Canon imageprograf IPF8400S Service Manual page 21

1. ASCR Registration Process
The ASCR System is accessed through the Warranty Programs tab
of the e-Support Center web site. In order to access the ASCR
system, you will be required to re-enter your e-Support ID and
password; if your ID and password do not work, instructions to
enable it will appear. Select "New ASCR" to enter each model and
serial number you intend to provide during your on-site service
assignment. At this point, all service dispatches for that product will
be sent to your dealership. Do not enter a serial number for any
product that you will not be able to service. When you enter the
customer's machine serial number, you have agreed to be
dispatched by CITS if any of your registered customers contact
CITS and a service dispatch is required.
Note: All calls dispatched by CITS must be closed out with CITS in
order to qualify for labor compensation. To close out the service
call, Section 2 of the Service Dispatch Form must be completed
and e-mailed to isgservice@CITS.canon.com. Canon USA will not
provide labor compensation for any service not dispatched by
CITS.
To submit a warranty claim for a defective part, please follow the e-
Tag Warranty Claim form process.
2. Dispatch by CITS
This is available to ASCR Registered Customers where the
Warranty Marketing Program option has not been selected.
Help desk support will be managed by CITS with dispatch to the
Service Provider of record.
CITS supports the end-user via the 1-800-423-2366 toll free
telephone number to the CITS Call Center. The Call Center takes
the first call from the customer and provides assistance as follows:
1. Answers product related questions.
2. Assists the end-user with pre-and post sales inquires.
3. Redirects customer calls to the Service provider of record. If
imagePROGRAF iPF8400S Service Guide
there is no Service Provider of record, CITS will:
• Attempt to resolve hardware, software, and operational
problems
• Dispatch service when telephone based troubleshooting fails
to resolve a problem.
imagePROGRAF iPF8400S Service Guide
September 2013
Page 17