Service Policy; Dealer Technical Support - Canon Color imageRUNNER C2620 Series Service Manual

VI.

Service Policy

A. Dealer Technical Support
The following support mechanisms have been established to deliver high
quality and timely technical support services and product information to
imageRUNNER dealerships. These support services cover areas such as
system and user software, networking and connectivity issues, electro-
mechanical operations, and other hardware servicing.
1. Canon USA/Dealer Support
In order to insure that each Dealer receives the highest level of support
and in turn can resolve the end-customer's problems quickly and
accurately, here are several recommendations for maximizing your
technical support request.
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Color imageRUNNER C2620/C3220 Service Guide
The dealer support
documentation (Manuals, Tech. Pub's, etc.) and the e-Support
website (24 hours a day, 7 days a week) before calling Canon
USA's Technical Support Center since your concern may have
already been addressed and documented.
Have your Support ID Number ready when you call the Technical
Support Center and prepare to be at the location where the engine
or application is accessible. This dramatically improves the
Technical Support Center's ability to help troubleshoot the problem
and eliminates any of the guesswork when answering a specific
question. There are many "causes" to various problems, but by
being at the location when calling, it takes the speculation out of the
troubleshooting process by supplying accurate answers to what the
machine / application is doing.
Provide the serial number of the installed engine or application you
are troubleshooting. While this is required for access to support, it
will also provide the Specialist with information about previous calls
for support.
Be prepared to provide environment specific information and any
other site-specific variables.
Submit and update your profile information such as cell phone
number, e-mail address or company address. To do so, you can
logon to e-Support and access the "Current Profile" section to make
updates or call Canon USA's Technical Support Center. Accurate
profile information will allow for quick contact if more information is
required from the caller later on.
At the completion of each call, a ticket number is provided. If the
Support Specialist does not provide a number, the caller can/should
ask for it.
Color imageRUNNER C2620/C3220 Service Guide
personnel should
Rev. 1
check technical
July 2005 Page 19