Canon
imageCLASS X MF1643 II Series Service Guide
imageCLASS X MF1643 II Series
Service Guide
January 2022
Revision 1
Page 31
2. Warranty Marketing Program
Some service providers may select to have their own help desk serve as
the “first point of contact” rather than CITS. This places the responsibility of
having an effective in-warranty call avoidance process on the service
provider. If the issue cannot be resolved over the phone, the dealer is
responsible to dispatch a qualified technician. Service calls performed
under this arrangement are not eligible for labor reimbursement, as
described in the CITS dispatch option. Instead, a one-time payment is
issued to the service provider for each product (serial number) they
support. Any user calls made to CITS are referred back to the dealer. For
more labor and compensation information, see the
imageCLASS Dealer
Program Guide
.
IMPORTANT:
Under the Warranty Marketing Program, the service provider
assumes 100% of all end-user responsibility.
Refer to
for the end-user service call flow.
Figure 3 — Warranty Marketing Call Escalation Procedure Flow Chart
IMPORTANT:
Do not enter a serial number in the ASCR System for any
products you do not service. By entering the customer’s product serial number,
you agree to provide service for that product.
imageCLASS End-User
Assistance Required
by the End-User
Assistance Required
by the Service Provider
Canon USA
Engineering
Technical Support Center
1-800-528-2830
Resolved
Canon’s Service Provider
Over-the-Phone or
On-Site Service
