imageRUNNER C3170 Series Service Guide
VII. Service
Policy
A. Dealer Technical Support
The following support mechanisms have been established to deliver high
quality, timely technical support services, and product information to
imageRUNNER C3170 Series dealerships. These support services cover
areas such as system and user software, networking and connectivity issues,
electro-mechanical operations, and other hardware servicing.
1. Canon USA/Dealer Support
In order to ensure that each Dealer receives the highest level of support
and in turn resolve 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 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
machine/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 can/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 you just fixed.
imageRUNNER C3170 Series Service Guide
Rev. 0
July 2005 Page 21
