Canon imagePROGRAF iPF6300 Service Manual page 21

1. ASCR Registration Process
The ASCR System is accessed through the Warranty Programs tab of
the e-Support Center website. In order to access the ASCR system,
you will be required to re-enter your e-Support ID and password; if your
ID and password do not work, instructions to enable it will appear.
Select "New ASCR" to enter each model serial number into the system
that you intend to provide on-site service support and all service
dispatches for that product will be sent to your dealership. Do not
enter a serial number for any product that you will not be able to
service. By entering the customer's machine serial number you agree
to be dispatched by CITS should any of your registered customers
contact CITS and a service dispatch is required.
Note: All calls dispatched by CITS must be closed out with CITS in
order to qualify for labor compensation. To close out the service call;
Section 2 of the Service Dispatch Form must be completed and e-
mailed to isgservice@CITS.canon.com. Canon USA will not provide
labor compensation for any service not dispatched by CITS.
To submit a warranty claim for a defective part, please follow the e-Tag
Warranty Claim form process.
2. Dispatch by CITS
This is available to ASCR Registered Customers where the Warranty
Marketing Program option has not been selected.
Help desk support will be managed by CITS with dispatch to the
Service Provider of record.
CITS supports the end-user via toll free telephone access to the CITS
Call Center. The Call Center takes the first call from the customer and
provides assistance as follows:
1. Answers product related questions.
2. Assists the end-user with pre-and post sales inquires.
3. Redirects customer calls to the Service provider of record. If there
is no Service Provider of record, CITS will:
• Attempt to resolve hardware, software, and operational
• When telephone based troubleshooting fails to resolve a
imagePROGRAF iPF6350/6300 Service Guide
Rev. 0
problems.
problem, service will be dispatched accordingly.
imagePROGRAF iPF6350/6300 Service Guide
March 2010
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