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