Crossmark Graphics Praises Heidelberg’s Customer Service and Speedmaster XL 105; Wins New Lenticular Business
Heidelberg’s Service Team Goes ‘Above And Beyond’ For New Berlin, WI Printer
KENNESAW, GA—April 25, 2007—The president of Crossmark Graphics in New Berlin, WI is hailing Heidelberg’s innovative systemservice 36plus service package that accompanied the purchase of his six-color Speedmaster XL 105 with aqueous coater. Not only did the Heidelberg service team go “above and beyond the call of duty,” says Crossmark Graphics President Jim Dobrzynski, they got the press up and running over a weekend – and just in time for the printer to win a large, new lenticular job.
“This was the best experience I’ve had with Heidelberg,” says Dobrzynski. “It’s the service that sold me on the XL 105, and in this instance, I don’t think anyone else would have been able to pull these repairs together in this timeframe.”
Dobrzynski says his press went down one Friday in March. The timing was particularly bad with a snow storm rolling in and a potential client flying in from New York the following Monday morning. This led Dobrzynski to contactthe Heidelberg Expert Support Team. The expert he spoke to used remote diagnostics to determine that one of three possible parts needed to be replaced and that an on-site visit would be necessary.
“Despite the bad weather, the service representative said he could be at the shop by 5 or 5:30,” says Dobrzynski. “I couldn’t believe his commitment on a Friday night.”
Once the service representative arrived, he determined which part had to be replaced. Determined to find a fast solution, the sales representative ordered the part taken out of the XL 105 on display at Heidelberg’s Print Media Demonstration Center in Kennesaw, Ga. and flown in to Wisconsin on Saturday evening. He installed the new part, and in the process, fixed one other issue he discovered.
“The press was up and running by 8 a.m. on Monday morning,” says Dobrzynski. “The customer never knew there was a problem.”