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VI.

Service Policy

A. Dealer Technical Support

The following support mechanisms have been established to deliver high

quality and timely technical support services and product information to

imageRUNNER 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 insure that each Dealer receives the highest level of support

and in turn can resolve the end-customer's problems quickly and

accurately, here are several recommendations for maximizing your

technical support request.

•

Color imageRUNNER C2620/C3220 Service Guide

The

dealer

support

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 since your concern may have

already been addressed and documented.

Have your Support ID Number ready when you call the Technical

Support Center and prepare to be at the location where the engine

or application is accessible. This dramatically improves the

Technical Support Center's ability to help troubleshoot the problem

and eliminates any of 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 Technical Support Center. 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.

Color imageRUNNER C2620/C3220 Service Guide

personnel

should

Rev. 1

check

technical

July 2005 Page 19