imagePROGRAF iPF8400S Service Guide
imagePROGRAF iPF8400S Service Guide
September 2013
Page 16
VII.
Authorized Servicer Offerings
The Authorized Servicer program enables Canon USA distribution product
resellers to become authorized to service the Canon USA products they resell.
Please refer to the Authorized Servicer Program Guide (found in the Download
Center of theServicer become familiar with Canon USA’s business processes and the
resources that are available to assist the Authorized Servicer.
Canon USA Engineering Services & Solutions Division, Business Relations and
Administration departments are available to answer questions regarding this
program. The Business Relations and Administration department can be
reached by calling 631-330-5741. This telephone number is available Monday
through Friday from 9:00 AM to 5:00 PM Eastern Standard Time.
A.
ASCR (Authorized Servicer Customer Registration) System
The ASCR System is the process used to link the Customer’s product
serial number to the Authorized Servicer; specific customer information is
not required. To receive compensation for labor expended on a warranty
service dispatch, your customer’s product serial numbers must be
registered in Canon USA’s ASCR system. If your customer contacts
Canon Information Technology Systems (CITS) during the warranty
period, your dealership will be dispatched to the call.
All calls dispatched by CITS must be closed out with CITS in order to
qualify for labor compensation. To close out the service call, Section 2 of
the Service Dispatch Form must be completed and e-mailed to
not
If your customer contacts CITS on a post-warranty call, the customer will
be referred to your dealership. A national independent service company
will manage all unregistered units.
provide labor
compensation for any service not dispatched by CITS.
To help ensure that Canon USA customers receive service support,
regardless of their location, Canon USA maintains a relationship with a
national independent service company. Customers that require service
support can call CITS via toll free access at 1-800-423-2366. In the event
that an on-site service dispatch is necessary to restore the product to
operation, CITS will dispatch the national independent service company. It
is possible to dispatch the Authorized Servicer rather than the national
independent service company; however, the Authorized Servicer must
register their customer’s product with us beforehand. This is accomplished
via ASCR.
IMPORTANT
: To submit a warranty claim for a defective part, please
follow the e-Tag Warranty Claim form process on the Canon USA
eSupport web site.
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