Call Escalation Procedure - Canon Color imageRUNNER C5185 Series Service Manual

C. Call Escalation Procedure
Canon USA provides a time sensitive call escalation process for all authorized
Color imageRUNNER Dealers. 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 will be assigned to the call. Every
effort is made to resolve the problem during the call. Calls that cannot be
resolved during the initial call and require escalation must follow the process
below. The status of all escalated cases can be viewed via the e-Support
Center or by calling the TSC.
Color imageRUNNER C5185/C4580/C4080 Series Service Guide
Rev. 3
Color imageRUNNER C5185/C4580/C4080 Series Service Guide
Canon
Color imageRUNNER
C5185/C4580/C4080 Series Device
End-User
End-User Contacts
Servicing Dealer
Servicing Dealer Contacts
Canon USA TSC
Assistance Required
Canon USA
Technical Support Center
1-800-528-2830
Canon USA
Digital Solutions Specialist &
Systems Engineers
Canon USA
Engineering
Status
Modify
Update Case
Update Case
Update Case
April 2008
Page 45