Every equipment seller says their support is good. The only way to know is to ask specific questions and check the answers with owners. Here’s what support from The Wall Printer® looks like, and how to judge any seller’s support before you buy.
What you get from us
- Lifetime support from Wilmington, NC, for as long as you own the printer.
- Hours: 9am to 8pm ET, seven days a week.
- How to reach us: owners log in through thewallprinter.com, and there’s a phone line with a menu that gets you to the right person.
- Training you can go back to: your full training day is recorded.
- A yearly health checkup: a video call with the team, timed to when you start a new ink cycle.
- Up to five years of hardware warranty on new machines, and six months on certified reconditioned.
The support team
The people who answer are the same people who assemble, test and train on the machines: Chris Borden, Jason Landkammer, Bruno Araujo Moreira, Coy Rierson and Mason Kellum. You can meet them on our team page.
What owners say
Terry B., who owns Viking Designs & Graphics in Lubbock, TX, told us: “Our biggest focus was customer service. Yes, we spent a little more on the printer, but in turn, I have access to customer support within the hour or less.” Carlton and Megan Jones of Divine Wall Murals in West Palm Beach said they chose The Wall Printer® “because it came with the support,” and that the support came through.
I’ve had to use service quite a bit since I got my unit, and they’ve been great. Everything they said they’d do, they did.
It turned out I had a bad port on my computer, right out of the box. We went through the troubleshooting and they overnighted me a brand new computer. Everything the marketing promised has been delivered. Now it’s on me.
How to judge any seller’s support
Ask these before you buy, from us or anyone else:
- What are the hours, and do they include weekends?
- Who answers: the people who know the machine, or a call center?
- How do you send a photo or a video of a problem?
- Where do parts come from, and how long do they take?
- Is support included for as long as you own it, or for a set period?
- Can you talk to two owners who’ve needed support in the last year?
Then call the owners. They’ll tell you what the brochure doesn’t.
Questions people ask
What are the support hours?
9am to 8pm ET, seven days a week, from Wilmington, NC.
How long does support last?
Lifetime support is included with every printer package, for as long as you own the printer.
Is there a yearly service visit?
There’s a yearly health checkup with the team on a video call, timed to when you start a new ink cycle.
Thinking about a printer? Tell the team in Wilmington what you want to print and where, and we’ll give you a straight answer on whether it fits.
Before you buy: straight answers to the questions buyers ask us.
- The first 90 days with a wall printer: what actually happens
- Five assumptions that make any wall printer calculator look better than real life
- How a $500 wall printing job can lose money
- Print heads: what wears out on a wall printer, what it costs and how to make it last
- Walls to think twice about before you print on them
- Where a wall printer struggles, and how owners plan around it
- A $40,000 printer package or a cheap import: what you’re actually comparing
- What support looks like after you buy a wall printer
- Who shouldn’t buy a wall printer
- What it takes to do well with a wall printer: the five pillars
- Questions to ask a wall printer owner before you buy
- The three kinds of wall printing jobs, and what each one sells for
- How fast does a wall printer print?