Quadient Oceania FAQs
- What is Quadient Oceania?
- To find out more, please click here.
- How do I contact customer support?
- To find out more, please click here.
- How do I provide general feedback?
- To find out more, please click here.
Manufacturing Partner FAQs
- How do I sell our products on the QuadientAU eShop?
- To find out how, please click here.
- I would like to feature a particular product or post a thought leadership article.
- If so, please click here.
Account FAQs
- I have questions on creating an account.
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In order to create an account, please follow the below steps:
- Click 'Log In' button at the top of the page.
- Click 'Create Account' button.
- Enter your Company Name, ABN and Phone Number.
- Enter your Postal Address and Delivery Address information.
- Enter your First name, Last name.
- Enter your Email Address and create a Password.
- Click 'Submit' to start on your Quadient Journey.
- I have questions on account privacy & security.
- To find out more, please click here.
- I have queries on deleting and/or updating my account information.
- If so, please click here.
Credit FAQs
- I have questions regarding my credit application.
- If so, please click here.
- I would like to increase my credit, how do I do so?
- To find out more, please click here.
- How do I check my credit balance?
- To do so, please click here.
Knowledge Sharing FAQs
- I am an industry relevant expert who would like to write, share and be featured on the NeoBlog and
Quadient AU eShop. How do I do this?
- If so, please click here.
Service FAQs
- Do Quadient have Helpdesk Support?
- YES. Quadient offer Helpdesk Support for all customers on a Maintenance Contract. Simply Phone through on 1800 422 349 select option '2' for service and on of our friendly members can offer on the spot support.The team will log a Telephone Support Case and one of our specialised Technicians will call back to assist with troubleshooting over the phone.
- What are the Call Centre Operating Hours?
- 8:00 am to 5:30 pm AEST Monday - Friday.
Call centre is unavailable on Weekends & Public Holidays.
However, online bookings and email (service.au@Quadient.com) requests are available 24 hours, 7 days a week. All requests will be logged in our System with priority once we return to Standard operating hours.
- What are our Field Support Hours?
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8:00 am to 5:30 pm Monday - Friday.
Out-of-hours and weekend support is available on an ad-hoc basis.
Please contact our Service team to obtain terms.
- What are Quadient Non-Contract Service Terms?
- Just contact our dedicated National Call Centre on 1800 422 349 select option '2' or email (service.au@Quadient.com) and one of our friendly team members can provide our Service Terms and charges.
- How do I order consumables?
- Please contact our Sales Department on 1800 422 349 select option '1' for Sales.
- What locations do Quadient have Field Technicians and Technical Support?
- Quadient have experienced Factory-trained Technicians in every major Australian capital city. We also support other cities and non-metro areas, through an extensive Regional Service Dealer Network of 75 Dealers.
- How do I log a Service Call?
- Either:
Just call our dedicated National Call Centre on 1800 422 349 select option '2' OR
Email your request through to service.au@Quadient.com OR
Make a booking online if that's more convenient.
We will log your service request into our system and you will receive an email notification with Cast Confirmation and Case Reference Number.
- What information is required to log a Service Call?
- Please provide as much of the following information as possible when calling or emailing your request. This will make it easier to log your request.
- - Company Name
- - Address
- - Phone Number
- - Site Contract
- - Email Address
- - Equipment Serial Number or Service Quote No.
- - Equipment Model
- - Brief Fault Description
- How do I get a Service Case Update?
- Just email your case update requests to service-coordinators.au@Quadient.com or contact our National Call Centre on 1800 422 349 selection option '2' for Service.
- What if parts are required to complete my repair?
- Quadient holds a comprehensive spare parts inventory in our National Warehouse and utilises the DropPoint parts delivery infrastructure for next morning delivery.
- What does my Warranty cover?
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- - All equipment supplied by Quadient is warranted to be fit for purpose and purchasers are protected by Australian Consumer Law.
- - The machine purchased from Quadient Oceania is warranted for a period of twelve months from the date of purchase.
- - PLEASE NOTE: Warranty Cover is not a Service Contract.
Conditions:
- - The warranty extends only to defects occurring under normal operating use of the product where in accordance with manufacturer's instructions.
- - The benefits given to the purchaser are in addition to all other rights and remedies to which the purchaser is entitled to by law.
- - If the machine is subject to a claim outside of a normal Quadient Oceania service area, the purchaser is responsible for all freight costs.
- - Quadient Oceania does not accept liability for any loss arising from the failure of the machine nor from incorrect operation.
The Warranty does not cover:
- - Mileage or travelling time in respect of on-site service outside 80km of the Quadient Oceania service area (Capital City).
- - Priority response.
- - Routine service requested by the purchaser.
- - Parts needing replacement due to normal wear and tear.
- - Service required arising from the purchaser's failure to correctly operate the machine, to observe our instructions, or service carried out which reveals that the machine is in normal working order.
- - Freight or transport charges.
- - Damage to the machine caused by operator error, misuse or from damage caused by transporting the machine.
- - Damage caused by fire, water or any act of nature.
- What does my Comprehensive Maintenance agreement cover?
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Standard Comprehensive:
- - On-site call outs on request.
- - Parts.
- - Labour.
- - For Postage Meters, On Line Service (OLS) remote servicing, server connectivity for Postage resets & Postage Rate Downloads as implemented by Australia Post.
- - Average Next Business Day response (Metro).
- - Prioritised response over customer with 'No Service Contract' or 'Warranty' only.
- - Help Desk Support for remote trouble shooting.
- - Preventative maintenance on request.
Production Comprehensive:
- - On-site call outs on request.
- - Parts.
- - Labour.
- - Priority Response as per individual agreement as agreed (Metro).
- - Help Desk Support for remote troubleshooting.
- - Preventative maintenance as agreed.
Back to Base Comprehensive:
- - Parts.
- - Labour.
- - Help Desk Support for remote troubleshooting.
- - Customer to deliver equipment to the nearest Quadient Oceania Branch.
- - Quadient will repair / replace & return the equipment.
On Line Service (OLS) or Rate Download Agreement (RDA):
- - Remote Service access for Postage Meters.
- - Maintaining Postage Meter records & transactions for connectivity to the Quadient Diamond recrediting system.
- - Updating software operating systems for Postage Meters.
- - Periodical Australia Post Postage Rate updates.
- - Access to Quadient Oceania Postage Meter Help Desk for Remote troubleshooting.
- - Maintain account records & manage meter postage transactions between financial institutions, Quadient credit server & Australia Post.
- How do I arrange a Comprehensive Maintenance Agreement for my equipment?
- Email us at service.au@Quadient.com or Call Us on 1800 422 349 select option '2' for Service.
