Office Equipment and Printer FAQs

1. What is your diagnostic or call-out fee, and what are your payment requirements?

 

For Preferred Customers who have purchased their printer or are purchasing their printer supplies from us our on-site flat rate diagnostics and repair service is $149.00 + HST, excluding any required parts.

 

For all other customers, the flat-rate charge is $199.00 + HST.

 

This is the minimum charge for an on-site visit. If a return visit is necessary because parts need to be ordered, there is no additional labour charge for the second visit; the only additional cost would be for the parts themselves.

 

Please call for a quote for plotter repair services.

 

Our flat-rate service fee applies to on-site service performed within the Greater Halifax Regional Municipality (HRM). Service requests outside the HRM may incur additional travel charges. Please contact us for a quote for service outside the HRM.

 

Customers without an established account in good standing are required to provide a valid Visa or MasterCard prior to the dispatch of a technician. The card will be pre-authorized for the flat-rate service charge.

 

Pre-authorization is not a charge. No funds are transferred or processed at the time of booking. It simply verifies that the card is valid and that sufficient funds are available. No payment is processed until the repair has been completed and an invoice has been issued.

 

Service appointments for customers who do not have an established account in good standing cannot be confirmed without this authorization.

 

Ask how you can receive our services at no labour charge when you purchase your printers and supplies from us.

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2. Do you offer on-site repair services?

 

Yes. All service work is performed on-site at the customer’s location, typically on the next business day whenever possible.

 

Please note: We do not offer in-shop service.

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3. Do you provide a warranty or guarantee on parts and labour?

 

Yes.

• 30 days on labour

• 90 days on parts ​
   

4. Do you offer service contracts or Managed Print Services (MPS)?

 

Yes. We offer flexible service and support arrangements designed around how your business actually uses its equipment without complicated enterprise-style service contracts or restrictive cost-per-copy programs.

 

For customers participating in our supply-supported service program, ongoing technical support, proactive maintenance assistance, and enhanced on-site service coverage are provided when original manufacturer toner and consumable supplies are purchased through us.

 

We also offer standalone time-and-material service for businesses that prefer to manage supplies independently.

 

Please contact us for details about the support options available for your equipment and printing environment.

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5. How does routine maintenance extend the lifespan of my equipment?

 

Like any mechanical equipment, printers require routine inspection and maintenance to maximize lifespan and maintain reliable operation.

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Our routine inspection and maintenance service focuses on the assemblies and components most commonly responsible for service issues and downtime, including:

• Document feed systems

• Paper feed systems

• Optical scanning systems

• Image formation systems

• Fusing systems

 

These areas experience the greatest wear and are frequently the source of jams, misfeeds, image quality issues, and unexpected failures.

 

By regularly inspecting and servicing these components, we can identify developing problems early and address them proactively before they result in malfunctions or unplanned downtime.

 

This preventative approach improves day-to-day reliability and extends the overall service life of your equipment.

 

As an added value, customers who purchase their toner exclusively from us receive free on-site emergency repair and general maintenance services (excluding parts), helping minimize disruptions and control long-term service costs.

 

6. Which printer brands and models do you service?

 

We hold PDI+ certification, a non-vendor-specific certification validating our competency in the repair and maintenance of printers and multi-function printing devices.

 

We service most major brand makes and models of laser printing products, including:

• Brother

• Canon

• HP

• Lexmark

• Xerox

 

We do not service inkjet printers, with the exception of:

• Wide-format inkjet plotters

• Select Brother INKvestment Tank models

 

7. Should I repair or replace my printer?

 

We provide an honest professional recommendation after considering:

• The printer’s age

• Page count

• Estimated cost of repair

 

As a general rule of thumb, when the cost of repair approaches or exceeds 50% of the printer’s value, and/or the printer has reached or surpassed its recommended service life, we typically recommend replacement rather than repair.

 

If a customer has requested an on-site service visit but chooses not to proceed with the repair and instead purchases a replacement printer from us, the value of the original service call will be applied toward delivery and installation services for the new device.

 

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Printer Maintenance & Repair - Scope of Services

 

We specialize exclusively in maintaining and repairing office printer hardware. Our focus is simple: keeping your printers operating reliably, efficiently, and with minimal downtime.

 

Rather than functioning as a full managed IT provider, we concentrate specifically on the mechanical and electronic systems inside the printer itself. This specialized approach allows us to deliver faster response times, expert service, and more affordable support for small businesses.

What’s Included

 

Our printer maintenance and repair services may include:

• Printer setup, installation, and basic configuration

• Routine servicing, preventative maintenance, inspections, and firmware updates

• On-site emergency repairs for mechanical or electronic component failures

• Replacement of parts as required

 

After any installation, maintenance, or repair, our technicians verify that the printer can perform its intended core functions which depending on the repair performed may include; printing, copying, scanning, and faxing using the printer’s built-in controls and diagnostics.

Our Area of Specialization

 

We believe businesses are best served when printer support and IT support are handled by specialists in their respective fields.

 

Our expertise is office imaging equipment. The physical printer hardware itself. By focusing exclusively on printers, we can provide highly effective and cost-efficient service without the overhead of broad, all-inclusive IT contracts.

 

Small businesses often do not require full-time IT support, but they do need fast, knowledgeable service when a printer stops working. That is exactly the service we provide.

 

IT & Network Services

 

Because our focus is printer hardware, broader IT infrastructure and network management remain the responsibility of the customer or their IT provider.

 

These areas may include:

• Network setup, configuration, and security

• Router or switch configuration and management

• Cybersecurity services or monitoring

• Server, workstation, or operating system support

• Print server management

• Ongoing printer driver administration and advanced configuration

 

Printer Drivers & Workstations

 

During the initial installation only, our technicians may install a printer driver on a customer workstation, where administrative access is available, solely for the purpose of verifying basic printer functionality, such as printing a test page or scanning a document.

 

After this initial verification, printer drivers, computers, servers, permissions, software integrations, updates, and related cybersecurity considerations are considered part of the customer’s IT environment and should be managed by the customer’s IT support provider.

 

Troubleshooting & IT-Related Issues

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If a printing-related issue occurs, we will make reasonable efforts to determine whether the problem originates from the printer hardware or from the surrounding IT environment.

 

Where the issue is determined to involve the customer’s network, server, workstation, cloud platform, software, or other IT infrastructure, we will communicate our findings and recommend appropriate IT support where necessary.

 

If requested, we are happy to recommend a third-party IT or network service provider. Any such engagement is arranged directly between the customer and the provider and is at the customer’s expense.

 

In Simple Terms

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We repair and maintain printers.

 

Our technicians service the mechanical and electronic components inside the printer itself. We do not provide ongoing IT management, computer repair, cybersecurity services, or network administration.

 

That specialization is intentional. By focusing exclusively on office imaging equipment, we provide better, faster, and more affordable printer support while allowing IT professionals to manage the broader technology environment they are trained to support.

 

Unless otherwise agreed to in writing, printer repair and maintenance services apply only to the printer hardware itself and do not include computers, operating systems, servers, networks, cloud services, software environments, or other IT infrastructure.

 

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Basic Business Printer Installation & Deployment Overview

 

This section is intended to help customers understand what is included in a basic business printer installation and to help identify any additional technical or environment-specific requirements that may need to be planned for in advance.

 

For clarity, “Basic Installation & Deployment” refers only to the services specifically identified under “Included in Basic Installation & Deployment.”

 

Most business printer installations are straightforward and require only basic deployment services. However, some business environments, network configurations, security settings, software systems, cloud services, or workflow requirements may require additional configuration, coordination, or technical support beyond the scope of a basic installation.

 

The purpose of this overview is not to suggest that all additional services will apply to every customer. Rather, it is intended to help customers consider any technical, workflow, deployment, or connectivity requirements that may need to be planned for in advance in order to help ensure a smooth installation experience and avoid unexpected delays or complications during deployment.

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Included in Basic Installation & Deployment

 

A basic installation and setup typically includes:

• Delivery of equipment to the installation location

• Physical setup of the printer or multifunction device

• Connection to an existing functional network

• Basic OEM driver installation on one workstation, where reasonably accessible, including basic print and scan operational verification where applicable

• Installation of any required firmware updates and confirmation that the device is functioning properly at the time of installation

• Brief end-user familiarization with routine device operation, including paper loading, toner replacement, access doors, basic jam-clearing procedures, and routine end-user maintenance functions

Additional Technical & Environment Requirements

 

Every business environment is different. Some customers may require additional configuration, deployment, troubleshooting, software integration, mobile device setup, scanning workflows, cloud integration, user setup, or other technical services beyond the scope of a basic installation.

Where additional setup or configuration is required beyond the services specifically included above, the involvement of IT personnel may be necessary.

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In many cases, these requirements relate more to the customer’s existing IT environment, network infrastructure, software systems, security policies, or internal workflows than to the printer installation itself.

 

Customers may choose to:

• utilize their existing internal IT personnel or service provider

• engage a third-party IT provider of their choosing

• or request a recommendation for a local IT provider

 

Where appropriate, The Fax & Printer Guy Inc. may assist with basic coordination during installation; however, advanced technical or IT-related services are outside the scope of a basic printer installation unless separately arranged.

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In some cases, customers may request advanced device configuration or user-access management features such as color restrictions, function locks, secure print settings, user authentication, departmental access controls, scan destination setup, or similar workflow and security-related configurations. Depending on the customer environment and operational requirements, these types of configurations may require additional setup time, coordination, or IT involvement beyond the scope of a basic installation.

 

Examples of additional technical or deployment requirements that may require separate coordination or assistance include:

• advanced network or server configuration

• Microsoft 365, email, or cloud platform integration

• scan-to-email or advanced scan workflow configuration

• deployment across multiple computers or user devices

• mobile and personal device printing configuration (including phones, tablets, AirPrint, Mopria, and BYOD environments)

• firewall, VPN, wireless, or network troubleshooting

• Active Directory integration

• third-party software configuration or support

• device-specific workflow, security, user-access, or function-control configuration

• end-user training or onboarding assistance

• after-hours installation or deployment services

• relocation or reinstallation of equipment

 

The purpose of this overview is simply to help identify and plan for any additional technical requirements in advance so that installation and deployment can proceed as smoothly as possible.