Canon imageFORMULA DR-M160II Руководство по эксплуатации - Страница 22

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During registration of the Customer's product serial number(s) to your service

organization choose one of two customer support models: the Dispatch by

CITS option to have calls dispatched to your dealership, or the Warranty

Marketing Program option to manage all calls from your customer. Products

not registered to Dispatch by CITS or the Warranty Marketing Program will

default to a support model where a third party service provider is dispatched

by CITS. The three models are described below in more detail:

Note: Do not enter a serial number for any product(s) that you will not be able

to provide service. By entering the customer's product serial number, you

agree to be dispatched by the CITS helpdesk, should a registered customer

contact the CITS helpdesk and requires service.

a) Dispatch by CITS

This is available to ASCR registered Customers where the Buy-Out

Program option has not been selected.

Helpdesk support is managed by CITS. If an end-user contacts the

CITS helpdesk and if telephone troubleshooting fails to resolve a

problem the CITS helpdesk will e-mail the Service Provider of record a

service dispatch form.

b) Warranty Marketing Program – Buy-Out Program

Some Service Providers choose to have their own help desk serve as

the "first point of contact" rather than the CITS helpdsk. This places the

burden of having an effective in-warranty call avoidance process upon

the service provider. The Service Provider of record will handle 100%

of all Customer Support. Should the customer contact the CITS

helpdesk, they will be redirected to call the Service Provider of record.

c) Unregistered Serial Numbers

Help desk support will be managed by CITS with dispatch supported

by a third party service company.

imageFORMULA DR-M160II Service Guide

June 2014

Page 17