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FAQ's

Accounts related queries

 

Can I get a soft copy invoice with ETR signatures?
When should I expect my statement?
How do I open an account with you?
If I don’t have an account with your company how do I purchase (by cheque or cash)?
How do I request for a credit note?

 

Technical related queries

 

How do I check on product availability?
What are the new products?
How long does it take to import an order if it’s not in stock?
How do I take a meter reading on my copier?
Why do toners get finished before their rated life?
Why should I replace consumables for my machine if the machine is still making good copies?
How do I cancel a contract?

 


 

Accounts related queries

 

Can I get a soft copy invoice with ETR signatures?

This is possible though the invoice will not be on our letterhead. Alternatively we can have a copy of the invoice scanned to you in PDF format

 

When should I expect my statement?

Our accounts department sends out statements for the previous month on the first week of every month. In case you never receive your statement, kindly forward your request to our Helpdesk.

How do I open an account with you?

Kindly contact your Account Manger or Help desk so that they can give you our account opening forms.

 

If I don’t have an account with your company how do I purchase (by cheque or cash)?

There are two ways to purchase goods from us if not on account

• Cash Sale (in Kshs) – You can collect goods and pay for them at our offices.
• Cheque (Mostly company cheque) – Give us a current cheque for the goods to be purchased, wait for 4 working days for the cheque to mature then collect the goods.

How do I request for a credit note?

Send your invoice/delivery details and explain reason for Credit note to your Account Manager or Help Desk we will then get in touch with you with the correct information.

 

Technical related queries

 

How do I check on product availability?

Send your request to our Help desk personnel on phone or email or chat.

 

What are the new products?

For all our new products please check our website, alternatively contact our sales personnel or Help desk.

 

How long does it take to import an order if it’s not in stock?

For hardware products e.g. copiers, computers, Some Canon Consumer Imaging Products and some furniture it takes 3 to 6 weeks From the date that a firm order is received. For toners, cartridges and consumable items always confirm with the Help Desk or your Account Manager.

 

How do I take a meter reading on my copier?

eStudio 161/160/200
* Long Press the orange Button (cancel Button)
* Scroll using the right and left button till you get the Print counter
* Press enter button
* The meter reading appears 3 digits at a time on the display.

All other Toshiba Digital copiers
* Press on the Counter Button indicated on the keyboard as(Counter 123)
* The total number of copies/prints and scans done

Blue print solution-BPS 907N
* Press on the Counter Button indicated on the keyboard as(Counter 123)
* The total number of copies/prints and scans done

Triumph Adler Copier-TADC2016 and BPS 909
* Press on cancel button
* Meter Reading will appear on screen-3 digits at a time.

 

Why do toners get finished before their rated life?

Yield of Toner specified by manufacturer is based on 5 % coverage for A4 printed matter and varies based on nature of Copy/Print matter. More toner will be used in cases where :-

* The text matter is colored, and copies are made in black and white, or text is bold.
* If paper size is bigger than A4
* Graphics and photos are been copied or printed.
* There are more solid areas than the white areas on a copy/print.
* Developer is not changed on time i.e. in cases where the toner is not mono component.

 

Why should I replace consumables for my machine if the machine is still making good copies?

If consumables are not changed on time the machine will be strained and this will increase the rate of breakdowns. Also the machine will tend to use more toner.

 

How do I cancel a contract?

Notice: Minimum 30 days by either party or ensuring all penalties are paid by client / customer for the contractual volume at a mutually agreed rate on the minimum contractual volume pending completion of the contract. This would exclude the cost of finance as well as consumable parts required for the copier.

 

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