With increasing demands being placed on all office equipment, the need to have a comprehensive service back-up is of paramount importance. If businesses are to stay ahead of the game, productivity and efficiency has to be maintained at optimum levels. More and more corporate companies in the city of London are signing up to our Maintenance Contract. They all benefit by receiving a fast, professional and efficient service which keeps any ‘down time’ to a minimum and gets the user up and running in no time at all. Although our core business for maintenance is located in London, we have contract engineers UK wide to look after clients outside the London area. Our Maintenance Contract features the following commitments from us, as standard: - To Cover All Parts and Labour.
- Guaranteed Response Call-Out Time - 8 hours.
- Loan Machine Policy.
- 30 Day Trial.
- Pre-contract Engineer Inspection/Service.
- Engineers Consultation.
- Service Call Reporting.
- Fault Reporting.
Parts and Labour:Full repair work will be carried out, on-site, for all faults. Parts and labour will not be chargeable. Parts which are considered ‘consumable’ are not covered. These include toner cartridges, fuser units and input trays. Call Out Response Times:The average response time is currently tracking at 4-5 hours and means our customers can get printing again, on the same day a fault occurs. We can book service calls instantly with our engineers and as they are always operating in the city on a daily basis, we can have your printer attended in double quick time. The record stands at 10 minutes, from receiving the fault report call from the customer, to the engineer calling in to carry out the repair. Loan Machine Policy:In the event a printer/fax needs extra parts and cannot be repaired during the engineer’s visit, a loan machine will be supplied within 48 hours. 30 Day Trial:Before your contract commences, you are given a 30 trial. This allows you to ‘try us out’ for this period and see us in action. It also allows you to get to know us as a service provider and to assess our performance and efficiency. Pre-Contract Engineer Inspection/Service:Prior to the start of your contract, our engineers will visit you and carry out an inspection. They will also give any printer a free of charge overhaul, as required, replacing any parts which look like they are ‘on their last legs’. This is a major benefit as it is a preventative exercise and designed to minimise downtime in your offices. Engineers Consultation:Our engineers will not just fix the fault and leave. They will explain the fault and the possible causes. A full consultation is offered to your company’s contact and the printers’ users. Service Call Reporting:All service call reports are e-mailed to the customer. This will enable the customer to have a detailed log of the work that has been carried out and build up a ‘service calls’ file for the various printers in the workplace. Fault Reporting:Many of our customers have stated the process of reporting a fault with the manufacturer is a time consuming and frustrating business. We are able to process your call quickly and assign an engineer immediately. The above points are our standard levels of service. We provide optimum levels of customer service at all times and are keen to develop good working relations with our customers. We strive to impress all those who trade with us and once trading commences, we make sure we keep our customers for life. |
