Viii. Product Technical Support Offerings; Dealer Support Requirements - Canon imagepress C7000VPE Service Manual

VIII. Product Technical Support Offerings

A.

Dealer Support Requirements

imagePRESS C7000VPe Technical Training is required to receive technical
support for these machines. Refer to the
Center section for further details.
To ensure that every dealer receives the highest level of support and help to
resolve the end user's problems quickly and accurately, we recommend the
following to maximize your technical support request:

Your support personnel should check technical documentation (User
Manuals, Technical Publications, etc.) and the e-Support Web site (24
hours a day, 7 days a week) before calling Canon USA's TSC (Technical
Support Center), since your concern may have already been addressed
and documented.

Have your Support ID number ready when you call the TSC, and make
sure that you are where the engine or application is located and
accessible. This dramatically improves the TSC's ability to help
troubleshoot the problem, and eliminate the "guesswork" when
answering a specific question. This also helps to supply you with
answers that are more accurate.

Provide the serial number of the installed engine or application you want
to troubleshoot. While the serial number is required to access support, it
also provides the Support Specialist with information about previous
calls for support.

Make sure 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, and company address on the e-Support Web site in the
Current Profile section. You can also call Canon USA's TSC. Accurate
profile information enables you to contact support personnel faster, and
is necessary, if more information is required from the caller later.

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.

Have a Dealer Technician or Systems Engineer call Canon USA with
what resolved your issue. This information is helpful, and enables a
Support Specialist to assist other callers who may have the same
problem.
imagePRESS C7000VPe Service Guide
imagePRESS C7000VPe Service Guide
Canon USA Technical Support
April 2013
Page 63