Frequently Asked Questions
Doing Business With Heidelberg USA
Table of Contents
Credit:
How do
I establish credit?
How do I get
a Credit Application?
What are my
payment terms?
Where
can I see an explanation of terms?
How do I avoid
a COD fee?
Do you
accept credit cards?
Invoice:
Who
do I call with a question on an invoice?
Why are you
charging me sales tax?
My invoice
does not reference our Purchase Order?
I have an
Equipment Warranty, but I was invoiced for a part.
I have a
Service Contract/System 36 Contract, but I was invoiced for a
part?
Shipping and Returns:
What are your
shipping charges?
How can I
track a shipment?
How do
you ship parts?
I was
invoiced for Next Flight Out Courier Freight but did not get my
order till the next day. Why should I pay for this service?
What is
your Parts Warranty coverage?
Electrical
Parts Warranty - exception notice
What
is and how can I get an extended warranty for my parts?
Repair/Exchange
Parts - what is this?
Can I
cancel an order?
Can I
refuse an order?
I received
a part that was Damaged/Defective on Installation/Wrong Part
picking error - who do I call?
How do I
return a part to you?
I received
a Yellow Post Card with reference to my returned part. What is
this?
What
is your restocking policy?
Why do I
need a Hold Harmless Agreement?
Service and Technical Help:
How do
I request service on my machine?
Do you have
Technical Help Desk - Phone Support contracts?
How do
I request technical assistance over the phone?
What are
your service rates?
Contact List:
Who
do I call to obtain a Heidelberg Contact List for my account?
What
information is available on the Heidelberg Contact List?
How do I establish credit?
Fill out and return our credit application, or if you have a standard form with your bank and 3 trade references. You may send that information to us by fax: 770-419-6874. You may also send an e-mail with same information to maintenance.customeraddress@heidelberg.com.
How do I get a Credit Application?
Call Parts Customer Service at 1-800-437-7388, press 4 then 1 and they will mail or email you the credit application. You can also access a copy of this from our website by clicking here.
What are my payment terms?
Call our Financial Services Dept at 1-800-437-7388, prompt #4. Your payment terms are dependent upon your credit information. If we have not received your credit information, all new accounts are established as COD CERTIFIED FUNDS REQUIRED. There is also a separate COD fee ($50.00) which will be charged for each parts order. You may avoid the COD FEE by paying with a credit card.
Where can I see an explanation of Terms?
Detailed explanations are printed on the back of every invoice, credit memo and statements.
How do I avoid a COD fee?
COD fees can be avoided by filling out a credit application to change your terms or paying with a credit card.
Do you accept credit cards?
Yes, HEIDELBERG accepts VISA, MasterCard, American Express and Discover; purchases of equipment (equipment invoices) are not eligible for credit card transactions.
Who do I call with a question on an invoice?
Many times your Customer Service Representative can help you with most questions at 1-800-437-7388, press 4 then 1. See your Contact Information List to reach your assigned CSR for Parts invoices or for Service Invoices. For specific assistance on paying your invoice or statements you will be directed to your Accounts Receivables Representative.
Why are you charging me sales tax?
If you have not submitted your state's sales tax exemption certificate, you will be charged sales tax. If you have a copy of this certificate, you may fax a copy to our Tax Department: 770-419-6974
My invoice does not reference our Purchase Order?
We can "flag" your account that your company "requires a PO# on invoices" to help assist with your company Policy. Simply contact your Parts Customer Service Rep at 1- 800-437-7388 prompt 4 then 1 then we can make this a permanent flag. If the PO# is not available at the time the order is released, the invoice will generate without the PO#. To avoid this, please have your staff ready with PO# at the time of order entry.
I have an Equipment Warranty, but I was invoiced for a part?
There are different warranty's available when we sell equipment. Depending on your agreement, those warranties are automatically set up in our system. It is possible your warranty expired, the part may be a consumable item or you may have been invoiced because the core part was not returned as needed for your warranty to apply. Please contact your Parts CSR with the specifics and they will be able to assist you.
I have a Service Contract/System 36 Contract, but I was invoiced for a part?
Not all parts that are typically covered by a new equipment warranty are covered by your Service contract or System 36 contract. Please contact your Parts CSR with the specifics and they will be able to assist you.
What are your shipping charges?
We ship our product out Prepaid and Add freight to your invoice. Our shipping vendor is Federal Express. At the time of order entry you may request the freight charge. Heidelberg receives exceptional and competitive rates which are passed on to you.
How can I track a shipment?
Call Expediting at 1-800-437-7388, prompt 1, then 9.
How do you ship parts?
Parts shipments are based on several different parameters. First and foremost, we will ask you "when do you need the part to arrive". Based on your answer, we will ship your order via Federal Express for the most expedient and cost effective delivery. We can also set up Same Day delivery/Next Flight Out. If Same Day is requested, we will use Network Courier, Next flight out service. Deliver by times and availability is specific to your delivery area.
I was invoiced for Next Flight Out Courier Freight but did not get my order till the next day. Why should I pay for this service?
Heidelberg USA does its best to expedite all your orders, however, at the time your parts order was placed you were given an estimated time of arrival based on flight information at the time of order entry. Neither Network Courier nor Heidelberg USA can guarantee any arrival times. Once your order is placed into the Airline's hands it is subject to potential weather related delays, plane mechanical delays and bumping your package to a later flight if there is no more room in the cargo area. Some planes may not be available if you have an "oversize/heavy weight" part being shipped. In all cases, Network Courier will be in contact with your designated person throughout the delivery should there be any changes to the original delivery time.
Special note about Next Flight Out via Network Courier: Door to Door service is highly suggested as your order will be picked up from our warehouse and delivered to your door and Network Courier will have visibility at all times. If you opt for Counter to Counter service, Network will lose visibility of the package once it is dropped at the airline.
• Heidelberg is unable to utilize specific carriers or use your specific carrier bill to account number. However, non COD orders may be available for pick up at our warehouse in Indianapolis, IN.
What is your Parts Warranty coverage?
Prepress Parts - 30 days from date of shipment
Mechanical Parts - 180 days from date of shipment
* Electrical Parts - 90 days from date of shipment
Electrical Parts Warranty - Exception notice
Many electrical components are identified with a "quality seal" and these parts require the installation of the part by a Heidelberg USA Technician. If you use a non-Heidelberg technician and you return a part with a broken quality seal the warranty is VOID and no credit will be issued.
What is and how can I get an extended warranty for my parts?
As of September 11, 2009, we will warranty any Original Heidelberg Service Part (Mechanical for a period of two years - Electrical for one year) provided the part is installed by a Heidelberg Systemservice technician. Should the new part fail within the extended warranty period, we will replace it at no charge, provided it is also installed by a Heidelberg Systemservice technician.
Parts Included - All prepress, press, postpress and packaging parts.
Parts Excluded - Wear-and-tear parts and parts described below are not covered by this extended warranty
Click here for more details.
Repair/Exchange Parts - what is this?
Some parts are refurbished by our Certified Heidelberg Repair facilities. These carry the same Electrical/Mechanical parts warranty as above. These parts are "typically" tagged with our "quality seal" and are subject to a credit of 50% upon receipt of your core return (part pulled from your equipment). Please take special note of your packing slip as these parts are identified as a repair/exchange part and you do not want to miss out on that 50% credit. (Note: this is subject to restocking fee's if shipped back later than 30 days from date of shipment).
Can I cancel an order?
Contact Parts-Customer Service at1- 800-437-7388 prompt 4 then 1. Usually it is too late as your order begins the processing phase immediately upon entry. This assures we are able to ship your product out on a "same day as received" basis. If it is not possible, please accept shipment and your CSR will set up a return of your part.
Can I refuse an order?
We would prefer you to accept the shipment as refusing the order would cause it to be returned to our shipping warehouse or to our factory in Germany. Both locations do not have a Returns Processing Department and your credit would be delayed. There is only one location that processes returns and it is located in Kennesaw, GA. Contact Parts Customer Service Rep at 1- 800-437-7388 prompt 4 then 1 and she will set up a return authorization for this order.
I received a part that was Damaged/Defective on Installation/Wrong Part-picking error - who do I call?
Contact your Parts Customer Service Rep at 1- 800-437-7388 prompt 4 then 1. Please have your invoice# with details and they will set up a return authorization for the part(s). Upon receipt of the returned part, credit will be issued. The CSR will ask you if you need a replacement order and you will be forwarded to parts order entry.
How do I return a part to you?
Contact your Parts Customer Service Rep at 1- 800-437-7388 prompt 4 then 1. Your CSR will assign an RMA (Return Materials Advise) number to you. All items should be returned to:
Heidelberg USA
Attention: Returns Dept - Ref: RMA#_______________
1000 Gutenberg Drive
Kennesaw, Georgia, 30144
• Be sure to record your tracking # for proof of delivery purposes. Note that you are responsible for packing the part(s) to ensure safe arrival. Many packages are packed for one way shipment. If you choose to use our packing material, you may need to add more packing to ensure safe arrival back to Heidelberg. Any damaged part will be your responsibility to make a claim back to your shipping carrier.
• Each shipment should come with a returns packing slip - please use this as your return form and complete this form with the RMA# and the reason for your return.
• You may want to Insure parts if they are particularly valuable (optional)
• We do not accept returns from "Non-End User Accounts".
I received a Yellow Post Card with reference to my returned part. What is this?
All returned parts are inspected for saleable condition. Each return should have a Heidelberg Return Authorization number referenced on the return paperwork. You will receive this notice to call Heidelberg USA -Returns Administrator at 1-800-437-7388 prompt #4 if a part is being returned and it does not have paperwork indicating why it is being returned or the part returned is not in the expected condition as indicated by the return number or paperwork. Non response to this notice within 7 days will risk any possible credit and the part will be disposed.
What is your restocking policy?
All parts returned after 30 days from date of shipment will be subject to a restocking charge. Current fee schedule is as follows (subject to change w/o notice):
30-90 days - 25%
91-180 days - 50%
181-365 days - 75%
365+ days - Non returnable
Why do I need a Hold Harmless Agreement?
A Hold Harmless Agreement is required for a machine identified as being originally sold outside of the Heidelberg USA chain of sale, and possibly outside of the USA. Heidelberg USA would not have any information about prior history of maintenance or conditions of sale or original configuration on the Machine. In order for us to provide parts and/or service, you will need to sign this agreement which will be faxed to you when we establish your equipment in our system.
How do I request service on my machine?
Please call our toll free number 1-800-437-7388 and press prompt #2 for assistance. Please have your machine's serial number. You will receive a call back from our Technical Support Desk to determine if you need on-site service or if your problem can be handled with phone support.
Do you have Technical Help Desk - Phone Support contracts?
Yes, please call 1-888-472-9655, prompt# 4.
How do I request technical assistance over the phone?
Call our toll free number 1-800-437-7388 and press Prompt#2. There could be a charge for this service and this will be explained at the beginning of your call.
What are your service rates?
When calling to set up service, 1-800-437-7388 and press Prompt#2, you can request the rates at that time. Our rates are based on the equipment that is being serviced. You can also view your rates by going online: HTTP://www.us.heidelberg.com/wwwbinaries/bin/files/usa/en/systemservice/sv-06_repair_rates_aug08.pdf Who do I call to obtain a Heidelberg Contact List for my account? Contact your Parts Customer Service Rep at 1-800-437-7388 prompt 4 then 1. This can be emailed, faxed and/or mailed to you.
What information is available on the Heidelberg Contact List?
Your Heidelberg Account number, Regional office address, phone number, Regional VP, Regional Service Manager, Regional Sales CSR, Spare Parts toll free numbers, prompt explanation for Parts Entry, Expediting, Parts-Customer Service, Service Team phone numbers and contact names to set up Service, request Technical Help Desk assistance, Customer Service Rep for Service billings, Consumables Rep and phone number and Financial Service Center Rep name and phone number to discuss your account status with Heidelberg USA.
