Heidelberg’s Service Team Goes “Above and Beyond” for New Berlin, Wis. Printer

Dobrzynski says his press went down one Friday in March. The timing was particularly bad with a snow storm rolling in and a potential client flying in from New York the following Monday morning. This led Dobrzynski to contact the Heidelberg Expert Support Team. The expert he spoke to used remote diagnostics to determine that one of three possible parts needed to be replaced and that an on-site visit would be necessary. “Despite the bad weather, the service representative said he could be at the shop by 5 or 5:30,” says Dobrzynski. “I couldn’t believe his commitment on a Friday night.”