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Q: How do I order toner?
A: The easiest way to get toner is through our web site www.NovaCopy.com. You can also call your local NovaCopy office. Please see our Customer Service page for the phone number to your local office.
Q: Is there a charge for toner?
A: Toner is normally covered under your maintenance agreement. Please check your maintenance agreement for details. If you need additional information, please contact your local NovaCopy office for assistance.
Q: After I request toner, when should I expect delivery?
A: If you are in Tennessee, in most cases, toner is delivered the next business day without charge. If you are in Texas, you will need to allow 3-5 business days. If you need toner the same day, we will send it with your permission via courier service for a $30charge. You may also pick it up in person at your local NovaCopy office if you like.
Q: When and how do I report my meter reading?
A: To ensure we accurately account for your usage each month, please submit your meter reading via our web site. Click on “Service” on the home page and select “Report Meters” in the left-hand column. Enter your System ID number from the sticker on the front of your machine (or click on “Don’t Know”), then enter your meter reading, and that's it. NovaCopy sends a friendly reminder via email or fax each month to its customers. If we do not receive your current month's meter reading by your scheduled billing date, NovaCopy can send a technician to obtain the reading for a $25 fee.
Q: I dislike reporting my meter each month. Are there any options?
A: Best Option: The most convenient option is NovaRead, which gathers and reports meters automatically on an ongoing basis with no intervention or action required by you. Contact your NovaCopy Sales Consultant or your Customer Relationship Manager for more information.
Other Option: You may elect to have your meter read once a quarter, twice a year, or once a year if you prefer. This is typically done for lower volume customers where less frequent billings are more cost effective. If you exceed your monthly allowed number of prints/copies (overages), this method is recommended only if you are comfortable receiving larger bills throughout the year instead of frequent, smaller bills.
Contact your NovaCopy Sales Consultant to see if the frequency can be changed for your account.
Q: My machine is flashing a code on the control panel. What do I do?
A: Please contact NovaCopy Service by calling your local NovaCopy office. Our support staff will help you restore operation to the machine over the phone if possible, or schedule a service call if necessary. If your situation is an emergency, request our Priority 1 service. A technician will arrive within an average 1 hour for emergency situations.
Q: My machine continues to misfeed after a few copies. I clear the misfeed but the problem keeps happening. How do I get this fixed?
A: Please contact NovaCopy Service by calling your local NovaCopy office or via NovaCare on the web.. Our support staff will schedule a service call if necessary. If your situation is an emergency, request our Priority 1 service. A technician will arrive within an average 1 hour for emergency situations.
Q: I am interested in upgrading my equipment. Who do I contact?
A: Please contact your local NovaCopy Sales Consultant to discuss upgrade options. And remember to ask for a Two Week Copier Test Drive for no obligation. This lets you and your staff try out the machine to make sure it's right for you.
Q: I need training for myself, my staff or others on how to use the machine's features. How do we get training?
A: Please contact your local NovaCopy Sales Consultant for hands-on training. This is a free, unlimited service we provide upon request.
Q: What are your hours of operation?
A: NovaCopy staff is available from 7am to 7pm on regular business days. After hours calls are handled by an on-call technician. There is a $250/hr fee for after hours service.
Q: We need to discuss a bill we received from NovaCopy. Who do we contact?
A: Please contact your Customer Relationship Manager. Our friendly support staff will be happy to review a bill and answer your questions.
Q: We have questions about our copier being connected to our office computer network. Who can answer our questions?
A: Please contact NovaCopy Service by calling your local NovaCopy office or via NovaCare on the web. You will be connected with our Technical Support Staff to help you over the phone, or schedule a service call if required.
Q: My copier is not functioning and I need service restored as soon as possible. How do I get faster service?
A: Please contact NovaCopy Service by calling your local NovaCopy office. Request our Priority 1 service. A technician will arrive within an average 1 hour for emergency situations.
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