FAQ

ANSWERS TO YOUR QUESTIONS

General

Who Are RTS Imaging Superstore?
RTS Imaging Superstore is the eCommerce website of Response Technical Services Ltd. Company Registration No. 4251713.
What Does RTS Imaging-Superstore Do?
We are one of the leading suppliers of document & microfilm scanners throughout the UK. In addition we have our own national service team providing on-site maintenance and support to the products we supply as well as third party support for all the leading brand manufacturers of document scanners and microfilm hardware.
How can I contact you?
If you have any questions about ordering or an existing order including delivery and after sales, please call our Customer Service team, Monday to Friday between 9am and 5pm, on 0800 328 1088 or email info@responsets.co.uk

Ordering

I don't want to buy online, what do I do?
There are other ways to place your order with us. You can call a member of our Sales Team on 0800 328 1088 and they will guide you through the process and answer any questions along the way. Purchase Order - You will need to be a registered UK company to order by this option.
Telephone Orders - We currently are unable to take credit card payments over the phone. We can send you an invoice with a link to SAGE PAY Secure payments.
How can I pay for my order?
Most major credit and debit cards, including Visa, Mastercard, American Express, Maestro and Electron are accepted online
How secure are my credit/debit card details?
All online payments are protected by one of the UK’s leading secure encrypted gateway services and there is a very strict privacy policy, meaning that none of your information is ever shared with third parties. All credit card numbers are encrypted when the order is placed using 256-bit encryption.

Delivery and Returns

How can I track the status of my order?
As soon as you place your order, you will receive an email confirmation which includes all your order details and your order number. You can then track the progress of your order at any time using this order number, by logging in to your online account, clicking the link in your order confirmation email or calling our Office. If you haven't created an account, it is a simple form to fill in.
How long will my order take to be delivered?
If you have selected Express Delivery, Your order is sent on a next day delivery service. You should receive your order the next day after you have placed your order (Monday - Friday only) Standard Delivery can take between 1 and 3 days for you order to arrive. There may be times where your order may be delayed due to circumstances out of our control. if there are unforeseen delays, a member of our team will contact you as soon as possible
What do I do if I want a refund?
If you are purchasing online or on the phone, please refer to our Terms and Conditions for details. In the instance that you are to be issued a refund, it will be processed via the same method that the initial payment was made. For example, if you paid for the item using a credit card, the refund will be made onto the same credit card
What information do you need to process a replacement or refund?
For enquiries related to a return or refund, please use our Contact Us page. Filling in the contact us form will ensure we receive all the necessary information to resolve the matter as quickly and efficiently as possible.

Hire

What is the Minimum Time I can Hire A Scanner For?
You can hire one of our scanners for any length of time, however there is a minimum charge of one week..
What is Included in The Hire Charge?
We Include with the scanner: All cables, Capture software, engineer support for any breakdowns. For production level scanners we will deliver and set up the scanner if required* (*an extra charge may be incurred)
What Type of Scanner Do I Need?
This will depend on how many documents / pages you need to scan and how quickly you need to get the job done. For those with a very large back log we stock document scanners that can scan up to 130 pages per minute with 500 Sheet Feeders.
All our document scanners can scan both sides of the page at once
What if I Need the Scanner Longer than I Anticipated?
If you need to keep the scanner longer than expected, you can extend the hire by contacting us by telephone.

Service & Support

What Area Do You Cover?
We cover most of the UK Mainland except Scottish Highlands. We have field based engineers all around the UK
Do I Need a Support Contract?
No, We can do one-off calls for a call-out charge. The call-out charge includes 1 hour labour on site. Additional time is charged at a set rate (please call for current rates).
What Brands Do You Support?
Document Scanners:
Brother, Canon, Epson, Fujitsu, Kodak / Bell & Howell & Panasonic.

Microfilm:
Canon, Kodak / Bell & Howell, Minolta, ScanPro, Solar
What is Included in a Support Contract?
Our Support Contracts Include: 8 Hour Response for Call-Outs Parts (Except Consumable items), Labour & Travel Included Unlimited breakdown cover (including fair wear & tear) Preventative maintenance (up to two visits per year*) *Dependent on type and level of scanner Telephone / Email / Remote Support Loan equipment when repairs exceed SLA
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