Canon imageRUNNER LBP3580 Service Manual page 39

VI. Product Technical Support Offerings
A. Dealer Support Requirements
imageRUNNER LBP3580 Technical Training is required to receive technical
support for these machines. Refer to the
Center section for further details.
To ensure that every dealer receives the highest level of support and help to
resolve the end-user's problems quickly and accurately, we recommend the
following to maximize your technical support request:
 Your support personnel should check technical documentation (User
Manuals, Tech. Pubs, etc.) and the e-Support Center Web site (24 hours a
day, 7 days a week) before calling the Canon USA TSC (Technical
Support Center), since your concern may have already been addressed
and documented.
 Have your Support ID number ready when you call the TSC, and make
sure that you are where the engine or application is located and
accessible. This dramatically improves the TSC's ability to help
troubleshoot the problem, and eliminate the "guesswork" when answering
a specific question. This also helps to supply you with answers that are
more accurate.
 Provide the serial number of the installed engine or application you want
to troubleshoot. While the serial number is required to access support, it
also provides the Support Specialist with information about previous calls
for support.
 Make sure 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, and company address on the e-Support Center Web site
in the Current Profile section. You can also call the Canon USA TSC.
Accurate profile information enables you to contact support personnel
faster, and is necessary, if more information is required from the caller
later.
 At the completion of each call, a ticket number is provided. If the Support
Specialist does not provide a number, the caller should ask for it.
 Have a Dealer Technician/Systems Engineer call Canon USA with what
resolved your issue. This information is helpful, and enables a Support
Specialist to assist other callers who may have the same problem.
imageRUNNER LBP3580 Service Guide
imageRUNNER LBP3580 Service Guide
Canon USA Technical Support
January 2013
Page 34