B. Call Escalation Procedure - Canon ImageRunner C3170 Service Manual

B. Call Escalation Procedure

Canon USA provides a time sensitive call escalation process for all
authorized imageRUNNER C3170 Series Dealers. The TSC is the single
point of entry for this process. Once a call is placed to the TSC and
information is logged into the call management system, a case number will be
assigned to the call. Every effort is made to resolve the problem during the
call. Calls that cannot be resolved during the initial call and require escalation,
need to follow the process below. The status of all escalated cases can be
viewed via the e-Support Center or by calling the TSC.
imageRUNNER C3170 Series Service Guide
Canon imageRUNNER C3170
Series End-User
End-User Contacts
Servicing Dealer
Servicing Dealer Contacts
Canon USA TSC
Assistance Required
Canon USA
Technical Support Center
1-800-528-2830
Canon USA
Digital Solutions Specialist &
Systems Engineers
Canon USA
Engineering
imageRUNNER C3170 Series Service Guide
Status
Modify
Update Case
Update Case
Update Case
Rev. 0 July 2005 Page 24