How do I get someone to repair my machine?
You have (3) choices!
Why do I need to buy Toner & Supplies
from VanDyke, Inc.?
By buying your Equipment Supplies from VanDyke, Inc. you are ensured of the quality of the products you are purchasing and using. VanDyke, Inc. will only supply you with the Original Equipment Manufacturer’s recommended Supplies (NO Generics). The use of unauthorized supplies can damage, reduce the quality, or shorten the useful life of the equipment.
Imagine all your business equipment being like COMPUTERS, “Garbage in – Garbage Out”
Companies spend Thousands of Dollars to improve or update their office equipment, each year. Why damage such an investment, by using inappropriate supplies. Evaluate the documents your sending to your customers, are they professional and of high quality, if not, it’s only a reflection of your company.
Also, most service companies like VanDyke, Inc. will not be able to guarantee the reliability of equipment when Third Party Supplies are being used.
Buying your equipment supplies from an Authorized Equipment Dealer, usually is less expensive, considering the Quality you expect, the longevity of the machine, and the Piece of Mind, you will receive.
If you would like to verify that the Supplies you are using are genuine, here's how! Go to: www.copier.toshiba.com, then select SUPPORT, then select DEALER LOCATE, then enter the ZIP CODE of your supplier. If the SUPPLIERS name is listed, then you can be somewhat sure you are using Genuine Toshiba Supplies.
Why does my fax machine, not automatically
receive faxes?
The first thing to check, make sure your Auto Receive Feature is turned on. On small Fax Machines this is usually a button on the front console, on larger machines this is usually setup in the function settings. For a better explanation refer to the Operators Manual.
How can my paper cause Paper Jams in my Copier?
This is both a tough and easy question to answer, first of all let’s consider the copier: A copier is a manufactured electro-mechanical device, designed to operate within certain specifications. A manufacturer will determine through testing the best paper weights and grains to use in their copiers. These paper specifications can usually be found in the Operators Manual or Brochure.
This does not mean, that what’s specified is your only choice. This means, the farther you venture away from the manufacturers recommendation, the more problems you will experience. Also remember, the faster a copier is, the faster it must move paper inside itself, so the closer you stay to the recommended paper the fewer Paper Jams and higher quality you will realize.
Now let’s talk paper. The bottom line is, there are to many choices available. It’s human nature to think, paper is paper, and it doesn’t matter. Think of it this way, if paper is paper, and it doesn’t matter, then why do paper manufacturers specifically label the packages of paper, such as: laser paper, multi-purpose paper, duplicating paper, card stock, cotton blend, 20 lb., 22 lb., etc. All paper is manufactured for a general purpose and some brands of paper may work great in your machine but not work well in another.
The price you pay for paper is important, never buy the cheapest or highest priced paper unless you absolutely know it performs as you intended. For instance, if you buy the cheapest paper and it creates jams, how much is it costing you in employee time, wasted paper and machine reliability, usually cheap paper ends up costing more overall.
My Copier seems to use a lot of Toner, WHY?
There are a lot of reasons this could be happening, let’s explore the common ones.
If you are experiencing low toner yields on your Copier because of your originals, then you are also experiencing the same low toner yields on your Fax Machines and Laser Printers for the same reason.
Proper equipment maintenance is the key to the optimum performance and longevity of any business equipment. A business equipment provider that does not routinely perform Preventative Maintenance as part of their Service Agreements should be avoided, because it only costs you in the end.
Insist on Preventative Maintenance!!!
I have a service contract on my Copier, why do
I have a Copy Meter Charge?
To keep Copier Service Agreements competitively priced.
Imagine, that every company, that had a particular Model Copier paid the same price for an Annual Service Agreement [with no copy meter charge adjustments].
Here’s what would happen!
All companies regardless of the number of copies being made would pay the same price. Now, if you’re the company making 10 times the number of copies as everyone else, then this would be an awesome deal, because your company would require 10 times more service and 10 times more parts, than your counter-parts with equivalent copiers. And your counter-parts would be automatically paying part of your overall maintenance cost. Is this really fair?
Now let’s add Copy Meter Charges to the formula.
By having Copy Meter Charges, things become equal among copier customers, now you pay based on your individual usage, not on what some company 100 miles away is using. More fair, don’t you agree?
Overall: Copier Service Agreements with Meter Charges can be more competitively price, when copiers are considered as individual units, instead of a combined sum of units. The lower the anticipated monthly usage, the lower the overall Annual Service Agreement Cost.
Overall: Copy Meter Charges keep all Copier Service Agreements Fairly Priced.
The Wrenchman [man holding a wrench] light
is on. What does this mean and what should I do?
The wrench symbol or the call for service message means that a critical fault has occurred in your machine and requires the assistance of a service technician. You should simultaneously press and hold down the clear/stop and the #8 keys and in the display will be the alpha-numeric code. Report this Code when requesting service, this will give the Technician advance knowledge of you equipment problem, speeding them to a faster solution to your problem.
Note: If the wrench man is "yellow," the Copier is simply calling for routine maintenance. If the wrenchman is "red," then a service call is required.
The
“Empty Waste Toner” light is on, what does this mean?
This light means that your waste toner bottle is full and needs to be replaced, Please consult your owners manual for directions, and remember to order replacement waste toner containers while order toner.
Is it really necessary to install a new toner
bag each time?
It is a very good idea to replace the bag when full, this will help the machine to stay cleaner. Less toner on the inner surfaces of the copier means better copy quality.
What is the best method to clean the glass?
If your machine does NOT have a document feeder it is fine to clean your glass with Windex or another glass cleaner, being careful to avoid spilling any on the control panel. If the machine has a document feeder, this is not a good idea, due to static being developed during paper travel, the glass needs to be cleaned with a lubricating cleaner such as BRILLIANIZE or lubricated with silicon oil afterwards.
Note: The above response, does not apply with the new "Beltless Document Feeder" being found on Toshiba"s eSTUDIO Series Copier/Printers.
What is the “Energy Star” feature, and what
are the best limits to set it?
The energy star feature helps to save energy by placing the machine in standby mode or shutting off the machine during periods of non-use. It is best to leave these features on to some extent to save energy and to save wear on the machine. But it is up to the customer to decide what is the best time to have these features engage.
What should I do when the copier shows a jam but I can’t find one?
Consult the owners manual to remove a jam from the copier, sometimes it is necessary to open the jam doors on the copier even though there is no paper there to reset logic on the copier. This is part of the machine’s programming.
What does it mean when the “PM” light
is on?
The PM light indicates the machine is in need of routine maintenance, such as an oil change in your car. This will not shut your machine down, it is just a warning to notify you that service will soon be required.
You hear a lot about electrical surge protectors,
do I need one?
They are a good idea for any sensitive electrical device. We recommend their use and require their use on any Digital Equipment maintained by a Service Agreement.
I have a small office, how much space do
I need for my copier?
Your owners manual will tell you how much room to leave for your copier, some space is required to help the air flow throughout the copier. Additional space will also simplify the servicing of your machine.
Can my copier be connected to print, as a
printer from my computer?
If you purchased a digital copier and the optional connectivity accessory you should be able to connect your copier to your network or local computer. On average more than 8 out of 10 copiers installed by VanDyke, Inc. are connected. Connecting your copier not only gives you a high speed laser printer, it's also less expensive than the typical laser printer.
Can I copy a transparency without any trouble?
If the transparency is rated for use in a plain paper copier and your machine is in good condition you should be able to copy transparencies in your copier.
Warning: The use of the wrong type transparency, will probably damage you machine, and most company do not include this as part of the Service Agreement.
Sometimes my copier smells “HOT” does this
mean anything is wrong?
The fuser section, which fuses the toner on the paper, generally operates at about 210 degrees Celsius. Sometimes this is what you smell and you can feel the heat on the paper when it exits the machine. This is normal. If the machine over heats you will get a wrenchman and the machine will not operate.
I have a question not on this List?
If you have a service question about any equipment that you’ve obtained from VanDyke, Inc., you may email your question to: service@vandykeinc.com and we will respond within 24 Hours.
Please include as much information as possible in your email. Also include your phone number, and best time to call, just in case a better answer to your question can be given by a simple phone call.
Our Service Goal is to provide: The Most Responsive, Highest Quality and Most Reliable service available.
We would like to say Thanks, to all our customers for helping us attain, our 11th Consecutive:
National “Promaster Service Award”
Last revised: April 419, 2001