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| Total Care Program |
From the beginning, we knew the quality of service we provide our clients would be the key to our future success. Our selection standards for new technicians and the training they receive remains among the highest in the industry. As a result, the various manufacturers we represent recognize us on an ongoing basis for the quality of service we provide our clients.
Fast, Friendly, Factory-Trained Service Technicians
With a team of highly skilled and trained service associates we are able to fix your system fast and fix it right! It’s our team of highly trained service technicians; each armed with a pro-active attitude toward equipment service and maintenance. At EBE, the goal is not to fix machines, it’s to prevent breakdowns with our “Total Call” service policy which adjusts and replaces critical parts before they fail.
Total Care Program Ingredients:
- Computerized Service Dispatch
- Customer Service Questionnaire to Insure Satisfaction
- Technician Courtesy Call within 1 hour of your service request
- Manufacturers’ Quality Assurance Kits
- Unprecedented inventory of parts and supplies
- 4 hour guaranteed service response time
- 95% uptime guarantee
- Client Service is not the name of our department, it is our attitude |
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| Total Care Service Guarantees |
96% Uptime Guarantee & “Lemon” Replacement Warranty
We guarantee your new copier will operate with an uptime of 96% or better provided: (1) it is not abused, (2) it is operated within its volume capacity, (3) it is continuously covered by an R.K. Black service coverage plan. Should the new system you acquire from us fail to operate at least 96% of the time or be un-repairable within 5 years from the date of purchase (3 years on a reconditioned system), we will replace it with the same or similar model, at no additional charge. The replacement system will have the same features and will not exceed the copy count on the replaced system.
Free Loaner
In the event your copier will be down for 8 hours or longer, a loaner will be provided, upon your request, at no cost to you.
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