Tell us the fault. We will tell you the price.
Onsite in Sydney, Melbourne, Adelaide, Brisbane and Perth, and in Geelong, Wollongong, Newcastle and the Central Coast. Anywhere else in Australia the machine comes to us, and we quote before anybody touches it.
This form is a request, not a confirmed booking. Nothing is locked in until we come back to you with a time and a price — for the call and for any parts. That beats having you clear a morning for a visit we have not agreed to yet.
Five things, and no surprises in any of them.
Written out because the surprises are what people actually dread about a repair, and every one of them can be headed off before the machine moves.
We come back with a time and a price
Not an automated confirmation. A person reads what you have written, works out whether it is an onsite call or a return to depot, and gives you both numbers before anything is booked.
We would rather quote before turning up than turn up and then quote. Metro is a $352 call-out with the first hour on site and the travel in it, and after that $297 an hour. Simple repairs are usually sorted inside the hour you have already paid for.
Every onsite visit is attended by a Zebra partner technician local to you — which is why a call-out in Perth costs what a call-out in Sydney costs, and why there is one metro price rather than five. Wollongong, the Central Coast, Newcastle and Geelong sit outside those metro areas: those four are $297 plus the driving, rather than the metro $352 with the travel already in it.
You ask us first, and you have the price before anybody comes. The visit is arranged in advance — nobody turns up unannounced, and nobody is sent out before you have the number in writing. We book it, we quote it, and we are who you ring when it is done.
Three business days, if the parts are here
That is the honest condition rather than a disclaimer. Where a part has to come in, we tell you the lead time before you send the machine or accept a quote — not after it is sitting on our bench and you are waiting.
Half of it is cleaning, not parts
A platen roller is the usual example. It looks finished, and most of the time it wants a proper clean rather than replacing — adhesive and paper dust build up until it stops gripping. It only gets replaced when it has gone hard, split or been cut, and those you can see.
So a part on the quote is not a part on the invoice. If cleaning fixes it, cleaning is what you are charged for.
We quote for three parts and often fit one
Printhead, platen roller, drive belt. Not because all three are needed, but because the fault you describe on the phone is not the whole story until the printer is open. Nobody mentions the labels were skipping — and then the belt turns out to be worn, and now it is a second phone call and a bigger number.
Quoting for all three means the price only ever goes down. We would rather you saw the worst case up front and paid less than it, than approve a tidy figure and get a revision.
What it costs, and why looking at it is free
If we assess it, the quote costs you nothing — whether you go ahead or not. We open it, find out what is wrong, and tell you the number. There is no assessment fee and no minimum charge for being told the answer.
Approve the repair and the quote is covered by it: an accepted quote includes labour, parts and return freight, so the number you approve is the number on the invoice.
Turn it down and you owe us nothing. If you want the machine back, you organise the freight — any courier, and we will have it boxed and ready. If it is finished and you would rather not pay to have a dead printer delivered to you, say so and we will dispose of it, also at no cost.
That is deliberate. A customer told their machine is not worth fixing should not also get an invoice for being told.
The one exception, and we will tell you before it happens. A few faults have to go back to Zebra rather than stay on our bench — and Zebra charge to assess a machine whether or not it is then repaired. You will hear that number before anything is sent anywhere, and nothing goes to them without you saying yes first.
| Inc GST | |
|---|---|
| Onsite call-out, metro Sydney, Melbourne, Adelaide, Brisbane and Perth. First hour on site, travel included. |
$352 |
| Onsite call-out, Geelong / Wollongong / Central Coast / Newcastle First hour on site. Cheaper than metro because the travel allowance is not in it — the driving is charged below instead. |
$297 |
| Driving, for those four There and back, in 30-minute blocks. Billed at what it actually took, not what was quoted. |
$154 per hour |
| Every extra hour on site After the hour already in the call-out. By the hour rather than the half — a technician's day is booked in hours. |
$297 |
| Printer sent to us instead No driving at all, so none is charged. Billed in half hours — $148.50 — because work back at base is booked that way. The freight both ways is yours. |
$297 per hour |
| Parts Quoted before anything is fitted — see above. |
Quoted |
Roughly what that comes to, before anybody quotes it properly. The call-out is $297 and the hour on site is inside it, so a quick repair costs that and nothing more. The driving is $154 an hour, there and back. What varies is how many hours that is — and that depends on where the technician is coming from on the day rather than on where you sit on a map.
Where we drive: the Central Coast, Wollongong, Newcastle and Geelong, plus the five metro capitals at the $352 rate above. There is no useful way to work the driving out from a distance, so it is a figure on your quote before anybody gets in a van. The two real jobs below both went to the Central Coast and between them carried two, three and four hours, which is the honest reason there is no table here.
A real one, on the Central Coast on 9 June 2026, priced at what it would cost today. Two printers. Each took half an hour, so the hour on site was the hour already in the call-out. We had quoted four hours of driving because that is what the run can take.
It took two. So two is what was billed.
| Call-out, including the hour on site | $297 |
| Two printers, half an hour each | in the hour above |
| Driving, quoted at four hours | $616 |
| Driving, actually two hours | $308 |
| Quoted $913. Invoiced $605. | −$308 |
Nobody had to ring and ask for that. It is the same rule as the three parts above — quote the honest worst case, bill what actually happened, and the number only ever comes down.
Same destination again this month, quoted at three hours. Not four, and not two — a different run from a different starting point. One suburb, two jobs, three different driving figures between them. That is why the number lives on a quote rather than in a table you could look yourself up in, and why the rule above matters more than any estimate: whatever is quoted, the driving is billed at what it actually took.
Seven answers and we can quote it.
The seven marked fields are the ones we genuinely cannot work without. Everything else helps, and none of it is compulsory.
A preferred date is a preference, not a diary entry. No slot is held when this arrives, because a machine nobody has seen yet might need a part that is three days away. Tell us when suits and we will tell you what can actually be done.
Not sure it is worth repairing?
Sometimes the answer is no, and you will get that answer too. A machine we would not repair is one we will say so about — the trade is thirty-five years long and a bad repair costs more than a lost sale.