Support

Service & Support

Having a problem with your printer?

Try our
KnowledgeBase for self-help (including videos on how to clean your printer). Many issues can be resolved telephonically or by Remote Connection. Call us on 1300 723 203 (ask for Service Dept) or email Service Department.

If the issue cannot be resolved telephonically, or by referring to the Knowledge Base, then we can visit your site to assist or the printer can be sent to us for a general service or fault rectification. Please complete the online
Service Booking Form and submit it to us to book a service.
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Software Downloads

  • iDesign
  • CardExchange
Tab 1

iDesign Software download

Download the latest version of the iDesign.
The demo version can be licensed by contacting us for a licence serial number. 

Idesign
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Tab 2

CardExchange software download

Download the latest version of CardExchange.
The demo version can be licensed by contacting us for a licence serial number. 

Idesign
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Knowledge Base




Our
KnowledgeBase is a useful source of information for self help, including maintenance and cleaning videos, setup instructions and lots more.

Follow this link to access the KnowledgeBase.





Service Booking Form

Please complete and submit the following form if you require any of the following :
  • a card printer to be serviced,
  • an on-site callout by one of our technicians,
  • a remote connection software support session.
Once we receive the form we will email you with a Case Number.
For Callout requests, we will contact you to arrange a date and time for the callout.
Contact Information
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You must select a vaue from the dropdown
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Printer Information
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Service location
Will the service to be “Onsite”, or will you be sending the printer in to our Service Centre (Return to Base)?
Service type required
Warranty Status
What is the warranty status of your hardware?
NOTE that warranty does not apply to software.
Items included
What items are you sending in with the printer?
Service charges
Service Charges
Hourly rate $190/hour (Excl GST)
Minimum 0.5 hour.
30 minute increments.
All charges quoted are "Return to Base" charges.
Callout charges for On-site service will apply.
Call Out Charges
  • Zone 1 (Perth Metro 25km) $90.00 (Excl GST)
  • Zone 2 (Outer Perth Metro 50km) $120.00 (Excl GST)
  • Mandurah $210.00 (Excl GST)
  • Bunbury $280.00 (Excl GST)
  • Other Areas - POA.
Agreement
By submitting this form, I agree to the service charges as outlined above and understand that insurance on shipments is the responsibility of the sender (even if arranged by Vision IDZ). Incorrect or poor packaging may void warranty.

I agree to the Terms & Conditions of Service (see below).

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Terms & conditions of service
Printers sent in for testing without a ribbon will attract a charge for one ribbon.
Jobs will be completed without consultation if the total service and hardware cost is less than $250 unless otherwise specified.
Quotes (requiring equipment inspection) unless notified in advance will be charged at $70 (plus call out if onsite) if job does not proceed.
Estimates can be provided free of charge based on accurate fault description and sample cards.
Vision IDZ is not responsible for damage caused by improper packaging, please use original package.
Vision IDZ reserves the right to repack goods in suitable boxes and charge $100 deposit, refundable on box return.
Vision IDZ will not be responsible for damage during transit in any direction.
Payment terms are net 7 days from invoice.
Remote Connection

We use TeamViewer for a secure and private remote connection to your PC for quick software issue analysis and rectification. For more information on the TeamViewer secure connection, please review their security page at https://www.teamviewer.com/en/products/security.aspx.

If instructed to do so by one of our support technicians, please click on a button below.