NPI Customer Support handles all aspects of your equipment and software needs, including:
Warranties
Unless you have an alternative agreement in your sales contract or you have purchased a used NPI sorter, an NPI equipment purchase includes a One-Year Non-Consumable Parts Warranty and a 90-Day Labor Warranty.
All non-consumable parts are covered for one year on a Return Materials Authorization (RMA) exchange basis. The first time you request a part, someone will help you complete the RMA process.
After the one-year non-consumable parts warranty expires, you can purchase an extended parts warranty that keeps non-consumable parts coverage in place for an additional year.
The 90-Day Labor Warranty covers any phone support or site service visits to effect repairs.
After the 90-day labor warranty expires, phone support and site service are available at our normal rates. You can also enter into a more cost-effective support contract.
Consumable parts are parts designed to wear out through normal use. These parts include but are not limited to items such as belts, tires, and lamps. Consumable parts are not included in the one year warranty period.
All non-consumable parts are covered for one year on a Return Materials Authorization (RMA) exchange basis. The first time you request a part, someone will help you complete the RMA process.
NPI recommends the purchase of critical on-site spares kits. Ordered replacement parts are ground shipped without charge. Any expedited shipping costs carry an additional charge.
For more information about extended warranties and/or spares kits, contact your NPI Sales Representative or the NPI Customer Support Manager.
Support Options
Machine acceptance initiates the one-year non-consumable parts warranty and the 90 day labor warranty at “no charge” to you. After the warranty expires, you can choose from several support options, including:
NPI provides 24-hour office coverage Monday through Friday. Weekend calls are handled by NPI’s on-call technician.
The service ticket generated by our tracking system is assigned to a technician. When you initially call or email NPI, please provide the following information:
• Company name, site name, and address
• Contact name (first, last)
• Contact phone number (office, cell)
• Equipment serial number (labeled on the transport plate of the sorter front end)
The pricing for each support option varies according to the support option or options selected.
After the 90-Day Labor Warranty expires, you can:
• enter into a standard phone support service contract
or
• pay-per-call at the standard NPI rates
The standard phone support service contract option is far more cost-effective for most customers than pay-per call. For more information about service contracts, contact your NPI Sales Representative or the NPI Customer Support Manager.
The NPI technician initially assigned to your service ticket will call the specified contact phone number to help resolve your problem.
• If your problem is not resolved within 20 minutes, your service ticket is escalated to the NPI Customer Support Supervisor.
• If your problem is not resolved within the next 20 minutes, your service ticket is escalated to NPI Tier 3 Support.
• If necessary, Tier 3 can get direct support from operations experts and the software, electrical engineering and/or mechanical engineering departments.
The pricing for each support option varies according to the support option or options selected.
NPI on-site support can be dispatched:
• Standard Hours: Weekdays (Monday through Friday) from 8:00am – 5:00pm Central Time.
• After Hours, Weekends, and Holidays are available at a higher rate
The standard phone support service contract option is far more cost-effective for most customers than pay-per call. For more information about service contracts, contact your NPI Sales Representative or the NPI Customer Support Manager.
For many NPI customers, an NPI On-Site Service Support Team is an attractive alternative to maintaining a technical support staff. Support is immediate and extends all the way back to NPI Dallas! For more information, contact your NPI Sales Representative or the NPI Customer Support Manager.
RealVNC™ is remote control software that lets NPI Technicians view and interact with your sorter across the Internet. The remote access option is far more cost-effective for both the standard phone support service contract option and the pay-per call option!
Do you need parts now? The preferred method for parts orders is to send an email to parts@npisorters.com or fax a completed parts request form to NPI at +1 (682) 503-8212. Make sure the email or fax includes the following information:
• Customer and site information
• Attention name • NPI part number and nomenclature
• Quantity required
• Preferred shipping method
Note that email submittal is preferred since it provides a written record of your order, along with a date and time stamp. If you don’t have email, please fax your parts order to +1 (682) 503-8212. If you don’t have NPI part numbers, please email or call our parts department at +1 (877) 674-7678 for part number assistance. When your parts order is received, you will receive a confirmation email containing your order number and information that applies to the request (if you have email).
Customer Training
Maintenance and operator training is provided at no cost for new equipment purchases. This training includes:
NPI recommends that at least one qualified technician complete maintenance training prior to sorter installation. Alternatively, maintenance training can be conducted on-site after sorter installation as long as training will not impact production. Students will learn to maintain, troubleshoot, and repair the sorter.
Immediately after sorter installation, NPI installation personnel will train operators to load, run, clear jams, and sweep mail from the sorter. Depending upon your company policy, operators may be trained to perform basic sorter setup, troubleshooting, and reports generation.
Optional training includes the following:
NPI can train managers, supervisors, and administrators to effectively use important NPI applications such as PostalManager, Merge Sort Data, Sort Plan Editor, Account Editor, and Container Label Generator.
NPI can provide advanced and/or specialized training.
NPI can train your new employees at any level required.
For more information about training, a training syllabus, or pricing, contact your NPI Sales Representative or the NPI Customer Service Manager.
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