I need help with my Expert Laminator. Who can I contact?
Please read the FAQs below. If these do not answer your question, you can contact our Service Helpline on +44 (0)345 611 8020.
My laminator is jammed, how can I remove the jammed sheet?
Firstly, please try to reverse out the jam. If this doesn’t work, follow the steps below for a ‘card test’. The ‘card test’ should be performed as soon as the jam occurs so that the lamination plastic is soft and more likely to be easily removed.
If the jam has just occurred, complete the following steps:
1. Find a piece of 1mm grey card, like the back of an A4 notepad – do not use anything shiny
2. Keep the laminator at operating temperature
3. Feed the card into the machine along its long edge – if the card starts to jam, reverse it out
If the laminator has been switched of since the jam, complete the following steps:
1. Find a piece of 1mm grey card, like the back of an A4 notepad – do not use anything shiny
2. Turn on the machine and hear it up to approximately 100°c
3. Feed the card into the machine along its long edge – if the card starts to jam, reverse it out
If you manage to clear the jam, it may help to run the card through a further 2 or 3 times to remove any reside from the rollers. If your ‘card test’ is successful, you may eliminate the need to send the machine back to our workshop.
If you are still experiencing problems, contact the Expert Helpline on +44 (0)345 611 8020 or email customercare@eastpointglobal.com.
My laminator is not heating, what can I do?
A non-heating laminator can be caused by several things. The best thing to do in this situation would be to contact the Expert Service Helpline on +44 (0)345 611 8020 and arrange for the collection of the machine to be looked at by one of our engineers.
It may be possible for us to send a loan machine to you while yours is away and the packaging from the loan can be re-used to package your faulty machine for sending back to us.
If the machine is under warranty, no charged will apply. However, if the fault is found to be from human error, there may be a fixed cost to repair the machine. Any possible charges for repair will be notified before collection, and repairs will not proceed without consent.
Where can I purchase a new EX320R/EX450R laminator from?
We are a trade only company, so unfortunately cannot supply you with a new laminator. Our distributors below will have the laminators available for purchase.
• HBS Group – EX320R, EX450R
• TTS Group – EX320R & EX450R
• Findel Education – EX320R, EX450R
• Rapid Online – EX420R
• Consortium Education – EX320R & EX450R
We can also supply fully reconditioned machines at a lower cost. Please contact the Customer Care team for full details on +44(1)1502 525 555 or by emailing customercare@eastpointglobal.com.
Where can I purchase a new Expert Pouch Jacket from?
We are a trade only company, so unfortunately cannot supply you with a new Expert Pouch Jacket. Our distributors below will have the laminators available for purchase.
• Rapid Online
• KCS
• Findel Education
• Herts Fullstop
Do I need to use the Expert Pouch Jacket every time?
No, not necessarily. If the pouch you are using is completely full of paper and the temperature of the machine is set correctly, then laminates will go through safely without the jacket.
If putting a part filled pouch through the machine, then the pouch jacket must be used or the machine will be at risk od jamming, and this will not be covered by the warranty.
What are the dimensions and thickness of the Expert Pouch Jacket?
478mm x 310mm (A3 size) with a total thickness of 150-microns.
Is the Expert Pouch Jacket available in any other sizes?
No. We only supply the A3 size of jacket, however, if you really want an A4 sized pocket then the A3 one can be cut down to size as long as the sealed end is left sealed.
Alternatively, you can pass 2 x A4 laminated through together if hey are not overlapping, but we do not recommend this.
Would using the jacket with a 250-micron pouch cause any problems?
We don’t expect that this would cause any problems with the machine, however, the pouch may need passing through the machine twice for it to seal fully, and the temperature would need to be set high.
What are the weights and dimensions of the EX320R laminator?
550mm (L) x 320mm (w) x 120 mm (d) and 14kgs packaged.
What are the weights and dimensions of the EX450R laminator?
680mm (L) x 230mm (w) x 120mm (d) and 16kgs packaged.
How long in the warranty on my Expert Laminator?
Warranty on a new machine is 1 year from the date of despatch. If you have a machine repaired, or buy a reconditioned replacement, the warranty will last 3 months.
If I have the machine replaced under warranty, will I receive a new warranty?
No. If we replace a machine under the terms of the warranty, we are not obliged to give the new replacement machine a full-length warranty. It would usually continue from the original purchase date, however; this may be received on a case-by-case basis and is at our discretion.
I can’t find a record of when we purchased our laminator. Do you have a record?
Yes, we do. If you can provide us with the serial number of the machine (located on the back on a silver sticker) we will be able to track the purchase and service history of the machine. Very old machines, over 6 years old, will not appear on our system.