imagePROGRAF iPF685/680 Service Guide
imagePROGRAF iPF685/680 Service Guide
August 2014
Page 31
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Canon USA Technical Support Center Call Escalation
Canon USA provides a time-sensitive call escalation process for all authorized
imagePROGRAF iPF685/680 printer Dealers. Each caller must be fully trained on
the imagePROGRAF printer for which they are calling in order to obtain telephone
support.
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 is
assigned to the call. Every reasonable effort must be made to resolve the problem
through the TSC. If the problem cannot be resolved by the TSC, then an escalation
may be necessary in accordance with the process shown below:
Figure 11 – Call Escalation Flow Chart
Status
Modify
Assistance Required
Canon imagePROGRAF iPF685/680
End-User Contacts CITS at
1-800-423-2366 or, Authorized Service
Provider / Dealer
CITS Dispatches the Service Provider of
record, or Third-Party Service Company
Authorized Service Provider / Dealer
or Third-Party Service Company
Contacts Canon USA TSC
Canon USA
Technical Support Center
1-800-528-2830
Canon USA LFP
Digital Solutions Specialists
Update Case
Update Case
Update Case
Canon USA LFP
Engineering
Summary of Contents for imagePROGRAF iPF680
Page 1: ...Service Guide ...
