1. What is your diagnostic or call-out fee, and how does it factor into the final repair cost?  

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We charge a flat rate of $149.00 + HST for on-site diagnostics and repair excluding any parts that may be required. This is the minimum charge that would be due for an on-site visit. In the event a return visit is required due to having to order parts we do not charge the customer to return again the only additional cost would be for the parts.

 

2. Do you offer on-site repair services, or must I bring the equipment to your location?

All of our work is performed on-site at the customer's location, we do not offer in-shop service.

 

3. How quickly can you dispatch a technician for an urgent repair, and what are your typical repair turnaround times?

The same business day if a request for service is placed early enough in the day otherwise the next business day. Most service issues are resolved on the first visit.
 

4. Do you provide a warranty or guarantee on the parts and labor for your repairs?

Yes - 30 Days on Labour and 90 Days on Parts.
 

5. Can you provide a loaner or temporary replacement machine while mine is being repaired?

Only if the customer has a service contract in place, we do not provide loaners for per incident service customers.

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6. Do you offer service contracts or managed print services (MPS) that cover routine maintenance, supplies, and repairs?

Yes. Please inquire for details.
 

7. Which specific printer brands and models are you certified to service and support?

We have PDI+ certification which is a non-vendor specific certification validating our competency in the repair and maintenance of printers and multi-function printing devices in general. We service most makes and models of laser printing products including Brother, Canon, HP, Lexmark and Xerox. We do not service ink jet printers with the exception that we do service wide format ink jet plotters and select model Brother INKvestment Tank printers.
 

8. How does your preventative maintenance service extend the lifespan of my equipment and reduce future breakdowns?

All mechanical devices require routine maintenance to ensure the longest potential life span of the product. As an added-value we offer free on-site emergency repair and general maintenance services, excluding parts, to customers who are purchasing their toner exclusively from us.
 

9. What level of technical support do you provide for connectivity or driver issues after the repair is complete?

Upon completion of an on-site repair we confirm that the printer is able to connect to a network or work station and is able to receive and complete print jobs.  If issues exist with network hardware i.e. ports, cabling, switches, routers and the like, network operating system software, network set-up or configuration, computer operating system software or application software we can recommend an  IT professional who can provide technical support and assistance in that regard.
 

10. How do I determine if my old printer/copier is worth repairing, or if I should purchase a replacement from you?

We will provide our honest professional opinion taking into consideration the age and page count of the printer as well as the estimated cost to repair. General rule of thumb is that as the cost to repair approaches or exceeds half the value of the printer and/or the printer has reached or surpassed its suggested life span we will typically recommend replacing the device. If the customer has had us come to site to perform a repair that they decide not to proceed with and subsequently decide to purchase a new replacement product from us we will provide the value of the service call in delivery and installation services of a new printer.

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