All outlets activated on the YUMBI platform are required to have a YUMBI GSM Printer onsite. The GSM printer where there is a POS integration is used as a backup for when YUMBI and the POS are not able to communicate. For Non-POS-integrated outlets, it is used as the primary communication device in order for an outlet to receive StoreFront or Switchboard orders.
You can either complete this online Fault Report Form: https://yumbi.wufoo.com/forms/zvhh4tu1m2khvp/
Should you wish to report directly any issues with the YUMBI GSM printer, please follow the steps below:
Please call our YUMBI Support Team.
Our agents will send through a test order to determine what the issue may be.
Once all troubleshooting has been done with a YUMBI Support Agent and the printer is deemed faulty;
We send an email to the Franchisee for them to read and accept the terms and conditions of the printer collection.
Once these have been accepted, we will send an email to RAM (courier company) to collect the printer.
Once we have received the printer we will check the printer.
If we determine there is no issue with the printer, the Franchisee will be billed for all courier fees incurred during the swap-out process.
If we determine there is an issue:
- Negligence or mishandling of the printer, the Franchisee will be billed for all courier fees incurred during the swap-out process as well as the full cost of the replacement printer.
- Negligence or mishandling of the printer includes but is not limited to the following - returning the printer without a box or bubble wrap, physical damage to the printer and or water damage.
- If we determine that the issue has been caused by a manufacturer fault and the printer is still within the 1 year warranty period, The franchisee will not be billed for the printer but will be billed for courier fees associated with the swap-out process.