On-Site Service
Afinia's On-Site Service is a support option where the customer contacts Vivid Data Group first to triage and diagnose the problem.If the problem cannot be resolved over the phone/virtually.Vivid Data Group will dispatch a technician to the customer’s location at a time suitable for the customer and based on the technician’s availability. Customers can schedule one preventive maintenance visit a year for their printer. The agreement covers all non-wearable replacement parts i.e., belts, boards, motors, gears, and sensors.
Extended Warranty
Afinia's Extended Warranty is a support option that extends factory return-to-depot warranty from purchase date. This plan covers parts and labor, but not shipping or consumables. The customer can call Afinia Technical Support, if our technician has determined the issue cannot be resolved over the phone/virtually. The customer has to pay for the shipping of the device to Afinia. Once the device has been received it is then repaired by the manufacturer and sent back to the customer via FedEx ground service.
Hot Swap
Afinia's Hot Swap is a support option where the customer receives a replacement printer (new or refurbished) for 1 year if their printer is determined to have a defect. The customer needs to call Vivid Data Group Technical Support first. If Technical Support determines that the printer needs to be swapped, Afinia will send the customer their RMA information. The customer is required to pay for shipping to Afinia and sends the tracking. Once Support confirms the product has been picked up, Afinia will send a replacement product via FedEx. This option is only available under the first year of factory warranty.
