Canon CLC 5100 Service Manual

Also see for CLC 4000: Manual

Canon CLC 5100 Service Manual Manual pdf 21 page image

CLC 5100/4000 Service GuideVII. Service PolicyA. Dealer Technical SupportThe following support mechanisms have been established to deliver highquality, timely technical support services, and product information to CLC5100/4000 dealerships. These support services cover areas such as systemand user software, networking and connectivity issues, electro-mechanicaloperations, and other hardware servicing.1. Canon USA/Dealer SupportTo ensure that each Dealer receives the highest level of support, and canresolve the end-customer’s problems quickly and accurately, here areseveral recommendations for maximizing your technical support request.• The Dealer Support personnel should check technical documentation(Manuals, Tech. Pub’s, SMB’s, etc.) and the e-Support website (24hours a day, 7 days a week) before calling Canon USA’s TechnicalSupport Center since your concern may have already been addressedand documented.• Have your Support ID Number ready when you call the TechnicalSupport Center and prepare to be at the location where the engine orapplication is accessible. This dramatically improves the TechnicalSupport Center’s ability to help troubleshoot the problem andeliminates any of the guesswork when answering a specific question.There are many “causes” to various problems, but by being at thelocation when calling the Technical Support Center speculation istaken out of the troubleshooting process by supplying accurateanswers to what the machine / application is doing.• Provide the serial number of the installed engine or application you aretroubleshooting. While this is required for access to support, it will alsoprovide the Specialist with information about previous calls for support.• Be prepared to provide environment specific information and any othersite-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 orcall Canon USA’s Technical Support Center. Accurate profileinformation will allow for quick contact if more information is requiredfrom the caller later on.• At the completion of each call, a ticket number is provided. If theSupport Specialist does not provide a number, the caller should ask forthe ticket number.CLC 5100/4000 Service Guide Rev. 0 October 2003 Page 17