Canon imageCLASS MF416dw - Call Escalation Procedure

imageCLASS MF410dw Series Service Guide for AS
imageCLASS MF410dw Series Service Guide for AS April 2016
Page 30
C. Call Escalation Procedure
Canon USA provides a time-sensitive call escalation process for all
imageCLASS MF410dw Series Authorized Servicers. 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 6 — Call Escalation Procedure Flow Chart
imageCLASS MF410dw Series
End-User
Canon’s
Authorized Servicer
Assistance Required
by the End-User
CITS Refers the End-User
to the Authorized Servicer
Assistance Required
by the Authorized Servicer
Canon USA
Engineering
CITS Technical Support
1-877-277-7043
Resolved
Resolved
CITS Customer Help Desk
1-800-OK-CANON (652-2666)
Carry-In or
Exchange Service
Requested