HELP DESK

The New Vision help desk is staffed with friendly, knowledgeable personnel who understand that your time is money. Our expertly trained staff can provide support services for printing devices, applications, and hardware/software bundles. We provide troubleshooting, manufacturer escalations, and feedback to the manufacturer.

Our call center is located in Greenville, SC and is open Monday through Friday from 8:30am-5:30pm ET, with extended support from 8:00am-8:00pm for some products. Our toll-free support phone number is 1.888.569.3456 or you may send us an .

With a capacity of 1200 calls per month, the New Vision Help Desk is available when you need us. Our vast inventory of demo equipment means that we can simulate your problems and respond within one hour of your call. Additionally, WebEx® support enables our technicians to electronically access your computer to resolve software issues remotely. We like to think that we put the "help" in help desk.

Tier I & II Product Support

  • Product or solution dependent
  • Support tickets sent to the vendor daily, weekly or monthly per request
Tier III Escalation to Manufacturer
  • Field reporting includes computing specs, file type, print engine, Firmware version and RIP version, plus the steps taken before the escalation to the manufacturer
  • Support trends are monitored and a corresponding list of serial numbers and/or configurations are sent to the manufacturer
Escalation Process to Break/Fix
  • Detailed reporting for onsite issues including computing specs, file type, print engine/firmware, and RIP version break fix issue, plus the steps taken before escalation to the service provider
  • Monthly break/fix reports are forwarded to the manufacturer for review

New Vision also provides a FAQs and Troubleshooting document for EFI Colorproof XF, Spinjet DP, and Vidar products. And, if you want to purchase or renew technical support, get ahead of the game and see our Terms & Conditions.

Sample Generation
New Vision can provide custom and standard samples from our line of demo printers and scanners. Samples vary in size from letter to 100 inches and may include architectural drawings, contract proof prints, or photo proof prints, such as labels for boxes and packaging. We have Epson, Canon, Encad, HP Aqueous, and HP Solvent printers, and we also have a variety of medias to meet your sample needs. New Vision can also scan samples with our wide format Vidar or high-end TDS lines of scanners. Typical turnaround is 24-48 hours for a standard sample and five working days for a custom sample. A single sample is provided at no charge, but large quantities of samples or samples using a specific media are quoted by the job. Contact us via or by calling 1.888.569.3456 for more information.



Call Help Desk:

1.888.569.3456
8:30am - 5:30pm EST, M-F "Over the past two years, my company has utilized a number of New Vision services. These include custom profile and sample generation, lead generation programs, creation of product brochures, and trade show support. We have always found New Vision to be a valued partner, ready to listen to our request. They gather the proper market-related information and provide professional, timely services. I would highly recommend them to any company looking for the services they provide." --Hewlett Packard