PrintEquip Vendor Warranties and Repair Procedures

Detailed warranty definitions are listed below for each of the four brands of printers that were included in the UI printer bid. Dell featured Dell printers in their bid, and Erb's featured HP and Lexmark printers in their bid.

Warranty and Service Information for Bid Printers

Dell | HP-Erbs | Lexmark-Erbs

Dell

Warranty Information:

  • Overview
    Small Workgroup Printers: NBD Advanced Exchange
    Medium and Large Workgroup Printers:
    NBD Advanced Exchange After Remote Diagnostics (3000 & 7000 series)
    NBD On-Site Service (5000 series)
  • Detailed Description
    The Dell warranty program provides three categories of service support for Dell-branded products based by model series: Next Business Day (NBD) Advanced Exchange, Next Business Day (NBD) On-Site Service After Remote Diagnostics and Next Business Day (NBD) On-Site Service.
    1. NBD Advanced Exchange (1000& 2000 series) - If the user has any problems during the warranty period that cannot be fixed with phone-based support and troubleshooting, Dell will ship a replacement unit the next business day. Fuser maintenance kits are included (no additional cost) in all Dell branded base and extended warranties.
    2. NBD Advanced Exchange After Remote Diagnostics (3000 & 7000 series) - If the user has any problems during the warranty period that cannot be fixed via remote diagnostics a technician or part will be dispatched usually within a 1 or 2 days following the completion of the remote diagnostics. Fuser maintenance kits are included (no additional cost) in all Dell branded base and extended warranties.
    3. NBD On-Site Service (5000 series) - If the user has any problems during the warranty period that cannot be fixed with phone-based support and troubleshooting a technician or part will be dispatched the next business day. Fuser maintenance kits are included (no additional cost) in all Dell branded base and extended warranties. Fuser warranty coverage is one of Dell’s primary competitive differentiators and significantly impacts the overall cost of ownership.
  • Note: The fuser maintenance kit is a consumable product that will need to be replaced when certain print volumes are reached. No other printing vendors include the fuser maintenance kits in their warranties. With that said, normally a printer will need to replace its fuser section at least once in a three year period, but for those busy printers they will need to be replaced twice. Costs for a fuser maintenance kit range from $129.99 to $449.99.

Service/Repair Information:

  • Dell Repair Contact Information: 1-800-274-7799 ext 7266902
  • Note: Dell includes maintenance kits under the Dell campus agreement at no cost.

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HP-Erbs

Warranty Information:

  • Overview
    Small Workgroup Printers: 3 yr. Advanced Exchange (New or Refurbished)
    Medium and Large Workgroup Printers: 3 yr. Onsite (Parts and Labor)
  • Detailed Description
    • Advanced Exchange Warranty Service Highlights
      • Remote problem diagnosis and support - HP (Erb’s) Services works with you to isolate hardware problems and help with product installation, configuration, setup, and problem resolution.
      • Next-day exchange - If the problem cannot be resolved remotely, we replace your failed product with a new or equivalent-to-new product free of major cosmetic defects. Next-day delivery of replacement products is available for calls received before 2:00 pm local time. Your permanent replacement unit will be delivered by 10:30 am the following business day in most areas within the continental US. Service within 1 to 2 days is available in selected areas of Alaska and Hawaii.
    • Onsite Warranty Service highlights
      • Remote problem diagnosis and support - HP (Erb’s) Services uses electronic remote support tools to isolate your problem and facilitate resolution.
      • Next business day onsite response - For issues that cannot be resolved remotely, an authorized HP Services representative arrives at your site the next day after your call has been logged and for which you have a contracted service window. HP Services returns your covered hardware to operational condition, repairing or replacing components or entire units as necessary. Your coverage includes all required parts and materials.
      • Coverage window options
        - Standard business hours, standard business days: Service is available 8:00 am - 5:00 pm, Monday through Friday, excluding holidays
        - Extended business hours, standard business days: Service is available 8:00 am - 9:00 pm, Monday through Friday, excluding holidays
        - 24x7: Service is available round-the-clock, including all holidays
      • Standard business hours coverage - Remote telephone support is available 8:00 am-5:00 pm Monday through Friday, excluding holidays. Extended telephone support may be available for selected products.

Service/Repair Information:

  • Placing a Service/Support Call:
    Have the following information:
      1. Your name, company name, your department, location, and phone number.
      2. Make, model and serial # of the problem machine, if applicable
      3. If you are getting error messages, document the exact message and the frequency of the occurrence.
      4. Any changes that have been made to the system.

    Service Procedure:

    1. Call Erb’s Business Machines, Inc. at 319-364-5159 or 1-800-369-3727 and ask for the Services Dispatcher. Low priority request may be communicated via e-mail by providing all of the above information to service@erbs.com.
    2. Give the Dispatcher a brief but detailed description of your problem so it may be directedto the proper technician. Dispatch can determine current warranty status.
    3. Once the call has been placed, Dispatch assigns a technician.
    4. Response time will vary based on the severity of the problem

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Lexmark-Erbs

Warranty Information:

  • Overview
    Small Workgroup Printers: 3 yr. Advanced Exchange (New or Refurbished)
    Medium and Large Workgroup Printers: 3 yr. Onsite (Parts and Labor)
  • Detailed Description
    • Lexmark Exchange Service
      Exchange Service allows the customer to receive a refurbished product in return for a product that has been deemed faulty by a Lexmark technical support representative.

      If the Customer chooses to use Exchange Service, an exchange product will be shipped by Lexmark to the Customer. At Lexmark's option, the Customer may be asked to return the faulty product to Lexmark. The Lexmark technical support representative will provide information on how to package and return the faulty product to Lexmark. Exchange Service is not available for products that have been defaced, altered, or damaged beyond repair.

      At Lexmark's discretion, exchange products may be new, refurbished, or may be another new or repaired product of equal or greater capabilities. The exchange product assumes the remainder of the Warranty or Extended Warranty of the returned product.

    • Lexmark Onsite Service
      Onsite Service is provided at the Customer's business or home location during the contracted Principal Period of Maintenance (PPM). Next-business-day service will generally be provided within the contracted Onsite Service response time, if the call is dispatched by 5:00 p.m. customer local time, provided the service location is within a 50 mile radius of a Lexmark Authorized Service Provider (LASP). For each of the following conditions, add one (1) business day to the contracted Onsite Service response time: 1) Service locations beyond 50 miles from LASP; 2) Service in Hawaii and Alaska

      Onsite Service is not available for all products or products that have been defaced, altered, or damaged beyond repair. Please contact Lexmark to determine if this option is available for your product model.

Service/Repair Information:

  • Placing a Service/Support Call:
    Have the following information:
      1. Your name, company name, your department, location, and phone number.
      2. Make, model and serial # of the problem machine, if applicable
      3. If you are getting error messages, document the exact message and the frequency of the occurrence.
      4. Any changes that have been made to the system.

    Service Procedure:

    1. Call Erb’s Business Machines, Inc. at 319-364-5159 or 1-800-369-3727 and ask for the Services Dispatcher. Low priority request may be communicated via e-mail by providing all of the above information to service@erbs.com.
    2. Give the Dispatcher a brief but detailed description of your problem so it may be directedto the proper technician. Dispatch can determine current warranty status.
    3. Once the call has been placed, Dispatch assigns a technician.
    4. Response time will vary based on the severity of the problem

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