Service

Our philosophy is simple: reduce your downtime by responding quickly and efficiently to all of your service needs. We’ll get there fast, and repair your machine quickly, so your customers won’t be kept waiting. Best Prepress prides itself on giving personal attention to each of our customers. We won’t be a faceless corporation with an 800 number that gives you busy signals for hours, then puts you on hold. We make it our business to get to know our customers: your people, your equipment, and your applications.
Who do you call when your system locks up? Do you expect your operators to deal with it themselves? How do you keep track of the latest updates for your system, applications, and utility software? We believe that your Production Systems are entitled to the same quality professional service that your dedicated typesetting system used to get. That means fast, on-site service. Our technicians are ready, willing, and able to ensure that your systems will do what you ask of them, without giving you any trouble.
All Best Prepress services are available by calling the main office at 1-630-554-5800 or
Contact Us. This number is answered, or forwarded to a computerized answering machine that will contact us, 24 hours a day, 7 days a week.
When you call Best Prepress, our phone support system kicks in immediately. We may have you run a few simple tests, or look for error codes that can point to the suspect area. The idea is to determine the cause of the problem, or eliminate as many possibilities as we can. If the problem is not corrected on the phone, the information will be passed to a service technician, so when he arrives, he is already familiar with the problem. All of our service technicians utilize cellular communications to immediately respond to customer needs. Within minutes, they can return your call and help is on the line! We can respond quickly to your needs, re-route our technicians if appropriate, and make the most efficient use of both our time.
Today, most of our service is done through remote control. Call us now to get up and running quickly! Equipment problems are disruptive, but we will do everything we can to get you back on-line quickly. Our customers are routinely serviced the same day. We get there today, not later this week, with the parts we need to repair your equipment. Why lose production (customers) if you don’t have to? If you’re waiting too long for service, it’s time to call to Best Prepress!

THE FULL SERVICE AGREEMENT
An Annual Service Agreement allows us to give our customers the best possible service, while allowing our customers to budget their service costs. Our Service Agreements are priced such that, on the average, our customers don’t pay any more than they would for time & material service, however, we can keep the equipment in better condition by factoring out the need for you, the customer, to decide whether something is worth fixing (and paying for). As a Best Prepress contract customer, you can enjoy the peace of mind that a maintenance agreement provides.
Through the use of a full maintenance agreement, your company can take advantage of the many benefits of this service:

* 8 business hour response time
* Unlimited phone support at no additional cost
* Top priority Dispatching
* Any and all parts required to repair your system
* Unlimited service calls
* Notification of the release of software updates
* Easy budgeting to know exactly what your costs will be
* An aggressive preventative maintenance program

If you’re paying too much for service, it’s time to call Best Prepress!

TIME AND MATERIAL
Time and Material service is exactly that. If your equipment needs service, a Best Prepress Service Technician will be dispatched to your site. You are billed an hourly travel charge plus labor and parts to fix your equipment.
Labor: $180.00 per hour (1 hour minimum charge)
Travel: $180.00 per hour 1 way (1 hour minimum charge) Charged from Oswego, IL.
Lodging: Overnight stays if required will be charged at a rate of $125.00 per night
Minimum Billing: $360.00 for 1 hour on site labor ($180.00) and 1 hour travel ($180.00)
Parts: Part prices may vary, are not negotiable, and are subject to change without notice. Call our Oswego office for the current price of any part. If we need to order a part and return, travel & labor will be charged for both trips.

GENERAL INFORMATION
Calling 1-877-983-8800 will reach our main office in Oswego, Illinois. All Best Prepress services are handled from this location.
Technical Support is available for all products we sell and service. If required, we can reach your regular technician and have your call returned.
Estimates for equipment and parts will be provided. We can not estimate labor time as it is impossible to accurately guess how long a service call might take. Actual labor time will be charged in all cases.
Phone Fix: If a service technician can walk you through a fix over the phone, you will be billed $100.00 when successful.
Repeat calls are often required to resolve an intermittent problem. In most cases, travel will be charged for the first two visits, for a particular problem. From the second visit on, travel will normally not be charged, but we will continue to bill labor.
Intermittent Problems: If we cannot reproduce the problem, it can be extremely difficult to determine the cause. Problems that we’ve experienced before are often quick and easy. Sometimes, a series of short visits, trying different things and waiting for results, may be the fastest, least disruptive, and least expensive way to solve the problem. Accurate records help a lot.
Invoicing Procedure: Our technician will leave the invoice, in duplicate, with the operator or supervisor on site. If your company uses P.O.’s, a special “Bill To” address or a particular person to receive the invoice, we’ll be happy to comply.
Payment terms: All invoices are due and payable within 30 days. We reserve the right to demand COD payment.

WARRANTY
Our parts carry a 90 day warranty, which provides that the part will both correct a problem, and operate as designed, for a period of 90 days. If a part replaced by our technician works, but doesn’t correct a problem, you will not be charged for the part. Your original part may be reinstalled, at our discretion. If our part initially corrects the problem, but fails within 90 days, we will replace it at no charge.

Some tips to make service easier, faster, and less expensive:
Call early. Little problems don’t go away, they get bigger.
Take advantage of our phone support.
We need to work directly with the operator who is experiencing the problem.
Watch out for “Oh, by the way’s.” Often, after a technician fixes the primary problem, every operator in the shop lines up with other problems. If you keep a continuous list of minor difficulties, and exercise management control, you will avoid surprises. If we are aware of every problem before dispatching, we can all do some planning.