Service Policy; Dealer Technical Support; Canon Usa/Dealer Support; Vi. Service Policy - Canon imageRUNNER 5570 Service Manual

VI.

Service Policy

A.

Dealer Technical Support

The following support programs have been established to deliver high
quality and timely technical support services and product information to
imageRUNNER 5570/6570 dealerships. These support services cover
areas such as system and user software, networking and connectivity
issues, electro-mechanical operations, and other hardware servicing.

1. Canon USA/Dealer Support

In order to ensure that each Dealer receives the highest level of support
and in turn resolve the end-user's problems quickly and accurately,
here are several recommendations to maximize your technical support
request.
•
The
documentation (Manuals, Tech. Pub's, etc.) and the e-Support
website (24 hours a day, 7 days a week) before calling Canon
USA's Technical Support Center (TSC) since your concern may
have already been addressed and documented.
•
Have your Support ID Number ready when you call the TSC and
prepare to be at the location where the engine or application is
accessible. This dramatically improves the TSC's ability to
troubleshoot the problem and eliminate the guesswork when
answering a specific question. There are many "causes" to various
problems, but by being at the location when calling, it takes the
speculation out of the troubleshooting process by supplying
accurate answers to what the machine / application is doing.
•
Provide the serial number of the installed engine or application you
are troubleshooting. While this is required for access to support, it
will also provide the Specialist with information about previous calls
for support.
•
Be prepared to provide environment specific information and any
other site-specific variables.
•
Submit and update your profile information such as cell phone
number, e-mail address or company address. To do so, you can
logon to e-Support and access the "Current Profile" section to make
updates or call Canon USA's TSC. Accurate profile information will
allow for quick contact if more information is required from the caller
later on.
•
At the completion of each call, a ticket number is provided. If the
Support Specialist does not provide a number, the caller can/should
ask for it.
•
A return call from a Dealer Technician/Systems Engineer with a
resolution is extremely helpful. The information Canon USA
receives from you on what actually resolved the problem is sent to
the Support Specialist and enables them to better assist other
callers who may have the same problem you just fixed.
imageRUNNER 5570/6570 Service Guide
Dealer Support personnel
Rev. 0
imageRUNNER 5570/6570 Service Guide
should check
April 2005 Page 19
technical