imageRUNNER 2016/2020 Series Service Guide
B. Call Escalation Procedure
Canon USA provides a time sensitive call escalation process for all
authorized imageRUNNER 2016/2020 Series Dealers. 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 will be
assigned to the call. Every effort is made to resolve the problem during the
call. Calls that cannot be resolved during the initial call and require escalation
must follow the process below. The status of all escalated cases can be
viewed via the e-Support Center or by calling the TSC.
Canon imageRUNNER 2016/2020
Series
End-User
End-User Contacts
Servicing Dealer
Canon USA
Technical Support Center
1-800-528-2830
Canon USA
Engineering
Status
Modify
Canon USA
Digital Solutions Specialist &
Systems Engineers
Servicing Dealer Contacts
Canon USA TSC
Assistance Required
Update Case
Update Case
Update Case
imageRUNNER 2016/2020 Series Service Guide
Rev. 0 November2005
Page 15