Frama joins the Quadient family!
Since February 1, 2024, Frama has become an integral part of Quadient. This acquisition significantly expands our capacity as we can more effectively serve our extensive customer base with high-quality digital and physical communication solutions. You will find all the information below.
Who are Quadient?
Corporate summary
Quadient is a leader in helping businesses create meaningful, personalized connections through physical and digital channels. Trusted by more than 400,000 customers globally, Quadient focuses on three key solutions: Mail-Related Solutions, Parcel Locker Solutions and Intelligent Communication Automation, and helps simplify the connection between people and what matters. For more information about Quadient, visit quadient.com.
Why Quadient?
Quadient has been a global leader in mailing solutions and secure communications and for over a decade, Frama has been a strong partner of Quadient (previously Neopost). With the integration of Frama with Quadient, Frama customers can benefit from an expanded solution portfolio resulting from years of experience and innovation in the document management market. This includes entry-level to high-end mail systems, digital mail solutions as well as SaaS cloud-based document management solutions. Quadient is committed to the same high-level services provided by Frama and has a global presence and solid financials, ensuring scalability and long-term visibility to customers engaged in long term contracts.
What do I gain from this change?
The acquisition of Frama by Quadient presents an excellent opportunity to combine the strengths and resources of both companies. Working together, our aim is to continue delivering high-quality products and services, and provide you exceptional customer support. Here's what this means for you:
- Enhanced service offerings and product range
- Access to combined expertise and resources
- Dedication to exceptional customer support
How does this change affect me?
What happens with my existing maintenance contract?
Your existing contract will remain in place and any terms and conditions continue to apply.
Who do I contact now regarding technical support?
There will be no change to our contact number, so you are able to access support using your existing channels and contact details.
How does this affect my contract/leasing?
There will be no changes to your existing contract or leasing agreement. However, please note that after the 1st July 2024, your invoices will come from Quadient Finance UK or Quadient Ltd. Again, this does not affect the terms and conditions of your existing contract or leasing agreement.
Will my payment method change?
The payment method for Frama invoices will not change. With your first Quadient order, you will be offered to choose a new payment method. This can be bank transfer, direct debit or payment by cheque. If you have a direct debit set up for your Frama invoices, we need a new mandate for Quadient.
How does this affect my invoicing?
There is no effect on your current invoices.
Do I still have to keep my equipment?
Yes, you can keep the equipment you have today. If you would like to discuss options available to you, then please complete the form below.
How do I order supplies/consumables?
To keep things simple, the way you order supplies remains unchanged until 1st July. Simply click here. After the 1st July, you will be able to order your Frama supplies and Quadient supplies through the Quadient e-shop.
If my contract is set to end what do I do?
You will receive a renewal proposal from Quadient with an equivalent or better solution. You may also contact us by filling the form below.
Will Quadient now provide technical support for my Frama machine?
The combined Quadient and Frama teams will provide technical support. Your terms will not change and you will continue to experience excellent levels of service.
Who do I contact now for general queries?
For the UK, please call +44 (0)1992451125.
Who is my my point of contact in the future?
Simply contact the Customer Support team on your normal phone number.
Will my customer account details change?
Your Frama customer account number does not change for now. You will be provided a new Quadient customer number in the future, but your history with Frama will be maintained in our systems.
Will how I pay change?
No, you can decide if you want to pay via transfer or via direct debit, as before.
Who do I contact about my postage account?
Simply reach out to us by filling the form below.
Will my lease/service contract change in price?
No, there will be no changes made to your existing contract and pricing.
Is my Direct Debit still set up?
Frama customers using authorised direct debit replenishment will be able to continue paying for Maintenance, Lease and Postage accounts by direct debit.
Will there be any changes to the warranty?
There will be no changes to any existing warranty. All of your terms remain the same.
What will the deregistration process for my Frama machine look like in the future?
The deregistration process will remain the same for the moment. Should there be any changes, you will be advised in due course.
Do I have a special right of termination as a result of the takeover if I do not want to work with Quadient?
All of the terms of your existing contract with Frama continue, unaffected by the acquisition by Quadient.
Will my access data from the Frama online store remain the same?
Yes. There will be no change to your service agreement and the level of service entitlement within your agreement remains the same.
Will the article numbers of our consumables change?
Frama consumables will keep their existing article numbers. However, Quadient consumables will have new ones. Please check the model you are using before ordering new consumables.
Will the service content be taken over 1:1 from our current service contract?
Yes. There will be no change to your service agreement and the level of service entitlement within your agreement remains the same.
Will there be any changes to availability (opening hours)?
Our services will remain available at the same usual opening hours.
Postage/Consumable & Lease account queries
I have a new Quadient lease/consumable/postage account. Can I transfer my Direct debit across from Frama?
No, when changing to a new Quadient account, you will need to complete a new direct debit mandate for each entity within Quadient, due to different bank accounts and different SUNS set up for each entity. Therefore, we cannot transfer existing direct debits across accounts. These mandates can easily be issued by email at the address contactus@cx-uk.quadient.com or you can find them online at ""myquadient"". "
I need to change my bank account details you hold, how do I do this?
Please contact our Customer Support team to complete a new direct debit mandate.
I have an existing postage account and upgrading my machine, can I transfer the credit balance from one account to another? Or can I keep my old account?
Yes, we can complete an intercompany payment for customers. Your funds will be availiable within three working days. All you have to do is send an email to cashiers.uk@quadient.com. You will not be able to keep your old account.
I have made a BACS payment for postage, when will it be availiable?
On average, BACS take three working days to reach the bank accounts. There is the option of a faster payment which arrives on the next working day. We work a day in arrears. This means all payments are allocated by 2pm the next working day.
Where do I send remittances to, once I have made a payment?
All remittances need to be sent to remittance.uk@quadient.com
I have sent a payment and it has not been allocated, who do I contact?
We are sorry to hear that. You can call the Customer Support team at +44 (0)1992451125 or email directly into cashiers.uk@quadient.com. In your email, please detail the payment breakdown to allow for a swift resolution. Your inquiry will be dealt with within three working days.
I have a new postage account but have paid Frama's bank account in error, what happens now?
There is no need to worry. We can internally transfer any payment. Simply email us to request a transfer of the funds at cashiers.uk@quadient.com. Please keep in mind that it will take an additional day for the funds to reach the bank account.
I want to close my postage account, how do I get the balance refunded?
Please send us an email with the bank details on headed paper. This is required for all refund requests. All refunds are paid by BACS and take up to ten working days to be actioned. Please send to cashiers.uk@quadient.com.
I pay by cheque, where and who do I make the payment to?
Our preferred payment is by BACS.
You can simply send us your bank details on headed paper. If a cheque has to be issued, please send it to the Quadient head office including your contract reference and company name.
Quadient United Kingdom
3rd Floor Press Centre
Here East, 14 East Bay Lane
London E15 2GW
I make payments over the phone by Card directly to Frama, can I still do this?
Unfortunately, we do not take card payments over the phone. Existing Quadient customers use the online portal for a seamless and fast process. For those who do not have access to the portal just yet, we will supply bank details for faster transactions.
I am currently paying for my Frama consumables upfront by Card or Faster Payment. Can I still do this?
You may continue to purchase and pay for consumables as you have in the past. As soon as Frama consumables are available on the Quadient website, you should begin purchasing anything needed through your new Quadient online account.
Do you supply invoices for postage?
We do not issue invoices for postage, we only supply monthly statements.
I need/want my invoices to be issued by email, can this be done?
Yes, we can issue invoices/statements via email, if this is your preferred method please email to contactus@cx-uk.quadient.com
RMail/RSign/serema
Will these changes affect my RMail/RSign/serema servcies?
Your existing contract will remain in place and any terms and conditions continue to apply.
Who do I contact now regarding technical support?
There will be no change to our contact number, so you are able to access support using your existing channels and contact details.
Who do I contact if I need to add addition licences to my existing contract?
Simply contact us by filling out the form below.
