ID Badge System Support
eXpress badging® is an active dealer of all card printers sold and provides direct support. You will never hear, “Contact the manufacturer!” Our trained technical support staff encourages customers to contact us for support or other badge system issues.
We create support tickets for all support-related contacts that stay open until they are complete. Our response time is within four business hours, and we prioritize resolving inquiries during the first call. If the issue continues, we ensure professional and timely follow-up, adhering to warranty and extended support agreement standards and terms.
Most printer support issues do not require repair. Our technical support team has procedures in place for diagnosing and troubleshooting printer problems. If a repair is needed, we will guide you through the process of requesting a Return Merchandise Authorization (RMA), packaging and shipping the printer, and requesting a loaner or advanced replacement if applicable. We will also provide all relevant tracking information. To get started, simply use the ‘Contact Us’ button on any page and we will take care of the rest.
Remote Printer Support
- Remote technical support resolves 95% of printer issues.
- Response time: Most printer issues are addressed within four business hours.
- Resolution rate: Support tickets are typically resolved during the first contact.
- Repair tickets: Only 5% of printer issues require repair.
- Warranty service: Managed by eXpress badging.
- Out-of-warranty service: Also managed by eXpress badging, internally or with the manufacturer.
- Shipping guidance: Customers handle shipping with our support.
- Minimized downtime: Support programs reduce downtime to one business day
Onsite Printer Support is Never Needed!
- Reliability: Modern ID badge printers are highly reliable, eliminating the need for onsite service for most organizations.
- Cost: Onsite service is expensive and often unnecessary.
- Efficiency: Onsite service does not guarantee immediate repair, potentially extending downtime.
- Safety and Security: Requires addressing associated insurance and security vetting processes.
Support Agreements
Technical Support Plan
The eXpress badging technical support plan is valid for one year from the invoice date. It serves as your dedicated support department for any badge system-related issues at no additional cost within the warranty period. After the initial year, you have the option to extend this plan by purchasing an Extended Support Agreement (ESA).
Extended Support Agreements
eXpress badging offers expert-level support for numerous customers across the United States. Warranties and support options vary by manufacturer and can be important when choosing a printer. You won’t need to contact the manufacturer with our ESA because we provide additional coverage and access to our technical support staff. This helps reduce downtime for troubleshooting and repairs.
Badge Printer Repairs
PVC card printers are unlike standard laser and inkjet printers, as they can be a bit more technical to use and troubleshoot. eXpress badging offers repair services aligned with the printer manufacturers we support, both in warranty management and using our direct repair services.