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FAQ

Q: How do I place a service call?

A: We offer three different ways for our customers to place service calls at Commonwealth Technology. You can click the “Place a Service Call” button on the home page of our website – send us an email to service@ctemail.net – or call us at 800.755.5672 and press option 4 for our Customer Care Department.

Q: Where can I find my equipment ID tag?

A: Your equipment ID or “asset tag” is located on the front of your machine. Look for the white sticker with our information on it! The four or five digit number is that machines individual ID number.

Q: Where do I find the model or serial number of my machine?

A: The model is located on the front of the machine – while generally the serial number will be located on the back. If you are having trouble finding it, you can always give us a call and we’ll be glad to help.

Q: What happens once I place a service call?

A: Once your call has been entered into our system, it is placed in your service technicians que. A text message is sent to the technician and that technician is responsible for contacting you within 15 minutes to confirm he got the call and to give you an ETA of his arrival.

Q: How long does it take to get service?

A: The Commonwealth Technology Service Department guarantees a four hour response. This is from the time your call is placed until the technician walks into your business.

Q: How can I check the status of my service call?

A: To check the status of your service call you will have to contact our Customer Care Department. You can call them at 800-755-5672 or send them an email at service@ctemail.net.

Q: Do technicians carry parts?

A: Yes – our technicians carry a limited supply of parts. If the technician does not have the part needed he or she will contact our parts department. If for some reason the part has to be special ordered and isn’t kept in our parts warehouse – the technician will let you know when he expects it and will work with his manager to reduce the amount of time your machine may be out of service.

Q: Do technicians carry toner?

A: No, toner must be kept at room temperature to ensure the quality of the product. If you have an emergency need for toner, please contact our supply department.

Q: How do I place a supply order?

A: We offer three different ways for our customers to place supply orders at Commonwealth Technology. You can click the “Place a Supply Order” button on the home page of our website – send us an email to supply@ctemail.net – or call us at 800.755.5672 and press option 3 for our supply department.

Q: When should I expect my supply order?

A: Any supply order placed before 2:30 PM EST will be shipped out that day and delivered the following business day. If for some reason it cannot be shipped, such as product is on back order, the Customer Care Representative will let you know when to expect your order.

Q: Who will deliver my order?

A: We ship UPS. If your package doesn’t arrive in the specified time frame, please call our Customer Care Department. They can track your package through UPS and let you know when to expect it.

Q: What if I need my order before the next day delivery?

A: If you see that you need your order before it can be delivered please call our Customer Care Department. They can make arrangements for you to pick up your supply order or other rush deliveries. Rush deliveries are subject to location and may include a nominal fee.

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