Q & A

Questions about Bancsource? You may find the answers right here to some of the questions you have concerning Bancsource sales or service.

Q. What kind of response time can I expect for repairs?

A. Four hours or less on mission critical equipment. Same day on most other equipment. Response Time Service Level Agreements can be customized to meet your individual requirements.

Q. Do you have a Field Engineer near me?

A. Most likely we do. In addition to over 200 full time Field Engineers, we have a service network of partners which enable us to provide service in all 50 states and the District of Columbia. Since our business continues to grow, we may be in the process of adding more full time Field Engineers in your area, or will certainly consider it. Call or email us with your request.

Q. Are parts included in my maintenance agreement?

A. Yes.

Q. How do I handle after hours situations/emergencies?

A. Many clients have after-hour’s agreements in their contracts. We offer a 24-hour 800 number to place a service call. However, if after hours service is urgently needed, we will provide it whether the customer is under contract or not.

Q. When are Preventative Maintenance calls scheduled?

A. It depends on the equipment and the work load volume. It will range from once a month to once a year.

Q. What happens if my Field Engineer can't be on site in a reasonable time?

A. If your Field Engineer can’t be there, we’ll send the next closest available technician to ensure that we meet your expected response time. District Service Managers are available also to repair your equipment.

Q. If I purchase equipment and I'm not happy with it, then what?

A. Since we service the equipment we sell, we’ll stand behind it too. Plus, we offer a 100% money back guarantee.

Q. Do I have access to all service records/calls that have been placed from my financial institution?

A. Yes, online through the Bancsource Customer Care Center. Just register to gain access to our user-friendly, no-fee service.

Q. How does my Field Engineer know how to service such a vast variety of equipment?

A. Training is customized to the equipment in each Field Engineer’s territory. So if equipment is added, additional training is too. This unique system ensures that proper parts are warehoused and vehicles properly equipped.

Q. Where does Bancsource get parts?

A. Like manufacturers, we purchase parts from the manufacturers themselves or from other parts sources. Parts are checked to ensure dependability.

Q. Why should I use Bancsource instead of the original manufacturer?

A. Original equipment manufacturers are in business to sell equipment. Bancsource is in business first to maintain it, and replace only when necessary. We do our best to keep your equipment lasting as long as possible.

Q. Is your service priced by zones?

A. No. We provide the same pricing anywhere in America.