Service & Support

Texas Label Printers is based in Houston, Texas and has sales and service operations in Dallas, Fort Worth, Austin and San Antonio metropolitan areas. We are authorized resellers for Afinia Label, Colordyne, Epson, Muratec and NeuraLabel. We are also authorized servicing dealers for Afinia Label and Muratec and provide on-site service for their products in the Texas metropolitan areas mentioned above.

Contact Service & Support
Phone: 888-420-6857 (Extension 2)
Email: Support@TexasLabelPrinters.com

For immediate support, we recommend that you first contact the manufacturer of your product as they will be able to diagnose and resolve technical issues faster in most cases. The contact information for the technical support departments of each manufacturer is listed below:

Afinia Label Technical Support
Afinia Label Support Page
952-556-1608
support@afinia.com
Colordyne Technical Support
Colordyne Support Page
262-317-7591
support@colordynetech.com
Epson ColorWorks Technical Support
Epson ColorWorks Support Page
562-276-1314 (Extension 3)
Muratec Technical Support
Muratec Support Page
800-347-3296
mai_service@muratec.com
NeuraLabel Technical Support
NeuraLabel Support Page
800-364-8728
support@neuralabel.com
Zebra Technical Support
Zebra Support Page
877-275-9327

Types of Service Available

Shipping your printer back to the manufacturer every time that it needs to be repaired is not always a practical solution for anyone who relies on label printers for their business. Thankfully Texas Label Printers, LLC offers both phone support and optional on-site service throughout the United States and Canada via our in-house technical support staff and other third-party service networks, so you can rest assured knowing that your printer can be repaired quickly without necessarily having to wait weeks for it to be shipped back and forth across the country to the manufacturer. Please contact us for more information about the service and service contracts that we provide. Or read more information below about the different types of service offered to you by Texas Label Printers or the manufacturer of your product.

On-Site Service

On-site service is performed by either an authorized servicing dealer (such as Texas Label Printers) or a third-party organization that is an authorized service center or service provider. There are some differences between the two:

  • A third-party organization that provides on-site service is usually a company that does not resell the label printers but contracts with the manufacturer to service their products for their customers who have purchased the manufacturer’s printer. When on-site service is requested by a third-party, the manufacturer will contact the third-party and have them visit the customer at their location to resolve the service issue. In most cases, once the diagnosis is made, the manufacturer will ship a part to the customer and the third-party will arrive to install the part to get the customer’s printer working. Response times usually within 24 to 48 hours, and could take a few days for the repair to be complete depending if replacement parts must be ordered.
  • On-site service performed by a servicing dealer may also vary. Texas Label Printers usually keeps frequently used parts in stock. Many times, a problem may be resolved over the phone, however, if an on-site service call is required, we usually are able to respond the same day if a the call is placed early in the day, or next day if the service call is placed in the afternoon.

If Texas Label Printers does not offer on-site service in your area, please contact the manufacturer to locate either a servicing dealer or third-party service provider.

Depot Service

Depot service is performed by the manufacturer (typically under warranty) and requires the customer to ship the printer back to the manufacturer for repair service. Each manufacturer has different policies regarding depot repair, but generally the shipping cost is the customer’s full or partial responsibility unless the repairs are done within the first 30 days. If the printer is still under warranty, then the repairs are typically done for free as long as the customer pays for shipping. If the printer is not under warranty then the customer is responsible for shipping both ways plus the cost of the repair. The customer may be without the use of the printer for 2 to 3 weeks or longer, which could be a problem for some customers that need the printer to print labels for products (or other applications within their respective businesses) while the printer is being repaired.

Replacement or Swap-Out Warranties

A replacement or swap out warranties are offered by some manufacturers in place of on-site service agreements or where on-site warranty is not available. This warranty service offered by the manufacturer provides the customer a swap out of the printer should there be a problem with the printer that cannot be resolved over the phone. The manufacturer will ship a replacement printer to the customer who then sends the defective printer back to the manufacturer in the box they received the replacement in. Examples of this type of replacement warranty is Epson’s popular Spare-In-The-Air and Afinia’s Hot Swap warranties.

Time and Material Service

Service performed on a time and material basis (billed at an hourly rate). Texas Label Printer’s hourly rates are $150.00 per hour plus a $40.00 trip charge per occurrence plus any applicable parts required for repair.

Note: Not all service types described above are offered with every printer sold on our website.