SERVICE AND SUPPORT

When selecting new equipment, performance is likely to be a key selection criteria. We touched upon productivity when looking at printhead technology but there is more to productivity than just throughput speed.

Because time is money, you will want to select a system that streamlines the production process, offers reliable around-the-clock performance and is well supported by the equipment vendor.

Considerations will include:

Job set up and interchange time

Consider how much time will be spent setting up print jobs. Is the operator interface easy to navigate? How long does it take to switch from one print media to another? Will I need to spend time masking off the print table? Can I save time by tiling multiple images onto one board?

Reliable around-the-clock performance

It is not always easy to gauge reliability but there are some telling clues. Consider the manufacturer’s reputation and look at the breadth of their large format product range. Ask about the printer’s target volume, peak volume rating and its service parameters.

Service support

One of the biggest time stealers in a production environment is downtime related to machine failure and, for that reason, it is important to understand whether the manufacturer’s/suppliers service strategy provides the right level of support.

Tip:

Don’t be shy to ask for references. Satisfied customers are usually happy to talk and can give you invaluable feedback on both the technology and the manufacturers support.

Whilst a two-hour response may be considered acceptable, it is of little value if an engineer is not able to quickly resolve your technical issues.

It is important to look behind the standard SLAs and ask the manufacturer/ supplier some pertinent questions about their service support.

Can they monitor the printer and remotely diagnose service issues?
Do they use their own technicians or do they outsource service to a third party?
How many trained service technicians do they have in your area?
Are the service technicians trained and certified by the manufacturer?
Do their engineers carry spare parts and, if so, what percentage of problems do they resolve at first visit?