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Heidelberg Announces Enhancements To Its Customer Support Systems

Press release from the issuing company

CHICAGO, September 28, 2003 – Heidelberg today announced at Graph Expo/Converting Expo 2003 new customer support processes created to improve upon its renowned level of customer service and the addition of several new service programs. Heidelberg’s integrated approach to meeting planned and unplanned parts and service needs is the most comprehensive in the industry and the new systems are aimed at increasing the productivity and up time of all of its customers. Building upon the most comprehensive network of field service technicians in the world of print, and its 24X7 customer support call center, Heidelberg has dramatically expanded its remote troubleshooting capabilities with the creation of a Technical Support Center at its Kennesaw, Ga. headquarters. Print experts participate in phone based troubleshooting for most service calls, assist with specifying parts and field service requirements, and also support premium services such as Heidelberg's Remote Service program. Remote Service is a state of the art remote diagnostic product, coupled with priority access and extended hours of availability, allows for rapid repair from afar via direct data connections to certain Heidelberg equipment. Additional service products range from the proactive Fitness Check through to Full Service Contracts; all designed to provide customers with the support they need to ensure maximum productivity, in a package that is right for them. “In an effort to maintain our leadership role in customer service and product support, we have decided to update our systems and offerings to improve our customer’s experience,” stated Geoff Loftus, senior vice president, customer support. “Heidelberg believes that our customers' satisfaction with our complete solutions is the most important element of our relationships with them, and these support improvements and new services will allow us to continue to meet their high expectations by helping them stay ahead of their competition.”