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Uniquely exceptional service
for customers worldwide

In both a technical and operational capacity, Glunz & Jensen delivers exceptional customer care through the industry's strongest global after sales service. Fast, reliable and professional, you can depend on us for the right level of support when and where you need it, from training and installation to preventive maintenance and reliable spare parts delivery.

Technical support and spare parts

As our company has grown, so has our breadth of service and today we are known for providing the industry's most responsive and globally accessible technical support. Through our worldwide call centre, factory-trained specialists are on hand to help with any technical inquiry, including door-to-door delivery, installation assistance and product training. In addition, our WebConnect tool remotely monitors your equipment to help with maintenance scheduling. All support documentation and manuals can easily be found on our website.

Our spare parts service is also the best in the business; we always keep our inventories well stocked and our aim is to dispatch the correct, original part directly to your location within 36 hours of receiving a request, even for products that have been discontinued for up to 7 years.

Dedicated operational service platform

KPIs, or Key Performance Indicators, are essential to our service and customer support approach. We set ambitious goals and measure continuously to ensure that defined metrics, such as response time, customer satisfaction ratings and issue resolution rates, meet these goals and are in line with our business objectives. Our approach reflects a clear desire for continuous improvement. KPIs serve as the basis for many initiatives within the service and customer support department. By regularly reviewing KPI performance, we can identify trends, spot

bottlenecks or inefficiencies and implement targeted improvements.

This interactive approach helps optimize processes, enhance productivity and deliver better service to customers over time. Overall, the use of KPIs in our service and customer support strategy ensures a data-driven, customer-centric and continuously improving approach to delivering high quality support services, unmatched in the industry.

Local access to
qualified service
and spare parts
worldwide

We offer
responsive,
reliable
support and
comprehensive
global service

Technical Support & Service

Please contact us by e-mail or phone, or use the web form to explain product issues.

  callcenter＠glunz-jensen.com
  +45 5768 8100  (Call Center)
 +1 (864) 568-4638 (Inman, SC, USA)

Technical Support Department offers services such as

• CallCenter support
• Preventive Maintenance Kits
• Up-time Kits
• Technical Training Seminars
• Installations

In addition our website (SUPPORT) offers services such as

• Access to Product Manuals
▪ Pre-installation Manuals
▪ Installation Manuals
▪ User Manuals
▪ Service - and Spare Parts Manuals
• Access to Equipment Software
• Access to Customer Support Notes
• Warranty Claims handling

Installation & Service

We also offer Installation, Preventive Maintenance Service and Emergency Service.
Technical Training Seminars can be provided at our dedicated training facility in Slovakia or alternatively at customer site. Seminars are conducted in English.

Your day-to-day contacts at Glunz & Jensen

Jana Bauch

Customer Support Manager

Europe, Asia, America, Rest of world

  jbh＠glunz-jensen.com
  +45 57 68 81 00
   +421 948 135 424
  jbh＠glunz-jensen.com

Les Burman

Global Customer Support Specialist 
iCtP & Offset

Europe, Asia, America, Rest of world

  lsb＠glunz-jensen.com
  +1 864 568 4638
   +1 540 729 5869
  lsb＠glunz-jensen.com

Michal Muszynski

Field Technician

Europe, Asia, America, Rest of world

  mmu＠glunz-jensen.com
  +45 2194 9009
  mmu＠glunz-jensen.com

Aca Tomic

Field Technician

Europe, Asia, America, Rest of world

  ato＠glunz-jensen.com
  +45 4022 5503
  ato＠glunz-jensen.com

Customer

SUPPORT NOTES

PlateWriter INFUSE - An extension table add for large plate format (PDF)

iCtp PW INFUSE Service tool update (PDF)

Introduction to Glunz&Jensen partner account (PDF)

View all ...

Print head warranty

CLAIM FORM

This form must be used when returning print head 10058394 on warranty claims to Glunz & Jensen.
Print Head Warranty Claims will only be considered if the print head has been replaced by a Glunz & Jensen certified service technician.

Print head warranty claim form (PDF)

Visual search of

OLDER FLEXO PRODUCTS

To use the former search function for older Degraf products - please download this file (64 MB): Download file

Emergency

RESTORING SOFTWARE

System Message 1001
See the trouble shooting guide, Part 7 in the Control Panel Service Guide
Download the restoring files below and store them on a USB stick's root directory.
 

IMPORTANT!

When downloaded, ensure that the file qtlib*.* is named qtlib.tar.gz
If it's not, please rename to this filename exactly, and then follow the restore instruction in the above mentioned manual.

Restore files a (5 MB)     Restore files b (3.4 MB)

Spare Parts Supply

Glunz & Jensen holds Spare Parts stocks of more than 5,000 Spare Parts IDs on 2 physical locations:

Presov, Slovakia

▪ Covering more than 95% of critical Spare Parts requirements.

Inman, SC, USA

▪ Covering up to 90% of critical Spare Parts requirements.


We are expediting and shipping Spare Parts approximately 353 days per year and maintains and on-time delivery performance in excess of 95%.
Glunz & Jensen guarantees Spare Parts availability at least 7 years after any product has been discontinued (announced end of life).

Spare Parts orders received before 13:00/1:00pm will be expedited and typically shipped on the same working day.
Spare Parts orders received after 13:00/1:00pm will be expedited and typically shipped the following working day.

Your day-to-day contacts at Glunz & Jensen

WW EQ & Spare Parts Orders - order＠glunz-jensen.com

Iryna Dubrovska

Sales Coordinator

Europe, Asia, Rest of world

  idu＠glunz-jensen.com
  +421 517 563 867
   +421 947 925 909
  +455 76 88 209

Barbara Vargová

Sales Coordinator

Europe, Asia, Rest of world

  bva＠glunz-jensen.com
  +421 51 756 3832
   +421 949 008 135
  +45 57 68 82 08

Michal Hric

Sales Coordinator

Europe, Asia, Rest of world

  mhc＠glunz-jensen.com
  +421 51 7563 870
   +421 948 910 152
  mhc@glunz-jensen.com

US Spare Parts Orders - orderdesk＠glunz-jensen.com

Julie Speiss

Sales Coordinator, Spare Parts

America

  jss＠glunz-jensen.com

Glenn Thurston

Sales Coordinator, Spare Parts

America

  gth＠glunz-jensen.com

Preventive Maintenance Kits

General conditions & Warranty

Download General conditions

Warranty period of Equipment and Spare Parts    

Glunz & Jensen warrants that equipment and spare parts are delivered free from defects in materials and workmanship and will – unless otherwise agreed in writing – perform in accordance with the specifications under normal operating conditions for a period of twelve (12) months from the date of invoice.

Warranty claim procedure (CNC system)

Step 1: Help your customer to get up running again immediately
If a technical issue has arisen in the field during your warranty period, you should as first line responsible towards your customer, immediately identify the cause of the problem. If required – replace defective part(s) in order to eliminate/minimise down-time at your customer’s site.
Critical spare parts should ideally be available from your own spare parts stock; alternatively such spare parts should be rush-ordered from Glunz & Jensen (against a valid purchase order which will be invoiced at normal spare parts prices).

Step 2: Contact Glunz & Jensen
Once your customer is up and running again, the matter is between you and Glunz & Jensen to sort out. If Glunz & Jensen accepts the case as a warranty case we will issue credit note accordingly or alternatively supply replacement spare parts, free of charge.

If you wish to raise a warranty claim, please go to our website to fill out a Complaint Form or write to: callcenter＠glunz-jensen.com.

WORLD WIDE
QUALIFIED SERVICE

EQUIPMENT INSTALLATION

Start off on the right foot with a professional installation. Glunz & Jensen offers professional installation of prepress equipment. The installation service includes functional tests and a basic introduction to the product for the end user. In addition, we can dismantle existing equipment for removal or refurbish immediately, if it is to be used again. 

FULL CARE AGREEMENT (FC)

Start off on the right foot with a professional installation. Glunz & Jensen Full Care Agreement includes a predetermined number of scheduled service inspections where the equipment is cleaned, inspected and calibrated according to the manufacturer’s recommended maintenance program.
Any worn or damaged parts will be replaced. Furthermore, an unlimited amount of emergency visits is included under the agreement. The agreed price for this agreement covers all above mentioned services, including labor (within normal working hours), parts and travel cost. No further charges will be claimed.

PREVENTIVE CARE AGREEMENT (PC)

Outsource the maintenance of your prepress equipment to a professional team. Glunz & Jensen Preventive Care Agreement helps you budget your maintenance costs and time.
At each scheduled visit, a Glunz & Jensen engineer will carry out the recommended maintenance program including a functional test in accordance with factory specifications. The agreement includes cleaning materials, labor and travel cost for the agreed maintenance period. Parts replacement or any additional service will be noted and carried out at extra cost.

EMERGENCY SUPPORT - ON SITE REMOTELY

Minimize your down time. Even without a Preventive Maintenance or All Inclusive Agreement, you can enjoy the benefits of Glunz & Jensen top professional service by calling the Glunz & Jensen

Call Center Hotline +45 5768 8100

Our proficient field engineers are there to help you!