Table of Contents
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Contents
Title
Introduction .......................................................... 1-1
Service Escalation Policy .................................... 1-1
How to Order Parts .............................................. 1-1
Introduction
The Service Call Procedures section begins by
describing the technical support policy. Initial
Actions include collecting background infor-
mation regarding the service issue and retrieving
status messages from the machine's memory.
System Checks are made to identify faults and
direct the service technician to a resolution.
Regular Maintenance is performed after proper
machine operation is re-established.
Final Actions are taken to complete the service
call. Service log entries are made. If necessary,
tag modifications are made. The service issue
is closed.
Service Escalation Policy
Time and Material (T&M) is not supported by
Xerox Service
The following procedure should be used when
escalating a service call.
1. Before calling Xerox, the customer must
confirm system setup.
2. Customer contacts Xerox customer ser-
vice.
3. Xerox CSE responds to customer:
a. Review system setup
b. Troubleshoot problem
CMT-130TC Book Trimmer
4. If problem is not identified within one hour,
Xerox CSE contacts C.P. Bourg, Inc. as
Page
follows:
Normal Business Hours:
Monday-Friday, 8:00 am- 4:30 pm EST
Telephone: 1-508-998-2171
Evenings, Weekends, Holidays:
Telephone:
1-508-998-2171
or 1-508-998-7502
Leave message with operator using au-
thorization number 3513. Include name,
telephone number (with extension), and
time of call.
5. C.P. Bourg, Inc. technical support engineer
will troubleshoot via telephone with Xerox
CSE.
How to Order Parts
PFSMA
C.P. Bourg, Inc. will supply one CMT-
130TC spare parts kit for each machine.
Xerox CSE must contact C.P. Bourg,
Inc. at the following number to replenish
used parts:
Normal Business Hours:
Monday-Friday, 8:00 am- 5:00 pm EST
Telephone: 1-508-998-2171
Fax:
1-508-998-0933
1-508-998-2391
MAY 2019
1-1
1. Service Call Procedures
Evenings:
Monday-Thurs., 5:00 pm- 8:00 am EST
Phone: 1-508-998-0933
1-508-998-2391
Weekends and Holidays:
Friday 5:00 pm- Sunday 5:00 pm
Fax parts order to 1-508-998-2391
Then call telephone:
or 1-617-730-3178
Leave message with operator using au-
thorization number 3513. Include name,
telephone number (with extension), and
time of call. Inform them you have
faxed in an emergency parts order.
Xerox CSE must emergency order
through C.P. Bourg, Inc. any parts not
included in the spare parts kit but re-
quired to complete a repair.
C.P. Bourg, Inc. will ship parts directly to
the customer site and will notify Xerox
CSE of expedited shipping method and
parts ETA.
Expedited shipping costs will be the re-
sponsibility of CP Bourg.
NOTE: C.P. Bourg, Inc. will supply the paper-
work for return of the failed part if required for re-
turn. The failed part will be returned to C.P.
Bourg, Inc. in the same box the new part was
shipped.
1. Service Call Procedures
1-508-998-2171
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