CUSTOMER CARE
Vanguard’s service and support is the fastest and most effective in our industry
The Vanguard Technical Assistance Center (VTAC) offers multi-level remote support to maximize customer uptime, phone support with dedicated, factory-trained service engineers, The right experience levels to handle all cases and a Customer Portal, available to all our users with self-help technical bulletins & procedures and loads of other information to help keep your printer running at optimum performance.
SERVICE & SUPPORT
GET IN TOUCH WITH SUPPORT NOW
Vanguard Digital Support
470-326-3790
ext. 2
470-326-3790
ext. 1
To access guides and information on our Customer Portal, please send us a request using the Support form.
SERVICE CONTRACTS
We know how critical uptime is, so we have a range of Service Contracts to best suit your business needs that features discounts and inclusion on several different support elements. Vanguard Digital offers contracts with increasing levels of coverage including various potential discounts on parts, labor, travel and training.
WORKSHOPS
Training at Our
Vanguard Digital Experience Center
2024 Training Workshop Dates
VK Model Workshop January 30 – 31 | VR Model Workshop February 1 – 2VK Model Workshop March 19 – 20 | VR Model Workshop March 21 – 22VK Model Workshop June 4 – 5 | VR Model Workshop June 6 – 7VK Model Workshop October 29 – 30 | VR Model Workshop October 31 – November 1
The 2025 Workshop Schedule will be released and posted here in December of 2024.
The Training Workshops provide Vanguard Digital printer users with the opportunity to get away from the daily production atmosphere and take part in an intimate overview of their printer model with operator, applications and maintenance training – all with a hands-on approach. Attendance is limited to 6 people per Workshop.
Do you want to sign up to attend or have questions? Please contact Becky McConnell at becky.mcconnell[at]durst-group.com
FREQUENTLY ASKED QUESTIONS
When should we use leading + trailing lamps and 100% intensity?
Answer: Leading + Trailing lamps and 100% intensity should be used at all times for maximum cure. The only reason to not use Leading+Trailing is when you are going for a gloss effect (Leading Lamps) or when the media starts to buckle and warp from the heat of the lamps. Our Vanguard Digital support team can advise on which setting is best for you.
When should filters be changed?
Answer: Filters are recommended to be changed every 6 months or 13 liters of ink, whichever comes first.
Can I used expired ink?
Answer: No. It is not recommended to use ink that has expired.
Do I turn off my printer at night?
Answer: Follow the maintenance procedure for End of Day shutdown. Please ensure you have a battery backup plugged into the machine.
How often should I purge my heads?
Answer: We recommend purging your printheads on average every 4 hours.
How do I know when I need to add more ink?
Answer: Sensors in the main tank will indicate low ink and an alarm will notify you to refill.
How can I achieve color accuracy?
Answer: We offer professional built profiles for much of the industry’s most common substrates. In addition to those profiles, Vanguard has partnered with world-class color profile experts for your advanced color accuracy needs. Contact your local sales representative for more information.
Can I move my printer?
Answer: It is recommended that a certified Vanguard Digital service engineer be on-site to reposition your printer.
Can I service my own machine?
Answer: Yes, we train and encourage our customers to service and maintain their own printers. We offer multiple resources, as well as a 2-day training workshop once a quarter. You may register under the Workshop section on the Customer Care page. An attendance fee is required.
Can I source my own ink?
Answer: Vanguard Digital is committed to providing you with the best solution in every aspect of your printer. We supply a range of ink series and will discuss what is best for you. Purchasing ink from other vendors may cause devastating damage to your printheads and is not covered under Vanguard Digital warranty.
Can I purchase a service contract?
Answer: Vanguard Digital offers Service Contracts with a range of options. Our technical experts can help walk you through to select which option best suits your business needs based on experience, operations, and your future business goals.
As a Print Service Provider with a Vanguard printer, what resources do I have for information?
Answer: For Vanguard Digital printer users, you have access to our valuable Customer Portal. The Portal contains useful guides and helpful documentation, and the collection of information continues to grow.
How do I get access to the Customer Portal?
Answer: Simply fill out the Contact Form at the top of this page, and our Support group will provide you with the information you need for access.