Warranty Marketing Program - Canon imageclass LBP6780DN Service Manual

2. Warranty Marketing Program

Some service providers may choose to have their own help desk serve as
the "first point of contact" rather than CITS. This places the burden of
having an effective in-warranty call avoidance process upon the service
provider. Service calls performed under this arrangement are not eligible
for labor reimbursement under the process. Instead, a flat rate of $30.00
is issued to a service provider for each product (serial number) they
choose to support in this manner.
The ASCR process allows the service provider to select this option, and it
is incumbent on the service provider to provide service support that is
consistent with commercially acceptable standards. In cases where the
service provider accepts the flat-rate payment, but does not provide
service support to the end-user, the service provider could lose
authorization to service that product.
A dealer or Authorized Servicer may create a Maintenance Agreement to
provide service and support to their customer referencing the Suggested
Maintenance Agreement section.
IMPORTANT: Under the Warranty Marketing Program, the service
provider assumes 100% of all end-user responsibility. To submit a
warranty claim for a defective part, please follow the e-Tag Warranty
Claim form process. See "e-Tag," on p. 26.
imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013
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