Customer Support

A. Customer Support for End Users

Applicable products: Thermal Transfer Printers & Software, ID Card Printers & Software, Bar Code Tracking Software.

Please contact one of our sales representatives to schedule technical support:

Sue Zelman - Thermal Transfer Printers and Software
Michael Shaffer - ID Card Printers and Software

1) For products purchased from NovaVision, we offer technical support via phone, fax, and email as follows:

1a. FREE Unlimited Technical Service via phone, fax and email:

  • Equipment - duration of equipment warranty based on invoice date
  • Software - 90 days from date of invoice
  • Response within 24 hours

1b. Technical Service Fee - After the FREE support period expires, NovaVision offers technical support for a reduced fee for products purchased from us:

  • Technical Service: $75.00/hour ($30.00 minimum)
  • Response within 24 hours

1c. Visits to Customer Site for Training or Service for equipment & software purchased from NovaVision:

  • Technical Service: $75.00/hour - includes all travel time
  • Travel by car: $.40/mile
  • Travel by air, hotel, meals: actual cost
  • Service availability based on production schedule at the time request is made

2) For products NOT purchased from NovaVision, we offer technical support via phone, fax and email as follows:

  • Technical Service: $150.00/hour ($75.00 minimum)
  • Technical Service to Customer's Site: $150.00/hour - includes all travel time
  • Travel by car: $.40/mile
  • Travel by air, hotel, meals: actual cost
  • Service availability based on production schedule at the time request is made

3) As an option, NovaVision provides operator training or engineering services as needed by the customer at NovaVision's facility in Bowling Green, Ohio as the same rates as noted above.

B. Customer Support for Commercial Printers

1) NovaVision provides operator process training as needed by the customer:

  • At equipment manufacturer's location
  • At customer's site
  • At NovaVision's Bowling Green, Ohio USA facility

The cost for training includes all travel and per diem expenses at cost plus a nominal labor rate for the trainer.

2) We offer a complete start-up package along with the equipment we distribute and sell to get your process in operation quickly.

3) We offer our customers free unlimited technical support via phone, fax and email.

4) For all the consumable products we sell, we will perform initial production trials at no cost.

The printer sends us his candidate substrate (with and without inks) and we perform limited trials for hot stamping, embossing or thermal printing using our equipment and labor. After our process trials, we communicate the process settings for production (or subsequent trials) at the printer’s location.

5) If you encounter a processing problem with production equipment you purchased from us, we can run our equipment in parallel to your operation to help you diagnose the problem. This service is provided at no cost.

Please contact Mike Messmer to schedule technical service for commercial production of holographic products.

Questions? Need Help?
Questions? Need Help?
800-336-6636