Canon imagePROGRAF iPF6400S - Canon USA Technical Support Center Call Escalation

imagePROGRAF iPF6400S Service Guide
imagePROGRAF iPF6400S Service Guide September 2013
Page 34
X. Canon USA Technical Support Center Call Escalation
Canon USA provides a time sensitive call escalation process for all
imagePROGRAF iPF6400S printer Authorized Servicers. CITS is the single point
of entry for this process. Once a call is placed, the details are logged in the call
management system and a case number is assigned to the call. Every effort is
made to resolve the problem during the call. Calls that cannot be resolved during
the initial call and require escalation will follow the process below.
Figure 15 - Call Escalation Procedure
Canon imagePROGRAF iPF6400S
End-User Contacts CITS
1-800-423-2366
CITS Dispatches Service Request to
Canon Authorized Service Provider or
Third-Party Service Company
Authorized Service Provider or
Third Party Service Company
Contacts Canon USA TSC
Canon USA Inc.
Technical Support Center
1-800-528-2830
Canon USA Inc.
Digital Solutions Specialist
Canon USA Inc.
Engineering
Status
Modify
Assistance Required
Update
Case
Update
Case
Update
Case