Xerox 4635 Installation Planning Manual page 68

POSTINSTALLATION
Customer Service Support Center
5-2
The key to effective use of the Xerox Customer Support Center
is correct identification of the problem. Before calling the
center, it is helpful to have the following information available:
• A list of any error messages
• An explanation of how output is different from what was
expected
• Whether the symptoms follow a consistent pattern or occur
randomly
• A list of special conditions that may have an effect on the
system, such as:
— New applications
— Changes made to the host system software
— Recent service performed on the LPS
— Whether the application printed properly on the LPS prior
to the problem.
The Xerox Customer Support Center telephone number is:
1-310-333-2151 (nationwide), 5 a.m. to 5 p.m. Pacific
time.
If you encounter software- or hardware-related problems, such as
system failures, continuous paper jams, or poor print quality, first
try the corrective actions described in your LPS operator guide.
If the problem persists, call the Customer Service Support
Center. Your site representative can provide you with the
telephone number for the Customer Service Support Center in
your area.
Before contacting Xerox or Rank Xerox service, please make note
of the following:
• Status code numbers and messages which appear on the PC
UI terminal, including the 6-digit code number that resulted
from running the PROBLEM command
• Status messages which appear on the printer control console
• Indicator lights which may be lit
• Status codes which appear in the display window of the
operator control panel if there is a tape drive problem.
(Remember, you must perform Diagnostic Test 01 prior to
placing a service call for a 9-track magnetic tape problem.)
Your call will be answered by a Xerox or Rank Xerox
representative who will ask you for the following information:
• Your LPS model number: 4635
• The LPS serial number
• Your name
• Your company name
• Your work address
• Your company's work hours
• A contact name and telephone number within your company
• The system condition or status.
This information is given to a Xerox or Rank Xerox representative
who will call you back to discuss the information and give you an
XEROX 4635 LASER PRINTING SYSTEM INSTALLATION PLANNING GUIDE