Hardware Serive
Cornerstone is proud of our ability to provide fast and efficient on-site repair to your printer, fax, copier or scanner. Regardless of the brand, we can provide a solution to return your device to service quickly and economically.
Our easy to contact call centre will be answered by a real person in Sydney. We provide helpful, honest and knowledgeable support in one place for all your service needs anywhere in Australia.
We will keep you up to date with the progress of each service call and can provide loan devices to keep you printing, if required.
Our fixed fee ensures you understand the exact price you will be charged for labour before we attend. Our spare parts are competitively priced and come with a guarantee of quality.
Our comprehensive Customer Satisfaction programme keeps us in touch with our customer feedback. Our independent surveyor may telephone you after your service call requesting some feedback. All feedback is analysed and communicated to all our people allowing us to learn and continually delivery what our customers expect.
Our Service Promise
Our Customer Commitment Statement defines what our customers should expect from us each and every time we interact. The team at Cornerstone are absolutely committed to delivering this to our customers.
Our People
- We are friendly, helpful, honest and professional to our customers, suppliers and staff
- We listen to what our customer’s need, and confirm our understanding of those needs.
- Our Service Engineers are highly skilled, knowledgeable and trained on the products we service. We maintain excellent relationships with the device manufacturers to ensure we stay abreast of the latest technical and service information.
- Our staff are committed to the complete satisfaction of our customers, each and every time we interact.
Our Products & Services
- We provide our customers a choice of services and service levels that fulfil our customer’s needs at competitive prices without compromising quality or reliability.
- We offer innovative services that assist our customers in reducing the time and costs spent on managing their print devices. Services like our Business Express and City Express services are examples of industry leading innovation.
- Every service call has a Service Level Agreement (SLA). Our standard service level is Next Business Day Onsite. We also provide higher SLA’s that range from faster response times, through to guaranteed fix times.
Our Service Delivery
- We aim to deliver the agreed service level On time 1st time, Every time, which is fully supported by our service guarantee.
- We provide a service time commitment and service status updates to ensure our customers are always in touch with the progress of their service.
- All service requests are reviewed by trained senior technical staff to prevent unnecessary delays and in many cases can have our customers printing again without the need for a site visit.
- Our Engineers seek a clear understanding of the device fault with the customer prior to commencing the service repairs. The device is repaired as cost effectively as possible while still maintaining the highest level of quality and reliability.
- Each service includes an offline and online test to verify the repairs have been successfully completed. Following this, each device is cleaned, paper trays filled and the device fully checked to identify if there are any other potential issues that may affect the device’s future reliability.
- After completing the service, our Engineers demonstrate the device functioning correctly and explain the nature of the repairs, what parts were replaced and why, along with any recommendations relating to the devices future reliability.
- When the customer is completely satisfied with the service, the Engineer will provide and explain the statement of service charges and answer any further questions.
Our Guarantee
- We guarantee our services. Our guarantee is absolute, unconditional and financial. If we do not deliver the SLA we have agreed to, we provide the cost of the SLA, free of charge.
- We guarantee the quality of our service for 90 days. This includes the parts and labour used in the service. This means if your device fails again with the same fault within 90 days, we replace the faulty part/s used and provide the labour – free of charge. If additional parts are required, these may be charged as they were not supplied in the original service.
- If you have any comments with any aspect of our services, please call our General Manager Client Services, Dean Yates on 1300 307 757.