Canon Usa Technical Support Center Call Escalation - Canon imagePROGRAF iPF6400SE Service Manual

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Canon USA Technical Support Center Call Escalation

Canon USA provides a time-sensitive call escalation process for all authorized
imagePROGRAF iPF6400SE printer Dealers. Each caller must be fully trained on
the imagePROGRAF iPF6400SE printer for which they are calling in order to
obtain telephone support.
The TSC is the single-point of entry for this process. Once a call is placed to the
TSC and information is logged into the call management system, a case number is
assigned to the call. Every reasonable effort must be made to resolve the problem
through the TSC. If the problem cannot be resolved by the TSC, then an escalation
may be necessary in accordance with the process shown below:
Figure 11 – Call Escalation Flow Chart
imagePROGRAF iPF6400SE Service Guide
Canon imagePROGRAF iPF6400SE
End-User Contacts CITS at
1-800-423-2366 or, Authorized Service
Provider / Dealer
CITS Dispatches Service Provider of record,
or Third-Party Service Company
Authorized Service Provider / Dealer
or Third-Party Service Company
Contacts Canon USA TSC
Assistance Required
Canon USA
Technical Support Center
1-800-528-2830
Canon USA LFP
Digital Solutions Specialists
Canon USA LFP
Engineering
imagePROGRAF iPF6400SE Service Guide
Status
Modify
Update Case
Update Case
Update Case
February 2014
Page 32