The TFP Customer Care Promise

What we include as standard

Customer Care Pack

We operate the largest independent print finishing service team in the UK offering national coverage from the Scottish Borders to the the south coast so whether you are in Liverpool or Newcastle, Norwich or Cardiff, Kent or Cornwall our service team is on hand to support you. We believe in going the extra mile for our customers and genuinely believe no other company can or will offer the same level of support that we offer as standard, our services are genuinely second to none.

We offer varying types of Customer Care Packages depending on the product you have purchased, below are the standard features we include (some are specific to certain models):

Site Survey

Before we even look to deliver large machinery we will conduct a site survey to ensure access is possible. This form which can be completed by either the business owner or our engineers, checks all points of access including doorway widths, corridor widths, ceiling heights, ramps or steps, lists any stairways, requests lift tolerances, loading bay access and time tables for loading bay access, parking restrictions and electrical requirements for the equipment being installed. Once this is complete we have a full understanding of what is required to safely deliver and install the new equipment.

Delivery

We don't just ship you a pallet and call it delivered, our delivery is using our own vehicles, this way we can guarantee a timed appointment and ensure all the correct equipment is on site. In certain instances we will ship directly from our stores to site on a secure pallet but we will always have a representative of TFP on hand to unpack and check the equipment. Again referring back to the site survey form for best access as in some cases a secure pallet is the best route for delivery due to site restrictions.

Risk Assessments, Method Statements & Public Liability Insurance

We often deal with very large corporate and blue chip companies who require Risk Assessments and Method Statements before we attend site and begin work. Once the site survey form has been completed and we can guarantee access we will provide the relevant people with our Risk Assessments and Method Statements for that particular installation. Our Public Liability Insurance certification will also be submitted, we have over a 10 million pound public liability policy.

Installation

Our trained and certified engineers will unpack and site the equipment in a suitable ground floor location ensuring you are advised of necessary power requirements and recommendations for Surge Protectors. Certain equipment can be installed on upper floors depending on access. Heavy equipment, such as guillotines or large booklet making solutions will require lift access or specialist hire of climbing equipment which will incur extra charges. Any extra charges will be negotiated before work commences and will be highlighted by the site survey form before delivery is even attempted.

Operator Training

New equipment equals new opportunities but also means staff need to know how to exploit those opportunities. Our training program offers operators a complete guide on every aspect of your new machine, from initial switch on to fully programming a guillotine for business card production. If required our engineers are also able to train an operative to change their own guillotine blades, handy if you are doing a significant amount of cutting and don't want to wait for an engineer to change the blade every time it becomes dull. We can even show you ways to improve print layouts to increase revenue and reduce waste using your new product.

Operator Certificates

Once operators are officially trained we will issue them with a certificate of competence for the new machinery. In many cases this actually becomes part of the Health & Safety regulation and should be completed and offered by law.

Health & Safety Procedures

This applies mainly to electronic guillotines but all operators should be aware of the potential hazards facing them with a new machine, we will ensure they understand the best ways to remain safe when using the new equipment. We will also provide safety log books which indicate daily test routines for guillotines (HSE Compliance).

Health & Safety Certificates

A must for all new electronic guillotines. The Health & Safety Executive Regulation states that electronic guillotines should be tested and certified by a trained and authorised engineer on installation and at 6 monthly intervals. All our new guillotine installations are tested and certified on installation, our engineers will issue you with the official certificates as well as a log book which contains daily checks that your certified operators should be completing at the start of each shift as well as specific monthly checks that require completion under HSE Legislation, this is Law.

12 Month Manufacturer Warranty

All our new machinery comes with at least a 12 Month Manufacturer Warranty that covers all parts on your new purchase. However, many people do not realise that a manufacturer warranty does not include labour or call charges for an engineer to visit site, this is often a way to hide extra charges, TFP are different as our warranty includes support.

12 Month GOLD Maintenance Contract

Our contracts are the jewel in the crown of our Customer Care Package, the contract includes 2 preventative maintenance visits, 2 Health & Safety tests and certificates for guillotines (required every 6 months), as well as all engineer labour and travel throughout the warranty period including any emergency fault calls. Our engineers aim to respond to any faults within 2 hours of the issue being reported, if necessary they will then visit site with the correct parts for the machinery and repair the issue, all completely free of charge, no hidden costs and no quibble. 

Blade Allocation and Regrinds

Again mainly applicable to electronic guillotines. Our Ideal and Gemini electronic Guillotine range come complete with 2 blades as standard, we include these in order to ensure the performance of your new guillotine. The inclusion of two blades allows us to remove one from site for sharpening ready for the next service visit where we will rotate the blades meaning you don't need to worry about the blades being dull or chipped.

Refresher Training for Operators

As we visit site at least twice in the first year of machine ownership we are in prime position to answer any questions or difficulties you may be experiencing with the new machine. Our engineers can then offer refresher training or look at a specific requirement and advise the best route to completion for the job. Ideally extra training is pre-booked so we can allocate the extra time for the engineer to be on site.

Consumables

If the new piece of machinery you have purchased from us requires consumable items such as laminating film or stitching wire we will always provide you with a starter kit so you can happily operate from day one. This also gives us the opportunity to show case our vast range of consumable products and the quality of finish our products can offer.

Tool Kit

Most machinery that requires installation and training will come complete with a tool kit. Our engineers will demonstrate the uses for each item so you are confident with your new tools.


As you can see what we include is very comprehensive and not easily matched. We can offer a host of reference sites with regards to our services and support including references from well known brands and large corporate clientele, feel free to request any references.

Our aim is to become your service and supply partner for many years to come, our customer care package offers us the opportunity to showcase our service levels and knowledge which will encourage you to continue with our support programs.

Our customer care package is our pledge to you our customer.