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How does Lexmark deliver the service?
Since printing is a vital part of your business, Lexmark has developed a range of
service offerings to ensure you security, peace of mind and a greater return on your
investment. Total satisfaction being the core objective, these offerings provide you
with the tools to keep business moving, including fast and reliable intervention from
our specialised technical team.
Return to base offers you remote product support by both telephone and Internet,
as well as a dependable return process in case of product defect. In the event of a
need for repair action, the helpdesk will instruct you to return the defected product
at a Lexmark-designated location in your area. You will receive it back usually within
five to seven days in serviced areas. This service covers offsite repair or equipment
replacement, all parts and labour, and the return shipment straight to your door.
Lexmark Standard Service Offerings
A valuably priced offering, Exchange ensures you a fast and effective door-to-door
process. The way it works is simple: We pick up your defective hardware unit
(after you remove the cartridge and any options), simultaneously bringing to you an
operational unit, and then repair or replace the defective unit offsite. All parts and
labour are included. You also benefit from remote support by both telephone and
Internet.
On Site Exchange is a convenient and comprehensive exchange service that makes
your life easier. While you focus on your business, Lexmark takes care of everything,
including pickup of the defective product (after having removed the cartridge and any
options), offsite repair or replacement, and complete reinstallation. You also benefit
from telephone and Web-based support. Response time is usually next business
day in serviced areas and can be adapted to your specific requests. This may vary
depending on the type of product.
With On-Site Repair, a Lexmark-authorised specialist comes to your home or office
to analyse and repair your defective device directly on-site. The specialist will also
make sure your product meets Lexmark’s most stringent standards of quality and
performance. This offering includes telephone and Web-based support, all parts and
labour, complete on-site repair and testing. Response time is usually next business
day in serviced areas and can be adapted to your specific requests. This may vary
depending on the type of product.
Replacement ensures you a fast and effective door-to-door repair process. The way
it works is simple: we bring you a practically new product without any cartridge or
any options, and will come back later to collect your defective product. Response
time is usually within 1 to 5 business days in serviced areas. All parts and labour are
included. You also benefit from remote support by both telephone and Internet.
Depending on the type of
product, different levels
of service are available to
our customers
ON-SITE EXCHANGE
EXCHANGE
RETURN TO BASE
REPLACEMENT
ON-SITE REPAIR
Lexmark Standard Service Offerings