Epson SC-R5000 Series - Emear Service & Support Organisation; Escalation Management and Flow; Customer Support; Emea Repair Service Policy

SureColor R5000/R5000L Service & Support Plan L Rev. B ETS-TP-TG-20-038 Rev. B
European Technical Support Page 18/19
5 EMEAR SERVICE & SUPPORT ORGANISATION
5.1 Escalation management and flow
1
st
Level
CIC hotline agents and B2B hotline agents
2
nd
Level
Main countries: ESC product & support specialist
International Countries: CIC Level 2 agent or specialist
(CIC_leveltwo@epson-europe.com)
3
rd
Level
EEE product & support specialist
5.2 Customer support
All following numbers can be found on Epson Subsidiaries Web sites :
• Helpdesk phone
• Hepldesk chat
• Helpdesk email
• Online
EMEA start
http://support.epson-europe.com/
EDG
www.epson.de
EUL
www.epson.co.uk
EFS
www.epson.fr
EIS
www.epson.it
EIB
www.epson.es
EPO
www.epson.pt
EMO
www.epson.ru
5.3 Emea Repair Service Policy
5.3.1 Recommended policy
2
• DOA: Exchange the product by a new one or Credit Note (should be exceptional case)
• In Warranty Repair: Onsite Repair (Onsite swap in exceptional case)
• Out of Warranty Repair: Onsite Repair (Onsite swap in exceptional case)
2
Onsite Repair Recommanded Policy