I have a fault on my equipment, how long will it take to get it fixed?
Where possible, we will try to address any faults over the telephone to minimise the amount of disruption and downtime caused by any difficulties. If the fault cannot be rectified over the telephone, a service technician will be dispatched. Charges may apply for a service technician to provide technical assistance depending on your level of maintenance/service coverage plan.
The onsite response time will also depend on your current maintenance/service coverage plan. For further information on what your maintenance/service agreement details please call Pitney Bowes on 0800 PITNEY (748639) (8am to 5pm NZST, Mon-Fri excluding public holidays) and speak to a company representative.
How much does a service call cost?
Onsite service call fees depend on the current maintenance/service coverage plan you have purchased. If you have no current maintenance/service coverage plan, you will be charged the current rate for callout & labour + any parts required to restore your machine to working condition. Please do not hesitate to contact the Call Centre on 0800 PITNEY (748639), (8am to 5pm NZST, Mon-Fri excluding public holidays) to discuss our non FSMA service call pricing.
Full Service Maintenance Agreement (FSMA)
Alternatively, you can enquire about a placing your equipment on a Full Service Maintenance Agreement (FSMA). This is an efficient, cost-effective and worry-free way to ensure that if you have a problem* with your equipment, it is rectified under the FSMA in a timely manner. All service calls placed on equipment under an FSMA receive priority over non-FSMA equipment. We have several FSMA levels to suit your needs.
*Please note, the FSMA excludes malicious damage and machines operating outside specifications.
If you have any questions or require further information, please do not hesitate to contact us 0800 PITNEY (748639), (8am to 5pm NZST, Mon-Fri excluding public holidays)
How do I book a service call?
There are several ways you can log a service call:
Call Pitney Bowes Service on 0800 PITNEY (748639), (8am to 5pm NZST, Mon-Fri excluding public holidays) and a Technical Service agent will assist you.
Or Alternatively Email us at email@example.com with the following details:
- Serial Number of Machine
- Company Name
- Contact Name
- Contact Number
- Site address of equipment
- Purchase order number (if applicable)
- Equipment fault description
Once we receive your email a Technical Service agent will get back to you ASAP.
There have been a number of staff changes and I need some training for new staff on my Pitney Bowes equipment, can this be arranged?
Yes, this can easily be arranged. Please note that this may be a chargeable service. Please call Pitney Bowes on 0800 PITNEY (748639), (8am to 5pm NZST, Mon-Fri excluding public holidays) to arrange a training session and a quote for price.
How long will the training take?
Initial training will take place during installation and usually takes around 1hr but may take longer, depending on the complexity of your equipment. Any additional training will be tailored to your needs, but generally will take an hour.
What does my warranty cover?
We must repair or at our option replace any new equipment supplied by us if there is any manufacturing defect in material or workmanship within 3 months of delivery. We must repair or at our option, make a replacement available to you for any second-hand or demonstration or refurbished Pitney Bowes branded goods supplied by us if there is any manufacturing defect in material or workmanship within 1 month of delivery.
You may choose to upgrade this warranty by:
- Extended warranties up to 12-months
- Comprehensive maintenance plan (FSMA) to suit your specific needs (see Service Level Agreements below for further information).
If you have a warranty issue or concern, please call Pitney Bowes on 0800 PITNEY (748639), (8am to 5pm NZST, Mon-Fri excluding public holidays) to discuss this matter further.