imagePROGRAF iPF685/680 Service Guide
imagePROGRAF iPF685/680 Service Guide August 2014
Page 19
VII. Authorized Servicer Offerings
The Authorized Servicer program enables Canon distribution product resellers to
become authorized to service the Canon products they resell. Please refer to the
Authorized Servicer Program Guide (found in the Download Center of the
eSupport Center web site) for details to help an Authorized Servicer become
familiar with Canon USA Inc.’s business processes and the resources that are
available to assist the Authorized Servicer.
Canon USA’s Engineering Services and Solutions Division, Business Relations,
and Administration departments are available to answer questions regarding this
program. The Business Relations and Administration department can be reached
by calling 631-330-2335. This telephone number is available Monday through
Friday from 9:00 AM to 5:00 PM Eastern Standard Time.
A. ASCR (Authorized Servicer Customer Registration) System
The ASCR System is the process used to link the Customer’s product serial
number to the Authorized Servicer; specific customer information is not
required. To receive compensation for labor expended on a warranty service
dispatch, your customer’s product serial numbers must be registered in
Canon’s ASCR system. If your customer contacts Canon Information
Technology Systems (CITS) during the warranty period, your dealership will
be dispatched to the call.
Note: All calls dispatched by CITS must be closed out with CITS in order to
qualify for labor compensation. To close out the service call, Section 2 of the
Service Dispatch Form must be completed and e-mailed to
isgservice@CITS.canon.com. Canon USA will not provide labor
compensation for any service not dispatched by CITS.
If your customer contacts CITS on a post-warranty call, the customer will be
referred to your dealership. A national independent service company will
manage all unregistered units.
To help ensure that Canon USA customers receive service support,
regardless of their location, Canon USA maintains a relationship with a
national independent service company. Customers that require service
support can call CITS via toll free access at 1-800-423-2366. In the event that
an on-site service dispatch is necessary to restore the product to operation,
CITS will dispatch the national independent service company. It is possible to
dispatch the Authorized Servicer rather than the national independent service
company; however, the Authorized Servicer must register their customer’s
product with us beforehand. This is accomplished via ASCR.
IMPORTANT: To submit a warranty claim for a defective part, please follow
the e-Tag Warranty Claim form process on the Canon eSupport Center web
site.
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