Technical Support & Advance Replacement Program
Addressograph Military is committed to providing the highest quality service through our 12-month Technical Support and Advance Replacement Program.
Our Technical Support and Advance Replacement Program, providing same-day equipment replacement, is unique in the industry. If an issue arises, simply contact Technical Support:
1-800-505-4174 (US and Canada)
1-540-489-4400
Fax 1-540-489-4417
miltechsupport@newboldcorp.com
If the issue can not be resolved with the Technical Support call, we will ship a replacement machine, either that day or the next, via the preferred method of shipment. Once the replacement machine arrives, simply place the old machine in the return box, ship it back to the address specified and keep the replacement machine. It's an extremely turnkey system designed to ensure quick resolution. No fuss and you never have to wait for days with a down machine for parts or service. The only cost is the cost of shipping the machines and the annual fee.
Compared with service support for any other dog tag embosser, our cost is less than ¼ of most annual maintenance programs and you get a replacement machine whenever it is needed. This program is available for all end users whether they are in the US or deployed overseas.
How the Technical Support and Advance Replacement Program works:
- Customers enroll their embossers (no minimum). We must have the serial number of the embosser(s) enrolled and Branch of Service. We will maintain customer specifications in-house for configuration of replacement unit(s).
- For technical assistance, customers call 1-800-505-4174 for assistance in resolving the issue. A Service Center operator will validate the model and serial number of the unit then transfer the call to Technical Support.
- The Technical support technician will aid and instruct the customer on how to resolve the issue.
- If the technician cannot resolve the problem via phone support, the technician initiates a replacement order.
- A replacement embosser is then configured to the customer's specifications and sent to the customer the same day. (For same day shipments, replacement request must be issued by 3 pm EST. Otherwise, the shipment will be sent next business day.) (NOTE: The customer designates preferred method of shipping as the customer pays freight both ways.)
- The replacement is shipped to the customer in a returnable case. Once the customer receives the replacement embosser, they return the inoperable embosser to NewBold® in the replacement embosser's case.
- Customers must send back the inoperable unit to be received back to NewBold within 15 (fifteen) days of receipt of replacement embosser.
- If the inoperable embosser is not received back to NewBold within the 15 (fifteen) days, the customer will be invoiced the fair market value of the embosser.
- The replacement embosser(s) the customer receives will become their property and the inoperable unit becomes the property of NewBold.