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Service Policy; Dealer Technical Support - Canon CLC 5100 Service Manual

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VII. Service Policy
A.

Dealer Technical Support

The following support mechanisms have been established to deliver high
quality, timely technical support services, and product information to CLC
5100/4000 dealerships. These support services cover areas such as system
and user software, networking and connectivity issues, electro-mechanical
operations, and other hardware servicing.
1. Canon USA/Dealer Support
To ensure that each Dealer receives the highest level of support, and can
resolve the end-customer's problems quickly and accurately, here are
several recommendations for maximizing your technical support request.
• The Dealer Support personnel should check technical documentation
(Manuals, Tech. Pub's, SMB's, etc.) and the e-Support website (24
hours a day, 7 days a week) before calling Canon USA's Technical
Support Center since your concern may have already been addressed
and documented.
• Have your Support ID Number ready when you call the Technical
Support Center and prepare to be at the location where the engine or
application is accessible. This dramatically improves the Technical
Support Center's ability to help troubleshoot the problem and
eliminates any of the guesswork when answering a specific question.
There are many "causes" to various problems, but by being at the
location when calling the Technical Support Center speculation is
taken out of the troubleshooting process by supplying accurate
answers to what the machine / application is doing.
• Provide the serial number of the installed engine or application you are
troubleshooting. While this is required for access to support, it will also
provide the Specialist with information about previous calls for support.
• Be prepared to provide environment specific information and any other
site-specific variables.
• Submit and update your profile information such as cell phone number,
e-mail address, or company address. To do so, you can logon to e-
Support and access the "Current Profile" section to make updates or
call Canon USA's Technical Support Center.
information will allow for quick contact if more information is required
from the caller later on.
• At the completion of each call, a ticket number is provided. If the
Support Specialist does not provide a number, the caller should ask for
the ticket number.
CLC 5100/4000 Service Guide
CLC 5100/4000 Service Guide
Rev. 0
Accurate profile
October 2003 Page 17

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Clc 4000