Service Call Procedures
HelpDesk/Software Support:
Call 800-877-1732 (You'll want to select the Michigan office)
Current staffed Help Desk Hours are: 8:00am ET – 5:00pm ET, Monday-Friday
7x24 Assistance for System Down is available via Voice Mail/Paging.
-system down includes, server, credit or >50% of terminals/lanes
(Call will be returned within 45 minutes OR LESS)
Calls may be placed via email (during business hours) to: dispatch@bmc-pos.com
Email should include the following:
- Site Name
- Contact Name
- Site Phone #
- Contact Phone # (if different than site)
- Description of problem
- Impact on business operations
Expectations for Call Back:
- Warranty & Maintenance customers: Within 1 hour (<60 minutes)
- Time & Materials customers: Within 4 hours (<240 minutes)
- "System Down" calls prioritized to first available resource
- "System Down" includes, server, credit or >50% of terminals/lanes
Hardware and T&M Service:
Call 800-877-1732 (You'll want to select the Michigan office)
Response times are <12 business hours ("System Down" prioritized to first available resource)
Escalated response times available for additional charge
Charged at then current labor rates plus parts
BMC Depot Repair T&M Service:
BMC
ATTN: Repair Center
7833 Rickle St
Lansing,MI 48917
BMC depot repair service may be requested at 800-877-1732
Advance exchange replacements can be provided for an exchange fee versus repair fee
Ship failed equipment to BMC Repair Center in Lansing, Michigan
10-business day turn-around time from receipt in Lansing
Media/Supplies:
For paper, labels, ribbons or supplies; call 800-877-1732 x575, Terry Vanderzand
You may email Terry as well: tvanderzand@bmc-pos.com
Escalation Contacts:
GMS Support Team Leader, Bailey Bauer, 800-877-1732, baileybauer@bmc-pos.com
VP Professional Services, Bobby Bauer, 517-512-6660, bobbybauer@bmc-pos.com
Account Manager, Bob Bauer, 517-512-6650, rbauer@bmc-pos.com