Technical Support FAQ's

Q: What information do I need before calling the Crowley support line?

A:To better answer your questions and to help solve any problems, please have the following information available when contacting The Crowley Company technical support team:

• Equipment type (brand, model)
• Equipment serial number (see below)
• Software name and version
• Physical address of the equipment
• Detailed description of any errors or what the operator was doing when the error occurred
• Sample images, if available
• Contact information

Q: Where can I find my scanner’s serial number?

A:If you have an equipment maintenance agreement, it will be listed on the front page. Otherwise, you may find the number on a metal tag on the back of your microfilm, microfiche, aperture card, duplicator, processor, archive writer or book/document scanner.

Q:What is my software serial number?

A:Your software serial number is the same as your scanner serial number, which can be found on a metal tag at the back of your equipment or on the front page of your equipment maintenance agreement.

Q: How do I know if I have a maintenance agreement?

A: Contact support@thecrowleycompany.com

Q:Can I really save money by purchasing an extended warranty or maintenance agreement?

A:In every case, an extended warranty or maintenance agreement allows for cost savings, although it may be more obvious in certain instances. In the case of a depot warranty, the owner is only responsible for shipping costs. On maintenance agreements, the regularly scheduled servicing ensures that your scanning equipment or software is in peak operating condition, allowing for maximum return on investment.

Q: How long will it take for someone to repair my scanner/software?

A:As you might expect, each case is taken on an individual basis. When your service call or email is first received, it is immediately discussed with our service department manager and scheduled with the technician who is most well-suited to the particular scanner model, software release or technical task. Within 24 hours – and often sooner – you will be contacted with specific details.

Q: Can I request a specific technical support representative by name?

A: We are pleased to know when one of our technicians provides exceptional support. If at all possible, we will try to honor requests, but please note that there are times when their specific expertise may be needed elsewhere or they are on the road and cannot get to you in a timely manner.

Q: Why do you have a service agreement with Kodak?

A:This is solely a customer benefit as our agreement allows for a quicker turnaround on minor repairs or regular maintenance in cases where there is a Kodak office closer in geography than one of our Crowley offices. Nothing changes from the client end – The Crowley Company is still your only contact. All Kodak personnel within the agreement are trained on the specific brands that The Crowley Company distributes including Mekel Technology, InoTec and Zeutschel.