imagePROGRAF iPF8400S Service Guide
imagePROGRAF iPF8400S Service Guide September 2013
Page 18
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. Should these not resolve the
problem; the Service Provider of record will be dispatched (See
ASCR process for instructions on how to register your company as
the Service Provider of record).
Labor compensation of $155.00 per incident will automatically be
issued to the dispatched service provider (your company) once the
service call has been closed with CITS. Defective parts
reimbursement will be issued upon receipt of an e-Tag claim with
the defective part.
3. Warranty Marketing Program
Some Service Providers may choose to have their own help desk
serve as the “first point of contact” rather than CITS. This places
the burden of having an effective in-warranty call avoidance
process upon the service provider. Service calls performed under
this arrangement are not eligible for labor reimbursement under the
process. Instead, a flat-rate of $30.00 will be issued to a service
provider for each product (serial number) they choose to support in
this manner.
The ASCR process allows the service provider to select this option
and it is incumbent on the service provider to provide service
support that is consistent with commercially acceptable standards.
In cases where the service provider has accepted the flat-rate
payment, but has not provided service support to the end-user, the
service provider could lose authorization to service that product.
A Dealer or Authorized Servicer may create a Maintenance
Agreement to provide service and support to their customer.
Please refer to the Suggested Maintenance Pricing section.
IMPORTANT: To submit a warranty claim for a defective part,
please follow the e-Tag Warranty Claim form process.
4. Unregistered Serial Numbers
Help desk support will be managed by CITS with dispatch
supported by a third-party service company.
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