Copier & printer repair with techs who carry parts, not just clipboards
Maintenance contract holders skip the queue.
Three lanes for repair. No mystery line items, no per-page surcharges.
The difference is whether you want predictable monthly cost, fleet-wide management, or pay-as-you-go.
- On-site labor billed in 15-minute increments after the 1-hour minimum
- OEM parts at cost; refurbished available on request with 90-day warranty
- No trip fee — the 1-hour minimum includes the drive
- Free second visit if a special-order part is required
- 30-day workmanship warranty on every repair
- Phone & remote diagnostics free of charge
- All parts and all labor included — zero per-call invoices
- OEM toner and consumables shipped automatically before run-out
- Priority dispatch — ahead of T&M calls in queue
- Network reconfig (scan-to-email, SMTP, AD changes) included
- Everything in Maintenance Contract, fleet-wide
- Quarterly business review
- FMAudit / PaperCut instrumentation — auto-meter reads, toner-on-empty alerts
- End-of-life replacement timeline written into your QBR
- Single invoice across every brand, every site
Every line item, on every plan. Read it before the contract gets weird.
Most "service contracts" hide the cost in fine print — trip fees, per-page overage, network changes billed separately. Here is the full coverage table for our three plans, in plain English.
| Service line item | T&M | Maintenance Contract | Fleet Service |
|---|---|---|---|
| Remote diagnostics | Free phone/remote, billed if longer than 30 min | Unlimited remote support included | Off-hours dispatch on critical lines |
| Parts inventory carried | Special-order billed | Full coverage — we eat the special-order delta | Forward-deployed parts cache at your site for 10+ device fleets |
| OEM vs refurbished parts | OEM default; refurb available with quote | OEM default; refurb on customer request only | Customer choice per device class |
| Firmware & software updates | Billed at hourly rate | Included | Continuous — pushed remotely, change-managed |
| Network reconfig (SMTP, AD, scan-to-folder) | Billed at hourly rate | Included for owned/leased devices | Included fleet-wide, including new-site rollouts |
| End-of-life retirement & data wipe | Billed at hourly rate + disposal fee | Free for any device under contract 12+ months | Free; NIST 800-88 wipe certificate provided per device |
Need a side-by-side TCO model against your current vendor? Email sales@1800officesolutions.com with your last 12 months of service invoices and we'll send a redacted comparison.
Repair questions, answered honestly.
Do you charge a trip fee?
No trip fee on Maintenance Contract or Fleet Service plans. Time & Materials calls bill a 1-hour minimum at $145/hr which includes the trip; we do not stack a separate diagnostic charge on top. If we cannot fix the device on the first visit because we need a special-order part, the second visit is not billed.
Will you work on a copier you didn't sell us?
Yes. Bring us your serial number and we will tell you what parts library we have for that device.
What is the difference between Time & Materials and a Maintenance Contract?
T&M is pay-as-you-go — $145/hr labor plus parts at cost, billed per call. Good for one or two lightly-used devices. A Maintenance Contract is $89/mo per device flat and includes all parts, all labor, scheduled preventive maintenance and consumable toner. Most fleets break even on contract at roughly 4 service calls per device per year.
Are parts OEM or aftermarket?
Default is OEM. We stock OEM fusers, drums, transfer belts, rollers and pickup assemblies, and pull on-demand for the rest. If a customer specifically requests refurbished or compatible parts to control cost — common on devices nearing end-of-life — we offer that with a written quote and a 90-day workmanship warranty.
How do you handle a fleet of mixed-brand devices?
One contract, one phone number, one invoice. We instrument every device with FMAudit or PaperCut for automated meter reads and toner-on-empty alerts.
What about devices nearing end-of-life — do you still service them?
Yes, with a written caveat. We will service any device the OEM still supplies parts for. When OEM parts dry up (typically 7–10 years after launch) we move the device to a refurbished-parts plan and write a replacement timeline into your next QBR. We do not surprise-bill you with a $4,000 fuser on a $1,200 used machine — you'll see end-of-life flagged in the prior quarter.
Can you do remote diagnostics before sending a tech?
For network-connected devices, yes. We pull error logs, page counters and consumable status remotely through the device's web interface (or via FMAudit/PaperCut if you have it).
Do you reconfigure scan-to-email or scan-to-folder when our network changes?
Yes — that work is included on Maintenance Contract and Fleet Service plans. If your domain controller, mail relay, file shares or SMTP host change, our team reconfigures every affected device. T&M customers can request the same work at standard hourly rates. We handle SMB v3, OAuth 2 against Microsoft 365 and Google Workspace, and LDAP authentication.
What happens at end-of-life — do you take the old machine?
Yes. We coordinate secure removal, hard-drive sanitization (NIST 800-88 wipe with certificate) and OEM-program recycling. If the device still has resale value — usually true for sub-5-year-old MFPs — we can buy it back as credit toward a new lease or maintenance contract. Removal is free for any device we sold, leased or maintained for at least 12 months.
Your copier is jammed. Don't wait three days.
Tell us the brand, the symptom and your zip code — a dispatcher calls back. No trip fee. No diagnostic surcharge.