Print Management Customer Service Plan

OVERVIEW

All Service matters are dealt with by our Support team. They are the point of contact to internal and external customers, resellers & partners.

The Corona Corporate Solutions Support team are fully trained on all products offered in our portfolio.

All customers can expect to be treated by our team in a professional, fair and impartial manner, with the utmost courtesy and respect. We endeavour to deliver a quality service, in accordance with the highest standards of effectiveness, efficiency and integrity.

REPORTING A FAULT

To report a fault on a Print device, Application or Software product,

please visit our Client Services area.

If you have any issues logging your fault, please contact us via any of the below methods:

Telephone number: 0333 241 3344

Email address: service@coronacs.com

Standard Contract support hours: Monday to Friday, 08:30-17:30

When reporting your fault, either via telephone or email, our Support team will gather all necessary information from you at the first point of contact.

The following information will be required:

Serial Number and/or Company Name and/or Post Code

Contact Name 

Contact Telephone Number

Contact Email Address

Detailed Description of Fault 

This information is entered on to our Service Management software and a Call Reference Number is raised and issued to you. An email notification confirming the call details will also be sent to you

This case reference number is used during the life of your fault until resolution.

Should you need to speak to our team regarding an update, please quote this unique case reference so that we are able to assist you.

The call will be subject to Call Vetting, so depending on the reported problem you may receive a call from one of the Vetting Team engineers, this is intended to try and minimise any downtime on your device.

In the event that you do not receive a call from the Vetting Team, a technician will contact you to notify you that he/ she has been assigned to your fault and their anticipated arrival time.

In the event that a part is required which is not carried by our engineer, a new call will be logged for a return visit and you will be contacted by our Support team to inform you of the date & time for the return visit.

When the call is complete, you will receive an email confirming the call closure details.

PLACING AN ORDER FOR TONER

Toner can be ordered by contacting the Service Desk via the Telephone number or email above.

If requesting by email, please ensure that you provide all the required information (above) along with a description of the toner needed.

AUTOMATIC TONER REPLENISHMENT

In addition to placing a Toner order via our Support team, we are also able to replenish your toner without the need for you to contact us as your toner requirements will be sent by your print device into our Service Support desk. Upon receipt, your toner order will be placed and dispatched within 3 working days, before the current unit expires.

The software is designed to detect when the toner has reached a threshold of 20% remaining in each cartridge, based upon the device usage.

For enquiries about adding automatic toner replenishment to your account, please contact our Support team. This can be installed at no additional cost.

AUTOMATIC METER READING COLLECTION

Another feature of the Toner replenishment software is that Corona is able to collect your meter readings remotely. This means no more manual meter reading and guaranteed accurate billing with no estimated readings.

EQUIPMENT RELOCATION

Corona Corporate Solutions will, upon request, relocate your Photocopier, either internally or externally.

Should you wish to use this service, please contact our Support team and ask for the Logistics Department.

Following receipt of the location details, you will be provided with a quotation for the works required, which will include:

  • De-Installation of your equipment by one of our Service Engineers
  • Collection, transportation and delivery by a specialist carrier to the new location
  • Re-Installation of your equipment by one of our Service Engineers, which include full functional testing
  • If required, product training for any users at the new location can be provided