Answering Your Technical Questions About Scanners and Scanning Software

For the quickest response, we recommend submitting this form. If you prefer to call first, please have the following information available when contacting The Crowley Company technical support team:

• Equipment type (brand, model)
• Equipment serial number (see below)
• Software name and version
• Physical address of the equipment
• Detailed description of any errors or what the operator was doing when the error occurred
• Sample images, if available
• Contact information

If you have an equipment maintenance agreement, it will be listed on the front page. Otherwise, you may find the number on a metal tag on the back of your microform, document or large-format scanner, processor or duplicator.

Your software serial number is the same as your scanner serial number, which can be found on a metal tag at the back of your equipment or on the front page of your equipment maintenance agreement.

Maintenance agreements are generally contracted at the time of purchase and renewed on an annual basis. If you would like to initiate or renew a maintenance contract or to find out details of a current agreement, please contact support@thecrowleycompany.com.

In every case, an extended warranty or maintenance agreement allows for cost savings, although it may be more obvious in certain instances. In the case of a depot warranty, the owner is only responsible for shipping costs. With an on-site maintenance agreement, regularly scheduled service ensures that your scanning equipment or software is in peak operating condition, allowing for maximum return on investment.

As you might expect, each case is an individual basis. When your service call or email is first received, it is immediately discussed with our service department manager and scheduled with the technician who is best suited to the particular scanner model, software release or technical task. Within 24 hours – and often sooner – you will be contacted with specific details.

We are pleased to know when one of our technicians provides exceptional support. We try to honor requests whenever possible, but please note that there are times when their specific expertise may be needed elsewhere or the technician cannot get to you in a timely manner. Your productivity is our first priority.

To complement The Crowley Company's in-house technical support division, we partner with certified third-party vendors to provide the fastest possible turnaround time for U.S. customers needing routine maintenance and repairs. Technicians are trained and certified on Crowley's manufactured and distributed hardware including Mekel Technology, Wicks and Wilson, InoTec, Zeutschel and others. From the client perspective, nothing changes – The Crowley Company is still your point of contact.