Support

What to do in case of a defect

In case a problem occurs with your printer, we recommend the following procedures:

• Check for Error Messages: Is an error message displayed on the printer’s LED display or on your computer monitor? It’s wise to note any error messages down, which will prove very useful when contacting a support technician.
• Self-Tracing: If an error message is clear (e.g., “Printer not found”), you could possibly use it to trace the cause of the fault yourself.
• Contact Support: If the meaning of the error message is not clear, please contact technical support on 03 9736 1100 for further assistance.

How to Print a Configuration Page

Most of the required diagnostic information can be obtained by printing out the printer’s Configuration Page. Follow these steps:

1. Switch on the printer and wait until the green “Ready” LED goes on.
2. Press the ON-Line button once. This switches the printer offline.
3. Press the MENU button 8 times until the Display reads “Show Info Page / Configuration”.
4. Press the ENTER button to print out the configuration page.

Service & Repairs

Should your printer prove to have a technical defect which cannot be resolved on the phone, it will need to be repaired by an authorized service dealer.

Please contact technical support on 03 9736 1100 to organize your repairs.

Standard Service Rates

Platinum Exchange Program

Every printer is fully backed by a minimum one-year parts and labour warranty, as well as free technical support during the warranty period. Printers also come with a thirty-day money-back guarantee.

Our exclusive Platinum Exchange program was created because we know you want to be inconvenienced as little as possible when rare problems arise. It can be best summarized as:

“If we can’t fix it by phone, we’ll replace it by a courier delivery service.”

Here’s how it works:

• Should you encounter a problem while under the Platinum Exchange warranty, call the free technical support hot-line at 03 9736 1100.
• If your printer requires a user-installable spare part or software package, we’ll ship it to you via a courier delivery service for next-day delivery at no charge.
• If the problem can’t be solved over the phone or via a shipped part/software package, we’ll ship you a replacement printer via courier at no charge. You simply return the original printer at our expense.

Platinum Exchange comes standard for the first year on all direct purchases. You also have the option to extend your Platinum Exchange coverage to a full 3 years (some limitations apply). For more information, call direct sales at 03 9736 1100.

WebAdmin™ Remote Management

Our printers feature WebAdmin™, a remote printer management solution that utilizes a web browser to configure and control your networked printer.

Unlike other remote access systems, WebAdmin is not software-driven. You won’t need multiple installation disks for Mac or PC, and you don’t need to perform manual upgrades. The system works on every platform, is always up to date, and is built directly into the printer itself.

Requirements for WebAdmin:

• A networked printer
• Internet access via a standard Web browser
• An IP address assigned by a system administrator (representing your printer’s location on the network)

These three items allow you to access the WebAdmin page for any printer on your network. You can change a networked printer’s paper input option directly from your desk, or a system administrator can check and fix the printer’s resolution from the next building over.