The ability to provide ongoing service and support has historically been the domain of Managed Print Dealers. Their bundled offerings created the perception of all-inclusive care: toner delivery, routine maintenance, emergency repair, and equipment replacement, all under one monthly fee. For Office Products (OP) dealers, matching this level of service seemed out of reach—until now.
Extended Service Warranties (ESWs) change the equation.
With ESWs, OP dealers can deliver a support experience that rivals, or in many cases exceeds, the MPS model—but without the infrastructure, staffing requirements, or operational burden. This chapter explores how ESWs equip dealers with the tools to offer professional, predictable, and scalable support across a wide array of business-critical devices.
Support That Covers More Than Just Printers
Unlike traditional MPS programs that focus heavily on printers and copiers, ESWs can cover a broader range of equipment, including:
This wider scope expands the value proposition for the OP dealer and positions them as a true device management partner—not just a supplier.
Predictable, Affordable Pricing for End Customers
One of the biggest advantages of ESWs is pricing transparency. Customers pay a low, predictable monthly fee that covers all parts and labor for covered repairs. There are no surprise bills, no emergency service charges, and no lengthy contract negotiations. This simplicity makes it easier for OP dealers to position and sell warranties as part of a broader procurement conversation.
It also makes budgeting easier for the end customer. SMBs in particular value fixed-cost protection that eliminates the uncertainty of unexpected device failures.
Backed by a National Network of Certified Repair Technicians
Through ESWs, dealers gain access to a network of vetted, certified repair technicians with national coverage. These technicians are dispatched on demand based on the location and needs of the customer. This eliminates the need for OP dealers to hire, train, and manage an internal service team.
Whether a device needs repair at a corporate office or a remote worker’s home, the warranty program facilitates a timely response. Repairs are logged, tracked, and resolved through a centralized support platform—delivering consistency and professionalism with every interaction.
QR Code-Based Ticketing for Simplicity and Speed
Each device under warranty is registered and linked to a specific serial number. A QR code affixed to the device allows users to scan and initiate a support ticket instantly. No lengthy forms. No back-and-forth emails. Just a seamless path from issue to resolution.
This is particularly useful in decentralized environments, where IT departments or purchasing managers may not be physically present to submit support requests on behalf of the user. The result is less friction, faster response times, and higher customer satisfaction.
Ideal for Bundling With Other Services
ESWs are not a standalone upsell—they’re a strategic tool that enhances the dealer’s overall value proposition. When bundled with supply cabinet management, automated replenishment, DCA software, or even MSP services, warranties provide a natural extension that rounds out a true managed offering.
Dealers can also use ESWs as an entry point for deeper relationships. A customer who begins with a single device under warranty may soon expand coverage to their entire fleet. From there, the dealer can introduce new tools and services over time.
No Need for Complex SLAs or MPS Infrastructure
MPS contracts are often mired in complexity—custom SLAs, device assessments, fleet standardization, and rigid terms that make customers feel trapped. ESWs, by contrast, are flexible and easy to deploy. They scale from a single device to an enterprise-wide deployment without the red tape.
This removes a significant barrier for OP dealers who want to offer MPS-style support but don’t want to replicate the administrative burden. It also appeals to customers who value support but are wary of traditional MPS contracts.
A True Leap Forward
ESWs empower OP dealers to transform from product vendors into service providers without hiring service techs, investing in fleet management tools, or building out logistics. They create parity with MPS providers—and in many cases, an advantage—by enabling scalable, just-in-time service that aligns with how business operates today.
The result is a win-win: customers get professional, responsive support; dealers build recurring revenue, increase retention, and deepen relationships without compromising profitability.
In the next chapter, we’ll examine how pairing ESWs with DCA deployment creates an end-to-end solution that delivers visibility, actionability, and confidence to both the dealer and the customer.
Related Reading:
Closing the DCA + ESW Loop for Dealers: For OP dealers transitioning to services, integrating Data Capture Agent (DCA) software with Extended Service Warranties (ESWs) enhances proactive management and seamless customer support.