What Is the Printer Service Process Like for Our Customers?
Key Questions:
- How does the printer repair process work?
- What responsibilities do customers have in the process?
- What benefits does ManagedPrint’s service plan offer?
Printer issues can disrupt your business, but with ManagedPrint, the repair process is straightforward and efficient. Our service programs are designed to fit your specific needs, ensuring minimal downtime and hassle-free maintenance. Here’s what you can expect from our printer service process.
Service Programs Overview
At ManagedPrint, we offer various programs tailored to your needs, such as the Total Laser Care or Managed Cartridge program. These programs focus on reducing costs, managing fleets, and providing comprehensive repair services.
Key Benefits:
- Onsite Service: No need to box and ship your printers. We come to you.
- Next Business Day Response: Quick and efficient service to minimize downtime.
- Nationwide Coverage: We service printers across the United States.
Customer Responsibilities
As a customer, your main responsibility is to purchase all toner, parts, repair kits, and maintenance kits from us. In return, we waive all labor charges. Here’s what you need to do:
- Use the Web Portal: Place and track all service calls and orders.
- Authorize Users: Set up authorized users in the portal to delegate order and service call placements.
- Approve Repairs: Give permission to order or install parts as needed.
Service Request Process
Placing a Service Request
You can place a service request through:
- Web Portal: The most convenient and efficient method.
- Phone: Call our 800 number.
- Email: Send us an email with your request details.
After Placing a Request
- Acknowledgment: We log your request and notify you that it’s being scheduled.
- Scheduling: Dispatchers schedule and send a service order to one of our technicians.
- Technician Visit: A technician arrives the next business day, usually within a two- to four-hour window.
Onsite Diagnosis and Repair
- Diagnosis: The technician diagnoses the issue.
- Approval for Parts: If parts are needed, the technician will provide a quote and seek approval before proceeding.
- Installation: Approved parts are ordered and installed. You can track the shipment and schedule follow-up visits if necessary.
Post-Repair Process
- Sign-Off: Once the repair is complete, you sign off on the work order.
- Billing: The order is sent back to the dispatch team, where we close the ticket and bill you for the parts.
Comprehensive Service Plan Coverage
Our service plans cover a wide range of components and issues, including:
- Paper Trays
- Main Boards
- Power Supplies
- Printer Jams
For larger enterprise customers, we implement a “go forward” strategy. This means we follow pre-approved benchmarks for repairing or replacing devices, streamlining the process and reducing the need for frequent IT team approvals.
In Case We Can’t Fix Your Printer
In rare instances where we cannot repair a printer, we offer replacement solutions. This ensures that your operations continue smoothly with minimal interruption.
Conclusion: Reliable Printer Service with ManagedPrint
ManagedPrint is dedicated to managing your print fleet efficiently and effectively. We support most major brands, including Xerox, HP, Canon, and more. Our goal is to keep your printer service burden low and your devices running smoothly.
Ready to simplify your printer maintenance? Contact ManagedPrint today to learn more about our comprehensive service plans.
