Parts Ordering and Returns
Parts ordering and returns are the full responsibility of each customer.
Below are written instructions for Zund's formal part exchange and return process. Zund strictly enforces the adherence to them.
- You will need to include a basic description of the problem with the part
- You will be billed for the full price of every part ordered whether under defective or not. This includes parts that are being sent to troubleshoot technical issues. Defective and/or unused new parts must be sent to Zund America.
- Upon inspection of the parts, Zund America will credit you for the invoiced prices of the parts if they are deemed a valid defective part, or new and unused.
- Defective and/or unused new parts must be returned to Zund America within 5-days of the replacement part receipt.
- Each original part return must include a completed Returns to Zund.pdf form. You can fill this out by hand or by keyboard (just click in each field) You have to give the basic information and a new RETURN Code.
- If returning a printhead, nozzle check must be included and inks must be flushed out.
- Please note Zund strictly enforces these policies for any kind of credit or exchange.
For Parts Orders or Returns Please Contact:
- Zund America
- Attention: David Stogsdill*
- 414-433-0700
- *David Stogsdill is not a Zund technician, should you want to speak with Zund directly in regards to a technical matter on your Zund-215 please call Zund Switzerland
- Rene Ramirez
- 011 41 71 757 8100
- Email Rene
Maintenance and Phone Support Options
Our technical team tracks these incoming support calls and we estimate that 50% of these technical support calls/downtime could be avoided altogether. 20% of the issues are due to poor maintenance and 30% of these issues are user error.
We expect that the lack of maintenance or user error is most often due to:
- Overlooking maintenance or proper training due to workload
- Instruction has been forgotten since original training
- New staff that has not been trained properly
Remember, downtime and troubleshooting are slow expensive processes for your business, that can often be avoided altogether with a responsible, trained print operator who spends a couple hours of maintenance on the printer each week.
We have enclosed a maintenance checklist for the items that must be done to keep your Zund printer in good working order. We hope this is helpful and valuable.
Additionally, our talented technicians have developed many white papers on technical and maintenance instruction. If you have specific needs and would like to inquire about the availability of a white paper for your issue, please contact us.
You may employ Global Imaging to assist you with preventative maintenance, below are your options.
SUPPORT OPTIONS FOR CLIENTS PURCHASING 3rd PARTY INK OR SERICOL INK FROM ANOTHER COMPANY
| OPTION |
DESCRIPTION |
COST |
| Preventative Maintenance + 1 Year Phone Support | Includes one on-site preventative maintenance visit and 1-year unlimited phone support | $5000 |
| Preventative Maintenance Contract | One, on-site, one-day preventative maintenance visit | $2800 |
| Phone Support Contract | 1-Year Unlimited Phone Support | $2800 |
| Phone Support Per Incident | If no phone support contract is in place, phone support is billable at $150 per hour with a 1-hour minimum, billable in 15-minute increments thereafter. | $150 per hour |
SUPPORT OPTIONS FOR CLIENTS PURCHASING SERICOL INK FROM GLOBAL IMAGING
| OPTION |
DESCRIPTION |
COST |
| Preventative Maintenance + 1 Year Phone Support | Includes one on-site preventative maintenance visit and 1-year unlimited phone support.
$600 of this cost will be rebated if another printer is purchased from Global Imaging within the maintenance contract year. | $4000 |
| Preventative Maintenance Contract | One, on-site, one-day preventative maintenance visit | $2800 |
| Phone Support Contract | 1-Year Unlimited Phone Support. 50% of this cost will be rebated if another printer is purchased from Global Imaging within the maintenance contract year. | $1200 |
| Phone Support Per Incident | If no phone support contract is in place, phone support is billable at $75 per hour with a 1-hour minimum, billable in 15-minute increments thereafter. | $75 per hour |
Preventative Maintenance Notes
A preventative maintenance visit is a 1-day visit intended for cleaning, lubricating, aligning and assessing machine condition.
- It is required that a printer operator be present and dedicate the day to shadow and assist our technician to learn as much as possible about this process.
- Preventative maintenance visits are not repair visits to fix mechanical issues.
- No parts or consumables are included.
- If repair service is needed on the machine, it will be completed only if time allows, and will be handled as a billable service call with applicable travel expenses and billable tech time.
- Contract date is based on date of purchase not calendar year.
Per Incident Phone Support Notes
All support is provided as best effort to resolve the issue in a timely fashion, but is not guaranteed. Payment must be made via Credit Card before a technician undertakes the support call.
If any parts are needed to help resolve the support issue, the client is responsible for purchasing and returning those directly from Zund America. See the notes above.
Global Imaging Inc. will make recommendations on parts that may resolve the issue but cannot guarantee resolution. If Global Imaging cannot resolve the issue, the client will be directed to work directly with Zund Switzerland. Zund America does not provide phone or on-site technical support. Zund Switzerland is on the CET (Central European Time) zone. Clients are always welcome to initiate their calls with Zund Switzerland directly.
Phone Support with Zund Directly
- Zund Switzerland
- Rene Ramirez
- 011 41 71 757 8100
- Email Rene
Maintenance Checklists
In addition to the ongoing maintenance options we have offered you above, we provided you with a maintenance checklist below. We hope these options will help you maintain your Zund printer to it's best working conditions.
Please share this document to those colleagues who are dealing with Zund maintenance and parts at your business.
Download this document for your Daily & Weekly Maintenance.
Download this document for your Monthly & Annual Maintenance.
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