In the interest of providing you with the best possible support, we request that you fill out the following technical support request form should you need assistance with your printer.  If for some reason you are not able to email us the form, please fax it to 561 998 9609.  Thank you.

If you do not receive a response to your support request within an hour (Mon-Fri, 8 AM thru 5 PM), please contact us via one of the following alternate methods.

NOTE:   Unfortunately, we will be unable to provide answers to any phone support inquiries which are received without  a written request for technical support

PHONE / EMAIL SUPPORT - BOCA provides free technical support via email for all printers under warranty or service contracts.  (Phone support may be provided for covered printers at BOCA's sole discretion as needed.)   Email support for non-warranty/non-contract printers is billable at $100.00 per incident.  However, BOCA may (at its sole discretion) choose to waive this fee for customers in good standing.  Phone support for non-warranty/non-contract printers will be billed at a rate of $100.00/hour for Level 1 support and $200.00/hour for Level 2 support.   Billing time will be rounded up to the nearest hour.  A valid credit card number is required for phone support payments.

PRICE SCHEDULE FOR REPAIRS

All repairs will be billed according to the following flat rate schedule. These prices assume the presence of all parts. All missing parts will be invoiced individually. The print head is excluded from the flat rate pricing and will be billed as a separate item in addition to the repair cost. (Printers under warranty or on maintenance plans are excluded from the price schedule.)

NOTE:  FGL 24/44 and FGL 26/46 are "current model" printers.  All other printers are considered to be old models
** $100.00 premium per cutter

There will be a $75.00 evaluation charge assessed on any printer returned for which we are unable to duplicate the failure. This charge will be creditable to future repair work performed on the evaluated printer.  All prices are FOB Boca Raton.

Printer return procedure

The printer should be returned to BOCA for repair (freight prepaid) in its original box and packing material.  Please enclose a completed repair form (see below) with each printer. Failure to do so will delay the repair.  Payment by credit card (visa, master card, amex) is preferred.  Payment on open account is acceptable with customers maintaining active, current account status.

Please return the printer to the following address:

PARTS ORDERS – Spare parts are provided exclusively for the purpose of replacing worn parts on existing printers.  BOCA does not support the purchase of any parts for the purpose of upgrading, converting or in any way modifying the original function of the printer.  All parts ordered for such non-replacement purposes are purchased on a non-refundable, non-returnable basis.

PRINTER UPGRADES/CONVERSIONS – BOCA suggests that all conversions be handled in the following manner.

• Send a representative printer to BOCA for analysis

• BOCA will analyze and modify the printer, if possible, in accordance with the customer’s request.

• The customer will be charged as follows for the analysis/conversion

  • Analysis only (conversion not possible) - $100.00

  • Analysis + Conversion - $500.00 plus parts

• BOCA will return the printer to the customer

• Customer will test the printer in the new environment

• Should the customer find the printer to be acceptable, they can order the replacement parts

NOTE:  The above procedure is only valid for printers with identical configurations.  Should the customer possess a number of different models needing similar conversions, the above process must be repeated for each printer model.