We offer full technical support of our equipment and software solutions. We provide our customers with live operators to assist in any issues that are encountered. Our team of customer service representatives is available to take your request (by phone, fax, and web) and help facilitate the proper response, whether by immediate phone support from our help desk, or by a technician dispatched to your site.
We utilize an advanced call switch technology that routes your service request to the call center most available to provide assistance. The system provides real-time performance reporting to our call center managers in order to better manage incoming calls, resulting in the lowest possible hold times for our customers. Call information requiring on-site maintenance is immediately routed to field technicians in real time.
In addition, we employ tracking software to indicate the geographical location of our field service personnel in relation to our open service calls. This allows our dispatchers to strategically route our field personnel. As a result, our service department has realized consistently better than industry averages for call response time. And while responding to a service call quickly is important, we are equally proud of the quality and effectiveness of the service provided.
Service Maintenance Agreements – To maximize uptime and reliability
Once you have made an investment in Canon equipment, you will want to protect your investment and maximize its usefulness. A Service Contract is the next logical step to complement your system. Our all-inclusive Service Contracts cover:
• On-site service calls
• Scheduled preventative maintenance calls
Advantages of a Service Contract:
• One fee for contract - no unexpected charges
• Machines run at peak performance levels
• Keep downtime to a minimum
• Fewer work interruptions
• Quality is maximized
• Faster service
• Less waste
Over time, a service contract is more cost effective than placing individual service calls where parts and labor are billed separately.
National Technology Solutions Center – Our customer help desk
Recognizing the unique support requirements for today’s connected office environment, we developed the National Technology Solutions Center – our customers’ one-stop problem resolution center for all Canon and third-party enabling solutions.
The best-in-class support offers:
• Consistently superior service on a national level
• Centralized support expertise honed from 24 markets nationwide
• Help desk availability 8:30 am to 8:30 pm EST
• Consistent responsiveness for all of your locations
• Direct access to vendor-trained application experts for third-party
• Knowledge of workflow needs within specific industries
• Dedicated lab for ongoing solutions testing and validation
To Request Service
To place a service call or request technical support, you may call 1-800-355-1385, or use our online Service Call form. Please have your machine's serial number handy. Or use eManage, a web-based account management tool included with an active service agreement.