Fuji Xerox Australia is an industry leader in customer support. Our emphasis is on maximising uptime so you
get the most productivity from your investment. Be it online, over the phone, or on-site, our
comprehensive range of support services enable issues to be resolved as soon as possible.
Our Customer Support goal is to achieve operational excellence in service solutions. To do this, we are
continually developing new support skills and capabilities, and we also have the largest support team of its
kind in Australia. No matter what your request may be, our support processes and highly skilled team allow
us to provide world class service tailored to your requirements.
How might an issue be resolved?
With a focus on quality service and maximising uptime, Fuji Xerox Australia offers multiple issue
resolution options so you are never without support.
Remote support: Our comprehensive eSupport system enables issues to be resolved
online through the Fuji Xerox Online Support Assistant, or over the phone at our Sydney based Customer
Support Centre or Technical Support Centre. With over 50% of total resolutions occurring without
on-site assistance, downtime is reduced from hours to just minutes.
On-site support: For hardware issues requiring on-site service, our team of engineers,
analysts, DocuCare and Valets can promptly and effectively service your device, where and when
convenient. Our service coverage network consists of approximately 30 dealers, all with fully
trained teams of technicians who are well equipped to support you, even in the most remote locations.
Support for our service staff: With direct access to our product development
teams, our Fuji Xerox National and Regional Technical Support Centres ensure our technical staff have
all the support they require- so your issue is never left unresolved.
Online Support Assistant
Available 24/7, the Fuji Xerox Online Support Assistant provides effective resolutions offering general support, request logging, step by step troubleshooting, consumables ordering and more. You can also log and track a support request online through MyAccount.
Customer Support Centre
Our Sydney based Customer Support Centre is available 24/7 and acts as a single contact point for general requests, over the phone troubleshooting, invoice enquiries and more.
Valet Services
Available to metropolitan customers, our Fuji Xerox Australia Valets will deliver and fit your ordered consumables on your site, free of charge. They also offer a free collection service for your used consumables.
DocuCare
DocuCare personnel remain on your premises to continuously maintain your devices, manage stock, train local users and provide instant solutions to issues that may arise.
Technical Support Centre
Our Technical Support Centre based in Sydney consists of a team of highly skilled engineers with access to a laboratory for replicating technical issues, as well as access to a desktop logging tool for convenient issue resolution from a remote location.
On-site Analysts
Our skilled Fuji Xerox Australia on-site analysts are capable of resolving any networking or software issues you may experience.
Regional Technical Support Centre
Our Regional Technical Support Centre located in Sydney, provides technical support to 12 countries within the Asia Pacific Region. It consists of a team of highly skilled IT professionals with direct access to Product Development teams.
National Technical Support Centre
Our National Technical Support Centre in Sydney is made up of a team of product specialists dedicated to providing assistance to our on-site technicians and analysts when required.
On-site Engineers
Our on-site engineers are supported with all the systems, knowledge and tools required to arrive on time and fully prepared to service your equipment.
Product Development Teams
In the extremely unlikely event that an issue is still not resolved, it will be escalated to our Product Development teams.
Customer Education
Fuji Xerox Australia offers a range of customer education courses, enabling you to get the most out of
your new investment.
Our team of nationally certified customer trainers deliver personalised, modular training programs for
all Fuji Xerox Australia solutions, promoting the integration of new technology in current processes,
and increasing uptime by minimising user errors.
While initial training is conducted at your premises, you also have the option of undertaking advanced
training either at your site, or at our state-of-the-art Customer Education Centre. Based in
Sydney, this training facility is one of the largest in the industry with over 40 classes held per month
within its 12 purpose built training rooms.
Advanced software support: Premier Services
Fuji Xerox Australia's Premier Services provides flexible software support to maximise the performance of
your solution and printing network, while allowing you to focus more fully on your core business
activities.
Our support options can be customised to suit even the most unique environments, ranging from remote
network maintenance, to the provision of an on-site technical expert dedicated to supporting you and
your business.
Learn
more about our premier services
or for further information, call 1300 667 955 or make an enquiry here
Supporting you and the environment
Customer Support at Fuji Xerox Australia is about supporting our customers as well as the environment.
Our eSupport system reduces the number of site visits required - significantly cutting back on carbon
emissions, while our service vehicles were chosen for their greener fuel system.
We also collect all used Fuji Xerox products and packaging that have reached their end of life. Our
free Recovery Box Service is available to metropolitan customers in Sydney, Melbourne, Adelaide, Perth,
Brisbane and Canberra, allowing you to easily and conveniently dispose of used consumables at no cost to
your business. At your request, we will provide you with a sturdy box designed to store your used
consumables and packaging from products serviced by Fuji Xerox Australia. Once full, simply call us and
one of our Fuji Xerox Australia Valets will visit your site to replace your box and take your used
consumables to be remanufactured or recycled.
Order a recovery box online or call 1800 028 962
Automatically submit printer meter readings
Register now for your free automatic meter management service
For the duration of your support services agreement, our new automatic meter management solution provides
you with convenient, reliable meter management on an ongoing basis, at no cost to your business.
What do you get?
- Automatic, self-maintained meter management - there is no need to manually record
and submit meter readings for your compatible devices. This means you'll spend less time managing
print, and more time on your core business activities
- A streamlined, accurate meter collection and billing service - powered by the
latest Fuji Xerox technology
- Convenience at no extra cost - you do not need to pay for, or provide hardware or
labour to enable this service. If you are already using one of our meter management solutions, you
can be upgraded to this new service free of charge.
How does it work?
Each day, your meter readings will be automatically captured on your network and sent via an encrypted,
secure link to the Fuji Xerox data centre. From here, the information is sent to our Fuji Xerox
Australia billing team and used for monthly invoicing. This ensures we have accurate, up to date meter
read information for your equipment.
How can you receive this service?
Complete and submit this form.
Our technical team will then assess your devices for compatibility and if required, will contact you for
further information. A Fuji Xerox Australia field engineer will then be dispatched to your site to
connect you to this service.
For further information, call 1800 028 962
Register for this service
