All Xerox® DocuMate® scanners come with UK telephone-based technical support. An online Knowledgebase for troubleshooting and support information is available 24/7.
Every DocuMate scanner includes a standard one-year warranty. The standard warranty protects against hardware failure due to manufacturing defects. Under this warranty, if a scanner is deemed defective by our technical support department, an exchange will be made using a return and replace process. Technical support will provide the customer with an RMA (Return Material Authorisation), the customer then sends back the defective unit and once received, a replacement unit is sent via ground shipping. The customer is responsible for covering the cost of shipping the defective unit, but shipping the replacement unit will be covered by Xerox. Warranty upgrades are available through either our Advance Exchange or On-Site Service warranties.
Advanced Exchange Warranty
Advance Exchange Warranty can be purchased for up to 3 years of continuous coverage for most DocuMate scanners and up to 5 years for select models. Advance Exchange Warranty customers receive priority phone support from senior level technicians for an unlimited number of incidents. If a scanner covered under the Advance Exchange Warranty is deemed defective by our technical support department, a replacement scanner will be shipped the same day for next business day delivery, provided the call is made before noon Local Time. When the replacement scanner has been delivered, the defective unit will be collected from the customer at the same time.
On-Site Warranty coverage is the ultimate service plan and is currently only available for the DocuMate 752, 4760, 4830, 4790 and 4799 production scanners. If a scanner covered under the On-Site Warranty is deemed defective by the Xerox technical support department a technician will bedispatched on-site Monday-Friday 09:00 – 17:30 (local time) to initiate repair either within 4 hours or 8 hours (Next business day) depending on the time of day the call was made. On-Site service can be purchased for up to 5 years of continuous coverage.
For further information regarding Xerox scanner warranty products please see Warranty Options Datasheet (PDF) link at the top of this page and/or contact your reseller or Xerox scanner sales representative Monday – Friday (except public holidays), 09:00 – 17:30 (local time) at 00 800 6989 9689 or +44 1483 608043.