20 August, 2020
Roland DG Australia – Service and Support Update
Restrictions Around Australia: QLD, NSW and VIC Border Closures
Roland DG Australia continues to support our customers across Australia. However, the current Queensland, New South Wales and Victoria border closures make it difficult for us to carry out cross border scheduled services in these states. Where possible, we are working with our authorised local service network to carry out service runs for our customers located in towns close to these borders.
Service and Support for Our VIC Customers
Currently, due to local restrictions, Roland DG are prioritising break fixes and postponing country runs and services for all customers across Victoria.
For our customers who have had to close their business due to the current restrictions, we are here to support you when you’re up and running again. For our customers providing work for “essential services,” and who are still operating, we ask that you provide us with your COVID-safe plans when you book a repair visit, in line with the current rules and regulations from the Victorian Government. This is to ensure the necessary precautions are in place in order to maintain the safety of your staff and our technicians attending site. We understand you may have similar plans in place to limit interactions with customers and suppliers, and our team may ask for an update on these prior to visiting, should a break fix be required.
We’re Here to Support You Remotely
We are here to support all of our customers during this time, so please contact our support team if you need assistance. We can assist you via online tools and remote support where possible.
With the postponement of our face-to-face Roland DG Academy training, we are finalising a range of Roland DG Academy online courses that will be available soon. You can also visit the blog section on our website, and our YouTube channel for a wide range of support videos to assist you.
Roland DG Product Warranties
The current delays will not affect any applicable warranty coverage provided by Roland DG, and we will endeavour to book in your Preventative Maintenance as soon as possible.
Upcoming Service Bookings
In accordance with our Roland DG Service program, we continue to send out service reminder emails. We request that you still book in your service online so that we can coordinate this accordingly: https://www.rolanddg.com.au/support/customer-support-form
Roland DG and our service providers will continue to communicate updates to our customers whilst we work through these challenging times. Please be aware that there may be delays in booking your service, however we will assist you as best as we can.
3 July, 2020
Roland DG Australia Supports Customers with 3 Month Product Warranty Extension
Roland DG understands that the COVID-19 pandemic has impacted customers in many different ways and as a result their Roland DG devices may not have been used to their full potential over the past few months. In an effort to support our loyal customers, Roland DG Australia has initiated a 3-month warranty extension program for eligible devices. Any customer whose device was under warranty as of April 1st, 2020 will receive a 3-month warranty extension as of that date, free of charge. Customers will be notified directly within the coming weeks if their device is eligible and no action is required by the customer to activate the extension.
“This has been a challenging time for many of our customers,” said John Wall, Managing Director of Roland DG Australia. “As always, Roland DG wants to make sure that customers know that the Roland DG brand is there for them in times of need to keep their businesses running. Extending the warranty on eligible devices is just one way we hope we can help you, our customers, during these difficult times.”
If you have questions about the eligibility of your Roland DG device, or would like further information, please contact us on 1800 555 199 or email email@example.com.
Please note: The warranty extension is subject to the conditions of the warranty. Full terms and conditions can be found in the Warranty Statement here. Eligible customers will be notified directly.
24 June, 2020
Roland DG Australia – Company Update
Roland DG Australia would like to thank you for your continued support during a challenging few months. As we move to a “new normal” and look to navigate a way forward, many programs and services that we had put on hold due to the pandemic, have been rescheduled or re-activated, with social distancing regulations in place.
Service and Support
Previously, we had advised that we were limiting travel to essential breakdown customers, and delaying Preventative Maintenance services. However, as travel and many other restrictions slowly ease across the country, we are now able to broaden our ability to conduct service runs. Our team is working with our customers to book in services, to ensure peace of mind so you can hit the ground running again. If you would like to book in a service, please contact us.
If you have a vinyl cutter, now may be a perfect time to self-service your machine. Visit our website to find out how.
Sales and Orders
Our full sales team is on hand for any sales or order enquiries. Please contact the sales team if you require assistance.
Roland DG Academy Training
From July, we will re-commence our face-to-face Roland DG Academy courses for 2020, VersaWorks: Beyond the Basics and Profit Through Personalisation, adhering to strict guidelines around social distancing and hygiene. Visit our website to book your place and view upcoming course dates, and check back regularly as we may add further dates and locations in the coming months.
We continue to offer our remote online RolandClinic session daily. You can book your session online if you have something in particular that you would like to discuss.
We’re Here to Help
All Roland DG employees are here to support our customers and are committed to helping them to operate as they have been, or to get their businesses up and running again. Whilst many continue to work remotely, we are gradually moving back into the office in the coming weeks and months.
Contact us if you need assistance.
24 April, 2020
Roland DG Australia – Company Update
Roland DG would like to thank you for your patience over the past few weeks as our teams continue to support our customers and partners. With reports of the the COVID-19 infection rate flattening, it is encouraging to see that the various measures implemented in Australia are having a positive impact. However, while social distancing rules are still in place, most Roland DG staff continue to work remotely.
It has been pleasing for us to be able to maintain a good amount of communication with our customers, and to be able to assist and support in any way we can during this time. Our full support team remains in place, so please contact us if you have questions or require assistance. For sales and order enquiries please contact the sales team.
With current restrictions affecting our ability to run Roland DG Academy courses and face to face support sessions, we are now offering free remote RolandClinic sessions every day. Visit https://www.rolanddg.com.au/sites/we-are-here-to-help/rolandclinic for more information and to register.
We would like to thank you for your continued support, and hope everyone stays safe and healthy.
25 March, 2020
Roland DG Australia - COVID-19 Business Update
As the situation surrounding the COVID-19 outbreak continues to evolve, Roland DG is committed to supporting the needs of our customers and partners, while following the guidelines provided by the government. Following on from the latest update, Roland DG will continue to be operational, with some necessary adjustments to be made in line with the current health & safety requirements as some of our team Work From Home.
For customers and partners requiring software and technical support, we will have our full support staff available. The preferred method of contact is via our online support request form https://www.rolanddg.com.au/support/customer-support-form. The team can also be contacted by phone and e-mail, but please be aware that there may be some delays in getting back to you during this challenging time.
Roland DG Australia is limiting domestic travel, and as such the Service Team are focusing on essential break fix services only. We request that customers still book your service online at https://www.rolanddg.com.au/support/customer-support-form.
At this stage Preventative Maintenances will be delayed in order to minimise contact as advised under the current guidelines. The delays will not affect any warranty provided by Roland DG as long as other warranty terms are maintained, and we will endeavour to book in your Preventative Maintenance as soon as possible.
We hope that during this difficult time our customers are able to continue to operate as normal, however we understand that there may be some adjustments that will need to be made to your current operations. To support you should you require to close your operations for a period of time, we have put together the correct procedures for extended periods of non-use of your Roland printers. This can be accessed here.
Current stock levels have not been affected, so the supply of product and consumables will continue as normal, with freight and warehousing services remaining unchanged.
We would like to thank you for your patience and understanding, and we wish everyone good health and hope you remain safe through the days and weeks ahead.
24 March, 2020
Printer Shutdown Should It Be Required
We hope that during this difficult time our customers are able to continue to operate as normal, however we understand that there may be some adjustments that will need to be made to your current operations. To support you should you require to close your operations for a period of time, we would like to remind you of the correct procedures for extended periods of non-use of your Roland DG printers. This can be accessed here.
17 March, 2020
Important Update From Roland DG
Roland DG Australia, in the midst of the current situation surrounding the COVID-19 virus, has followed advice from officials in order to minimise potential effect.
We continue to be open for business, with precautions in place to protect the safety and well-being of our employees, their families, our partners and customers. There may be delays in getting back to you during this challenging time. The effect of delays has also been communicated by our service providers from our warehouse, shipping and other support services so we ask for your understanding whilst we work through this.
Through perseverance and optimism our industry can overcome the current situation by working together and following the guidelines set out by the authorities. We will provide updates as any new information comes to light.
Thank you for your patience and understanding.
We wish everyone good health and hope you remain safe through the days and weeks ahead.
18 March, 2020
Current Service Procedures
Roland DG Australia, given the current situation surrounding the COVID-19 virus, has followed advice from officials in order to maintain social distancing where possible and minimise potential effect of spreading the virus. Roland DG will continue to be open for business, with precautions in place to protect the safety and well-being of our employees, their families, our partners and customers.
Presently we are limiting domestic travel, however the Service Team are working to book in only essential break fix services. At this stage Preventative Maintenances will be delayed where possible in order to minimise contact as advised under the current guidelines.
The current delays will not affect any applicable warranty coverage provided by Roland DG, and we will endeavour to book in your Preventative Maintenance as soon as possible. We understand that our customers may be putting similar plans in place to limit interactions with outside customers and suppliers and our team may ask for an update on these prior to visiting should a break fix be required.
Please be aware that in accordance with our Roland DG Service program we are still sending service reminders, and we request you still book your service online https://www.rolanddg.com.au/support/customer-support-form with us so we can coordinate accordingly.
Roland DG and our service providers will continue to communicate updates to our customers whilst we work through these times. As everyone else is, please bear with us as there may be delays in getting your service done during this challenging time.