imageprograf Authorized Servicer Program Guide

Canon imageprograf Authorized Servicer Program Guide

Published by: Canon U.S.A., Inc. One Canon Park Melville, NY 11747 Canon U.S.A. Homepage: http://www.usa.canon.com Canon U.S.A. Engineering Services & Solutions e-support: http://www.support.cusa.canon.com Canon U.S.A. Engineering Services & Solutions ISG Central: http://isgcentral.cusa.canon.com Distributed in the United States by Canon U.S.A., Inc. This imageprograf Authorized Servicer Program Guide is the property of Canon U.S.A., Inc. All rights reserved. The information contained in this imageprograf Authorized Servicer Program Guide constitutes confidential information of Canon U.S.A., Inc. Pursuant to the Authorized Service Agreement with Canon U.S.A., Inc., this imageprograf Authorized Servicer Program Guide is solely for reference purposes and may be used only by a Canon U.S.A., Inc. Authorized Servicer. No part of this imageprograf Authorized Servicer Program Guide may be reproduced or transmitted in any form by any means, electronic or mechanical, for any purpose without the prior written consent of Canon U.S.A., Inc., except as expressly permitted herein. Canon U.S.A., Inc. may, at its sole discretion, modify the information and/or specifications contained in this imageprograf Authorized Servicer Program Guide at any time without notice. Canon and imageprograf are trademarks of Canon Inc. ecarepak is a trademark of Canon U.S.A., Inc. All other company names and product names may be trademarks or registered trademarks of their respective owners, and are hereby acknowledged. imageprograf Authorized Servicer Program Guide Page i

imageprograf Authorized Servicer Program Guide Table of Contents I. Program Overview... 1 II. Authorized Servicer Responsibilities... 1 A. Technical Training Requirements... 1 B. Change of Status... 1 C. Web Access... 1 D. Parts Inventory... 1 III. Service Guides... 2 IV. Technical Training... 3 V. Technical Support... 4 A. Web-Based Support... 4 B. Canon USA Technical Support Center... 5 C. Technical Support Escalation... 5 VI. Specifying the Support Model in the Authorized Servicer/Dealer Customer Registration (ASCR) System... 6 A. ASCR Registration Process... 6 VII. Warranty... 8 A. In-Warranty Service and Post-Warranty Service... 8 B. Warranty Compensation... 8 1. Canon Managed Customer Service (Dispatch by CITS)... 8 2. Warranty Marketing Program... 8 3. Unregistered Serial Numbers... 9 C. Warranty Compensation Procedures... 9 1. Parts Compensation through e-tag... 10 2. Labor Compensation... 11 VIII. Parts & Service Material Orders... 12 A. CNA Access... 12 1. Parts Order Entry... 12 2. Parts Information/Parts Price List Download Regular Orders... 13 3. Parts Discontinuation Schedule Information... 13 4. Order/Invoice Inquiry... 13 5. Parts Return... 14 B. National Parts Order Center... 14 C. Canon ecarepak... 15 IX. Escalation Process... 17 imageprograf Authorized Servicer Program Guide Page ii

I. Program Overview The imageprograf Authorized Servicer program enables resellers procuring products through the Canon U.S.A., Inc. (Canon USA) distribution channel to become authorized to service Canon imageprograf products they resell. This Program Guide contains detailed information to help imageprograf Authorized Servicers become familiar with Canon USA s processes and resources available to assist the Authorized Servicer in servicing imageprograf products. If you have any questions about this Program Guide, please contact your Canon USA Regional Service Manager. II. Authorized Servicer Responsibilities Authorized Servicers must meet certain minimum service requirements in order to attain and maintain authorization as a Canon USA imageprograf Authorized Servicer. These include, but are not limited to the following: A. Technical Training Requirements Authorized Servicers must have a minimum of two (2) trained field technicians for each model they support. B. Change of Status Authorized Servicers must inform Canon USA of any changes in their company status, including changes of address, changes in service management, and the departure of Canon trained technicians from their company. All changes in status must be reported to their Canon USA Account Relations Representative by letter or email. C. Web Access Authorized Servicers must provide their technicians with access to the Canon USA Engineering Services & Solutions Division e-support website at http://www.support.cusa.canon.com so they can locate technical information, take training courses, and maintain awareness of Canon USA processes and programs. D. Parts Inventory Authorized Servicers must maintain a spare parts inventory sufficient to support their efforts to resolve customer problems within industry acceptable time frames. imageprograf Authorized Servicer Program Guide Page 1

III. Service Guides Service Guides are developed for all new products and contain, among other information, the following: Product specifications Warranty cards Identification of periodic replacement parts and consumables Recommended parts stock Sample pricing Training prerequisites Service Guides are available on the e-support Center website and on ISG Central at http://isgcentral.cusa.canon.com. Access to the Service Guides posted on ISG Central is limited to the Authorized Servicer s Management staff. imageprograf Authorized Servicer Program Guide Page 2

IV. Technical Training Canon USA s Educational Service Department offers Technical Training courses to help technicians effectively support Canon products. These courses focus on building a high level of knowledge to assist Authorized Servicers in achieving a quick and satisfactory first call resolution rate. Each course is specifically designed to meet the technician s training needs on a specific model or model series of Canon products. imageprograf online training can be accessed by navigating to the e-support website at http://www.support.cusa.canon.com. 1. Log on to the e-support Home Page and click on the Training tab or icon. 2. Under the Get Started column on the right side of the page, click on the Learning Management System icon. 3. Using the drop down menu on the Learn tab on the task bar, Select Catalog. 4. Under the imageprograf heading, choose the course that corresponds to the model you wish to support and Register. 6. After completing registration, click Start to begin. Refer to the individual product Service Guide for more details on training programs or visit the e-support Training Center at http://www.support.cusa.canon.com. imageprograf Authorized Servicer Program Guide Page 3

V. Technical Support A. Web-Based Support In order to access e-support, the Authorized Servicer staff must first register for a Support ID at the e-support Center website http://www.support.cusa.canon.com. A valid Canon USA Dealer Code is required at time of registration. This code is provided once a prospective servicer has earned credit approval with Canon USA. Click on the Register to Join button and follow the instructions for registration. Those who register will receive a Support ID number via e-mail within approximately 24-hours. The following functions and information can be accessed by the Authorized Servicer through the e-support Center website: e-notify --- Subscribe to email notifications of new releases, Technical Bulletins, Publications, etc. Knowledgebase --- Locate information to help solve tough technical problems. Download Center --- Read and/or download on-line documentation, firmware and drivers. Training --- Access training course information and take courses on-line. Warranty Programs --- submit and track warranty claims, and find information on special warranty programs. imageprograf Authorized Servicer Program Guide Page 4

B. Canon USA Technical Support Center Canon USA s Technical Support Center (TSC) is available to provide support and problem escalation for the Authorized Servicer. A valid Support ID is required to access the TSC; this is the same ID used to access the e-support Center website. The technician must also have completed model specific training to receive assistance from the TSC. Hardware & Software support is available Monday through Friday, 9:00 AM to 8:00 PM Eastern Time at (800) 528-2830. Please refer to the Escalation Process flowchart at the end of this Program Guide that matches the support model you have chosen. Please refer to the Tech Support tab on the e-support Center website to review the TSC s policies and procedures, as well as contact and ticket information. C. Technical Support Escalation At its discretion, the TSC may escalate a case to the Regional Field Support staff or Engineering group after all reasonable troubleshooting options have been exhausted. imageprograf Authorized Servicer Program Guide Page 5

VI. Specifying the Support Model in the Authorized Servicer/Dealer Customer Registration (ASCR) System The Authorized Servicer/Dealer Customer Registration (ASCR) System is where the product s serial number is linked to the servicer of record. If an Authorized Servicer registers a serial number through ASCR, the Authorized Servicer will be the servicer of record for that serial numbered product. ASCR also allows Authorized Servicers to specify which support model they have chosen to follow from the two available support models described below. All unregistered devices will be serviced by Canon USA s national independent service provider or through Canon USA s exchange program. The Authorized Servicer must register the product s serial number through the ASCR System. They must then choose the support model they wish to follow for that serial number in order to be eligible for warranty reimbursement. A. ASCR Registration Process The ASCR System can be accessed through the Warranty section of the e-support Center website. Select Create New Registration Record to enter the serial number into the system for each device that you intend to service. Please see a screen shot of the ASCR registration form below. During registration of the product serial number(s), the Authorized Servicer must choose one of the two support models listed below: 1. Canon Managed Customer Service (Dispatch by CITS) In this support model, the end-user contacts Canon Information Technology Services (CITS) for technical support and troubleshooting. CITS is Canon USA s end-user help desk. End-users can reach the help desk by calling (800) 423-2366, 8:00 AM to 8:00 PM Eastern Time, Monday through Friday. If CITS determines that service is required, they will dispatch the Authorized Servicer (the servicer of record based on ASCR). All service dispatches will be emailed to the dispatch supervisor at your Authorized Servicer location. 2. Warranty Marketing Program In this support model, the end-user contacts the Authorized Servicer for technical support and troubleshooting. If the end-user calls CITS (the Canon USA end-user help desk) they will be referred back to the Authorized Servicer (the servicer of record based on ASCR). As noted above, all unregistered devices will be serviced by Canon USA s national independent service provider or through Canon USA s exchange program. Important: Do not enter a serial number for any product(s) that you do not intend to service. By entering the device serial number, you are agreeing to provide service for that device. imageprograf Authorized Servicer Program Guide Page 6

Screen shot of the ASCR Registration Form If you have any problems registering a device in ASCR, please contact the Warranty Control section at Warranty_ESSD_BISG@cusa.canon.com. imageprograf Authorized Servicer Program Guide Page 7

VII. Warranty A. In-Warranty Service and Post-Warranty Service The Authorized Servicer is compensated by Canon USA to perform in-warranty service, and post-warranty service where the product is covered under a Canon ecarepak. Compensation is on a per incident basis; the Authorized Servicer will be compensated for one (1) incident even if the Authorized Servicer makes multiple visits in response to a single dispatch. B. Warranty Compensation 1. Canon Managed Customer Service (Dispatch by CITS) To obtain reimbursement for service delivered during the end-user warranty period, or during the post-warranty period covered by Canon ecarepak, your Authorized Servicer location must be dispatched by CITS. For this to occur, the end-user must contact CITS first to attempt all user-performed service remedies. Should these not resolve the problem, the servicer of record will be dispatched (See ASCR Registration Process for instructions on how to register your Authorized Servicer location as the servicer of record). Labor compensation of $155 per incident (based upon on-site service) will automatically be issued to the dispatched Authorized Servicer once the service call has been closed with CITS. Defective parts reimbursement will be issued upon receipt of an e-tag claim enclosing the defective part. 2. Warranty Marketing Program This support model requires the end-user to contact the Authorized Servicer for in-warranty support, and for post-warranty support covered by a Canon ecarepak. Under this support model, the Authorized Servicer will be the servicer of record and therefore the first point of contact for the end-user. The servicer of record will handle 100% of all end-user support. Should the enduser contact CITS, CITS will redirect the caller to contact the servicer of record. Service calls performed under this arrangement are not eligible for labor reimbursement under the process described in the Canon Managed Customer Service (CITS Dispatch) support model. Instead, a one-time payment of $30.00 will be issued to the Authorized Servicer for each registered device (serial number) the Authorized Servicer chooses to support with this model. In this support model, the Authorized Servicer must provide service and support consistent with commercially acceptable standards. In cases where the Authorized Servicer has accepted the one-time payment, but has not provided service and support to the end-user, the Authorized Servicer may lose authorization to service Canon products. Defective parts reimbursement will be issued upon receipt of an e-tag claim enclosing the defective part. imageprograf Authorized Servicer Program Guide Page 8

3. Unregistered Serial Numbers All unregistered devices will be supported by Canon USA s Help Desk (CITS), and be serviced by Canon USA s national independent service provider or through Canon USA s exchange program. No in-warranty or post-warranty labor compensation and parts reimbursement will be provided to your Authorized Servicer location for unregistered serial numbers. C. Warranty Compensation Procedures The following procedures are intended to help Authorized Servicers receive parts and labor compensation for repairs performed under the terms and conditions of the product warranty or a Canon ecarepak. When using the Canon Managed Customer Service (CITS Dispatch) support model, the end-user s product serial number must be registered in the ASCR System, and the servicer of record (Authorized Servicer) must be dispatched by Canon USA s Help Desk in order for the servicer of record to receive labor compensation for work performed during the warranty period or during the postwarranty period covered by a Canon ecarepak. Defective parts replaced during an in-warranty or post-warranty service call (if covered by a Canon ecarepak) must be returned to Canon USA through the e-tag process in order to receive compensation for such replaced parts. imageprograf Authorized Servicer Program Guide Page 9

1. Parts Compensation through e-tag In order to receive compensation for parts used during in-warranty and postwarranty (covered by a Canon ecarepak) repairs, an e-tag form must be completed and submitted to Canon USA. e-tag is an electronic form that is completed on-line, printed, and retuned to Canon USA with all defective parts. This e-tag process applies to the Canon Managed Customer Service (Dispatch by CITS) and Warranty Marketing Program support models. In either support model, the end-user s product serial number must be registered in the ASCR System and associated with the servicer of record (Authorized Servicer) who is submitting the e-tag form. e-tag is accessed under the Warranty tab on the e-support Center website at http://www.support.cusa.canon.com. The Authorized Servicer must complete a separate e-tag Part Claim form for each part replaced during in-warranty service or post-warranty service (covered by a Canon ecarepak). The Authorized Servicer must print the completed e-tag claim form and enclose it in the box with the defective part. The defective part and form must be mailed to the address indicated on the form along with the machine service history log. The Authorized Servicer will receive payment via Direct Deposit for the returned part. imageprograf Authorized Servicer Program Guide Page 10

2. Labor Compensation When using the Canon Managed Customer Service (CITS Dispatch) service model, the end-user s product serial number must be registered in the ASCR System and the servicer of record (Authorized Servicer) must be dispatched by Canon USA s Help Desk in order to receive labor compensation for work performed during the warranty period, or during the post-warranty period covered by a Canon ecarepak. The end-user is required to contact Canon USA s Help Desk to attempt all userperformed service remedies. If a service dispatch is required, the Help Desk will dispatch the servicer of record (Authorized Servicer). Upon completion of the service call, Section 2 of the Help Desk Dispatch form must be e-mailed to isgservice@cits.canon.com to receive labor compensation. The completed Section 2 of the CITS Dispatch form will close the service call with Canon USA and will serve as a request for labor compensation. Labor compensation for on-site service is $155 and is made on a per incident basis, regardless of the number of visits required to resolve the problem reported in conjunction with the dispatch. e-tag claim forms will not be accepted as requests for warranty labor compensation. When using the Warranty Marketing Program service model, the servicer of record (Authorized Servicer) is not entitled to submit claims for labor compensation. Instead, a one-time payment of $30.00 is made to the servicer of record (Authorized Servicer) for each serial number registered. imageprograf Authorized Servicer Program Guide Page 11

VIII. Parts & Service Material Orders A. CNA Access All Authorized Servicers should submit their parts purchase orders electronically through Canon USA s web based system, Canon Network Access (CNA). CNA provides the Authorized Servicer with the following features: Parts Order Entry, Including After Hours Ordering Parts Information / Parts Price List Download Parts Discontinuation Schedule Information Order/Invoice Inquiry Parts Return CNA is accessible 24 hours a day, seven days a week at http://isgcentral.cusa.canon.com. 1. Parts Order Entry Regular Orders All regular orders for parts are shipped within two business days of processing by Canon USA. Regular orders are processed several times a day. However, shipments may be delayed for, among other reasons, credit review. Rush Orders To ensure same day shipment of rush orders, please comply with the following conditions: Submit all one and two day emergency purchase orders no later than 4:00 PM, local time. Limit the line item (part number) quantity to no more than five (5) on a purchase order. All purchase orders placed through CNA will be confirmed via e-mail. imageprograf Authorized Servicer Program Guide Page 12

2. Parts Information/Parts Price List Download Regular Orders Parts information for active parts is made available on CNA under the Parts Information link. Downloadable files referenced by machine and by product are also available under the Parts Information Link. 3. Parts Discontinuation Schedule Information Parts discontinuation information is made available on CNA under the Parts/Supply Discontinuation link. Information regarding machines that are Active, Scheduled, and Discontinued is also available under this link. 4. Order/Invoice Inquiry Inquiries concerning purchase orders and invoices can be made on CNA. You can search using the purchase order/invoice number or the most recent order entry date. Additional purchase order tracking information is available at either UPS (www.ups.com) or FedEx (www.fedex.com), depending on which shipping method you have chosen. For any questions concerning parts, please e-mail them to canonparts@cusa.canon.com, or call (866) 481-2569. The toll-free phone lines are staffed Monday through Friday, 9:00 AM to 7:00 PM Eastern Time (except on Canon USA observed holidays). imageprograf Authorized Servicer Program Guide Page 13

5. Parts Return "Defective" Out-of-Box Part/Drums Returns Canon USA supports Canon Genuine service parts with an out-of-box performance commitment. If a Canon Genuine service part/drum does not perform as expected upon installation, the part/drum can be returned, provided such return is requested within 30 days of invoice date. Canon USA will inspect the part/drum to confirm that it is defective and, if so, will process the claim accordingly. If you have any questions about these processes, contact the National Parts Order Center toll-free, at (866) 481-2569. B. National Parts Order Center If, for any reason, you cannot use CNA to fulfill your parts order, contact the National Parts Order Center to place orders for parts, tools, and service materials. The National Parts Order Center contact information is as follows: Canon U.S.A., Inc. National Parts Order Center 100 Ridge Road Jamesburg, NJ 08831 Tel.: (866) 481-2569 / Fax: (800) 258-0900 In addition to handling orders, Parts Representatives will also provide information on: Part Availability Part Pricing Order Status Part Returns The National Parts Order Center s hours of operation are Monday through Friday, 9:00 AM to 7:00 PM Eastern Time (except on Canon USA observed holidays). imageprograf Authorized Servicer Program Guide Page 14

C. Canon ecarepak Canon ecarepak is a post-warranty extended service plan that enables quick, effective, hassle-free post-warranty service. Canon ecarepaks are usually available in one (1) and two (2) year durations (one year CarePaks are stackable up to two years maximum), and must be purchased and registered prior to expiration of either the product warranty or a previously purchased ecarepak for the Product. When an end-user s Canon product is covered under a Canon ecarepak, service will be provided by the servicer of record (Authorized Servicer) in ASCR. If the product serial number is not registered in ASCR, then service will be provided by Canon USA s national independent service provider, or through Canon USA s exchange program. As with in-warranty service, if an Authorized Servicer wants to be dispatched for a particular customer, the Authorized Servicer must ensure that the customer s product is registered to the Authorized Servicer as the servicer of record through the ASCR system. To purchase a Canon ecarepak using CNA, please follow the steps listed below: 1. Log into ISG Central at http://isgcentral.cusa.canon.com. 2. Click the Canon Network Access (CNA) Site link 3. Click the Merchandise/Supply Order Entry menu option 4. Complete all applicable fields on Order Header Screen 5. Upload your order, click Continue 6. Complete the Order Details Screen and choose the applicable Canon ecarepak item, click Continue 7. Complete the End-user Label Screen, click Continue 8. Submit order imageprograf Authorized Servicer Program Guide Page 15

If you are submitting orders through EDI instead of CNA, you will need to enter the customer information in CNA as part of the registration process for Canon ecarepaks. 1. After submitting your orders through EDI, log into ISG Central at http://isgcentral.cusa.canon.com. 2. Click the Canon Network Access (CNA) Site link 3. Click the Order and Invoice Inquiry menu option 4. Click the EDI Inquiry & Update menu option 5. Click the Third Party Order Updates link 6. Type in your PO number and click Submit 7. Click on View/Approve 8. Check the Select box next to the applicable PO and then click Add Text 9. Fill out the requested customer information and submit If an Authorized Servicer does not have access to CNA or EDI, they must purchase ecarepak extended service plans through a distributor. The Authorized Servicer must submit the following information to the distributor, who will then submit it to Canon USA: End-user Contact Information: Full Name, Company Name, Address, Phone Number, Email Address Authorized Servicer Contact Information: Company Name, Contact Name, Phone Number, Email Address Model and Serial Number of Printer Once Canon USA receives the information they will send a confirmation email to the distributor. The end-user will receive a service agreement in the mail confirming their purchase of the ecarepak. imageprograf Authorized Servicer Program Guide Page 16

IX. Escalation Process To help ensure that unresolved problems are effectively and efficiently addressed, use the following escalation process: imageprograf Authorized Servicer Program Guide Page 17

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Engineering Services & Solutions Division imageprograf Authorized Servicer Program Guide Page 19