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Service without compromise

Service is the cornerstone of everything we do at Franking Sense and our commitment to you, our customer, is to provide ‘service without compromise.‘

Franking Sense service KPIs

We will ensure your equipment meets your initial objectives and provides outstanding value over many years. What’s more our UK based specialist Service Support Centre and nationwide field-based support technicians are always ready to assist you.

We continually reinvest our revenues in developing our nationwide service offer to ensure our relationship with you will stand the test of time. We do not believe our work is done once you’ve bought your product from us.

The key areas of our service commitment to you are:

Warranty

All products are supplied with a 12 month warranty. This product guarantee protects any NFS supplied product against any failure or defect for the first 12 months from the installation date. If a product does not work to specification or develops a fault that cannot be repaired then it is replaced under the terms of this warranty.

Getting it right from the outset

Unlike some companies, we don’t expect you to open the box and go it alone! Our trained field-based service technicians will deliver and install your franking machine, printer, folder or copier and then provide complete on-site training, leaving only when you feel confident to use your equipment yourself.

Availability

Should you have any questions about using your equipment or if something goes wrong, our dedicated UK-based Service Support Centre team is just a phone call away and they will be happy to assist with any query or problem, however big or small.

All initial fault reporting is logged and then, through either remote diagnostics or technical support, an immediate solution is always sought. We can often resolve operational issues over the phone. However, if a fault requires attendance at site from a technician, it is scheduled in with you and an ETA is provided, within the agreed SLA.

Response time

Field calls are allocated using our in-house developed Momote “field software” solution that securely transfers all field work directly to the secure tablet device of one of our technicians’ prior to the start of the day and during the day when appropriate. We will always do our best to accommodate any specific time request you may have. Field technicians have access to all relevant material required for the activity including technical manuals, parts orders/lists, any site access issues or restrictions and customer special requests.

We aim to have a field-based technician with you within one business day, wherever you are in the UK. In fact our average response time from receiving a service call to a field technician arriving on-site in 2014 was 6.5hrs. This is based on our standard lo-cost 8 hour SLA. 4 hour service plans are also available.

Expertise

Our field-based technicians are highly skilled and authorised and accredited to service and support all Neopost and Pitney Bowes equipment. We can fix most technical problems on the first visit and are proud to boast a first-time fix rate approaching 90%.