Dot Matrix Printers
   High Speed Dot Matrix Printers
   Laser Printer
   Line Matrix Printer
   Retail Billing Printer
   Retail POS Printer
   Consumables & Print Head

Customer Support

 At WeP we take great pride in our products and at the same time are highly passionate about our customers. Once you are a WeP customer, it is our endeavour to satisfy your needs in the best possible manner to build a long and mutually rewarding relationship. Our support head quarters consists of technical experts and central warehouse is in Mysore, our support is headed by a National customer support manager in Mysore, zonal managers in key metros, and regional product specialists in more than 15 locations. We run and improve our operations through continuous tracking of calls and there are well laid down IT systems and escalation mechanisms defined to track calls.We measure our performance internally and continuously benchmark with best in class services across industries.

 We have established the following channels for providing effective support to all our customers:

A. Centralised Call Centre:
A customer of WeP can call our centralised call centre on a toll free number 1-800-4256-446 anytime between 8 AM to 8 PM on all days of the week (except public holidays) for requesting service or seeking technical clarifications. Alternately, the customer can also send an SMS to our centralised number 9980048000 with a request so that our call centre executive can call back and address their needs. Call centre can also be accessed through mails.

B. Active and Powerful Website:
WeP has established a Web 2.0 website where the customers can get all required information about the products and services; interact with WeP executives for clarification, support and give feedback on their experience with products and services. We value every feedback of our customers and take actions to improve overall customer satisfaction. What is more, the customers can register themselves as users and have timely and transparent interface with WeP on any of their requirements – be it Service Request or Technical Clarification or Warranty Extension or Sharing their experience with other fellow customers. Customers can at any time login to see the status of any of their requests as well as historical data of all such requests made to WeP.

C. Authorised Service Centres Across India:
WeP has established Authorised Service Centres (ASPs) across India to provide local support for WeP products. There are over 200 ASPs across 130+ cities / towns with over 1000 service engineers providing service ensuring customers’ business continuity. The ASP personnel are trained & qualified by WeP Technical experts and their performance being monitored periodically to ensure quality service to customers. These ASPs are trained in various categories of products for providing specialised services to customers. The customers can get in touch with any of the ASPs for services as required by them. For locating the ASPs near to the customers, an interactive map based application is provided in our website with complete details of the ASPs.

Service Types:
We provide a multitude of support to customers to ensure that they make full use of their products during its lifetime.

Installation:
Customers are required to contact the Dealer from whom they have bought the WeP products for installation support as per the terms of their purchase. WeP provides support to these Dealers through the network of Product Specialists at Regional Offices and ASPs across the country.

Warranty Support:
WeP provides standard 1 year warranty against manufacturing defects for all products supplied, unless otherwise mentioned separately in the product section. In case the customers have different warranty terms negotiated with their suppliers, they need to contact them for services beyond the normal warranty period defined.

Note:
Any failure arising out of improper site conditions & improper usage as inhibited in the reference manual, damages due to environmental hazards including fire, earthquakes, riots etc., are not covered under warranty.

During the warranty period, WeP undertakes to repair the product and get them ready for use as quickly as possible. WeP will repair or replace the defective parts, as appropriate, free of charge.
Onsite Warranty Support Upon contacting WeP with a service request, a Service Executive from the assigned ASC would visit the customer location for service / support for the following product categories:
WEP & Printronix brand Line Matrix Printers; Passbook Printers; WeP High Speed Dot Matrix Printers (>500 CPS); Dot Matrix Printers (except 80 & 40 columns); Laser Printers (>16PPM & Colour)
Carry-in Warranty Support Upon contacting WeP with a service request, the customer will be requested to carry-in the product to a nearby ASC for getting service / support for the following product categories:
Dot Matrix Printers (80 & 40 columns); Lasers (Upto 16 PPM &Mono); Scanners











Specialist Help:
In case the customer or user require any technical inputs, clarifications and tips for making best use of their products, they can contact WeP. Customers can submit their Query upon login to our website. Customers can expect reply from Technical experts within reasonable time frame and the status of such requests can also be tracked online anytime.

Post-Warranty Support:
It is recommended that the customers extend warranty for their products upon requesting and paying for additional years of support. This will enable the customers and their users to have smooth run with their products during its life time. Customers can login and submit requests for warranty extension for their products.
However, the customers can also get post-warranty repair support from WeP and ASPs, just like warranty support, by paying appropriate charges for part repair / replacements and repair services.

Genuine Consumables:
WeP recommends usage of genuine consumables for making best use of their products throughout their life-time. Customers are requested contact the nearest Dealers or ASPs for WeP recommended consumables.

Note:Use of non-recommended consumables may affect the product performance apart from shortening the product life.