Canon imagePROGRAF iPF755 Service Manual page 20

Help desk support will be managed by CITS with dispatch to the
Service Provider of record.
To obtain reimbursement for service delivered during the end-user
warranty, you must be dispatched by CITS. For this to occur, the end-
user must contact CITS first to attempt all user-performed service
remedies. Should these not resolve the problem, the Service Provider
of record will be dispatched (See ASCR process for instructions on
how to register your company as the Service Provider of record).
Labor compensation of $155 per incident will automatically be issued
to the dispatched service provider (your company) once the service
call has been closed with CITS. Defective parts reimbursement will be
issued upon receipt of an e-Tag claim with the defective part.
b) Warranty Marketing Program
This is available to ASCR Registered Customers where the Warranty
Marketing Program option has been selected. The Service Provider of
record will handle 100% of all Customer Support. Should the customer
contact CITS, CITS will redirect the call to the Service Provider of
record.
Some Service Providers may choose to have their own help desk
serve as the "first point of contact" rather than CITS. This places the
burden of having an effective in-warranty call avoidance process upon
the service provider. Service calls performed under this arrangement
are not eligible for labor reimbursement under the process described in
Dispatch by CITS page
to the service provider for each product (serial number) they choose to
support in this manner. The ASCR process allows the service provider
to select this option and it is incumbent on the service provider to
provide service support that is consistent with commercially acceptable
standards. In cases where the service provider has accepted the flat-
rate payment but has not provided service support to the end-user, the
service provider could lose authorization to service the product.
c) Unregistered Serial Numbers
Help desk support will be managed by CITS with dispatch supported
by a 3rd party service company.
B. e-Tag
e-Tag is an electronic limited warranty claim form that is completed on-line,
printed out and accompanied by the original defective part being returned to
the Warranty Control Section for warranty compensation.
The e-Tag limited warranty claim form can be found in the warranty section of
the e-Support Center website at http://www.support.cusa.canon.com.
imagePROGRAF iPF755/iPF750 Service Guide
Rev. 1
imagePROGRAF iPF755/iPF750 Service Guide
14. Instead, a flat-rate of $30.00 will be issued
May 2009
Page 15