Heidelberg Revises Approach to Parts and Service

KENNESAW, GA—Jan. 29, 2010—Heidelberg’s newly revised approach to parts and service is earning high marks from its customers. The recent introduction of several products, including e-Call intelligent notification service, Web-based Remote Diagnostics, Installation Planning and Press Registration Evaluation, combined with budget-friendly “Smart Pricing” and a two-year extended warranty on Original Heidelberg Replacement Parts, has given customers a variety of convenient, affordable options for risk-free preventive maintenance. Best of all, Heidelberg Systemservice provides customers with the assurance that work on their valuable investments will be performed exclusively by highly skilled Heidelberg technicians.

Priceless Peace of Mind
“We demand a lot from our equipment, including our 6-color Speedmaster XL 105,” said Phil Stolze, owner of Stolze Printing in Bridgeton, MO. “It’s the only full-size press in our shop, so it’s important for us to avoid any unplanned downtime. Needless to say, 24-hour access to Heidelberg Systemservice has been a tremendous advantage. Buying a new press and having it covered for three years, we also know in advance what our maintenance costs will be and can build it into our pricing. And when you know that Heidelberg Systemservice experts will be coming in regularly to comb the press for worn parts and other potential problems—that’s an unbeatable recipe for peace of mind. With built-in Remote Diagnostics, we’ve even had press issues resolved from Germany.”

In revamping its Systemservice options, Heidelberg has made a good thing even better. In addition to improved “Smart Pricing” and extended parts warranty, Heidelberg Systemservice now offers expanded regular service hours and “plan ahead” pricing on presses manufactured in 2000 or earlier. The company continues to log significant sales of its equipment relocations, product upgrades, full service agreements, and Systemservice 36 conversions, all designed to help its customers avoid unplanned downtime and keep their Heidelberg presses running in peak condition.

“At Bramkamp Printing, we recognize the importance of eliminating downtime on our equipment. Our Systemservice program with Heidelberg keeps us in constant production mode,” adds Larry Kuhlman, president of the Cincinnati, OH-based company, which recently extended the Systemservice maintenance contract on its three-year-old six-color Speedmaster 74 perfector with coater. “We value our relationship with Heidelberg and understand the importance of maintaining our equipment. This Systemservice contract represents peace of mind and insurance for our company to increase productivity and uptime for our customers.”

Giving Customers What They Want
Heidelberg will warranty any Heidelberg Original Spare Mechanical Part for a period of two years, provided the part is installed by a Heidelberg technician. Should the new part fail within the two-year warranty period, Heidelberg will replace it at no charge, provided it is also installed by a Heidelberg technician. The electrical parts warranty will be extended to one year, subject to the same conditions on installation. The new service pricing structure is based on variable factors like the size and technological level of the equipment. In addition, Heidelberg now offers more flexible standard working hours, lower Saturday rates, and available zone travel charges that result in fixed travel costs. Finally, Heidelberg Systemservice now offers a significant discount to customers with presses built in 2000 or earlier, if they book service five business days ahead of time. Neither the two-year parts warranty nor the new service pricing structure will affect training packages or Systemservice 36plus in conjunction with the sale of new Heidelberg equipment.

Available as part of Heidelberg’s full-service package to customers who purchase a new press or extend their Systemservice coverage on an existing machine, eCall and Remote Diagnostics ensure fast, efficient resolution of problems by giving customers 24-hour access to Heidelberg experts both here and abroad. With eCall, an impending service issue automatically triggers an alarm and, at the touch of a button, the press operator can notify Heidelberg in less than a minute. Thanks to the automated pre-analysis tool, a Systemservice expert will call the customer back quickly with a detailed analysis. With Remote Diagnostics, direct online assistance from Heidelberg experts is available if there is a problem. Once the remote connection is established, a Heidelberg Systemservice technician will troubleshoot the equipment, provide a diagnosis, and make recommendations for repair. In up to 70 percent of cases including setting, application, or process errors, the problem can be identified and resolved the very first time the service expert and press operator speak together on the phone.

Rising to the Challenge
“Our customers set a high bar for service and support,” said Rodney Strasser, Director, Systemservice Product Marketing, Heidelberg USA. “The positive response to our newest Systemservice offerings has been overwhelming. We are convinced that customers appreciate Heidelberg’s proactive efforts to provide a range of cost-effective maintenance solutions that will help keep their equipment running at maximum efficiency and productivity, while minimizing unplanned downtime.”

Dayton Newspapers of Franklin, OH is well aware of the value of Heidelberg Systemservice. In 2007, the company installed an 8-color Speedmaster SM 52 perfector to handle the production of color pre-prints for insertion in several weekly newspapers. At the time, it was the first installation of the powerful, small-format perfector in North America. The company recently extended its Systemservice coverage on its workhorse press for another two years. “Our experience with the Speedmaster 52 has been outstanding,” said Packaging Department Manager George Bomberry. However, he added, “The SM 52 is still our only sheetfed press, and we can’t afford to be out of commission for any length of time. Heidelberg Systemservice is very responsive. We have always been able to get the answers to any questions we might have, and Remote Diagnostics has turned out to be a great training tool when our operators have problems. Needed parts always arrive within 24 hours. Heidelberg Systemservice truly pulls out all the stops to keep us up and running.”

To learn more about the range of Heidelberg Systemservice products and policies, visit www.us.heidelberg.com.

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