Service Policy; Dealer Technical Support; Canon Usa/Dealer Support - Canon imageRUNNER 2016 Series Service Manual

V.

Service Policy

A. Dealer Technical Support
imageRUNNER 2020 Series Technical Training is required to receive
technical support for the imageRUNNER 2016/2020 products. Refer to the
Canon Technical Support Center (TSC) on
The following support mechanisms have been established to deliver high
quality, timely technical support services, and product information to
imageRUNNER 2016/2020 Series 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

In order to ensure that each Dealer receives the highest level of support
and in turn resolve the end-user's problems quickly and accurately, here
are several recommendations to maximize your technical support request.
•
The dealer support personnel should check technical documentation
(Manuals, Tech. Pub's, etc.) and the e-Support website (24 hours a day, 7
days a week) before calling Canon USA's Technical Support Center
(TSC) since your concern may have already been addressed and
documented.
•
Have your Support ID Number ready when you call the TSC and prepare
to be at the location where the engine or application is accessible. This
dramatically improves the TSC's ability to help troubleshoot the problem
and eliminate the guesswork when answering a specific question. There
are many "causes" to various problems, but by being at the location when
calling, it takes the speculation 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 TSC. Accurate profile 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 can/should ask for it.
•
A return call from a Dealer Technician/Systems Engineer with a resolution
is extremely helpful. The information Canon USA receives from you on
what actually resolved the problem is sent to the Support Specialist and
enables them to better assist other callers who may have the same
problem you just fixed.
imageRUNNER 2016/2020 Series Service Guide
imageRUNNER 2016/2020 Series Service Guide
Page 13 for further details.
Rev. 0
November2005 Page 12