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Service Plan Options — Are You Being Served?

June 2006 BY CHRIS BAUER
Managing Editor
TO STAND out from the rest of the herd, offset press manufacturers, both web and sheetfed, have ramped up their service offerings. This trend toward extended service plans, preventive maintenance programs and beefed up parts and labor options is allowing press manufacturers to expand what is offered to their customers while also becoming more of a partner with the printer. Here is a look at some service plans that are available, in no particular order.

At PRINT 05, Heidelberg unveiled an extended service package to the U.S. market called systemservice 36plus. Heidelberg’s systemservice 36plus service package extends service coverage for a period of 36 months with the purchase of a new sheetfed press. With systemservice 36plus, Heidelberg customers can take advantage of full coverage on all repair services and parts for 36 months, intelligent support services and a periodical Heidelberg inspection.

Unlike a warranty extension, systemservice 36plus is designed to help reduce unplanned press downtime while improving overall efficiency. New support services reportedly can resolve up to 70 percent of troubleshooting issues without the need for on-site service.

With the formation of its new Sales and Customer Support Group, KBA North America is aiming for seamless satisfaction from press purchase and installation to post-installation support. Service technicians and engineers are available 24/7. KBA has also opened a new Code Red warehouse for the immediate replacement of “critical failure” parts.

A standard feature of KBA press consoles is a modem for remote diagnostics and maintenance. A KBA service representative can remotely access the press to diagnose problems, analyze the machinery and provide software updates.

MAN Roland recently introduced printservices, a press support program. Positioned throughout North America, printservices technicians utilize tools and documentation specific to MAN Roland presses. Emergency services are available either on-site or by phone 24/7. With enhanced services, programs such as optimization, training, equipment upgrades and technical consultation are designed to improve operational performance.

MAN Roland has also launched manrolanddirect.com, a Website designed to help locate components and consumables. It provides the ability to search by description, item number or manufacturer.

The KomoriKare Web Service Plan from Komori America offers project management with one point of contact throughout the duration of the project—from contract to the end of the warranty. Remote services capabilities through a VPN Internet connection allow service technicians to verify the condition of the press, determine the source of the problem and quickly resolve the issue. By monitoring the press maintenance log, users can avoid press downtime through remote service monitoring capabilities.
 

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