On-Site Service

Service Response

Request technical support or equipment repair by calling 717.939.2700. Please have your equipment ID ready (located on the Neopost Priority Systems service label affixed to your system) when calling. All customer service calls are answered locally in our Middletown, PA headquarters facility.

We do not utilize an automated phone directory that forces callers to press multiple numbers to reach the right operator. Your call will be immediately transferred to our on-site service support team.

 


Neopost Priority Systems offers several levels of customer support which include:

  • Complete equipment maintenance coverage On-Site
  • Per call On-Site
  • Telephone technical support

What you can expect when you call for service:

  • Your call is logged and immediately transferred to our internal Help-Desk where a qualified technician will review your request and call you back within 30 minutes. In many cases, he or she will be able to successfully troubleshoot problems over the phone, saving you valuable time.
  • If unable to be solved over the phone, your call will be forwarded to a qualified technician’s wireless device. Our service personnel are equipped with Apple™ iPad handheld devices that enable them to instantly view full details on your situation.
  • If you are a Maintenance Contract customer with a down machine, a technician will physically arrive at your location within 4 business hours of your original call.
  • If non-inventoried parts are required, our technician can place the order directly from their handheld at your location. Replacement parts are expressed to Neopost Priority Systems for immediate follow up work
  • If we are unable to restore full functionality to your Neopost Priority Systems product within 24 hours of our original arrival and you are under a maintenance contract, we will be happy to furnish your organization with a loaner of the same or similar product. If you’re behind schedule on a mailing project, we can also provide you with full access to one of our demonstration models inventoried at our offices

A Neopost Priority Systems service contract guarantees our customers a 4-hour maximum, on-site response time. This is more than just an objective – it’s a commitment we put it in writing on the maintenance agreement itself.

All Neopost Priority Systems field technicians are factory certified by our manufacturers. Neopost Priority Systems backs all repair work performed with a 30-day no-repeat-call warranty.