To report a fault on a print device, application or software product, please visit the dedicated client services area.
If you have any issues logging your fault, please contact us via phone or email between the hours 8:30am and 5:30pm, Monday to Friday.
Once you have reported the fault, our support team will gather all necessary information from you.
The following information will be required:
- Serial Number and/or Company Name and/or Post Code
- Contact Name
- Contact Telephone Number
- Contact Email Address
- Detailed Description of Fault
We then enter this into our service management software and issue you with a call reference number. You will also receive an email notification confirming the call details.
The reference number is used throughout the case until the fault is resolved.
Should you need to speak to our team regarding an update, please quote this unique case reference so that we are able to assist you.
The call will be subject to call vetting, so depending on the reported problem you may receive a call from one of the vetting team engineers, this is intended to try and minimise any downtime on your device.
In the event that you do not receive a call from the vetting team, a technician will contact you to notify you that they have been assigned to your fault and their anticipated arrival time.
In the event that a part is required and is not carried by our engineer, a new call will be logged for a return visit and you will be contacted by our Support team to inform you of the date and time for the return visit.
When the call is complete, you will receive an email confirming the call closure details.