IBIS Service support
and Parts Supply - Customer feedback
Parts and service support is critical
to our customers in enabling them to achieve high production volumes.
Here is some recent feedback from some existing Smart-binder users
when asked about IBIS support:
Donovan Samuels, Pressroom Manager at Liturgical
Publications, Inc (LPi), Cromwell, CT, USA:
"We rely on our Smart-binders all year
round, but especially during our demand peaks around Christmas and
Easter. It helps that the Smart-binder is reliable, but we have
had a good experience with IBIS service engineering and the parts
department. Parts and service support is key for all LPi facilities
which is why LPi is a repeat customer of IBIS Smart-binders."
Note: LPi now have 8 IBIS Smart-binders operating at 4 different
locations in the USA
Jeff King, Facilities Supervisor at
Scantron, Columbia, PA,
USA:
"Our Smart-binders continue to perform
very well despite our demanding production schedule. The Smart-binder
is nicely constructed and reliable and we have had a good experience
with IBIS. The swift arrival of replacement parts is a key issue
for us and IBIS's parts supply is very good"
Operations Manager at large multi-national
printer (with multiple Smart-binders):
"Smart-binders are, in terms of reliability,
the best pieces of equipment we've ever had. Parts and service are
very good, but a big advantage is the high operating up-time. A
key issue for us is also ease of self-maintenance and the Smart-binder
scores very highly in this regard. This was one of the key reasons
that we chose IBIS over the competition."
Pete Brown, Customer Service Engineer
at Canon New Zealand:
"Canon New Zealand Ltd have had an IBIS
Smart-binder and MB Sheet Buffer under service contract for over
two years. During this time, we have received excellent support
and communication from IBIS for service and spare parts. The IBIS
Service team have been dedicated and responsive to our service requirements
in New Zealand and there has been nothing that has been too much
trouble for them to assist us. As an example, we had a component
failure incident late last year on the SBS-100 Sheet Buffer which
resulted in an outage for our customer. IBIS was able to supply
us a replacement part, door to door within 24 hours. This was an
outstanding response when freighting parts to New Zealand is taken
into consideration and our customer was extremely impressed. We
have also received exemplary support and feedback from analysing
log files for us to improve the customer experience regarding operating
the Smart-binder."
 This
feedback confirms that we are successfully meeting our customers'
needs for product support. It also shows why a high proportion of
users are repeat buyers with multiple Smart-binder systems installed.
We have provided a large stock of Smart-binder
spare parts to Best Graphics, our new US Distributor. This is
now further reducing our parts delivery time to our US customers.
A 24/7 IBIS 'hot line' is available for technical assistance day and
night.
For more details please Martin Reed, IBIS Director
of Customer Support.
John Cracknell, Managing Director
Mike Donovan, International Technical Sales Manager
IBIS
Bindery Systems UK
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