Service & Equipment Policy
Our Commitment
At Lexmark Solutions Hong Kong Limited (LSHK), we are dedicated to providing your business with stable, efficient, and cost-effective Managed Print Services (MPS). We understand that equipment reliability is critical to your operations. Therefore, we have established the following clear policies to ensure you receive a superior service experience.
1. Equipment Replacement Policy
Dead on Arrival (DOA)
In the event that a device delivered and installed by our technicians is found to have a manufacturer’s defect and is non-operational upon arrival, we pledge to replace it with a device of the same model at no additional cost.
Malfunction During Contract Period
Throughout the term of your service agreement, all equipment performance issues are fully covered by our all-inclusive monthly plan. We guarantee Next Business Day (NBD) on-site technical support. If our technical team determines that a device cannot be repaired, we will arrange for a replacement to ensure your business continuity.
2. Consumables Management Policy
Automated Dispatch
Our intelligent monitoring system automatically detects low consumable levels and arranges for timely dispatch. The cost of all consumables, including toner and imaging units, is fully included in your monthly fee.
Incorrect or Damaged Supplies
Should you receive consumables that are incompatible with your device or have been damaged during transit, please contact your dedicated account manager or our customer service team immediately. We will arrange for a complimentary replacement as soon as possible. As consumables are part of the service fee, refunds are not applicable.
3. Service Agreement Cancellation
The Nature of Our Agreement
Our Managed Print Services are based on a service agreement with a minimum term (e.g., 36 months). This structure allows us to offer a comprehensive, all-inclusive package—covering hardware, consumables, and maintenance—at a highly competitive monthly rate.
Early Termination
We understand that business needs can change. If you need to terminate the service agreement before its expiration date, please provide written notice to your account manager. The procedures and any associated costs for early termination will be handled in strict accordance with the early termination clause stipulated in the mutually signed service agreement.
Need Assistance?
If you have any questions regarding your service, equipment, or consumables, please do not hesitate to contact your account manager or our customer service team.
- Email: [email protected]
- Office Hours: Monday – Friday, 9:00 AM – 6:00 PM (excluding public holidays)