Frequently asked questions
FAQ
Answers to the questions we hear most often — about buying, service, materials and training.
Questions
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Send the manufacturer, exact model, serial number and part code, if known. If you do not have the code, include photographs of the part and a description of the fault. Once identified, we check compatibility, price, estimated lead time and whether specialist installation is needed. Availability is confirmed for the specific part, not the model as a whole.
We assess this for the specific model and fault. Provide the manufacturer, model, serial number, inks or materials used and fault symptoms. We check the required documentation, diagnostic options and parts supply. We confirm whether we can undertake the work before arranging a visit or ordering parts.
We confirm timing after registering and assessing the case. It depends on the impact on production, service agreement, equipment location and specialist availability. Include the model, serial number, error message and steps already taken. Where possible, we begin with remote diagnostics; an initial response does not mean a visit or repair has been completed.
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