Product Technical Support Offerings; Dealer Support Requirements - Canon imageRUNNER 3245 Series Service Manual

VI.

Product Technical Support Offerings

A. Dealer Support Requirements
imageRUNNER 3245/3235 Series and imageRUNNER 3230/3225 Technical
Training is required to receive technical support for these imageRUNNER
products. Refer to the Canon Technical Support Center (TSC) for further
details.
In order to ensure that each Dealer receives the highest level of support and in
turn resolve the end user's problems quickly and accurately, here are several
recommendations to maximize your technical support request.
• The dealer support personnel should check technical 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 (TSC)
since your concern may have already been addressed and documented.
• Have your Support ID Number ready when you call the TSC and prepare to
be at the location where the engine or application is accessible. This
dramatically improves the TSC's ability to help troubleshoot the problem
and eliminate 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 device/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 TSC. 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 should ask for it.
• A return call from a Dealer Technician/Systems Engineer with a resolution
is extremely helpful. The information Canon USA receives from you on
what actually resolved the problem is sent to the Support Specialist and
enables them to better assist other callers who may have the same
problem just addressed.
Making certain that all of our support partners get the highest quality
technical support as fast as possible makes everyone more productive and
ultimately delivers better results and customer satisfaction.
Following some of these basic guidelines, and working as a team, helps
everyone achieve their support goals.
imageRUNNER 3245/3235 Series / imageRUNNER 3230/3225 Service Guide
Rev. 1
imageRUNNER 3245/3235 Series / imageRUNNER 3230/3225 Service Guide
March 2010
Page 42