Direct to Garment
Heat Applied Materials
Cutting & Engraving
|Q: What are your service rates?
A: The service rate for embroidery and garment printers is $85.00 per hour. The service rate for wide format printers is $125.00 per hour.
Q: What do you charge to travel to my shop or home to work on my equipment?
A: Our travel charge is $40.00 per hour and $.50 per mile. If there is an overnight stay required to do the service, the customer is responsible for the motel expense as well.
Q: What is the best way to request service?
A: Call in to the main line at (800)697-6523 and ask for a service request form to be faxed or emailed to you. Print out a copy and fill it out with your company information and machine symptoms, and whether you are totally down (emergency call) or just need to schedule a routine service
Q: How will this help save money?
A: If you notice a problem early on and want to have it addressed by a technician, the sooner that you send in your service request, the better! When Axiom travels to an area on service “sweeps”, calls are made to other businesses in your area to see if they made need service as well. If we can get two or three other service request while in the area to visit you, then the travel charges will be split up two or three ways. This way, your company does not bare the full brunt of the travel and motel expense when we come to you. Another other option is to bring your machine to our warehouse for service and you will only be charged the regular service rate (no travel charge).
Q: What about the parts needed to do the service? Do I need to order them or do you stock them?
A: Axiom stocks most of the major consumable parts relating to the machines that they sell. If you already have the parts needed to do the required service to your unit, then our technician can install them while on the call and you won’t be charged for parts. If you need to order the parts, Axiom has a business relationship will most vendors in the industry and can usually acquire whichever part you need at a competitive price. You may choose to have Axiom order the parts for you or you could opt to order them on your own. Understand that if we get to your location and you have mistakenly ordered the wrong part and we can’t fix your machine, your company is still liable for the travel expense incurred by Axiom.
Q: Is it ok to call in to Axiom for phone support?
A: Sure! Even if you haven’t purchased from us before, we will make an effort to help you. Our strengths are in the Brother, Happy, and Tajima lines but we are also cross-trained with many other product lines. As embroidery machine mechanics bleed over from one brand to the other, most mechanical issues may be discussed; it’s when you get into questions about control panels and operation of the unit you may need to help us with your instruction manual. The same principle applies to wide format printers, as far as ink delivery systems and mechanics. Mutoh is the main product line in wide format printing that Axiom supports. All support calls are limited to 15 minutes. If any more time than that is required to resolve the issue, then the technician on the phone assisting you will take your fax number and ask to send you a service request form.
Q: What if I can resolve the service issue on my own, and only need to acquire the correct part or accessory for my unit?
A: If all you need is to get a part or accessory on the way just call in to the main line and ask for the parts department. If you still have the parts manual that came with your machine it would be very helpful if you can locate the part number that you are in need of before you call in. If not we can certainly still take your call, through it may take a little longer to assist you. We stock most embroidery and printer consumable parts and if you call in with your order by 3pm, in most cases it will ship that same day. If we don’t stock the necessary part or accessory, we can have it ordered and drop-shipped to your location.
Q: Please explain the Brother print-head refurbishment program?
A: If you have found that one of the heads in your GT has gone down and that you are in need of a new one, you now have options. You can always simply buy a brand new one off of the parts shelf for just over $1100, but not everyone can afford to do that. Brother International has come out with a print-head recovery service program that offers customers the opportunity to send in their old print-heads to the corporation for recovery/refurbishment. This way if a refurbished print-head is acceptable to you, then you are not locked into a price of $1100.00 every time you need to replace a head. Here’s a summary of the program:
Q: Where exactly are your technicians based out of?
- You are faxed or emailed a copy of the Brother Print-Head Agreement form.
- Read the form and if interested, fill it out with your company and payment information.
- Choose whether you want the advance replacement option and what shipment service you’d like (overnight, 2nd Day, etc.).
- Fax the form into Brother to the fax number listed on the form, it will be submitted for approval and if approved for service, will then be faxed back to you to then be included with your old print-head.
- Remove your old head according to the instructions that you are sent and ship into Brother Corporate for recovery, include with the head the RA form that Brother issued to you on your initial fax.
- When Brother receives your old print-head, if it can be fully recovered, it will be sent back to you and the charge on your card will be $295.00.
- When Brother receives your old print-head, and if it can NOT be recovered, a fully functional and tested “refurbished” print-head will then be sent out of Brother’s stock, and the charge on your card will be $750.00.
A: Axiom technicians live in North Carolina, Minnesota, Florida and Illinois.