Frequently Asked Questions
has established a NEW Product Warranty for all product sales in the
States. The GTCO Calcomp standard 24-month warranty
is provided with the 24 MONTHS ON-SITE, at NO ADDITIONAL CHARGE to
the Customer. Support is provided by GTCO CalComp Corp. or
their authorized agent. GTCO Calcomp has also
established a HELP DESK. Help Desk support is offered to properly
registered end-users of GTCO Calcomp Products and is available Monday through
Friday, 8:00 AM to 5:00 PM – Local Time. Support is provided for all
CURRENT scanner models and all GTCO Calcomp software products.
What is included in the standard Calcomp Scanner Warranty?
The Warranty that is provided with every
GTCO CalComp Scanner is (24) months, “On Site”. This on-site service is contracted through
GTCO CalComp Corp. and is offered on all current scanner models – at NO
GTCO CalComp Corp. Help Desk support for both hardware and
software is also included at no additional charge for registered
end-users. GTCO CalComp may offer special pricing or promotions on
units with only a one year warranty.
Customers call - 1-800-328-5901 for tech support
Will I be notified with the Warranty details and options?
Yes! An information card is included inside each
scanner crate that describes the new standard warranty - including
GTCO CalComp Corp.
support phone numbers. In addition,
GTCO CalComp Corp. will send a welcome letter
directly to each registered end-user.
What is not included in the Warranty?
parts that are considered by Calcomp to be consumables, including lamps,
glass plates, white background plates, belts and rollers are excluded.
Integration services and on-site software support services are available –
but ARE NOT included in the standard warranty. These services can be
provided by GTCO CalComp Corp., but at an additional charge. A complete description
of each GTCO CalComp Corp. Service Offering is available that includes specific
details of each service and any related restrictions. Contact your
Distributor for more details.
What are the Warranty exclusions?
Unless otherwise specified,
GTCO CalComp Corp. warrants most
scanners and spare parts to be free from defects in material and
workmanship for a period of two (2) years from the date of purchase
(delivery date) by the ultimate user, provided that the machine is used in
a normal way and according to GTCO CalComp Corp.’s instructions. The limited warranty
does not include service to repair damage from improper installation,
external electrical fault, accident, disaster, misuse, abuse, or
modifications to the product, which have not been approved by Calcomp. The
warranty does not cover parts affected by normal wear and tear (Lamps,
rubber rollers etc.).
GTCO CalComp Corp. shall consider the warranty void if the product is moved from the
original site, if the intent is to continue to move the product. This
service does not cover damage to the product prior to or during product
installation. Installation or resolution of hardware/ software
contention or conflict with the computer, network, or other adapters
within the host system or computer or other integration services are
excluded. Damage caused by fault or negligence of the user, improper or
unauthorized use of, or attempt to repair, the equipment by user or
others, or causes external to the equipment or part thereof such as, but
not limited to, power failure, catastrophe or unusual environmental
conditions are excluded.
How do I obtain Warranty support?
Service or Help Desk Support, call GTCO CalComp Corp. Calls
placed to Calcomp for support are automatically forwarded to GTCO CalComp
What about Software Support?
Software support provided by the Help Desk is
designed to handle installation and operation issues, related to
Nextmage, JETimage, WIDEsystem, WIDEmail and WIDEcapture.
Detailed software support and training is
available ON-SITE as “Special Operator Training”. Pricing for this
service is available on request, and includes a 4-hour detailed training
session, plus related travel and living expenses.
|What is the help desk for ??
effort to provide a consistent support channel for all Calcomp end-users,
Calcomp has worked with GTCO CalComp Corp. to establish a phone based technical
service that is available weekdays, between the hours of 8:00 AM to 5:00
PM local time. The Help Desk is staffed by technicians that have been
trained by Calcomp. Support is provided for all current Calcomp Scanner
models, as well as Calcomp software applications, including Nextimage,
WIDEsystem, WIDEmail, JETimage and WIDEcapture. Help Desk support is
provided free of charge to properly registered end-users.
When exactly does the Manufacturers Warranty begin?
START DATE of the Warranty is the date that the end-user takes delivery of
the scanner, as confirmed by the Bill of Lading. Installation date IS NOT
the warranty start date.
How long should it take to get service?
For on-site services, an eight (8) hour average
response time in major metropolitan areas on weekdays between 8:00 AM and
5:00 PM. local time, is provided. Help Desk Support is provided on
weekdays between 8:00 AM and 5:00 PM. local time. Three-business day
response time is provided for Alaska areas outside of Anchorage and for
Hawaiian Islands outside of Oahu and remote areas in the United States and
Are Extended Warranties available?
YES! Extended Warranties through 5 years are
available. These extended warranties provide On-Site support, as well as
Help Desk and Software Support.
What are the 36 Month On-Site Warranty Upgrades?
|There is a 36 month On-Site Warranty Upgrade available for all
current scanner models for all U.S. (including Alaska and Hawaii). This warranty upgrade includes access to the
GTCO CalComp Corp.
HELP DESK for both hardware and software support, and is designed to
extend the NEW and included 24-month on-site warranty for an additional 12 months, thereby providing
36 months of on-site protection. (Contact your
Distributor for remote location/zone prices.) If upgrade is purchased at
time of scanner purchase no inspection is required. Purchase after that date will require
GTCO CalComp Corp.
How do I purchase the 36 month on-site Warranty Upgrades?
|Call us at ScanTastik at 1-800-977-4935.
|Can I buy longer
than 36 month coverage ?
Yes! Additional years starting at month 37 may be
purchased from your Distributor.
ordering Extended On-Site Warranty coverage on a scanner not currently
covered by an GTCO CalComp Corp. on-site warranty, a pre-unit inspection service
call, by a trained GTCO CalComp Corp. Service Technician, is necessary to qualify the
scanner. The time-and-material inspection fee will be waived if the unit
is in acceptable operating condition AND an Extended Warranty Service Plan
is purchased at the time of the inspection service call.
warranty coverage is purchased at time of scanner purchase or within 1
year after receipt of the scanner, no inspection is required. Purchase
after that date will require GTCO CalComp Corp. inspection.
What happens if I need service after the initial 24 months on- site
coverage expires and before the expiration of the Standard Warranty
period, and I did not purchase the 36-month Warranty Upgrade?
has the option to either return the scanner to depot for repair, or elect
to pay GTCO CalComp Corp. for their labor to repair the scanner on-site. If the
end-user decides to pay GTCO CalComp Corp. to come on-site, then Calcomp will replace
all covered parts at “no charge” during the standard warranty period.
Calcomp must approve all returns, IN ADVANCE, through the issuance of a
Return Material Authorization, specifically from Calcomp.
How do I order Installation Services or On-Site Software Training?
GTCO CalComp Corp. Support
services may be ordered from your Distributor. You will be asked to
provide detailed information including installation address and location
of scanner, contact name and phone number, scanner model and serial
number, requested installation or service date and time.
Is it possible to obtain support for an “out-of-warranty” product?
Yes! Time & Material rates and pricing is available from GTCO CalComp
GTCO CalComp Corp.’s Help Desk Support is available, via approved credit card, at the
current rates. These
services may be purchased directly from GTCO CalComp Corp.. (Rates subject to change