Service & Support

Our service engineers are in frequent contact with our international customers offering advice and support. Our main goal is forward-looking system support and maintenance, supported by a telephone hotline and semi-automatic log file data interpretation.

For full system availability a growing number of customers value the full coverage of service contracts.

Suspected errors or possible system incompatibilities can be reported to our Technical Service Team. Support is also available for output verification, error message clarification and documentation interpretation requests, as well as for hardware discussions and software compatibility issues.

Available Service locations

Laser 2000 Service Support:

  • Paris (France)
    Monday - Friday, 8 a.m. - 6 p.m. (GMT)
    Tel +33 1 30 80 16 98
    service@laser2000.com

How to handle service issues during non-business hours?

Problems/questions can be reported to Technical Support at our service email addresses outside normal technical support hours. On top, service contract customers are equipped with an “extended service hotline” number. This number is available outside regular business hours.

Information needed for efficient service dialogue

  • team viewer ID/Password for optimal reactivity and diagnosis via TCP/IP
  • machine serial number
  • exact machine type

What happens after service event declaration?

We first try to correct the fault during the initial phone conversation. In cases where the problem cannot be solved by phone a specialist will investigate a suitable strategy immediately. Then a solution timeline is agreed, to be implemented in close dialogue with the requesting customer.

Training

In our experience well-trained employees are the key to best system performance and minimum service interruptions. To this end we offer training in operating the machines, but also in how to achieve optimal marking or engraving results and thus profitability for your laser system and customer satisfaction.

We offer individual training courses customised to your needs, taking into account the specific requirements of operators, maintenance or service personnel. In a productionclose environment and modern training rooms we teach your staff the best system operation. If preferred, training can be done on site.

Application lab

Based on many years of experience in ophthalmics our application specialists are familiar with RX- and other lab expectations. Depending on your individual needs we prepare and carry out the installation and find the accurate engraving and printing parameters for a smooth production start on site.