Océ VarioPrint 135/120/110 Service Guide
Océ VarioPrint 135/120/110 Service Guide
January 2013
Revision 3
Page 57
VIII.
Product Technical Support Offerings
A. Dealer Support Requirements
VarioPrint 135/120/110 Series Technical Training is required to receive
technical support for the VarioPrint 135/120/110 Series products. Refer to the
Canon Technical Support Center (
TSC
) for further details.
In order to ensure that each Dealer receives the highest level of support and
in turn resolves the end user’s problems quickly and accurately, here are
several recommendations to maximize your technical support request.
The dealer support personnel should check technical documentation
(Manuals, Tech. Pub’s, etc.) and the e-Support website (24 hours a day,
7 days a week) before calling Canon USA’s Technical Support Center
(TSC) since your concern may have already been addressed and
documented.
Have your Support ID Number ready when you call the TSC and prepare
to be at the location where the engine or application is accessible. This
dramatically improves the TSC’s ability to help troubleshoot the problem
and eliminate the guesswork when answering a specific question. There
are many “causes” to various problems, but by being at the location when
calling, it takes the speculation out of the troubleshooting process by
supplying accurate answers to what the device/application is doing.
Provide the serial number of the installed engine or application you are
troubleshooting. While this is required for access to support, it will also
provide the Specialist with information about previous calls for support.
Be prepared to provide environment specific information and any other
site-specific variables.
Submit and update your profile information such as cell phone number, e-
mail address, or company address. To do so, you can logon to e-Support
and access the “Current Profile” section to make updates or call Canon
USA’s TSC. Accurate profile information will allow for quick contact if
more information is required from the caller later on.
At the completion of each call, a ticket number is provided. If the support
specialist does not provide a number, the caller should ask for it.
A return call from a dealer technician/systems engineer with a resolution
is extremely helpful. The information Canon USA receives from you on
what actually resolved the problem is sent to the Support Specialist and
enables them to better assist other callers who may have the same
problem just addressed.
Making certain that all of our support partners get the highest quality technical
support as fast as possible makes everyone more productive and ultimately
delivers better results and customer satisfaction.
Following some of these basic guidelines, and working as a team, helps
everyone achieve their support goals.
