MCC is here to help whether you need technical support, account guidance, equipment changes, or advice on a new solution. The fastest way to get help is to send your request to the right team from the start.
Use this guide to decide whether you should submit a service request or contact your MCC sales representative.
When to Request Service
Request service when something is not working correctly, needs technical support, or requires help from MCC’s Client Services, Help Desk, or technician team.
You should request service for issues such as:
- Equipment not working
- Printer or copier errors
- Paper jams
- Print quality problems
- Scan to email issues
- Phone or voicemail problems
- Webex Calling issues
- Security camera or access control issues
- Mailing equipment errors
- System outages
- Supplies needed for supported equipment
- Meter readings
- Error codes or warning messages
- Equipment that needs a technician visit
Service requests are routed through MCC’s service process so the issue can be logged, assigned, tracked, and resolved by the appropriate support team.
How to Request Service
You can request service several ways:
- Scan the MCC Express Passport on your equipment
- Submit an online service request
- Call MCC and speak with Client Services
- Email MCC with the details of your issue
The fastest option for supported equipment is usually the MCC Express Passport. When you scan the QR code, your account and equipment information are filled in automatically. You only need to enter the reason for the request and submit it.
When to Contact Your Sales Rep
Contact your MCC sales representative when your request is related to account planning, equipment changes, new solutions, upgrades, pricing, contracts, or overall business needs.
You should contact your sales rep for questions such as:
- Adding new equipment
- Replacing or upgrading equipment
- Reviewing your current technology setup
- Expanding service to another location
- Discussing lease renewals or upcoming contract changes
- Requesting pricing for a new solution
- Comparing product or service options
- Planning a project
- Scheduling a technology assessment
- Reviewing account needs across multiple MCC divisions
- Asking about new services or capabilities
- Discussing long-term strategy
Your sales rep is the best contact when the question is less “something is broken” and more “what should we do next?”
When You Might Need Both
Some situations may involve both service and your sales representative.
For example:
- A copier keeps breaking down and may need to be replaced
- A phone system issue reveals a need for updated call routing or more users
- A security system needs repair, but your site also needs expanded camera coverage
- Mailing equipment is working, but your mail volume has outgrown the current system
- Your team is having recurring issues that may require a different solution
In these cases, start with a service request if something is currently not working. Once the immediate issue is reviewed, your sales representative can help discuss replacement, upgrade, or expansion options if needed.
Quick Guide
Situation | Best Contact |
|---|---|
Something is broken or not working | Request Service |
You need toner, supplies, or meter reporting help | Request Service |
You need help with an error code | Request Service |
A technician may be needed | Request Service |
You want to add equipment or users | Sales Rep |
You need pricing or a quote | Sales Rep |
You want to upgrade or replace a system | Sales Rep |
You want to review your account or contract | Sales Rep |
You are planning a new project | Sales Rep |
You are not sure who to contact | Contact MCC and we will route you |
What If You Contact the Wrong Person?
No worries. MCC will help route your request to the right team.
That said, using the right path first helps us respond faster. Service issues need to go through the service process so they can be tracked and assigned. Sales questions need your sales representative so they can review your account, options, pricing, and next steps.
Basically: if it is broken, request service. If it is changing, growing, renewing, or being quoted, call your sales rep.