Canon imageCLASS MF236n - Call Escalation Procedure

imageCLASS MF230 Series Service Guide for ASF
imageCLASS MF230 Series Service Guide for ASF September 2016
Page 22
C. Call Escalation Procedure
Canon USA provides a time-sensitive call escalation process for all
imageCLASS MF236n and imageCLASS MF232w ASFs. The CITS help desk
is the single point of entry for this process. Once a call is placed to the CITS
help desk and information is logged into the call management system, a case
number is assigned to the call. Every effort is made to resolve the problem
during the call. For problems that cannot be resolved during the initial call and
require escalation, follow the process below.
Figure 4 — Call Escalation Procedure Flow Chart
Canon
imageCLASS MF236n/MF232w
End-User
Canon’s
ASF
Assistance Required
by the End-User
CITS Refers the End-User
to the ASF
Assistance Required
by the ASF
Canon USA
Engineering
CITS
1
-800-OK-CANON (652-
2666)
CITS
1-866-702-2666
Carry-In or
Exchange Service
Requested
Resolved
Resolved