To limit the time a photo ID badge printer is down during needed repairs, printer manufacturers offer either a loaner or replacement printer.
LOANER PRINTER: (HID/Fargo)
If the printer is covered by a loaner program per warranty or extended support terms, a loaner printer will be sent per the terms of the agreement while the repair is being performed. Our support team will remotely assist in setting up the loaner printer and will also remotely assist with setting up the repaired printer once it is returned (if applicable). After setting up and testing the repaired printer eXpress badging will provide directions for the return of the loaner printer (if applicable).
Step 1: Before contacting eXpress badging's Technical Support Department obtain and document your printer and laminator's (if applicable) serial number(s) to troubleshoot your support issue. It is a good idea to maintain a document for easy access by all who use the printer including all warranty and extended warranty expiration dates.
Step 2: Contact eXpress badging's Technical Support Department to troubleshoot your printer issue. This step may include a second stage vetting, by the manufacturer in a few cases where intermittent or repetitive issues are diagnosed.
Step 3: Upon warranty verification, eXpress badging will stand up a loaner ticket, record the manufacturer's RMA number, and then provide it to the customer for tracking the engagement.
Step 4: Once the loaner printer is received by the customer, it is unboxed and swapped with the non-working printer. If eXpress badging support is needed, we recommend scheduling a 15-minute remote session in advance.
Step 5: Box the non-working printer in the same box, using the same process the loaner printer was packaged in. It is very important to rebox correctly, or your printer could be damaged in shipping, which will become a billable repair.
Step 6: Some loaners come with a return shipping label, however a shared shipping model is becoming the standard. Regardless, either affix the provided label, or print and affix your shipper label correctly to the box and arrange for pickup.
Step 7: Provide the tracking number to eXpress badging using one of the emails, and then wait to hear back regarding the returned printer.
Step 8: Upon return of your repaired printer, unbox it as soon as possible and test it completely to confirm it is working correctly. Contact eXpress badging if installation assistance is needed.
Step 9: Repeat steps five, six, and seven, and you're done. If the printer is not returned within three weeks, eXpress badging will invoice in full for a new printer. It is important to ship the loaner printer after a couple of days of using your returned printer.
REPLACEMENT PRINTER: (IDP)
IDP Smart printers have a replacement warranty, so once the replacement is received, the broken printer is returned, and the issues if over. If the printer is covered by a replacement printer per warranty or extended support terms, a replacement printer will be sent per the terms of the agreement, and the non-working unit is returned in the same box for maintenance and placed back in the loaner pool. Our support team will remotely assist in setting up the replacement printer. After setting up and testing the replacement printer eXpress badging will provide directions for the return of the non-working printer.
Step 1: Before contacting eXpress badging's Technical Support Department obtain and document your printer and laminator's (if applicable) serial number(s) to troubleshoot your printer issue. It is a good idea to maintain a document for easy access by all who use the printer including all warranty and extended warranty expiration dates.
Step 2: Contact eXpress badging's Technical Support Department to troubleshoot your printer issue. This step may include a second stage vetting by the manufacturer in a few cases where intermittent or repetitive issues are diagnosed.
Step 3: Upon verification, the printer qualifies for a replacement printer, eXpress badging will stand up a loaner ticket, record the manufacturer's RMA number, and then provide it to the customer for tracking the engagement.
Step 4: Once the replacement printer is received, unbox, record the serial number(s) and replace it with the non-working printer. If support is needed, we recommend scheduling a 15-minute remote session in advance.
Step 5: Box the non-working printer in the same box, using the same process the replacement printer was packaged in. It is very important to rebox correctly, or your printer could be damaged in shipping, becoming a billable repair.
Step 6: On rare occasions, replacement printers may come with a return shipping label, however a shared shipping model is the standard. Regardless, either affix the provided label, or print and affix your shipper label correctly to the box and arrange for pickup.
Step 7: If the non-working printer is not returned within three weeks, eXpress badging will invoice in full for a new printer. It is important to ship the loaner printer after a couple of days of using your returned printer.