Terms and Conditions

On older model machines, we may be unlikely to: find parts, or if we can find them, get them in a reasonable time frame. If we are able to get the parts, most times they will be from 3rd party manufacturers who's reliability we may not be able to guarantee. In these cases we can only guarantee our labor, which means we'll back the troubleshooting process and that the parts were installed correctly.

On newer model machines we always head to the manufacturer for their parts. If a part is on an indefinite backorder status or unavailable, we will go to a 3rd party vendor for it, and we will require approval before we do so from you. Parts are nonrefundable.

All billable service calls are COD. If paying by check, the amount will be for the first hour minimum charge and the check needs to be made out to Xerographic Supply & Equipment Inc. If you prefer to pay by credit card, your card will be charged for the first hour minimum fee. Please fill out the form at the bottom of the page if interested in credit card payment. Please email sadmin@xerographicsupply.com if you have any questions.

Time starts when the technician arrives and speaks with the contact from the form.The technician will be unable to start work until the check or signed credit card receipt is in his hands,

If the technician is still troubleshooting at the end of the first hour, he will call the office with the expected time it will take for him to finish troubleshooting. The office will then call you to tell you how much longer the technician will be, the expected charge, and to arrange payment if you approve. If approved, technician will continue until the end of the agreed upon time and this process will repeat if necessary. It is rare to troubleshoot past the initial first hour.

If parts are required, a quote will be emailed or called into you for your approval. The quote will include parts and an estimated charge for labor. We tend to go with the minimum amount of time for labor however if additional issues arise during the parts replacement, additional labor charges will apply and payment arranged before the call is completed.

Payment for the parts portion of the quote needs to be arranged in advance before the parts order is placed. If using check, a check will have to be sent to the office. A credit card can be provided for immediate parts ordering. If additional labor is required this will be reflected in the quote however to ensure accurate charges, the labor portion of the call will be charged at the end of the parts replacement.

Our Service Guarantee

We guarantee our labor for up to 30 days after the repair. This means that if the same problem reoccurs within 30 days, we will continue troubleshooting at no charge (up to 1 hour). If the original part installed was defective, it will be returned to the manufacturer and we will get a replacement one out to you and reinstall it.