Fuji Xerox’s customer service and support cater for your needs from the time our products are delivered to your site. Our mission is to make sure that Fuji Xerox products support customers’ business requirements to the fullest.
Service Support Hours
- Our Full Service Maintenance Agreement (FSMA) customers can enjoy service coverage from 9:00am to 5:30pm from Monday to Friday, and 9:00am to 1:00pm on Saturday except public holidays
- Extended support hours can be provided at a charged and pre-arranged basis. Please contact your account manager or Customer Attention Centre on 2513-2513 for details
Hotline and Technical Helpdesk Support
- Our Customer Attention Centre (2513-2513) provides dedicated first level support to general customer enquiries during service hour coverage
- Enquiries and service requests can also be made via voice mails, facsimile, or email hkcac@hkg.fujixerox.com at anytime convenient to you
- Dedicated technical second level support provides timely, professional technical advice via telephone on issues ranging from operating tips to network connectivity enquiries
On Demand Toner Dispatch
- For better planning of toner quantity without wasting space to stock up too much toner, you can simply call our Customer Attention Centre to place your toner order request
- Upon receiving your request, toner will be delivered to your office within two working days or at a predefined date for outskirts area
- This applies to both black & white and colour products
Colour Applications Service
- A team of highly trained Customer Care Officers offer consultancy service which includes a thorough analysis of the customer's business, helping to identify and fine-tune existing applications using colour, and exploring new business applications. Compelling promotional materials design is one of the examples in their service coverage
- The objective of Colour Applications service is to help customers maximise return on their document management assets
- Existing customers can email to fx.colour@hkg.fujixerox.com for enquiry
Professional Technical Service Support
- A team of well-trained, experienced customer service engineers, technical analysts, system analysts, and document management services experts provide service support for hardware, software, and network operations
- Our technical experts are armed with more than 10 years of experience on average
- PC/network certified professional qualifications held - CCNA (Cisco Certified Network Associate), CCNP (Cisco Certified Network Professional), MCDBA (Microsoft Certified Database Administrator), MCSA (Microsoft Certified System Analyst), MCSE (Microsoft Certified System Engineer), MCP (Microsoft Certified Professional), LPI Administrator (Linux Professional Institute)
- Worldwide technical support resource is available
Strong Spare Parts and Consumables Support
- Fast response time when delivering spare parts by using dedicated service depots
- Fuji Xerox service delivery crew provide efficient access to spare parts, maximizing machine up-time
Optional Services
- Optional services such as engineer on-site standby, engineer off-site standby, customer training, short-term equipment rental, and emergency calls are available on a charged and pre-arranged basis. Please contact your account manager or Customer Attention Centre on 2513-2513 for details
