Sales/ Service & Support
Epson wants customers to be able to identify products that meet their needs. We always look to provide accurate, readily understandable product information and quality after-sales service so that customers can use our products with peace-of-mind.
After-Sales Service for Epson PCs
Epson Direct Corporation's support policy reads as follows: "Every second counts. Never make customers wait. Earn customer satisfaction and ongoing loyalty."
Our customers' work does not wait when their PC fails. Obviously a strong quality program is essential for preventing PC failures in the first place, but when failures do occur, minimizing customer downtime becomes the top priority. We provide a one-day guarantee on repairs, during both the standard warranty period and for the extended pick-up warranty. If an Epson PC should fail during the coverage period, Epson Direct will repair it and return it the next day, weekends included.
Service Personnel Skills Competition
Every year, Epson Sales Japan holds a skills competition for customer engineers (CE), who provide after-sales service for Epson products in the field.
The 2017 skills competition was held at Seiko Epson's Hirooka Office, where 20 CEs from around Japan who were selected based on a screening test competed to be the top inkjet customer engineer.
In an elimination round, the CEs were asked to repair a PX-M7070FX Smart Charge A3 multifunction printer. They were graded on the speed and accuracy of their work. In the championship round, the six remaining CEs were given the task of repairing an LX-10000F high-speed linehead inkjet multifunction printer. They were graded on the accuracy of the repairs performed, their ability to explain operations and make recommendations according to customer needs, and their ability to report repairs made in a way that was easy for customers to understand.
The competition, which is also attended by design engineering and quality assurance personnel, is also used to identify areas that could be improved in the future to enable Epson to provide even better products and services.
In the 2017 competition, Shoji Abe from the Rokko Service Center won the competition as a result of his accuracy in every task.
Through the skills competition, Epson Sales Japan Corporation continues to work to improve the repair skills and the quality of CE interactions with customers, so that they can appreciate the benefits of inkjet technology and good service.
Epson Square Shinjuku
The refurbished Epson Square Shinjuku opened in Tokyo in April 2016. It presents Epson's extensive lineup of products springing from the Epson 25 Corporate Vision comprising innovations in the four areas of inkjet, visual communications, wearables and robotics, with business printers, projectors, large-format printers, PCs, image scanners and so on for businesses.
Epson Square is a great place for customers who are looking to purchase an Epson product to try the latest products, and for our distributors to hold important business meetings. We demonstrate products that suit various customer applications and uses, holding regular, hands-on product workshops so that our customers can gain a fuller understanding of their functions and features.
In order for us to provide an ideal environment for visitors to explore our products, we ask them to make a reservation in advance and let us know what issues they hope to solve.
EpSITE1 holds a wide range of appealing and useful seminars designed to share the fun of printing and displaying photos.
There are free lectures that anyone can drop in on, no registration required. These lectures teach basic knowledge on digital printing and introduce simple and convenient ways of using printers. In practical skills courses, each participant works with one machine. Courses cover a wide range of material, from printing basics to hands-on courses in products like the SC-PX5VII (overseas model name: SureColor P600). Also offered are workshops. Their curriculum includes seminars in which professionals from different business fields teach advanced techniques. (Practical skills courses and workshops are available by reservation and require a fee.)
The aim of these photo seminars is to help participants pick up the knowledge and skills they need to enjoy digital printing and have a better appreciation for photography.
1 EpSITE, a facility dedicated to photography and managed by Epson, is equipped with a photo gallery, rental photo lab, and facilities for hosting a variety of events, including photo seminars and photo exhibits.
Epson New Photo Forum
The Epson New Photo Forum is a photography event that conveys the enjoyment of printing photos, including basic knowledge of inkjet printing, how to print correctly, and techniques for finishing photos as works of art.
The latest inkjet printers are displayed at the event venue, as well as the following presentations.
- Printing seminars for making art photos.
- An exhibition of prints of photos provided by customers.
- An exhibition of printed works using a variety of print paper and different manufacturer's cameras.
Epson New Photo Forum 2017 had been held as follows.
<East Japan/ Tokyo>
Date: 23.Sep, 30.Sep, 7.Oct
<West Japan/ Osaka>
Participants enjoy an event where professional photographers offer critiques of customer's photos.