Diagraph | Repairs
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Home »  Service Parts & Inks » Repairs

Repairs

Diagraph Marking & Coding offers on-site and in-house repair services for a wide variety of equipment including Diagraph high resolution inkjet, large character inkjet, Linx small character continuous inkjet, and various automated labeling systems.

On-Site Equipment Repair

Diagraph’s team of Field Service Technicians cover our customers coast-to-coast. Whether you need a site survey, installation, troubleshooting, maintenance, or repairs, our dedicated technicians are ready to be dispatched to your location. We always recommend on-site repairs because of the additional value our experts bring. Our technicians can be called upon to review your application and make recommendations for decreasing your cost of operations through preventative maintenance or revisions in how the equipment is used, maintained, or operated.

To schedule a technician on-site at your facility, please call us at 1.800.722.1125 or email us at [email protected].

In-House Equipment Repairs

Although scheduling a technician on-site is the fastest and most convenient way to repair your equipment, Diagraph also maintains in-house resources to repair equipment sent to our facility in St. Charles, MO including:

  • Automated labeling equipment - Sato print engines S84ex, S86ex and ZE 500 
  • Large character inkjet (LCIJ) equipment - Provide model number and serial number of your equipment when calling in for repairs

All questions or requests for in-house equipment repairs can be directed to 1.800.722.1125 or [email protected].

Printhead Cleaning and Exchange Programs

Diagraph helps you extend the useful life of your printheads by providing lifetime care through Printhead Cleaning and Exchange Programs. These programs are available for both Diagraph large character integrated valve (IV) printheads and Diagraph Trident high resolution printheads. For more information on these value priced programs, contact Diagraph Customer Service at 1.800.722.1125.

TTO Flat Rate Repair Program

We believe that prevention is the best form of protection for coding and labeling equipment. This is why Diagraph offers a Flat Rate Repair Program for thermal transfer overprinters (TTO). When you send in your printer for repair, we will overhaul your system to fix what is causing your issue now and get out ahead of the likely issues to spring up next based on the overall health and life of your printer. This program is best utilized on a preventive maintenance schedule before you have a problem, but can be applied in repair situations. All this work, including parts and labor, is covered by one low, flat rate.

Service Programs

We believe in a proactive approach to service interventions with the customer in the driver seat, directing planned maintenance around their production schedule. Save time and money while keeping your equipment and production up and running. Check out this chart to see which service option is best for your organization.

Diagraph has designed service programs to match the skill level of your maintenance team, giving you the flexibility to choose your preferred level of support from DIY to never-lift-a-finger:

  • Quick Start - The first year during the adoption of new equipment is critical. This package is exclusive to new marking and coding equipment owners to ensure their success with access to Diagraph's essential services in the first year of ownership.
  • Preventative Maintenance Agreements - Purchase routine maintenance and servicing that is required throughout the year to have peace of mind that you have a plan in place for when your equipment is approaching its time of servicing.
  • Customized Services Contracts - We know what the common wear parts are for your kind of application. You have an expectation for how much routine maintenance will be required on-site in your unique manufacturing environment. Custom contracts give you the flexibility to pre-buy a specified number of service hours and protect yourself against unexpected issues - when bundled together, you save money on parts and labor.
  • Warranty Plus - An experienced Diagraph equipment owner has the know-how to perform day-to-day maintenance on their coders but experience more security with a back-up plan in place. Our Warranty Plus program covers extended parts and warranty with repair parts and service coverage to go beyond basic maintenance functions.
  • Premier Service Program - We like to call our Premier Service Program our "Predictability Plan." It is designed to deliver predictable on-going service and maintenance costs even when you are faced with worst-case scenarios. In the event of something unexpected, we stand behind our hassle-free guarantee. All repair costs, including parts and labor, are covered by the Premier Service Program. This program package is available in 3-, 4-, and 5-year terms.
  • Break-fix Repair Program - Don't want to be tied down to a contract program? Take advantage of our repairs and servicing on an ad-hoc basis. When you need us, we're just a call or a click away

Interested in receiving more details about which service plans your operation qualifies for? Give us a call at 1.800.722.1125 or e-mail us at [email protected] to understand your options. Damage caused by mishandling equipment outside of recommended operational guidelines may not be covered by these service agreements.

 

On-Site Repair Return Instructions

Repairs will be completed on a time-and-material basis and roundtrip freight will be paid by the customer.

Follow these easy steps to complete your repair return:

  1. Request a Return Materials Authorization (RMA) by contacting the Service Repair Center either by phone 1.800.722.1125 or e-mail at [email protected].
  2. Pack equipment into proper shipping container, following all needed procedures as well as all applicable laws and regulations.
  3. Include the RMA number on the attention line of the label and ship the container to Diagraph, 1 Research Park Drive, St. Charles, MO 63304-5685, USA

The customer is responsible for shipping and insuring equipment to and from the Diagraph Service Repair Center. Diagraph does not provide equipment to the customer while the customer's equipment is being repaired unless explicitly stated by a pre-arranged agreement with Diagraph.