The Technical Assistance Center and Warranty Program

By Beniam Gebrat

Here, we abide by our mission statement:

“To be a passion driven company; providing indispensable, reliable and innovative solutions that uniquely delight our customers and partners beyond their expectations.”

To ensure our customers satisfaction with our scanning products, we offer a wide variety of customer services and warranty programs in the United States. Today, I would like to discuss about each program and the benefits each can bring to you.

One phone call away for your questions

Our Technical Assistance Center (TAC) is an essential part of our mission statement. Throughout the day, our agents handle hundreds of calls for our fi Series and ScanSnap scanners, Happy Hacking keyboard and REALFORCE keyboard. We are proud to offer 100% US-based service.

Day-to-day, our TAC anticipates common product questions to complex and intricate challenges. The persistence of our TAC agents to ensure our customers scanners are operating successfully and customized according to their preferences is outstanding. The best part about our TAC is that we have staff members who have been passionately helping our customers for over 10+ years. We would like to think their knowledge and expertise are gold. Our team is well equipped and ready to handle any customer challenges or questions.

Warranty Program

We offer amazing extended warranties for our scanner products. Have you ever wondered why an extended warranty is useful? The most important aspect of an extended warranty is peace of mind. This is crucial to ensure that you can maintain your scanning work as little downtime as possible. All our document scanners come with a one-year manufacturer warranty, which covers you for parts that need to be repaired. Additionally, you can contact our TAC for as long as the product is supported. We understand that once you like your scanner, you will want to keep it and rely on it for a long time.

A Wide Selection of Service Programs

You need more hands-on support for your scanner(s)? We offer a variety of service programs such as Advance Exchange Program, Depot repair, Basic Onsite Service, and ScanCare Premium Service and Maintenance.

The Advance Exchange Service Program:

It’s a whole-unit, next business day replacement for scanner equipment that cannot be repaired through technical support. If the issue requires more attention than a call support from the Technical Assistance Center (TAC),  a replacement unit is shipped to our customer overnight for requests received by 2 pm (PST), or else on the next business day for requests received after 2pm (PST). Available in all 50 states.

The Depot Repair Service Program:

This program is designed to provide mail-in unit repair service for those customers who require asset tag tracking or those customers who prefer to retain their existing scanner. Our Depot service includes spare parts, labor, and one-way shipping back to the customer for verified hardware failures. Scanners will be repaired within five business days after receipt of scanner and then shipped back to the customer via two-day shipping. Depot service does not include preventative maintenance, consumables, cleaning materials, troubleshooting of software configuration, or set-up. Available in all 50 states.

Basic Onsite Service:

This service includes parts, labor, technician travel and a scanner cleaning visit. (Consumable parts are not included) Available across the 48 contiguous United States.

• One, two, and three-year contracts with multiyear discounts

• Service available in Next-Business-Day, 4-hour and 24/7 options

ScanCare Premium Service and Maintenance:  

This is our premium onsite service offering and one of the most comprehensive service programs in the industry! It combines preventative maintenance, scanner consumables and training with the Basic on-site service option that includes spare parts, labor and technician travel. Available across the 48 contiguous United States.

• Automatically scheduled preventative maintenance visits

• Onsite coverage of spare parts, labor, and travel for all hardware errors

• Consumables & Cleaning Supplies for an average year of usage

• One, two, and three-year contracts with multiyear discounts

• Service available in Next-Business-Day, 4-hour and 24/7 options

I hope this overview of our customer support and warranty programs maintains is helpful for any potential needs. Are you interested in learning more about how a our extended warranty service program and learn which service is the most beneficial to you?