| How can I buy Service for my
Graphtec printer? |
Call your Source Graphics Account Manager and ask to purchase a On site Service Agreement. You can validate your agreement
on-line, by mail or by fax. For additional information
contact us at 800-791-9042.
|
| What response time can I expect when I
need service on a
Graphtec covered by a Service Agreement? |
Next day response is standard for most North American customers. Response
times are determined by the distance of the customer's
location from the nearest service location (0
- 75 miles/0 - 21 Km = next business day; 76 -
150 miles/122 - 241 Km = second business day;
151+ miles/242 Km = third business day).
|
| Why
do I need coverage for my Graphtec? |
- To protect your hardware investment.
- Least expensive service option over life of scanner.
- Security: the peace of mind of not having any
unexpected repair costs.
- It is far more complicated (and
expensive) to repair large format color scanner than desktop models.
|
| Why should I buy a Service Agreement at
the time I purchase my new scanner rather than
wait until my warranty ends? |
- Advance purchase saves money — 10% to 15% depending
on the model type.
- “New scanner” agreement pricing is available
for a limited time only.
- If you forget to purchase a
Service Agreement before your current coverage
expires, an unexpected, expensive, and inconvenient
“time and material” repair might be necessary.
|
| Is there an advantage to purchasing a multi-year
agreement? |
- SAVINGS — up to 20% annualized!
- Protection against future price increases.
- Eliminates the administrative hassle — and “need
to remember” — of renewing.
- Long-term insurance against
the unexpected.
|
| Are there any restrictions on when, during
the scanners life, I can purchase service? |
Yes. If the scanner is not under an original product warranty or covered
by a Service Agreement, it must be in good working
order prior to being covered by a Service Agreement.
That’s why it’s important to buy an agreement at
the time of product purchase rather than waiting
for failure.
If
however, you don’t have a service agreement and
the scanner is in need of service, we can still
assist you, since we serve many clients who are
out of warranty and need maintenance on their printer.
|
Who actually services the scanner? |
Source
Graphics service technicians
service your
Graphtec.
They are factory certified and trained
by
Graphtec
in Maryland to repair and maintain such systems.
|
| If I don’t have a contract how can I get
service? What is the cost? |
| If
you do not have a Source Graphics Service Agreement
you will need a billable service call also known
as a time and materials call: This typically consists of
Labor: current rate/hr - 2 hour minimum
- Travel:
depending on zone.
- Parts: dependent on what part needs to be replaced.
- Response Time: best effort,
but always prioritized behind warranty and Service
Agreement customers.
|
| What is covered by my Service Agreement? |
- Covered — all parts, labor, and travel.
- Not Covered — routine user maintenance
(see operator manual), Customer Replaceable
Consumables (CRC’s), and customer abuse or blatant misuse. Service
Agreement Terms and Conditions can be reviewed
on our web site : Sourcegraphics.com/HP/service “Services”.
|
| How do I get service when I need it? |
Call
us at 800-791-9042 and ask to speak with a
Graphtec
tech support person.
Our specialists may be able to solve your
problem immediately over the phone and restore
you to full productivity. If not, they can dispatch
a
Graphtec certified technician, who will then call you to confirm an arrival time. Please note that phone tech support is available
to contract customers as a norm.
|
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Installation
and Training |
We
typically offer installation and training at time
of purchase for our customers.
From time to time however, corporate departments
might move their current scanners to new locations.
Should de-installation, move and re-installation
with training be required for such users, we offer
the needed service.
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