Fujitsu Computer Products of America

Fujitsu's Imaging Product Group Adds New Options To Scanning Service Suite

San Jose, CA, February 3, 2003 — Fujitsu Computer Products of America, Inc. (FCPA), a market leader in document imaging scanners and services, today announced that FCPA's Imaging Products Group (IPG) has expanded the scope and breadth of its customer service suite, the Fujitsu Service Advantage. Adding to its array of existing packaged services are new programs including, "4-Hour Response Time," "Co-Terminus Basic Service," "Single Event Preventative Maintenance," "Installation Service," and "Training Service."

The new additions to the Fujitsu Service Advantage suite -- which already include its flagship program, ScanCare™ and Advance Exchange -- provide even more flexibility to create custom service solutions for each customer. Whether informational or technical expertise is needed, Fujitsu's customizable suite can extend to meet nearly any company's service requirements.

"The new additions to the Fujitsu Service Advantage suite are a result of the company's significant investments to the service business over the past 18 months," said Reza Majindasari, Vice President, Engineering and Customer Care, Imaging Products Group, Fujitsu Computer Products of America. "In addition to the new options, we have also placed a specific emphasis on Fujitsu customer service and field service engineer employee training and resources. Fujitsu employees now service the vast majority of our customers resulting in increased service levels and first-visit repair."  

"Fujitsu has a long and rich legacy of building cutting-edge imaging products that are inherently customer-oriented given the features they include," said Theresa Herweg, Senior Manager, Service Marketing, Imaging Products Group, Fujitsu Computer Products of America. "With this significant expansion of our Service Advantage suite, we are providing an even broader customer support package that begins with award-winning imaging solutions and carries through to the entire product life cycle."

Fujitsu's New Service Advantage Offerings

4-Hour Response Time

Fujitsu recognizes that even a few hours of downtime can have a big impact on any business. To address this issue, Fujitsu introduces 4-Hour Response service on select departmental and production scanners. 4-Hour Response provides dramatically faster response times and outstanding service by a trained technician. Fujitsu representatives are available for on-site service between the hours of 8:00 a.m. to 5:00 p.m., Monday through Friday, in many major metropolitan areas across the nation.

Co-Terminus Basic Service

With the new Co-Terminus program, Fujitsu's Basic and Basic Plus service that include parts, labor and travel, may now be purchased in single month increments. This option is offered at the time of sale or prior to warranty/contract expiration to synchronize contracts at multi-unit installations or to meet purchasing requirements. It is also available after standard limited warranty terms expire with an on-site inspection.  

Single Event Preventative Maintenance

Fujitsu's Single Event Preventative Maintenance service provides customers with Fujitsu authorized service engineer support for on-site cleaning, inspection and scanner adjustment to maintain peak performance.  Also included are required consumables and operator instruction on routine scanner maintenance. This offering is ideal for customers wishing to enhance their ScanCare, Basic or warranty contract coverage and is available for select departmental and production scanners.

Installation  

Fujitsu's comprehensive Installation service gives customers a no hassle scanning solution set-up for a new scanner. A Fujitsu representative works on-site to install and verify the operability of the scanner, and distribute the "Fujitsu Scanner Cleaning and Maintenance Guide" which demonstrates -- with step by step instructions and diagrams -- the proper procedures for cleaning and replacing the consumable parts required for the scanner to operate at optimum performance.  

Training

Fujitsu's Training service program provides customers with a Fujitsu authorized service provider for training on routine operator scanner maintenance, consumables replacement, scanner features, basic system operation and troubleshooting. This option is offered at the time of sale and can be purchased throughout the product life-cycle.

Additional Fujitsu Service Advantage Suite Offerings

ScanCare

ScanCare, Fujitsu's flagship offering, is a comprehensive service combining scheduled preventative maintenance, timely delivery of scanner consumables and training with the Basic on-site service parts and labor. Response time options include 4-Hour or next business day and may be purchased either as an upgrade to the standard limited warranty or in the post-warranty years.

Basic

Fujitsu's Basic service provides on-site service parts and labor with either 4-hour or next business day response time options.  Depending on the product's standard limited warranty, Basic may be purchased as an upgrade or in the post-warranty timeframe.

Advance Exchange

In the unlikely event of a hardware failure, Advance Exchange provides advanced replacement before the return of a failed or broken device.  Advance Exchange is offered post-warranty for workgroup scanners or as an upgrade on select products during the standard limited warranty period.  To be eligible for the Advance Exchange replacement program, the purchaser must sign an Advance Replacement agreement to secure the replacement product.  

ScanAid

Fujitsu's ScanAid kit is a factory-authorized, consumable parts kit providing customers a flexible, remedial service option for preventative maintenance.  Convenient, easy-to-install consumable kits come complete with instructions and cleaning supplies.  ScanAid can be purchased at any time.

The Fujitsu Service Advantage

Fujitsu has the resources, skills, experience, and processes to deliver quality service to all customers.  Expert service throughout the value chain -- that's the Fujitsu Service Advantage.  

• With Fujitsu, it's about quality. Fujitsu is known for its highly trained field service engineers and skilled first-line phone support.
• With Fujitsu, it's about customer satisfaction. Fujitsu offers turnkey maintenance solutions to maximize the reseller value proposition and minimize end-user downtime.
• With Fujitsu, it's about delivery. Technical support is staffed by dedicated imaging specialists to assist with installation, troubleshooting and call escalation. Whether it's break-fix or preventative maintenance, customers have a single point of contact for fast resolution.

For more information about Fujitsu services, contact a Fujitsu distribution partner or service sales at 800-301-9475 or visit: http://www.ImagingService.com.

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About Fujitsu

Fujitsu is a leading provider of customer-focused IT and communications solutions for the global marketplace. Pace-setting technologies, high- reliability/performance computing and telecommunications platforms, and a worldwide corps of systems and services experts make Fujitsu uniquely positioned to unleash the infinite possibilities of the broadband Internet to help its customers succeed. Headquartered in Tokyo, Fujitsu Limited (TSE:6702) reported consolidated revenues of 5 trillion yen (about US$38 billion) for the fiscal year ended March 31, 2002.  
For more information, please see: http://www.fujitsu.com

About Fujitsu Computer Products of America, Inc.

Fujitsu Computer Products of America, Inc. (FCPA) conducts engineering and marketing activities in San Jose, CA and sales operations throughout the United States. FCPA's current product and service offerings include hard disk drives, tape drives, magneto-optical drives, scanners and scanner maintenance. FCPA is located at 2904 Orchard Parkway, San Jose, CA, 95134. For more information about Fujitsu products and services, call us at 800-626-4686 or 408-432-6333
For more information, please see: http://www.fcpa.fujitsu.com

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Copyright 2002 Fujitsu Computer Products of America, Inc. All rights reserved. Statements herein are based on normal operating conditions and are not intended to create any implied warranty of merchantability or fitness for a particular purpose. Fujitsu Computer Products of America, Inc. reserves the right to modify at any time without notice these statements, our services, products, and their warranty and performance specifications.  To be eligible to take advantage of the Advance Exchange Replacement Program, the eligible purchaser must sign an Advance Replacement Agreement to secure the replacement product." Fujitsu and the Fujitsu logo are registered trademarks and The Possibilities are Infinite is a trademark of Fujitsu Ltd. ScanCare is a trademark of Fujitsu Computer Products of America, Inc. All other trademarks are the property of their respective owners.