Office Equipment and Printer FAQs
1. What is your diagnostic or call-out fee, and what are your payment requirements?
We charge a Preferred Customer* flat rate of $149.00 + HST for on-site diagnostics and repair, 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.
A pre-authorization is not a charge and does not transfer funds or process payment at that time. 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.
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30 days on labour
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90 days on parts ​
4. Do you offer service contracts or Managed Print Services (MPS)?
Yes. We offer service contracts and Managed Printer Services (MPS) that can cover routine maintenance, supplies, and repairs. Please inquire for details or visit our Managed Printers page.
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5. How does routine maintenance extend the lifespan of my equipment?
All mechanical devices require routine inspection and maintenance to achieve maximum lifespan and ensure reliable, trouble-free operation.
Our routine maintenance service focuses on the components most commonly responsible for service issues and downtime, including:
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Document feeders
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Paper feed mechanisms
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Optical scanning components
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Fusing assemblies
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:
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Brother
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Canon
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HP
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Lexmark
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Xerox
We do not service inkjet printers, with the exception of:
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Wide-format inkjet plotters
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Select Brother INKvestment Tank models
7. Should I repair or replace my printer?
We provide an honest professional recommendation after considering:
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The printer’s age
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Page count
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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.
* Preferred Customer rates apply to customers who purchased the printer being serviced from The Fax & Printer Guy Inc., or who purchase their printer supplies from The Fax & Printer Guy Inc.
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Printer Maintenance & Repair - Printer-as-a-Service (PaaS) Scope of Services
As a printer service provider, our role is to keep your printer hardware running reliably and as intended. Our services focus exclusively on the physical printing device itself.
What’s Included
Our Printer as a Service includes:
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Deployment of selected printing equipment
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Set up, installation and configuration
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Routine servicing, preventative maintenance, inspection and updating of printer firmware
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On-Site Emergency repair for mechanical and electronic component failures
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Supply and replacement of parts as required or replacement of entire device if deemed necessary
After installation, repair, or maintenance, our technicians confirm that the printer can perform its intended core functions, including printing, copying, faxing and scanning, using the printer’s own controls and diagnostic features.
What is not included as part of Printer Repair and Maintenance Services
We are not an IT or network services provider.
Our services do not include:
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Network setup, configuration, or security
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Configuration or management of network routers or switches
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Cybersecurity services or monitoring
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Server, computer workstation, or operating system support
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Print server management
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Ongoing printer driver management
Printer Drivers & Computers
At the time of initial installation only, our technicians may install a printer driver on a customer workstation (unless workstation administrative accessibility is prohibited) for the limited purpose of confirming basic printer operation (for example, printing a test page or scanning a document).
Beyond this initial verification, printer drivers and computers are considered part of the customer’s IT environment. Installation in a server environment, advanced and ongoing driver configuration, troubleshooting, updates, permissions, integrations, and any cybersecurity-related considerations are the responsibility of the customer’s IT support provider.
Network or IT-Related Issues
If a printing issue is identified as originating from the customer’s network software or its hardware components, computers, servers, drivers, or other IT systems, responsibility for resolving that issue lies with the customer or their IT service provider. We will clearly communicate our findings to help your IT service provider address the issue efficiently.
Third-Party IT Support
If requested, we can recommend a third-party IT or network service provider. Any engagement with such providers is arranged directly by the customer and is at the customer’s expense.
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In Simple Terms
We fix printers. Our technicians service and repair the mechanical and electronic components inside the printer itself. We do not repair computers, manage networks, or provide IT, software, or cybersecurity services.
We specialize exclusively in office imaging, and that focus is exactly why our service is better and more affordable. Rather than bundling printers into expensive, all-inclusive IT contracts, we offer competitive, cost-effective services dedicated to the one system most businesses rely on but cannot easily repair themselves: mechanical printing equipment.
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Printers as a Service and Repair and Maintenance Services cover the printer hardware only and do not include computers, operating systems, drivers, networks, servers, cloud services, or other IT infrastructure unless explicitly agreed to in writing.
Small businesses don’t need full-time IT support, that's why they don't have an IT person on staff, but they do need fast, expert response when a printer fails. That’s exactly what we provide.​
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