SW Care Support Packages
At SIGNWarehouse, we know that you’re not just looking for a product, you’re looking for a reliable partner to help you achieve your goals. That’s why we’re rolling out a new line of customer care packages that will help give you confidence and peace of mind throughout the life of your equipment.
So which plan is right for you?
Our bronze plan provides a year of email support, and troubleshooting
Our silver plan adds in an additional one year warranty and live chat
And our gold plan includes phone support and remote troubleshooting
|Self Help (Knowledge Base)||X||X||X||X|
|One Year Email Support||X||X||X|
|Additional One Year Warranty*||X||X|
|One Year Live Chat||X||X|
|One Year Phone Support||X|
|One Year Remote Troubleshooting||X|
*Some products do not qualify for an additional one year warranty due to manufacturer limits. Customer Care purchased after one year of the original purchase date are not eligible for additional warranty coverages. Talk to our sales team for more information.
Frequently asked questions
Why do I have to pay extra for product support? My other suppliers don't charge me for product support.
Because we've been serving the sign and graphics industry for over 35 years, we have more customers than anyone else in the industry. Some customers need more care than others. In order to focus our resources on the customers who need the most help or the most urgent assistance, we've restructured our support department to better provide the kind of quality and timely response you expect from SIGNWarehouse.We still offer free lifetime support via our extensive Sign College Blog and Support blog, including free unlimited access to all of our video tutorials. For more urgent assistance, a Customer Care package will deliver the kind of care you need when you need it.
I want the Gold package, but I don't want to pay it all at once. Can I make monthly payments like other programs?
We are working toward the goal of being able to offer SW Care in monthly installments. That is not an option at this time, but may be in the not-too-distant future.
What happens if my equipment breaks? How do I get it fixed?
We still offer warranty support for covered items. Fill out and submit a warranty claim. We will contact you to take care of the problem under warranty.
Can I purchase a package now and upgrade later?
Certainly. You can always upgrade to the level of Customer Care you need.
Why can't I just pay now for the support I need?
You can also pay for per incident support, but we have offered that in the past and found that there are drawbacks. Since none of us know the future, it's impossible to predict when you will need service next. So paying each time you need help is ultimately more expensive. The SW Care packages are your best value.
The MUTOH ValueJet 1324x comes with a two year warranty and I can call other suppliers anytime I want. Why should I buy a printer from you and pay more for telephone product support?
Warranties only cover hardware failures. If you have an issue with your RIP software or connectivity problem with your PC, or you just need ICC Profiles, the printer warranty doesn't help. That's why SW Care goes above and beyond your printer or cutter warranty to provide the assistance and support you need, whether it's fixing your printer on-site or helping you optimize image quality.
Where are the videos and knowledge base? Can you help me find what I need online if I can't find it?
Our Sign College and Tech Support Blogs are the best resource in the industry. They're loaded with insightful content including how-to articles, tips, and easy to follow video tutorials. We're still adding content, including over an hour of new LXI video tutorials you'll find here. If you're looking for something specific, just start at the Support Blog and use the handy search window.
What if I purchased before July 12, 2018?
Customers who purchased before July 12, 2018 are grandfathered into our silver level of Customer Care for a period of 12 months from the original purchase date excluding an additional warranty.
What if I just need to release or transfer my LXi software license?
We understand that you may not need a full one year support plan for a license transfer, so we've made it super simple. Please click here to submit a form with your license and contact information. We'll release the license from your PC so that you can reinstall it.