Warranty
Depending on product, Canon offers either a 90-day or one-year warranty. 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 and make a good faith effort to troubleshoot the problem. - The Canon Help Desk validates the problem and date of purchase according to the end-user's explanation of the defect(s).
- If product appears defective,
Canon will initiate the appropriate service option. For those
units that have an on site service option, Canon will dispatch the
appropriate Authorized Service Provider (Reseller Authorized Servicer
or Canon Third-party Servicer, Access Services).
If attempts to repair the unit via on-site service fail, Canon will determine if replacement is required. - For those units that have an exchange service option, Canon will replace the defective scanner through the Warranty Exchange Program.
For Canon to accept the return of a DR or CR - Scanner a 'Field Return Authorization' (FRA) must be issued through Canon's technical support line. Field Return Authorizations will only be issued for hardware or software related problems that can not be resolved. 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 and make a good faith effort to troubleshoot the problem. - The Canon Help Desk validates the problem and date of purchase according to the end-user's explanation.
- Canon will initiate the appropriate service option in an attempt to resolve the technical issue. For those units that have an onsite service option, Canon will dispatch the appropriate Authorized Service Provider (Reseller Authorized Servicer or Canon Third-party Servicer, Access Services).
- For those units that have an
exchange service option, Canon will replace the defective scanner
through the Canon Warranty Exchange Program.
If attempts to repair the unit fail and Canon authorizes a return, a FRA number will be issued to the customer authorizing the return of the unit. The distributor will be notified that Canon has issued a return authorization for the units. The customer will contact the reseller who will contact their distributor for a replacement unit. - The reseller sends the machine
to the distributor of purchase and includes the FRA number.
Note: Units are not returned directly to Canon.
Installation Services
Through authorized distributors, resellers can purchase Canon's Installation Services for resale, for certain models. The packages are serviced through Access Services and are an excellent opportunity for resellers who are not service authorized to provide installation coverage.
Authorized Servicers who are interested in selling installation coverage outside their geographical service area may also want to take advantage of the Canon program.
| Support Level |
Description |
| On-site
Installation |
A field service engineer installs the scanner on site, hooks it up to the existing network and gives it a test run. The installation of Canon accessories such as endorsers or imprinters is included with this service. |
| On-site Installation and Training | The
field technician installs the
scanner on site (hook-up and test). Then staff members are trained to
use and maintain the scanner. Operators will learn how to set up and
run jobs, perform basic tasks like cleaning the scanner and cleaning
paper jams. The basics in diagnosing errors is also taught. |
Extended Service Plan
Through authorized distributors, resellers can purchase Canon's Installation Services for resale. The packages are serviced through Access Services and are an excellent opportunity for resellers who are not service authorized to provide extended warranty coverage.
Authorized Servicers who are interested in selling extended warranty coverage outside their geographical service area may also want to take advantage of the Canon program.
| Support Level |
Description |
| Extended
Service Package w/PM (9 months or 1 year) |
Either a nine-month or one year plan can be purchased for qualified scanners. The end-user will receive toll-free phone support. If further repair services are required a technician will be sent on-site the next business day. Extended Service Packages are administered by Access Services. |
This package includes one preventive maintenance visit during the agreement term. The customer must call to initiate the preventive maintenance visit for qualified scanners.
Canon CarePAK
Canon CarePAK Extended Service Plan (CarePAK) is a cost-effective and easy-to-use extended service program. CarePAKs can be purchased in 9 month, 1 year, and 2 year increments, and go into effect at the end of the manufacturer's warranty period. CarePAK provides toll-free Canon technical support and includes Canon's superb Advanced Exchange replacement program or onsite service depending on service options for the respective Model. CarePaks protect against unforeseen repair costs, excessive downtime, since the equipment is fully covered.
Canon's Third Party Service and Support Provider
Canon, USA on retains a third party service company to provide service support on behalf of resellers who do not wish to become Authorized Servicers.
They have an extensive network of service locations throughout the U.S. This means our resellers who decide not to service the scanners can rely on a firm that can support their customers both locally and nationally.
When a customer reports a problem with a DR-Scanner, an attempt will be made to resolve the problem by phone. If the problem cannot be resolved, a field engineer will be on site the next business day to fix the problem.
Program Advantages:
- 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.