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Service

Toshiba TEC - Service Contract

Toshiba Service Contracts

Toshiba Service Contracts are for businesses whose printers are mission critical requiring fast response and repair turnaround. Contract holders have priority over ad-hoc service customers.

Pre-Contract Inspection

All printers without a previous history of contract cover will require an evaluation visit from a Toshiba engineer. Any chargeable work will be undertaken subject to contract initiation with both parts and labour being chargeable.

On-site Standard Contract

The Standard Contract includes the costs of all on-site call outs, labour and parts used in the repair of the printer—excluding print-heads. Call out response time is 8 working hours (best endeavours) based upon the standard working week of Monday to Friday, 9:00am to 5:30pm—excluding public holidays.

Contract Enhancements

The Standard Contract can be enhanced with optional weekend and public holiday cover, extended hours of cover (9:00am to 7:00pm) and improved response and repair times—8 hour response to 8 hour fix. All enhancements are subject to and dependent upon customer location and resource availability.

Return to Base Contract

The Return to Base (RTB) Contract includes the repair of the printer, parts and labour—excluding print-heads. Repair turnaround is 5 to 7 working days—best endeavours—from receipt of faulty printer or print-head to the Toshiba Workshop. RTB Contracts do not cover the cost of delivery to the Toshiba workshop.

Terms and Conditions

  1. Service Contracts do not cover the supply of consumables such as thermal print heads, ribbons, print head cleaner, label stocks, memory cards or batteries.
     
  2. Service Contracts do not cover the use of equipment with any materials or supplies that have not been approved by Toshiba TEC.
     
  3. Service Contracts can be invalidated if the user keeps the equipment in environmental conditions that do not comply with the specifications of the equipment.
     
  4. Service Contracts do not cover any service call due to damage caused by accident, misuse, negligence, operator error, label jam, software errors, fire, theft or break in.
     
  5. Service Contracts do not apply if the end user allows any person (other than a person authorised by Toshiba TEC) to undertake repair, adjustment or modification of the equipment.
     
  6. Service Contracts do not cover failure of equipment due to incorrect software set-up.
     
  7. Service Contracts do not cover external software and third party hardware.
     
  8. Service Contracts do not cover running of the machine outside of the specifications of the equipment.
     
  9. All RTB must be packed in original boxes or suitable alternative. Any item damaged in transit is the responsibility of the sender. Any item packaged incorrectly will be returned in the correct machine box with the cost being added to any repair charge.
     
  10. Any item sent to workshop must be sent with correct paperwork and evidence as applicable. Items sent with incorrect paperwork or evidence may result in an administration charge and may invalidate any warranty.

How to request a repair

All requests for an on-site call out or a return to base repair are administered by Progressive ID Ltd.

When booking please state the following:

  • Your name, company and contact number
  • Serial number(s) for the printer(s)
  • Brief details of the fault

Call 01892 837722 or email support to request either an on-site visit or a return to base repair.