Frequently Asked Questions

our faqs

Frequently Asked Questions

Customers can place service calls by calling our helpdesk or sending an email. Our dedicated team responds within 4-8 hours.

To reorder toner, customers can contact our helpdesk via telephone or email. Our remote system automatically sends us an email when toner levels are low. For bigger users, we provide onsite shelf stock, which we replenish as needed. Our standard delivery time is 2-3 days, with emergency 24-hour delivery available.

Meter readings are submitted automatically by networked machines connected to our @remote system. Alternatively, customers can submit readings manually by telephone or email to one of our service operators.

We guarantee a machine will be replaced free of charge if it cannot be repaired or is excessively problematic, as long as you maintain your service agreement with us. Exceptions include misuse or insurance-related damage and exceeding manufacturer-recommended monthly volumes. TBG will facilitate a like-for-like replacement for the remainder of the 5-year period.

We open a credit account for future billing of service, and prepare paperwork for electronic sign off if you’re leasing new equipment. We discuss installation requirements and network setup, and ensure a smooth installation. If you have equipment to be returned to an existing supplier or finance company, we’ll discuss options to help meet those needs.

We configure machines onto your system and set up printing and scanning to your requirements. We offer a range of network support products for future needs.

If you’re partway through a lease contract but unhappy with your machine or provider, we have options to release you from those obligations and move to us. Contact us for a bespoke package tailored to your situation.

RADF

RADF stands for “Reverse Automatic Document Feeder”. It is a feature found on some printers and multifunction devices that allows users to scan or copy multiple pages at once without having to manually flip each page over. With a RADF, the machine automatically flips the pages and scans or copies them in the correct order. This can save time and effort, especially when dealing with large documents or multi-page files.

SPDF

SPDF stands for “Single Pass Duplex Feeder”. It is a feature found on some printers and multifunction devices that allows users to scan or copy both sides of a document in a single pass. With an SPDF, the machine scans or copies the front and back of a page at the same time, without the need to flip the page over manually. This can save time and effort, especially when dealing with double-sided documents or multi-page files.

Inner Finisher

An inner finisher is a device that is built into some printers or copiers to handle the finishing of printed documents. It is typically located inside the machine so keeps the footprint of the device smaller and is designed to handle tasks like stapling, hole-punching, and sorting. An inner finisher can save time and effort by automating these tasks and producing professional-looking finished documents without the need for manual intervention. It is especially useful in office environments where large volumes of documents are printed and finished on a regular basis

External finisher

An external finisher is a device that can be attached to a printer or copier to handle the finishing of printed documents. It is typically a separate unit that is not built into the machine itself. An external finisher can handle tasks like stapling, hole-punching, and sorting. It can be useful in situations where the printer or copier does not have an internal finishing unit or when the workload requires heavier duty finishing capabilities beyond what is offered by the built-in finisher. An external finisher can be purchased as an add-on accessory for many printers and copiers.

Booklet finisher

A booklet finisher is a type of finishing device that is used to create booklets from printed documents. It typically includes features like folding and stapling, to create booklets that are ready for distribution. With a booklet finisher, multiple pages of a document can be folded in half and stapled in the middle to produce a booklet. This type of finisher is commonly used in industries such as publishing, marketing, and education where the creation of booklets is a regular requirement. Some booklet finishers may also include additional features such as hole-punching and saddle stitching to further customise the finished product.

Paper Tray Pedestal

A paper tray pedestal is a stand or base that is designed to elevate a printer or copier’s paper tray off the ground. It typically consists of a base and one or more drawers that can hold additional paper or other media. By elevating the machine, the pedestal can provide a more comfortable height for users to access the printer or copier, as well as help to reduce clutter in the surrounding area. A paper tray pedestal is especially useful in environments where the printer or copier is frequently used, as it can make it easier to add or remove paper from the trays and gives more choice on size and types of paper that can be chosen without reloading.

Paper tray pedestals come in a variety of configurations to suit different needs. Some models may include a single extra tray, while others may come with two or more extra trays to increase the printer or copier’s paper capacity. In addition, there are models that feature a large capacity tray for those who require even more paper storage. These different configurations can help users customise their printer or copier to better fit their specific needs, whether they need to handle a high volume of printing or require additional paper sizes or types.

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