What to Do When Your Card Printer is Broken?

When your card printer is broken, it can be frustrating, but there are several steps you can take to address the issue and get it back up and running. Before sending it in for a service, here's a step-by-step guide to help you troubleshoot and resolve the problem:

1. Identify the issue: Assess the nature of the problem. Is the printer not turning on, printing distorted cards, jamming frequently, or displaying error messages? Identifying the specific issue will help you determine the appropriate course of action.
2. Troubleshooting: Ensure the printer is connected to a power source and turned on. Verify that the printer's cables are securely connected to your computer or network. Ensure an adequate supply of compatible printing materials (cards, ribbons, etc.).
3. Review the User Manual or View Support Videos:
   Consult the printer's user manual for troubleshooting tips and error code explanations. The manual often provides step-by-step instructions for addressing common issues. If this does not help, please view our Youtube channel that fits your issue. 
4. Restart the Printer: A simple restart can sometimes resolve minor issues. Turn off the printer, unplug it from the power source, wait a few minutes, and then plug it back in and power it on.
5. Perform Firmware/Driver Update: Check if any firmware updates or driver updates are available for your printer model. Please visit the necessary website for this information. Updating the printer's software can sometimes resolve issues and improve its performance. 
6. Clean the Printer: Dust and debris can cause problems with the card printer's functionality. Remove the ribbon from the printer, close the printer cover and use a cleaning card. Next, clean the printhead. Ensure you turn off the printer and unplug it before cleaning the printhead. 
7. Check Supplies: Verify that the correct supplies (e.g., ribbons, cards) are compatible with your printer model. Using incompatible supplies can lead to issues.

Lastly, if everything is not working, please feel free to contact support: Reach out to our customer support team. They can help you diagnose the problem over the phone or via email. Note the error messages the printer displays to provide accurate information to the support team.

If your printer falls within the warranty period, we can assist with a fee for repairs based on what your printer needs. We will send the information to your business.

Send it to us.

If you have tried all of the above and you’re still not coming right. Please contact us on 011 487 1536 or the sales rep you dealt with and send your card printer for repairs. 

It's often best to seek professional assistance if you're not confident fixing the issue yourself. We are here to help. 

Please follow the steps below before sending it through.

1. Contact Support: Reach out to our customer support team. Make sure you tell the sales rep or staff member what is wrong with the card printer before you send it to us. Let us know if you will drop it off or if we must collect it. We will include a delivery fee for this.
2. Review Warranty and Service Policies: Check the warranty status of your printer. If it is still under warranty, we can repair it. Be aware of any service policies and potential costs for out-of-warranty repairs. We do charge a service fee. However, this will be sent to you. 
3. Securely Package the Printer: If you need to send the printer in for repairs, package it securely with appropriate padding to avoid damage during transit. Include a printed note describing the issues you are facing. Please send it back with the cables and a ribbon inside. 
4. Printer repaired: Our technician will fix your issues and return it to you after being repaired. 

We trust that this will be a smooth process that is aimed at ensuring that you get the best possible customer service. We are excited to keep working with you! 😊

Terms & Conditions of Card Printing Maintenance 

There are a few terms that we have to adhere to, so please have a look at them. 

1. Limited Warranty: The card printer is covered by a limited warranty (2-4 years), which guarantees that it will be free from defects in materials and workmanship for a specified period from the date of purchase. The company reserves the right to repair or replace any defective parts at its discretion during the warranty period.

2. Exclusions: The warranty does not cover damages caused by misuse, negligence, unauthorised repairs, or alterations to the card printer. Consumable items such as ribbons and cards are not covered under warranty.

3. Cleaning: All cleaning cycles need to be adhered to. Please make sure you clean your printer after every ribbon change. 

4. Support and Service: The company will provide technical support and assistance to customers during the warranty period through Youtube Support Videos. 

5. Training: If training is required, we will send a technician for a charge. This includes travel costs to and from Card Monster (18 St Johns Rd, Houghton Estate) and R850 per hour on training for the Customer.
   

6. User Responsibility: Customers are responsible for properly maintaining the card printer, using it according to instructions, and ensuring it is used only with compatible and approved supplies.

7. Liability Limitation: The company shall not be liable for any direct, indirect, incidental, or consequential damages arising from the use of the card printer, including but not limited to loss of data, loss of revenue, or loss of business opportunities.

8. Shipping and Risk of Loss: Customers are responsible for shipping the card printer to the company's designated service centre for repairs. The customer bears the risk of loss or damage during transit.

Why should card printers be maintained & fixed regularly? 

For several reasons, maintaining and regularly fixing card printers is essential for your business.

Consistent Quality Output

Regular maintenance ensures that the printer produces high-quality and consistent card prints. Dust, debris, and worn-out components can lead to poor print quality, faded images, or damaged card printing. The customer's responsible for cleaning the machine after every 500 prints, after each ribbon change, or following any printer repairs, including printhead changes. Failure to adhere to these cleaning requirements may result in the customer being responsible for associated service costs and costly printer repairs.

Extended Lifespan

Proper maintenance and timely repairs can significantly extend the lifespan of a card printer. Preventive maintenance helps avoid major breakdowns that could lead to costly repairs or the need for a replacement. Card printers can have a lifetime value of 4-8 years, depending on the card printer and how well you look after and repair it. Therefore, constantly repairing and looking after your card printer will save you money in the long run.

Reduced Downtime

When a card printer breaks down, it can disrupt operations and lead to downtime. Regular maintenance minimises the risk of unexpected breakdowns and keeps the printer operational when needed. This can ensure that your cards are produced without fail.

Cost Savings

Addressing minor issues through regular maintenance is generally more cost-effective than waiting for major problems to occur. Preventing issues before they escalate can save money on repairs, replacement parts, and downtime-related losses. You would rather clean your card printer than pay for a costly printhead replacement which will cost you thousands more.

Optimal Performance

A well-maintained printer operates at its optimal performance level. This means faster printing speeds, fewer errors, and a smoother printing process. Card printers run optimally when they are cleaned regularly. Without cleaning, you will not have unnecessary lines on the cards or any specks, blotches or damage from printing. Keep your cards looking professional and pristine with consistent printer maintenance.

Prevention of Breakdowns

Components within a printer can wear out over time due to usage and environmental factors. Routine maintenance identifies these wear-and-tear issues early, allowing you to replace or repair parts before they cause a complete breakdown.

Customer Satisfaction

If you're using card printers to produce cards for customers, maintaining high-quality output is essential for customer satisfaction. Well-printed and properly functioning cards reflect positively on your business. If you print cards for employees, have a card representing your brand and a team that feels like a part of the company. This is a win-win situation.

Reliable Performance

Businesses rely on card printers for various applications, such as ID cards, access cards, loyalty cards, and more. Regular maintenance ensures that the printer is ready to perform its intended tasks reliably and consistently. To effectively maintain and fix card printers, it's important to follow the manufacturer's guidelines, perform routine cleaning, replace worn-out parts, and address issues as soon as they arise. Scheduled maintenance can be planned to fit your printing volume and usage patterns. Additionally, training staff on proper printer usage and maintenance can contribute to the overall longevity and effectiveness of the equipment.