WARRANTY & EXTENDED SERVICE
Canon offers a one-year warranty on all of the imagePROGRAF products. The products are guaranteed to be free from defects in workmanship and material under normal use and service. During the relevant warranty period, Canon will repair or replace any defective part or exchange the product at no charge. The product warranties do not extend to consumables.
DOA Policy
In the event of a DOA (defined as an item that is an out-of-box failure
when the end-user first attempts to install and/or first use a unit), the
following process is in place.
Steps
- End-user of the product must call the Canon Help Desk, 1.800.423.2366 to report problem. Note: Caller must be in possession of the machine.
- CITS validates the problem and date of purchase according to the end-user's explanation of the defect(s).
- If product appears defective, Canon will dispatch the appropriate Repair Service Provider (Reseller Authorized Servicer or Canon Third-party Servicer, Access Services).
Note: The repair provider dispatched will depend on services sold by the reseller to the end-user.
If attempts to repair the unit via on-site service fail, Canon will determine if replacement is required.
Return Merchandise Authorization
For Canon to accept the return of an imagePROGRAF product, a �Field Return
Authorization' (FRA) must be issued through Canon's technical support line.
Prior to issuing a FRA, Canon will troubleshoot. The following steps will
be followed:
Steps
- End-user of the product must call the Canon Help Desk, 1.800.423.2366
to report problem.
Note: Caller must be in possession of the machine. - CITS validates the problem and date of purchase according to the end-user's explanation of the defect(s).
- If product appears defective, Canon will dispatch the appropriate Repair
Service Provider (Reseller Authorized Servicer or Canon Third-party Servicer,
Access Services).
Note: The repair provider dispatched will depend on services sold by the reseller to the end-user. - If attempts to repair the unit fail and Canon authorizes a return, an FRA number will be issued to the reseller.
- The reseller sends the machine to the distributor of purchase and includes
the FRA number.
Note: Machines are not returned directly to Canon.
Installation Services
Two types of installation service programs are available. Authorized Services who are interested in selling installation coverage outside their geographical service area may also want to take advantage of the Canon program.
Resellers who are not service authorized can take advantage of the installation and service program offered through GEI CalGraph.
GEI CalGraph Programs
| Support Level | Description |
|---|---|
Silver Installation |
A factory-authorized engineer will assemble the printer, and inspect the printer for proper operation. Inks and media will be loaded in the printer and the end user will be instructed on the proper loading procedures. The engineer will connect the printer to one of the client’s computers and load the system drivers on the computer. A driver test page will be printed to insure the system is working correctly. Notes: 1) Client must be located within 50 mines of a service center; 2) Maximum of 2 hours on-site. |
|
Gold Installation |
A factory-authorized engineer will assemble the printer, and inspect the printer for proper operation. Inks and media will be loaded in the printer and the end user will be instructed on the proper loading procedures. The engineer will connect the printer to one of the client’s computers and load the system drivers on the computer. A driver test page will be printed to insure the system is working correctly. The engineer will then give the client an overview of the printer’s front panel, including the basic menu structure, review the features of the printer driver and the manufacturer’s documentation. The engineer will also explain how to diagnose print quality issues. Notes: 1) Client must be located within 50 mines of a service center; 2) Maximum of 2 hours on-site. |
|
Platinum Installation |
A factory-authorized engineer will assemble the printer, and inspect the printer for proper operation. Inks and media will be loaded in the printer and the end user will be instructed on the proper loading procedures. The engineer will connect the printer to one of the client’s computers and load the system drivers on the computer. A driver test page will be printed to insure the system is working correctly. The engineer will then give the client an overview of the printer’s front panel, including the basic menu structure, review the features of the printer driver and the manufacturer’s documentation. The engineer will also explain how to diagnose print quality issues. A hands-on training session, for up to two people, on using the software RIP* will be conducted. Notes: 1) Client must be located within 50 mines of a service center; 2) Maximum of 2 hours on-site. 3) *Software RIPs supported include Amiable, ONYX PosterShop, Black Magic, CromaPro XP, Harlequin and Compose. |
imagePROGRAF Extended Warranty Program
The CarePAK Exchange Program offers two different choices of support - a one-
or two-year support program. Both programs include toll-free technical support
through Canon's help desk. When the help desk is unable to resolve a problem
over the phone the product will be exchanged for a new or remanufactured
product through the Advanced Exchange Program.
* Click here to View the CarePak
* The print head is not included in the extended service plan and is billed separately.
Through authorized distributors, resellers can purchase Canon's Installation Extended Warranty Services an excellent opportunity for resellers who are not service authorized to provide installation coverage.
Authorized Servicers who are interested in selling extended services coverage outside their geographical service area may also want to take advantage of the Canon program.
| Support Level | Description |
|---|---|
|
Either a one-or two-year plan can be purchased. Benefits include:
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A Tech Line contract provides:
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Canon’s Third
Party Service and Support Provider
For those resellers who do not wish to become Authorized Servicers, Canon’s
imagePROGRAF third party service programs are administered by GEI CalGraph.
GEI CalGraph has a network of service locations throughout the U.S. This means our resellers who decide not to service the printers can rely on a company that can support their customers both locally and nationally.
When a customer reports a problem with an imagePROGRAF product, an attempt will be made to resolve the problem by phone. If the problem cannot be resolved, a field technician will be contacted to go on-site to repair the problem.
Program Advantages:
- Access to nationwide industry leading service support
- High first call resolution rate through Canon’s Help Desk
- Direct access to Canon’s Help Desk for your customers