Equipment Repair Programs

Copiers

Although all vendors offer service/maintenance agreements for copiers, the University utilizes an insurance underwriting program to minimize costs. The program streamlines the process assciated with servicing the various copiers located throughout the University. Specialty Underwriters, LLC is the company that the University has contracted with to coordinate repairs, preventative maintenance, and supplies that are needed. Copiers covered under this contract will have an identifying blue tag on the machine with a six-digit tag identification number. This tag will also have the 800 number to call for repairs through Specialty Underwriters Call Center - Teleserve. When calling for service, the following information will be requested by the dispatcher:

Contact Name
Contact Phone Number
Tag Number of Equipment
Description of the Problem
Account Name (Rosalind Franklin University)
Department Location (Building, Room Number)

After you have called Specialty Underwriters' Call Center (Teleserve) the dispatcher will then immediately call the vendor that services your equipment and will provide the following:

Specialty Underwriter's PO number for authorization
Description of the Problem
Contact Information at Rosalind Franklin University

The vendor will then call the contact at the University with an estimated time of service.

For a printable version of the procedure, click here. If your printer is still covered under the first year baseline service agreement through the vendor, please call them directly for service and supplies.

If you have any questions or for further information regarding what is covered, please contact Genelle Justin in Purchasing at genelle.justin@rosalindfranklin.edu, or call ext. 3256.

Printer Repairs
The Purchasing Department and the Information Technology Services (ITS) Department have created the following printer repair process to assist you when experiencing problems with your desktop printer. Adhering to this process will ensure repairs are completed in an expeditious manner, and that the costs associated with printer repairs are minimized.

Call the ITS Help Desk at ext. 8800 and log a Help Desk ticket.
The Help Desk technician will determine if the defective unit can be repaired inhouse, or if the unit is covered by a manufacturer's warranty. If ITS can repair the defective unit, they will do so. It not:
ITS will provide the end user a Help Desk ticket number.
The end user will contact the University's preferred vendor for printer repairs (Elite Printer Solutions - (630) 246-0388). The end user must provide Elite Printer Solutions their ITS Help Desk ticket number or they will not accept or initiate the repair request. If the end user elects to contact an alternate vendor, their department is responsible for payment of the invoice.
Elite Printer Solutions will contact the end user to schedule a time to come out and evaluate the repair(s) required.
Upon evalution, Elite Printer Solutions will provide the Purchasing Department a cost-of-repair estimate before any work begins.
If the repair is cost effective, Purchasing will confirm with the end user and authorize Elite Printer Solutions to perform the repair(s).
Elite Printer Solutions will email the invoice for the repair to Purchasing for payment.
Purchasing will contact the ITS Help Desk to close the outstanding ticket.