning Manual.
The above information might give the impression that our machines need an effective Support Service, which is not the case but it is available on the odd occasion that you may need it. Our problem is finding people to operate our Support and Maintenance Services, simply because they are very seldom needed, so please share a thought for under-worked technicians, who have little to do, other than to play Bridge, whilst waiting for your machine to go wrong – bless ‘em!
If you encounter a problem, the first course of action is to email us with a brief description of the problem, the name of your organisation and the serial number of your machine to: firstname.lastname@example.org and we will get on the case just as soon as we wake up – promise!