Customer Care Service
We operate one of the largest
independent print finishing service teams in the UK, offering national coverage
from the Scottish Borders to the south coast. Therefore if you are located in Liverpool
or Newcastle, Norwich or Cardiff, Kent or Cornwall our print finishing equipment service team is on hand
to support you. We believe in going the extra mile for our customers and strive for 100% satisfaction.
We offer varying types of
Customer Service Contracts depending on the product you have purchased. Below are
the standard features we include (some are specific to certain models):
Site Survey
Before we deliver any large machinery, we can visit site or ask you to complete a site survey to help us to confirm any potential issues during installation. The site survey form helps to confirm access including doorway widths, corridor
widths, ceiling heights, ramps or steps, lists any stairways, requests lift
tolerances, loading bay access and time tables, parking restrictions and that
the customer understands the electrical requirements for the equipment being
installed. Once complete, our team can understand and mitigate any issues to safely deliver and install the new equipment.
Delivery
We want just ship you a pallet
and call it delivered. In most cases delivery employs the use of our own
vehicles, this way we can guarantee a timed appointment and ensure all the
correct equipment is on site. In some cases’ we will ship directly from our
stores to site on a secure pallet, but we will always have a representative of
TFP on hand to unpack and check the equipment, same day or next day. Using the
site survey to determine the best method of delivery depending on access and site
restrictions.
Risk Assessments, Method
Statements & Public Liability Insurance
If required, we can provide Risk Assessments
and Method Statements before we attend site and begin work. Once the site
survey form has been completed and we can guarantee access we will provide the
relevant people with our Risk Assessments and Method Statements for that
particular installation should they be requested. Our Public Liability
Insurance certification is available on request.
Installation
Our trained and certified
engineers will unpack and site the equipment in a suitable ground floor
location ensuring you are advised of necessary power requirements and
recommendations for Surge Protectors. Certain equipment can be installed on
upper floors depending on access. Heavy equipment, such as guillotines or large
booklet making solutions will require lift access or specialist hire of climbing
equipment which will incur extra charges. Any extra charges will be negotiated
before work commences and will be highlighted by the site survey form before
delivery is even attempted.
Operator Training
New equipment equals new
opportunities. Our one hour introduction training is included in the sale of
the equipment and offers operators a complete guide on every aspect of your new
machine, from initial switch on to fully programming a guillotine for business
card production. If required our engineers are also able to train an operative
to change their own guillotine blades, meaning you do not need to wait for an
engineer to change the blade every time it becomes dull and saving you money.
We can even show you ways to improve print layouts to increase revenue and
reduce waste using your new product.
Additional training is available on request; please ask for a quote.
Operator Certificates
Once operators are officially
trained we will issue them with a certificate of competence for the new
machinery. In many cases this forms part of the Health & Safety regulation
and should be completed and offered by law.
Health & Safety Procedures
This applies mainly to an electronic
guillotine, but all operators should be aware of the potential hazards facing
them with a new machine, we will ensure they understand the best ways to remain
safe when using the new equipment. We will also provide safety log books that
detail daily test routines for guillotines (HSE Compliance).
Health & Safety Certificates
The Health & Safety Executive
Regulation states that electronic guillotines should be tested and certified by
a trained and authorised engineer on installation, and at 6 monthly intervals. When
we install a guillotine, it will be tested and certified. The customer will be
issued with the official certificate, as well as a log book which contains
daily checks that your certified operator, should be completing at the start of
each shift as well as specific monthly checks that require completion under HSE
Legislation, this is Law.
12 Month Manufacturer Warranty
All our new machinery comes with
at least a 12 Month Manufacturer Warranty that covers all parts on your new
purchase. However, many people do not realise that a manufacturer warranty does
not include labour or call charges for an engineer to visit site, this is often
a way to hide extra charges, TFP are different as our warranty includes support
for 2 Warranty related calls.
The Customer Care Service includes,
1 preventative maintenance visit (service), 2 Health & Safety tests and
certificates for guillotines (required every 6 months). One visit on install and one at 6
months), as well as all engineer labour and travel throughout the warranty
period, for up to 2 Warranty related calls. TFP engineers aim to respond to any
fault, by phone in the first instance within 2 hours of the issue being
reported. If necessary, they will visit site with parts and repair the issue free of charge if the problem is covered by
the Warranty.
Further Warranty related calls may incur charges for travel and labour..
Blade Allocation and Regrinds
Applicable to electronic
guillotines. Our IDEAL electronic Guillotine range come complete
with 1 blade as standard. We include these in order to ensure the performance
of your new guillotine. Please note, it is advised that the customer has two blades allowing the Service Team to remove one
from site for sharpening ready for the next service visit where we can rotate
the blades, meaning you don't need to worry about the blades being blunt.
Refresher Training for Operators
As we visit site at least twice
in the first year of machine ownership we can be in a position to answer any
questions or listen to any difficulties you may be experiencing with the new machine. Our
engineers can offer refresher training or look at a specific requirement
and advise the best route to completion for the job.
Consumables
If the new equipment or machinery you
have purchased requires consumable items such as book binding wire, book binding covers, laminating film, laminating foil, booklet maker staples or
stitching wire, we would can help to provide you with sufficient print finishing materials to get you started (please ask for details
and costs). This also gives us the opportunity to show case our vast range of
consumable products and the quality of finish our products can offer. We have a dedicated consumables website at www.thebindingbox.co.uk
Tool Kit
Most machinery that requires installation and training will come complete with a tool kit. Our engineers will demonstrate the uses for each item, so you are confident with your new tools.
As you can see what we include is
very comprehensive and not easily matched. We can offer a host of reference
sites with regards to our service and support including references from well-
known brands and large corporate clientele.
Our aim is to become your service
and supply partner for many years to come, our customer care package offers us
the opportunity to showcase our service levels and knowledge which will
encourage you to continue with our support programs.