• Service Contracts

    Posted by Paul Stenning on July 5, 2024 at 12:02 pm

    The service contract on my Epson V7000 has just expired and to my knowledge I only have two options for renewing/replacing it.

    One supplier has told me they only offer 2 years and it’s 100% up front, so £10k. I’m happy with £5k a year but payment up front is a sticking point, on principle more than the cash flow issue. I have no trading record with this supplier other than buying a flatbed applicator from them a few years ago so not sure if that’s a factor for them.

    Has anyone else faced this on a service contract for any machine, and if so did you bite the bullet or manage to negotiate it?

    Thanks for any advice

    Paul Stenning replied 1 week, 6 days ago 6 Members · 10 Replies
  • 10 Replies
  • Hugh Potter

    Member
    July 5, 2024 at 12:17 pm

    I wouldn’t be keen on spending £10k upfront either, it should be a monthly standing order, it doesn’t need to be any more than that, and with the rate that companies are vanishing these days, I certainly wouldn’t be putting £10k into them, regardless of who they are.

    Who the heck has £10k just laying about anyway?

    • Paul Stenning

      Member
      July 5, 2024 at 12:21 pm

      my thoughts exactly! Thank you Hugh

  • Colin Crabb

    Member
    July 5, 2024 at 4:25 pm

    And I thought £2k a year was a lot of 1 year on a Latex 700w !

  • Mark Johnston

    Member
    July 5, 2024 at 9:01 pm

    £5K up front? 🤨 even if i could afford it i still wouldn’t.

  • Jamie Wood

    Member
    July 6, 2024 at 10:44 am

    We have a contract on one of our Epsons. The other one is covered by our ink contract. We have to pay the full amount up front (3K per year), but for me, it’s peace of mind. Just had both heads replaced after an electrical fault developed.

    • Paul Stenning

      Member
      July 6, 2024 at 12:49 pm

      Thanks Jamie. A year up front I’m OK with, it’s two years I have the issue with. May I ask who you’re using?

      • Jamie Wood

        Member
        July 8, 2024 at 6:08 am

        The contract is with Epson, purchased through SEDO.

  • RobertLambie

    Administrator
    July 7, 2024 at 2:13 pm

    Does the supplier give you in writing that for your upfront payment, they “guarantee” they will be onsite the “next morning” to fix your machine, all parts and labour included? And, if they cannot get a technician to you the next day, they will cover your machine downtime? “I doubt they will”.

    It is one thing demanding a fee in advance on “the chance” of something going wrong, so THEY are not out of pocket, but it must work both ways, in my opinion. Otherwise, they should charge you a monthly standing order.

    As has been said, companies go under all the time, where do you stand then?

    Also, when you purchased the machine, did they tell you once the contract expires it is £5k or £10k upfront year on year, after?

    • Jamie Wood

      Member
      July 8, 2024 at 6:10 am

      I’m not sure if they guarantee next day, but they’ve always been pretty quick when I’ve needed to get them out. I’d be happier paying monthly, but they don’t offer it.

    • Paul Stenning

      Member
      July 8, 2024 at 7:32 am

      Thanks Rob

      The company that provides the servicing (Rockwell) are just up the road from us so attendance has been quick and I’ve been happy with the service they’ve given but they don’t deal with end users direct, I have to go through a dealer. It’s the dealer demanding 2 years up front, I was aware of the cost, it’s just the two year up front issue that’s taken me by surprise.

      Thanks everyone for the feedback 🙂

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