Choosing the right printing equipment is only part of the decision. Print shops also need an equipment supplier that delivers responsive service, knowledgeable support, proper installation and training, and the resources you need to keep production running smoothly.
Key Takeaways:
- Reliable equipment is important, but dependable service and support can be just as critical to a print shop’s day-to-day operations.
- Proper installation and operator training help print shops get their equipment up and running correctly and make the most of their investment.
- Responsive technical support can help shops address equipment issues quickly and minimize costly production interruptions.
- Access to the right consumables, parts, and other resources helps shops keep equipment running and avoid unnecessary delays.
- A good equipment supplier should understand a shop’s applications, production goals, and growth plans rather than simply recommending a machine.
Who This Article Is For:
- Print shop owners evaluating new printing equipment.
- Shops looking for a long-term equipment supplier or partner.
- Production managers responsible for keeping equipment running efficiently.
- Growing print businesses considering new equipment or expanding their capabilities.
- Print shops that want more than a machine purchase from their equipment supplier.
When you’re investing in new printing equipment, it’s easy to focus on the machine itself. How fast does it print? What can it print? How much does it cost? But there’s another question that can be just as important: What can you expect from the company selling it to you?
That’s why you shouldn't choose an equipment supplier based on the machine or price alone. Service, training, technical support, parts, consumables, and industry knowledge can all help keep your shop productive. Here’s what print shop owners should look for when choosing an equipment supplier.
1. “Do You Have Equipment That Fits My Print Business?”
Base the “right machine” on what your shop actually produces and how your team operates, rather than simply choosing the fastest, newest, or most feature-heavy equipment available. A machine manufacturer should first aim to understand your shop’s current applications, including the products you produce, materials you decorate, typical print sizes, production volumes, and the types of jobs that make up most of your business.
That’s because before you choose a machine, you need to consider production volume and workflow together. The machine you select should provide enough capacity to handle your current demand efficiently without creating an investment that’s beyond your needs. The decision should also account for where your shop is headed, especially if that includes higher volumes, new customers, additional applications, or expanded product offerings.
A good machine supplier will first spend time asking questions about your business before recommending equipment. The goal should be to match the machine to your shop’s applications and business needs, not simply to sell you a particular model.
Questions to ask a supplier:
✅What equipment would you recommend based on the types of products and applications we currently produce?
✅How does this machine compare with other options for our current production volume?
✅Will this equipment accommodate the substrates, materials, sizes, and applications we currently use?
✅What should we consider if we expect our production volume or applications to grow?
✅Are there capabilities we may need now or in the future that we should consider before choosing a machine?
2. “Do You Have Deep Industry Knowledge?”
Print shop owners need a supplier rep who understands the real-world demands of running a print operation, rather than someone who can only explain a machine’s technical specifications and features. An experienced rep should understand different printing applications and how equipment models fit into the larger production process, from order intake through production and fulfillment. A knowledgeable supplier rep may also help you identify capabilities or applications to consider as your customer base and business needs evolve.
Ultimately, the best supplier relationship should feel like a conversation about your shop’s business and where it wants to go—not simply a sales presentation designed to get a machine purchased.
Questions to ask a supplier:
✅How much experience do you have working with print shops like ours?
✅What types of printing applications and businesses are you most familiar with?
✅Can you help us evaluate our current production workflow when recommending equipment?
✅What questions do you typically ask before recommending a machine?
✅Can you provide examples of how you’ve helped similar print businesses address production challenges or expand their capabilities?
4. “How Do You Handle Installation and Training?”
Getting a new printer into your shop is only the beginning. Your equipment must be properly installed, configured, tested, and production-ready before your team can rely on it. Obviously, your operators need to know how to turn the equipment on and run a job. They also need to understand how its capabilities, settings, and operating procedures relate to the work your shop produces.
A partner-focused machine manufacturer provides strong training to shorten your team’s learning curve and build confidence as they start using new equipment for customer orders. The training your machine manufacturer provides should also be customized to your shop’s operation, including the types of jobs, materials, and production processes employees will encounter regularly. Choosing a supplier that handles installation and provides meaningful training can help your shop move from equipment delivery to productive operation more smoothly and get more value from your investment.
Questions to ask a supplier:
✅What exactly is included with installation, setup, and equipment configuration?
✅Who handles the installation, and what testing is completed before the equipment goes into production?
✅What type of operator training is provided with the purchase?
✅How long does training typically take, and how many employees can participate?
✅Is additional training available if we hire new employees or need a refresher later?
✅Do you offer on-demand training videos my team can access?
4. “Does Your Team Offer Responsive Technical Support?”
Even reliable equipment can occasionally experience problems, and when a production machine is down, the impact can extend beyond the equipment itself to deadlines, employees, and customer orders. Who do you call if an issue occurs and you need technical support, whether you encounter an unfamiliar error or if the machine has a small hiccup?
The best option is a machine manufacturer with robust in-house troubleshooting support. If you call for help, how quickly can you connect with a knowledgeable human? Before purchasing equipment, ask questions to understand the supplier’s support process, expected response times, and what happens when they can't resolve an issue remotely.
Questions to ask a supplier:
✅Who do we contact when we have a technical problem with the equipment?
✅What are your typical response times for technical support or service requests?
✅Can many equipment issues be diagnosed or resolved remotely?
✅What happens if a problem cannot be resolved remotely?
✅Is technical support included with the equipment purchase, and if so, for how long?
5. “Will I Have Easy Access to Parts and Consumables?”
Keeping decorating equipment running requires more than the machine itself. You’ll also need inks, media, replacement parts, and other consumables. Before purchasing equipment, you should understand exactly which consumables and replacement components the machine requires and how readily the supplier can provide them. Even a short delay in obtaining an essential consumable or replacement part can quickly become a production problem, particularly when the shop is working against a customer deadline. A dependable source for the materials and components a machine requires can make equipment ownership easier to manage and reduce avoidable production interruptions.
Questions to ask a supplier:
✅What consumables does this equipment require for normal production?
✅How readily available are the inks, media, and other supplies we’ll need?
✅What replacement parts should we expect to need over the life of the equipment?
✅How quickly can commonly needed parts and supplies be shipped?
✅Do you maintain inventory of the parts and consumables your customers typically need?
6. “What Does Ongoing Service and Support Look Like?”
Your relationship with your machine supplier should continue long after their team delivers and installs the equipment in your shop. You’ll likely need maintenance, troubleshooting, service, or additional support throughout the equipment’s life. When you’re interviewing machine companies, ask about ongoing service options and their process if the equipment needs attention after the initial installation period. Regular maintenance and timely service can help you protect your equipment investment and keep production operating consistently over time. A supplier that stays involved after the sale shows it’s there to help customers succeed with the equipment.
Questions to ask a supplier:
✅What service options are available after installation?
✅Is routine maintenance available through your company?
✅How are service calls handled when equipment needs attention?
✅What costs should we expect for service and maintenance?
✅Who’ll be our point of contact after the equipment is installed?
7. “Are You a Supplier That Can Grow With My Shop?”
Your shop’s equipment needs can change significantly as your business grows. The machine that makes sense to invest in today may not offer enough capacity if your order volume increases or the shop expands into new applications. Working with a machine supplier that already understands your shop’s operations makes it easier to evaluate future needs instead of starting from scratch every time you consider another equipment investment. Ideally, the machine supplier becomes a long-term resource for your shop, helping you evaluate equipment and production solutions as its capabilities, customer base, and business goals evolve.
Questions to ask a supplier:
✅What options would we have if our production volume increases significantly?
✅Can you help us evaluate additional equipment as our business grows?
✅What other equipment or applications might complement this machine in the future?
✅Can this equipment be upgraded, expanded, or integrated with additional production solutions as our needs change?
✅How do you work with customers who are adding new capabilities or entering new markets?
Frequently Asked Questions About Preparing for the Holiday Printing Season
Q. How should I compare equipment suppliers?
A. Look beyond the initial equipment price. Compare each supplier’s experience, product selection, reputation, customer support structure, and ability to meet your shop’s specific production needs. It’s also helpful to ask how they work with customers after the sale.
Q. Should I choose a supplier based on the lowest equipment price?
A. Not necessarily. The lowest purchase price doesn't always mean the lowest overall cost of ownership. Consider the equipment’s expected productivity, operating costs, service needs, and the level of support included with your purchase.
Q. What questions should I ask an equipment supplier before making a purchase?
A. Ask about the equipment’s capabilities, recommended applications, operating requirements, installation process, training, maintenance, service options, consumables, and expected turnaround times for support. Also make sure the supplier understands what you plan to produce with the equipment.
Q. Should I test equipment before buying it?
A. When possible, yes. Seeing equipment in operation or running your own sample materials through a machine can help you evaluate print quality, production speed, ease of use, and whether the equipment fits your applications.
Q. What information should I give a supplier before asking for an equipment recommendation?
A. Be prepared to discuss what you currently produce, your typical order volume, the materials and applications you work with, your current equipment, production challenges, and where you want your business to grow. The more your supplier understands about your operation, the better positioned they are to recommend an appropriate solution.
Q. How often should I evaluate my equipment supplier relationship?
A. It can be useful to reassess the relationship whenever your shop’s needs change. New applications, increased production volume, additional equipment, or changes in your service requirements may mean you need different resources from your supplier.
Q. Can an equipment supplier help a print shop determine what type of equipment it needs?
A. Yes. A knowledgeable supplier should be able to discuss your production goals and applications and help you identify equipment options that fit your operation. The goal is to find the right solution for your shop, not simply choose the newest or most expensive machine.
Finding the Right Equipment Supplier Today
The right equipment is important, but the right supplier can be just as valuable. Your print shop needs equipment that fits your applications and production goals, plus the service, training, technical support, and resources to keep it performing over the long term.
Arcus Printers provides DTF, UV, UV-DTF, sublimation, and finishing solutions for print businesses at different stages of growth. Our team works with print shops to identify the right equipment for their needs and provides the training, service, and ongoing support needed to get the most from their investment.
Find the equipment and support your shop needs by chatting with a tech expert at ArcusPrinters.com.
