Contacting Service And Support - Kodak i1840 User Manual

Contacting Service
and Support
1-6
Telephone and on-site service by trained Kodak Field Engineer is
available as part of the warranty and Service Agreement. Refer to your
Service Agreement Terms and Conditions for hours of availability.
Only a trained scanner operator should place a call to the Kodak
Service Center and have the following information ready:
• The K-number of the scanner, which is located on the top cover of the
scanner.
• A brief description of the question or problem including error code
numbers as displayed in the summary log file. See Chapter 6,
Troubleshooting, for details.
• A contact name and phone number where the contact/customer can
be reached.
Phone numbers:
• United States and Canada:
Kodak Field Service: 1-800-356-3253
Kodak Professional Services: 1-800-525-6325
For the most up-to-date information see: www.kodak.com/go/
dicontacts.
• Other locations: the Kodak Field Engineer who installs your scanner
will provide you with the contact numbers and procedure for
contacting your local support center.
When a call is placed for Field Service, the contact name and phone
number will be taken and a Kodak Field Engineer will return the call.
You may also use this procedure to schedule the Preventative
Maintenance visits you are entitled to if you have purchased a Service
Contract.
Call the Professional Services number to request additional training for
scanner operators by a Kodak Certified Technical Trainer (CTT).
• Request any of the following Professional Services:
- Additional Preventative Maintenance visits at high usage times
anytime you want to ensure your scanner is running at optimum
performance.
- Scanner Relocation Services are available if you are moving
down the hall, to another building or across the country. Damage
incurred during transport is not covered under your warranty or
Service Agreement. Kodak will help with your move by packing
the scanner in packaging material that is specifically designed for
the i1800 Series Scanners. Kodak will also unpack and test your
equipment at the final destination.
- Kodak Capture Software Application Development. If you have
selected Kodak software to drive your scanner, Kodak can send a
trained and experienced technician to assist you in developing
your applications.
- Customized consulting services.
A-61555 May 2010