Videojet Customer Care: Expert Guide to Faster Resolutions and Peak Uptime

How to Reach Videojet Customer Care

For most regions, the fastest entry point is the Contact Us hub at https://www.videojet.com. From there you can open a service case, request a site visit, or access technical documentation and SDS sheets. The portal routes your request to the nearest service team and creates a traceable case number.

United States customers can call +1 800-843-3610 for Customer Care, sales, and service coordination. Corporate headquarters are located at 1500 Mittel Blvd, Wood Dale, IL 60191, USA. Regional phone numbers and hours vary by country; to avoid delays, use the country selector on the Videojet website to get the correct local number and language support.

Technical phone support is available 24/7/365 in many regions, with remote diagnostics offered for connected models. Onsite field service can usually be scheduled the same or next business day in major industrial areas, subject to parts availability and contract level. If you have a service agreement, keep your contract or plan ID handy to expedite dispatch.

What to Have Ready Before You Call or Open a Ticket

Arriving with complete, specific information is the single biggest lever to reduce time-to-resolution. Even a five-minute preparation can shave hours from troubleshooting and avoid unnecessary site visits. The goal is to give the engineer a precise, reproducible picture of your environment and the fault condition.

The details below are what Videojet engineers typically ask for on the first call, regardless of whether you are running CIJ (e.g., 1280, 1580, 1880), TIJ/Wolke, TTO (e.g., 6230, 6330, 6530), laser (CO₂, fiber), or case coding (e.g., 2351/2361/2380) systems.

• Printer model, serial number (S/N from the rating plate), and controller firmware/software version.
• Error codes/messages as displayed; photos or screenshots of the alarm page and print sample (good vs. bad).
• Ink/make-up/ribbon/laser model details (ink code, ribbon width/grade, lens focal length) and SDS needs.
• Substrate and application specifics: material, surface energy/coatings, line speed (ft/min or m/min), code height, barcode type, and message length.
• Environment and utilities: ambient temperature/humidity, compressed air quality and pressure (if used), grounding/EMI context, dust or washdown exposure (IP rating relevance).
• Maintenance status: date of last preventive maintenance, filter/SmartCell life remaining, nozzle cleaning frequency, and recent part replacements.
• Network/automation context: connection type (Ethernet/IP, PROFINET, Modbus, RS-232), message control method (CLARiSUITE/Code Assurance, direct PLC, manual), and any recent changes.
• Contract identifier (if applicable), plant address for dispatch, and preferred service window.

Service Plans and Expected Response Times

Videojet offers tiered service plans that typically combine 24/7 phone support, remote diagnostics (where enabled), scheduled preventive maintenance, and priority onsite response. The exact plan names and inclusions vary by region, but the structure generally scales from phone/remote-only coverage up to full-care packages that include parts and labor for planned visits. Your sales representative can quote current plan options for your installed base.

As a practical benchmark, contract customers with remote service enabled often receive callback triage in under an hour for urgent production stops, with onsite coverage targeted for the next business day in major metro areas. Non-contract, time-and-materials visits are scheduled on availability and may have longer lead times. Always confirm the SLA in your signed agreement; Customer Care can email the current SLA details for your site on request.

If you operate multi-line or multi-site operations, consolidating your fleet under a single plan and aligning PM windows with planned shutdowns will reduce both cost and disruption. Many plants standardize on one or two printer families (for example, CIJ 1580/1880 and TTO 6530) to streamline spares and technician training.

First‑Aid Troubleshooting You Can Safely Perform

The steps below are designed to be safe for trained operators and maintenance staff and can resolve or isolate a large share of issues before a technician is dispatched. If your site has lockout/tagout or EHS rules beyond these steps, follow your site policies first.

Document any change you make and revert if print quality worsens. For repeat faults, capture timestamps and frequency; this helps engineers correlate to event logs and environmental conditions.

• CIJ (e.g., 1280/1580/1880): Inspect nozzle and charge electrode; perform a controlled nozzle clean using approved solution and lint‑free wipes—avoid compressed air on the nozzle. Verify ink/make‑up levels and age; check viscosity/pressure readings against your model’s nominal range. Confirm the gutter line is clear and the jet is stable with correct throw distance. If codes drift, recheck printhead to target angle and grounding.
• TTO (e.g., 6230/6330/6530): Power down, open the printhead, and verify ribbon path, edge guides, and tension. Replace ribbon if near end and re‑calibrate ribbon drive. Inspect printhead surface for debris; clean with isopropyl wipe approved for TTO heads. Confirm print speed and print density settings match film type and line speed.
• Laser (CO₂/Fiber): Verify lens is clean with proper, non‑abrasive wipes. Check focal distance and ensure part presentation is stable (no vibration) and guarded from beam path. Confirm extraction/filtration flow rate and filter status to protect optics. If marking is faint, test a slower mark speed or higher power within validated recipe limits.
• TIJ/Wolke: Reseat the cartridge, run a purge on a wipe pad, and print a test pattern. Check substrate compatibility (coated vs. porous) and select the correct firing algorithm/dry time. Inspect encoder signals if print length is inconsistent.

Remote Support, Connectivity, and Code Assurance

Many newer Videojet models support remote diagnostics via secure outbound connectivity (often branded as VideojetConnect Remote Service). With customer approval, service engineers can view status, fault codes, ink levels, and event logs, and in some cases guide you through on‑screen wizards. This can turn a multi-hour back‑and‑forth into a single guided session.

For centralized oversight, the MyVideojet portal and Code Assurance tools (including CLARiSUITE workflows on supported printers) help prevent message errors, manage templates, and standardize date/lot formats across lines. Plants that integrate message control with PLCs or MES typically see fewer wrong-code incidents and faster changeovers, especially when barcodes or UDI/GS1 strings are validated at the source.

If you are adding connectivity to an existing line, identify your IT security requirements early (whitelisting, outbound-only traffic, certificate handling) and confirm firmware levels. Customer Care can provide the current connectivity guide and assist with staged rollouts to minimize production risk.

Parts, Consumables, and Logistics

Genuine inks, make‑ups, ribbons, filters, and laser optics are engineered to match specific printers and application conditions. Mixing third‑party fluids can impact print quality, jet stability, or warranty coverage. When requesting parts, use the printer’s serial number and the part number (P/N) from the manual to avoid substitutions that do not meet your environment (e.g., washdown or high‑temperature lines).

Regional parts depots support next‑day delivery in most industrial zones; same‑day courier service may be available for critical downtime events if orders are placed before local cutoff. When you open a case, ask Customer Care to tie the part order to your service ticket so the field engineer arrives with the correct kit.

For planned maintenance, align orders with your PM interval and keep a minimum on‑site stock of operator‑replaceable consumables. Many sites keep one full PM kit per active line plus a safety stock for inks and ribbons based on average weekly consumption.

Training, Compliance, and Documentation

Customer Care can schedule operator refreshers (typically 2–4 hours per line) and maintenance training for your in‑house technicians. Blended options include onsite sessions, remote coaching, and e‑learning modules for new hires. Training reduces unplanned stops caused by routine issues like improper cleaning or message edits.

For regulated industries (life sciences, medical devices, food and beverage), request validation support packages, including IQ/OQ templates, 21 CFR Part 11 feature mapping (for supported models), certificates of conformity, and up‑to‑date SDS for consumables. If you code UDI or GS1 barcodes, Customer Care can help you verify symbol quality against ISO/IEC standards using recommended verification tools.

Finally, keep a master binder or digital repository with your service contracts, PM records, firmware baselines, network diagrams, and last‑known‑good message templates. Sharing this with Customer Care at the start of a case significantly reduces time spent rediscovering known-good settings and speeds your return to production.

What is the warranty on Videojet?

Videojet warrants that for the earlier of 3 months from installation or 4 months from shipment, its software will perform substantially in accordance with Videojet’s published specifications and any accompanying user documentation, if the Software is used under normal operation and maintenance conditions.

How do I contact WhatsApp customer care?

To better assist you, contact us from your phone by opening WhatsApp > Settings > Help > Contact Us. You can also visit our Help Center for additional information. Let us know how you use WhatsApp by providing the necessary information below. Then, tap or click “Send Question” to contact us.

How do I email Videojet sales?

How do I order Inks, consumables or Parts? Please email: [email protected] with a detailed description of your order and a representative will get back to you.

Where is Videojet from?

Founded in 1960, the company has grown its presence with a strong commitment to quality and innovation. Headquartered in Wood Dale, Illinois, Videojet specialises in providing cutting-edge solutions for a diverse range of industries, ensuring seamless operation and enhanced traceability.