Product Technical Support Offerings; Dealer Support Requirements - Canon imageRUNNER 1435i Service Manual

IX.

Product Technical Support Offerings

Note: Please refer to the Technical Support Center on the
Web Site for the most current policies and procedures.
A. Dealer Support Requirements
To ensure that every dealer receives the highest level of support and help to
resolve the end user's problems quickly and accurately, we recommend the
following to maximize your technical support request:
• imageRUNNER 1400 Series Technical Training is required to receive
technical support for these machines. Refer to the
Support Center
• Before calling the TSC, reference technical documentation (User
Manuals, Parts catalog, Technical Publications, etc.) and research
problems on the e-Support Web Site (available 24 hours a day, 7 days a
week) since your concern may have already been addressed and
documented.
• An assigned DES (Designated Escalation Specialist) is required for
support escalations.
• The DES is a service technician who is assigned by the dealership in the
model category of the imageRUNNER via the Management Center
section on the
program and pass the final assessment exam for the imageRUNNER
1400 Series. See the Technical Support Center on the
Web Site
• Have your unique Support ID number ready when you call the TSC, and
make sure that you have access to the engine or application. This
significantly improves the TSC's ability to troubleshoot the problem, and
eliminates the "guesswork" when answering a specific question. This also
helps ensure more accurate answers and suggestions.
• Have the serial number of the installed engine or application you want to
troubleshoot.
• Be able to provide environment-specific information and any other
site-specific variables that may be requested by the TSC staff.
• Submit and update your profile information, such as cell phone number,
e-mail address, and company address on the e-Support Center Web Site
in the Current Profile section. Accurate profile information is important to
facilitate follow-up communication.
• Be cooperative and willing to troubleshoot the issue. Be prepared to follow
instructions and provide the feedback requested by the TSC.
imageRUNNER 1400 Series Service Guide
Revision 3
section for further details.
e-Support Web
for more details.
imageRUNNER 1400 Series Service Guide
e-Support Center
Canon USA Technical
site. The DES must complete the training
e-Support Center
July 2015
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