imagePROGRAF iPF685/680 Service Guide
imagePROGRAF iPF685/680 Service Guide August 2014
Page 20
1. ASCR Registration Process
The ASCR System is accessed through the Warranty Programs tab of
the e-Support Center web site. In order to access the ASCR system,
you will be required to re-enter your e-Support ID and password; if your
ID and password do not work, instructions to enable it will appear.
Select “New ASCR” to enter each model and serial number you intend to
service during your on-site service dispatch. At this point, all service
dispatches for that product will be sent to your dealership. Do not enter
a serial number for any product that you will not be able to service.
When you enter the customer’s machine serial number, you have
agreed to be dispatched by CITS if any of your registered customers
contact CITS and a service dispatch is required.
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.
To submit a warranty claim for a defective part, please follow the e-Tag
Warranty Claim form process.
2. Dispatch by CITS
This is available to ASCR Registered Customers where the Warranty
Marketing Program option has not been selected.
Help desk support will be managed by CITS with dispatch to the Service
Provider of record.
CITS supports the end-user via the 1-800-423-2366 toll free telephone
number to the CITS Call Center. The Call Center takes the first call from
the customer and provides assistance as follows:
1. Answers product related questions
2. Assists the end-user with pre-and post-sales inquires
3. Redirects customer calls to the Service provider of record: If there is
no Service Provider of record, CITS will:
• attempt to resolve hardware, software, and operational problems
• dispatch service when telephone based troubleshooting fails to
resolve a problem
To obtain reimbursement for service delivered during the end-user’s
warranty, you must be dispatched by CITS. For this to occur, the end-
user must first contact CITS. CITS will then attempt all user-performed
service remedies.
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