Service, Repair & Warranty - Pitney Bowes Australia

Service, Repair & Warranty

I have a fault on my equipment, how long will it take to get it fixed?

There have been a number of staff changes and I need some training for new staff on my Pitney Bowes equipment, can this be arranged?

How long will the training take?

What does my warranty cover?

How much does a service call cost?

How do I book a service call?

I have a fault on my equipment, how long will it take to get it fixed?

Where possible, we will try to address any faults over the telephone to minimise the amount of disruption and downtime caused by any difficulties. If the fault cannot be rectified over the telephone, a service technician will be dispatched to take a closer look. Charges may apply for a service technician to attend your machine.

Response time will depend on your maintenance/service plan. For further information on what your maintenance/service agreement entails please call Pitney Bowes on 13 23 63 or click here.

There have been a number of staff changes and I need some training for new staff on my Pitney Bowes equipment, can this be arranged?

Yes, this can easily be arranged. Please note that this may be a chargeable service. Please call Pitney Bowes on 13 23 63 to arrange a training session.

How long will the training take?

Initial training will take place during installation and usually takes around 1hr but may take longer, depending on the complexity of your equipment. Any additional training will be tailored to your needs, but generally will take an hour.

What does my warranty cover?

We must repair or at our option replace any new equipment supplied by us if there is any manufacturing defect in material or workmanship within 3 months of delivery. We must repair or at our option, make a replacement available to you for any second-hand or demonstration or refurbished Pitney Bowes branded goods supplied by us if there is any manufacturing defect in material or workmanship within 1 month of delivery.
You may choose to upgrade this warranty by:

Extended warranties up to 12-months
Comprehensive maintenance plan to suit your specific needs

If you have a warranty concern or issue, please call Pitney Bowes on 13 23 63 to discuss this matter further.

How much does a service call cost?

• Call out fees

Please note the following charges for a service call that is not covered under an EMA:

Minimum call out fee - $240 plus GST this covers the first hour.
$60 plus GST for every fifteen minutes after the first hour.
These charges do not include parts.

• Equipment Maintenance Agreement - EMA

Alternatively, you can enquire about a placing your equipment on an Equipment Maintenance Agreement (EMA). This is an efficient, cost-effective and worry-free way to ensure that if you have a problem* with your equipment, it is rectified under the EMA in a timely manner. All service calls placed on equipment under an EMA receive priority over non-EMA equipment.

If you accept an Equipment Maintenance Agreement within seven days of the call being completed, depending on the nature of the repair, consideration for this call to be carried out under the EMA will be given.

If you have any questions or require further information, please do not hesitate to contact the Call Centre on 13 23 63.

*Please note, the EMA excludes malicious damage and machines operating outside specifications.

How do I book a service call?

There are several ways you can log a service call:

• By Phone

Phone our National Call Centre on 13 23 63. If your equipment is not under an Equipment Maintenance Agreement then the person that calls will need to be authorised to accept the service charges. These charges are outlined on the call out fees page. When logging a call by phone you may also provide our call centre operators with a purchase order number which will allocated to the call.

• By Fax

You can send a fax to 02 9475 3415. The fax needs to contain the following information:

Serial Number of Machine

Company Name

Contact Name

Site address of equipment

Purchase order number (if applicable)

If your company does not hold an Equipment Maintenance Agreement for the equipment then the fax will need to be signed by an person who can authorise the charges and also have their full name and title.

If you do not hold a Equipment Maintenance Agreement then you can fax us a Letter of Authority to, stating your company name, contact name and title, outlining the charges. You may supply a Purchase Order number.

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