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

KENNESAW, Ga.—The president of Crossmark Graphics in New Berlin, Wis. is hailing Heidelberg’s innovative systemservice 36plus service package that accompanied the purchase of his 6-color Speedmaster XL 105 with aqueous coater. Not only did the Heidelberg service team go “above and beyond the call of duty,” says Crossmark Graphics President Jim Dobrzynski, they got the press up and running over a weekend and just in time for the printer to win a large, new lenticular job. “This was the best experience I’ve had with Heidelberg,” says Dobrzynski. “It’s the service that sold me on the XL 105, and in this instance, I don’t think anyone else would have been able to pull these repairs together in this timeframe.”

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.”

Once the service representative arrived, he determined which part had to be replaced. Determined to find a fast solution, the sales representative ordered the part taken out of the XL 105 on display at Heidelberg’s Print Media Demonstration Center in Kennesaw, Ga. and flown in to Wisconsin on Saturday evening. He installed the new part, and in the process, fixed one other issue he discovered.

“The press was up and running by 8 a.m. on Monday morning,” says Dobrzynski. “The customer never knew there was a problem.” The best part of Crossmark Graphic’s experience is that they won the business of the New York client, who was impressed by the XL 105’s performance and wanted his lenticular job run on the XL 105.

In fact, since installing the Speedmaster XL 105 in February 2006, Dobrzynski says his shop has been “very impressed” with the ultra-productive press. “The XL 105 does everything Heidelberg said it would do and more,” says Dobrzynski. “I am a believer in automation and new technologies, and this press has helped us make huge improvements in efficiencies and has exceeded our expectations.”

Heidelberg’s systemservice 36plus service package is included with the purchase of a new Heidelberg press. Far exceeding the industry standard, it combines intelligent support services, an annual Heidelberg inspection, including maintenance and full coverage of all repair services and parts for 36 months.

Heidelberg’s systemservice 36plus consists of:
• Full coverage of all needed repairs, including travel costs;
• All repair service parts in connection with service repair work with Heidelberg service technicians;
• All software updates for the duration of the program;
• 24/7 online support through the online help tool eSelfhelp;
• Technical support through Heidelberg?s expert team;
• Direct Priority Access for quick answers when customers need them;
• Remote Diagnostics for fast problem resolution;
• 5,500 hours per year additional availability through the Global Expert Network 24/7.

Dobrzynski says his shop uses systemservice36plus to its full potential.He likes thathis Prinect CP2000 Center alerts his pressroom manager when to do the monthly, bimonthly and quarterly maintenance check-ups. He adds that a Heidelberg technician came out 10 months after the press was installed to ensure his shop was doing the maintenance correctly and that nothing was wearing on the press in the wrong way.

“I don’t have to worry about any extra parts or mechanical failures that I would have to incur added expenses for,” says Dobrzynski. “This service package is peace of mind for me.”