FAQ
- We provide resellers with support for technical questions or issues.
- Jarltech's technical team is divided into two specialist areas: »Scanning, Mobility and POS« and »Printer«. In both areas, specialists are specifically trained on the products, allowing many support requests to be resolved quickly in-house without needing to consult the vendor for support.
- Device repair.
The Scanning, Mobility and POS department repairs devices from M3 Mobile, Metapace and Colormetrics.
The Printer department repairs devices from Epson, Citizen, TSC, TSC Printronix, Star, Evolis, Bixolon and Metapace.
Currently, 17 people work in the Technical department. This includes five specialists and 10 technicians who handle support and repairs. Two employees are responsible for quality assurance of our demo devices.
When contacted by phone, Technical Support is immediately available to resellers. When contacted via e-mail, the response time is slightly delayed, typically around 2-3 hours.
In-house repairs generally take between 7-10 working days, although one-third of all in-house repairs are completed in under 3 working days.
In 2024, we handled 4,227 RMA cases, of which 2,424 were on behalf of customers (where Jarltech only requests an RMA from the vendor, and the reseller sends defective goods directly to the repair centre). We conducted quality checks on 10,786 individual demo items and processed 17,390 support tickets.
An initial fault analysis is conducted, and based on this, you as the reseller will receive a cost estimate for the repair. Once the cost estimate is approved, the repair is carried out and the device is returned to you.
You benefit from a clear time advantage. Not all vendors guarantee the turnaround times for repairs that we can. However, occasionally a repair case may take longer, usually due to the delivery time of necessary spare parts from the vendor.
Jarltech's technical specialists are certified by the vendors for the devices that are repaired in-house. These certifications are regularly renewed.
In addition to certifications, all Jarltech technical specialists are kept up to date through regular vendor training sessions.