Created: January 31st 2018 By: Chris Sinibaldi Back to All Posts
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Created: January 31st 2018 By: Chris Sinibaldi Back to All Posts
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How to Choose a Printer Service Provider


In terms of service and repair frequency, printers can be some of the most demanding devices in an office.

Although offices certainly have their share of technology equipment, more likely than not, small business owners fill out more service tickets for printer issues than for anything else.

Why is that?

Printers, scanners, and copiers have lots of moving parts.

On a mechanical level, they rely on a huge number of tiny components to work in perfect synchrony for every print. If just one of those small components is not calibrated correctly, product grinds to a halt.

In terms of software, modern printers are also unique because of their connectivity.

Offices are becoming increasingly interconnected and the one device that most employees have to share between themselves is the printer. This makes it easy for employees to accidentally change settings or introduce workflow problems that eventually require professional service to remedy.

This is why it's important for printer dealers to have a trustworthy, professional team of printer repair experts on-hand for any contingency.

Your business customers will come back to you looking for help getting their machines running again, and those support tickets give you an opportunity to truly deliver value that will drive customer retention.

Look for These Quality Indicators in a Printer Service Provider


You need to have a reliable printer repair team available as soon as a customer calls in. Choosing the right provider can be a challenge, however. Consider these indicators of quality when reviewing possible providers.

1. Quick Response Time

The first and most important thing you need in a printer service provider is fast response.

Response time is a deal-breaker because even the industry's best and brightest will be of no use if you can't get a hold of them when you need them.

Professional printer service providers will offer guaranteed response times. Importantly, they should be able to translate their average response time to a customer-specific one based on actual physical distance.

Immediate response may not be that valuable if the provider is a four-hour drive away.

2. Authorized Service Provider Certificates

Printer repair technicians should be equally comfortable repairing any of the many popular printer brands found in modern offices.

To determine whether a particular provider is capable of delivering consistent results regardless of brand, look for brand-specific authorization and certification.

The best printer service providers are Authorized Certified Service Providers for more than one manufacturing brand.

As a print technology dealer, you should ensure that your printer service provider is qualified to repair all of your various products – not just some.

3. A Large Parts Inventory

If something goes wrong with your printer and the on-site printer service technician can't resolve the issue on the spot, it should take no less than 24 hours to fully address the issue.

Frequently, the issue is that a specific printer component needs to be procured or ordered – a provider with its own parts inventory will be able to get that component faster.

If you work with a provider that does not have its own parts inventory, you may find yourself waiting for days or even weeks for a printer part to arrive. Since printers have so many moving parts, it's even more likely that you will be waiting on several orders coming from various locations – a time-consuming move that will result in downtime.

Even better, a provider with its own parts remanufacturing solution may be able to immediately produce components at lower costs than their OEM counterpart.

4. A Thorough Workflow

Your printer repair technicians should be well-trained and highly experienced. When a customer's business is losing thousands of dollars per minute because its sales department can't print brochures, the pressure is considerable.

Having great personnel is key to ensuring lasting results through implementing a thorough workflow.

Whether repairing a single printer or a fleet of multi-function devices, technicians need to instill a sense of confidence that tells customers the same problem won't happen again next month.

With printers, small issues often provoke larger, seemingly unrelated ones. Only an expert technician can diagnose issues accurately enough to address the cause.

Choose a printer service provider that you can trust. Speak with one of our experts at Depot International expert about our TechLink service and discover how easy printer repair can be!


Author: Chris Sinibaldi

Senior Vice President and General Manager of Parts for Depot International, Chris Sinibaldi is a recognized industry expert in the distribution and remanufacturing of laser printer parts and certified pre-owned printers. Sinibaldi has been in the industry for nearly 20 years and is known for helping service organizations, copier resellers and dealers significantly grow their businesses.

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