Call Escalation Procedure - Canon CLC 5100 Service Manual

B.

Call Escalation Procedure

Canon USA provides a time sensitive call escalation process for all
authorized CLC 5100/4000 dealers. The Technical Support Center is the
single point of entry for this process. Once a call is placed to the Technical
Support Center 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, will follow the process below.
escalated cases can be viewed via e-Support or by calling the Technical
Support Center.
Servicing Dealer Contacts
Technical Support Center
Digital Solutions Specialist
CLC 5100/4000 Service Guide
Canon CLC 5100/4000
End-User
End-User Contacts
Servicing Dealer
Canon USA TSC
Assistance Required
Canon USA
1-800-528-2830
Canon USA
& Systems Engineers
Canon USA
Engineering
CLC 5100/4000 Service Guide
Status
Modify
Update Case
Update Case
Update Case
Rev. 0
The status of all
October 2003 Page 20