imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers
imageCLASS MF4890dw/MF4880dw/MF4770n Service Guide for Authorized Servicers
June 2013
Page 17
C. Technical Support for the End-User
The first technical support call from the end-user is handled by CITS (Canon
Information Technology Services). The CITS help desk, at 1-800-OK-CANON
(1-800-652-2666), is available Monday through Friday, 8 A.M. to 8 P.M. EST
(Eastern Standard Time), except for holidays. The CITS help desk provides
the following support:
•
Answers product related questions.
•
Assists the end-user with pre- and post-sales inquires.
•
Redirects end-user calls to the Authorized Servicer of record. If there is no
Authorized Servicer of record, the CITS help desk will:
-
Attempt to resolve hardware, software, and operational problems.
-
Assist the customer with installation and setup.
•
If telephone-based troubleshooting fails to resolve a problem, CITS either
provides the end-user with the contact information of the nearest
third-party service provider for Carry-In Service, or processes an
Exchange Service.
Note:
•
The CITS help desk times may change without notice.
•
The CITS help desk only diagnoses problems with your machine.
1. Carry-In Service
Carry-In Service provides the end-user with an Authorized Servicer of
record where they can carry in the defective product and have it repaired.
CITS will refer the end-user to the Authorized Servicer of record. The
Authorized Servicer will diagnose any problems with the machine, and if
required, provide Carry-In Service.
If there is no Authorized Servicer of record, the CITS help desk will
diagnose any problems with the machine over the telephone. If
telephone-based troubleshooting fails to resolve the problem, the CITS
help desk will provide the end-user with the contact information of the
nearest third-party service provider location that can provide Carry-In
Service.
The end-user needs to contact the third-party service provider to schedule
a repair.
