imagePROGRAF iPF6400SE Service Guide
imagePROGRAF iPF6400SE Service Guide
February 2014
Page 22
Should these not resolve the problem; the Service Provider of record will
be dispatched (See the
for instructions on
how to register your company as the Service Provider of record).
Labor compensation of $155.00 per incident will automatically be issued
to the dispatched service provider (your company) once the service call
has been closed with CITS. Defective parts reimbursement will be
issued upon receipt of an e-Tag claim with the defective part.
3.
Warranty Marketing Program
Some Service Providers may choose to have their own help desk serve
as the “first point of contact” rather than CITS. This places the burden of
having an effective in-warranty call avoidance process upon the service
provider.
Service calls performed under this arrangement are not
eligible for labor reimbursement under the process. Instead, a flat-rate
of $30.00 will be issued to a service provider for each product (serial
number) they choose to support in this manner.
The ASCR process allows the service provider to select this option and it
is incumbent on the service provider to provide service support that is
consistent with commercially acceptable standards. In cases where the
service provider has accepted the flat-rate payment, but has not
provided service support to the end-user, the service provider could lose
authorization to service that product.
A Dealer or Authorized Servicer may create a Maintenance Agreement
to provide service and support to their customer. Please refer to the
Suggested Maintenance Pricing section.
IMPORTANT
: To submit a warranty claim for a defective part, please
follow the e-Tag Warranty Claim form process.
4.
Unregistered Serial Numbers
Help desk support will be managed by CITS with dispatch supported by
a third-party service company.
5.
Warranty Labor Compensation
Warranty Labor Compensation is a flat-rate reimbursement that is
reimbursed to your dealership’s account for time expended to repair a
down machine.
During the warranty period, the end-user is required to contact CITS via
their toll-free access at 1-800-423-2366 to attempt all user-performed
service remedies. If a service dispatch is required, CITS will dispatch
the Authorized Servicer (provided the machine was registered in the
ASCR system).
