I rang in the morning and was told there and then that someone could come out within the same day, this was great and an unexpected bonus, i thought I may have to wait a few days or so. Novac arrived and was very friendly and helpful. Novac appeared to do a very thorough check of our printer, giving it a clean and was very informative when explaining the part, although he could not fix the problem there and then he was most apologetic for this and explained a new part needed to be ordered and as soon as the new part was in, an engineer would be back to fix this. I was very happy with the service, great customer service - a rarity nowadays!