Canon imageFORMULA DR-G1100 Production Document Scanner User manual

Canon
Brand
Canon
Model
imageFORMULA DR-G1100 Production Document Scanner
Type
User manual

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imageFORMULA DR-G1130/DR-G1100 Series Service Guide
imageFORMULA DR-G1130/DR-G1100 Series Service Guide April 2013
Rev. 1 Page i
IMPORTANT
THIS SERVICE GUIDE INCLUDES INFORMATION RELATING TO THE imageFORMULA DR-
1130/1100 Series. SPECIFICATIONS AND OTHER INFORMATION CONTAINED HEREIN MAY
VARY SLIGHTLY FROM ACTUAL DEVICE VALUES OR THOSE FOUND IN ADVERTISING AND
OTHER PRINTED MATTER.
USE OF THIS SERVICE GUIDE SHOULD BE STRICTLY SUPERVISED TO AVOID DISCLOSURE
OF CONFIDENTIAL INFORMATION.
ANY PRICES LISTED ARE SUBJECT TO CHANGE WITHOUT NOTICE.
PART NUMBERS LISTED MAY BE CHANGED WITHOUT NOTICE TO REFLECT ENGINEERING
REVISIONS.
Service Guide History
February 2013
o Service Guide Released
April 2013
o Warranty Revised
imageFORMULA DR-G1130/DR-G1100 Series Service Guide
imageFORMULA DR-G1130/DR-G1100 Series Service Guide April 2013
Rev. 1 Page ii
Published by
Canon U.S.A., Inc.
One Canon Park
Melville, New York, 11747-3336
1-800-OK-CANON
Email: ServicePlannin[email protected]on.com
Canon U.S.A. Homepage: http://www.usa.canon.com
Canon U.S.A. Internet e-Support Center website: http://www.support.cusa.canon.com
Canon U.S.A. ISG Central website: http://isgcentral.cusa.canon.com
Canon Network Access (CNA) website: http://www.cna.cusa.canon.com
Distributed in the United States by Canon U.S.A., Inc.
This Service Guide is the property of Canon U.S.A., Inc.
© Canon U.S.A., Inc. 2013. All rights reserved.
The information contained in this Service Guide constitutes confidential information of Canon U.S.A., Inc.
Pursuant to the authorized Service Agreement with Canon U.S.A., Inc., this Service Guide is solely for reference
purposes and may be used only by an authorized Service Provider of Canon U.S.A., Inc. No part of this Service
Guide may be reproduced or transmitted in any form by any means, electronic or mechanical, for any purpose without
the prior written consent of Canon U.S.A., Inc., except as expressly permitted herein.
Pursuant to the authorized Service Agreement with Canon U.S.A., Inc., Service Provider agrees to indemnify Canon
U.S.A., Inc. and to hold it harmless from and against any and all claims arising out of Service Provider’s possession,
use, or misuse of this Service Guide.
Canon U.S.A., Inc. from time to time updates this online Service Guide and may modify the information and/or
specifications contained in it at any time without notice. Additionally, all prices and availability dates listed herein are
subject to change without notice. The latest version is available online at the ISG Central and e-Support websites
noted above. Please make certain that you are using the latest version. Specimens of Web pages included herein are
for illustration purposes only.
Canon and Always Ask for Canon Genuine Toner, Parts & Supplies are registered trademarks of Canon, Inc.
All other company names and product names may be trademarks or registered trademarks of their respective
owners, and are hereby acknowledged.
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Table of Contents
I. Product Overview, Design Features, Optional Accessories, Configuration, and Box
Contents ----------------------------------------------------------------------------------------------------------- 1
A. Overview ------------------------------------------------------------------------------------------------------------------ 1
B. Design Features -------------------------------------------------------------------------------------------------------- 2
C. Optional Accessories ------------------------------------------------------------------------------------------------- 3
1. imageFORMULA Flatbed Scanner Unit 101/201 ------------------------------------------------------------- 3
D. Configuration ------------------------------------------------------------------------------------------------------------ 3
E. Box Contents ------------------------------------------------------------------------------------------------------------ 4
II. Service Authorization ----------------------------------------------------------------------------------------- 5
III. Educational Training Offerings ---------------------------------------------------------------------------- 5
A. Training Overview ----------------------------------------------------------------------------------------------------- 5
B. Technician Certification --------------------------------------------------------------------------------------------- 5
C. Who Should Take This Training ----------------------------------------------------------------------------------- 5
D. Prerequisites ------------------------------------------------------------------------------------------------------------ 5
E. What You Will Learn -------------------------------------------------------------------------------------------------- 5
F. Course Format ---------------------------------------------------------------------------------------------------------- 6
G. Course Highlights------------------------------------------------------------------------------------------------------ 6
H. Course Equipment ----------------------------------------------------------------------------------------------------- 6
I. Service Materials ------------------------------------------------------------------------------------------------------- 6
IV. Servicing Notes ------------------------------------------------------------------------------------------------- 7
A. Estimated Installation Time (End-User) ------------------------------------------------------------------------- 7
B. Installation Space Requirements --------------------------------------------------------------------------------- 7
C. System Requirements ------------------------------------------------------------------------------------------------ 8
D. Software Installation Procedures (End-User) ----------------------------------------------------------------- 8
E. Periodic Maintenance ------------------------------------------------------------------------------------------------- 9
F. Special Tools ----------------------------------------------------------------------------------------------------------- 10
G. Consumable Parts ---------------------------------------------------------------------------------------------------- 10
H. Recommended Replacement Parts ----------------------------------------------------------------------------- 11
V. Suggested End-User Service Offerings --------------------------------------------------------------- 12
A. Warranty Support ----------------------------------------------------------------------------------------------------- 12
1. imageFORMULA DR-Scanner Limited Warranty ------------------------------------------------------------ 12
B. Canon Information Technology Systems Technical Support to the End-User ------------------- 12
C. On-Site Service -------------------------------------------------------------------------------------------------------- 12
VI. Post Warranty Support ------------------------------------------------------------------------------------- 13
A. Dealers or Authorized Servicer Offerings --------------------------------------------------------------------- 13
B. Authorized Service Provider Customer Registration System ------------------------------------------ 14
C. e-Tag ---------------------------------------------------------------------------------------------------------------------- 16
D. On-Line Warranty Credit Inquiry --------------------------------------------------------------------------------- 16
E. Post-Warranty Support / CarePAK ------------------------------------------------------------------------------ 16
VII. Product Technical Support Offerings ------------------------------------------------------------- 17
A. Authorized Service Providers ------------------------------------------------------------------------------------- 17
B. Authorization Policy ------------------------------------------------------------------------------------------------- 17
C. Technical Support / Escalation ----------------------------------------------------------------------------------- 17
1. Canon Technical Support Center -------------------------------------------------------------------------------- 17
2. Call Escalation Procedure ----------------------------------------------------------------------------------------- 18
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D. Internet Support ------------------------------------------------------------------------------------------------------- 19
1. Canon USA e-Support Center Website ------------------------------------------------------------------------ 19
2. Canon USA ISG Central Website -------------------------------------------------------------------------------- 20
VIII. Limited Warranty Support ----------------------------------------------------------------------------- 21
A. Warranty Parts For Repair ----------------------------------------------------------------------------------------- 21
B. e-Tag ---------------------------------------------------------------------------------------------------------------------- 23
C. On-Line Limited Warranty Credit Inquiry ---------------------------------------------------------------------- 25
X. Appendix -------------------------------------------------------------------------------------------------------- 27
A. Specifications ---------------------------------------------------------------------------------------------------------- 27
B. Warranty ----------------------------------------------------------------------------------------------------------------- 28
C. CarePAK Terms and Conditions --------------------------------------------------------------------------------- 29
D. List of Tables ----------------------------------------------------------------------------------------------------------- 31
E. List of Figures ---------------------------------------------------------------------------------------------------------- 31
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I. Product Overview, Design Features, Optional Accessories, Configuration, and
Box Contents
A. Overview
The Canon imageFORMULA DR-G1130/DR-G1100 Series are Desktop scanners
capable of scanning Color, Black & White (B&W) or grayscale documents in
simplex and duplex with their approximate ppm (pages per
minute) and ipm (images per minute) speeds as shown in
imageFORMULA DR-G1130 Approximate Scanning
Speeds (Table 1) and imageFORMULA DR-G1100
Approximate Scanning Speeds (Table 2). With up to 600
dpi (dots per inch) of output resolution, these scanners
capture details in both color and monochrome.
The imageFORMULA DR-G1130/DR-G1100 Series inherits much of their
advanced technology found on Canon’s imageFORMULA DR-9050C and the
imageFORMULA DR-7550C including reliable feeding, flexible image processing
options, and fast scanning speeds.
imageFORMULA DR-G1130 Approximate Scanning Speeds (Table 1)
Approximate dpi
(LTR-Portrait)
B&W / Grayscale Color
Simplex ppm Duplex ipm Simplex ppm Duplex ipm
150
100 200 100 200
200
100 200 100 200
300
100 200 100 170
400
85 85 75 75
600
80 80 45 45
Approximate dpi
(LTR-Landscape)
B&W / Grayscale Color
Simplex ppm Duplex ipm Simplex ppm Duplex ipm
150
130 260 130 200
200
130 260 130 200
300
130 260 130 170
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imageFORMULA DR-G1100 Approximate Scanning Speeds (Table 2)
Approximate dpi
(LTR-Portrait)
B&W / Grayscale Color
Simplex ppm Duplex ipm Simplex ppm Duplex ipm
150
75 150 75 150
200
75 150 75 150
300
75 150 75 150
400
75 85 75 75
600
75 80 45 45
Approximate dpi
(LTR-Landscape)
B&W / Grayscale Color
Simplex ppm Duplex ipm Simplex ppm Duplex ipm
150
100 200 100 200
200
100 200 100 200
300
100 200 100 170
As an Energy Star Partner, Canon U.S.A., Inc. (“Canon USA”) has determined
that the imageFORMULA DR-G1130/DR-G1100 Series meets ENERGY STAR
guidelines for energy.
B. Design Features
Design features are as follows:
• Ultrasonic Double Feed Detection
• Auto Power On/Off
• Moiré Reduction
• Prevent Bleed-through / Remove Background
• User Registration
• Advanced Text Enhancement (Two Types)
• Skip Blank Page
• Prescan
• Auto Paper Size Detection
• Deskew
• Batch Separation
• Text Orientation Recognition
• Color Dropout / Enhancement
• DR Scanner Series Common Driver is bundled to realize various image
processing functions in a user-friendly manner.
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C. Optional Accessories
1. imageFORMULA Flatbed Scanner Unit 101/201
The Canon imageFORMULA Flatbed Scanner Unit 101 and Flatbed
Scanner Unit 201 are optional universal flatbed scanners that can connect
to the Canon imageFORMULA DR-G1130/DR-G1100 Series scanner.
When connected to an imageFORMULA DR-
G1130/DR-G1100 Series scanner and a computer,
based on the document type and the intended
purpose, flatbed scanning or feeder scanning can
be selected to scan documents. Refer to the
imageFORMULA Flatbed Scanner Unit 101/201
Service Guide for additional information.
Note: The imageFORMULA Flatbed Scanner Unit 101/201 cannot operate
as a stand-alone unit; it must be connected to a compatible
imageFORMULA DR-Series scanner.
D. Configuration
Note: Configurations shown are for reference purposes only and are subject to
change without notice. Please refer to the Dealers Price List on the ISG Central
Website for the most up-to-date Item Numbers.
imageFORMULA DR-G1130/DR-G1100 Series Configuration (Table 3)
Item
Item Number
1
imageFORMULA DR-G1130
8073B002AA
imageFORMULA DR-G1100
8074B002AA
Consumables
Exchange Roller Kit 8262B001AA
Separation Pad 8262B002AA
Ink Cartridge Blue (HP Item: C6602B)
3693A002CA
Ink Cartridge Red (HP Item: C6602R)
3693A003CA
Ink Cartridge Green (HP Item: C6602G)
3693A004CA
1
Item Numbers and Part Numbers are subject to change due to engineering changes, etc.
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Item
Item Number
1
Optional Accessories
imageFORMULA Flatbed Scanner Unit 101
4101B002AA
imageFORMULA Flatbed Scanner Unit 201
6240B002AA
Imprinter (Post)
4009B003AA
Barcode Module
1922B001AA
Patchcode Decoder 8262B003AA
eCarePAK Option
Canon eCarePAK
Refer to
Page 16
E. Box Contents
Note: Box contents shown are for reference purposes only and are subject to
change without notice.
imageFORMULA DR-G1130/DR-G1100 Box Contents (Table 4)
• Main Unit
• USB Cable
• Power Cable
• Set Up DVD
• Reference Guide(EFS)
• Warranty Card
• Cleaning Cloth
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II. Service Authorization
For a Servicing Dealers or Reseller to receive and maintain authorization to service
the imageFORMULA DR-G1130/DR-G1100 Series, a current Authorized Servicer
Agreement and at least one (1) service technician certified on the imageFORMULA
DR-G1130/DR-G1100 Series. Servicing Dealers or Resellers meeting their
requirements will receive a new Schedule A included with their Authorized Servicer
Agreement.
III. Educational Training Offerings
A. Training Overview
The imageFORMULA DR-G1130/DR-G1100 Series eLearning Course provides
the service technician with the knowledge required for installing and maintaining
these scanners in the field. This course will focus on the scanning and feeding
improvements for the imageFORMULA DR-G1130/DR-G1100 Series.
B. Technician Certification
Successful completion of the imageFORMULA DR-G1130/DR-G1100 Series
Product Overview online course is required to service and support this model. The
Dealer location must maintain at least one (1) technician who has successfully
completed the imageFORMULA DR-G1130/DR-G1100 Series eLearning Course.
C. Who Should Take This Training
Field Technicians who are required to install, service, or support the
imageFORMULA DR-G1130/DR-G1100 Series machines must take this course
for certification.
Note: In keeping with our current support policy, only those technicians who have
currently completed the training program will be entitled to live, phone-based
support through or Technical Support Center (TSC). Self-Service Support
(software downloads, knowledgebase, support forums, technical publications) will
continue to be available through the Canon U.S.A. e-Support website
(http://www.support.cusa.canon.com) for all technicians (refer to the Technical
Support section for entitlement details).
D. Prerequisites
The imageFORMULA DR9050C/7550C/6050C Series eLearning Course
Scanners online course is the prerequisite training before taking the
imageFORMULA DR-G1130/DR-G1100 Series eLearning Course.
E. What You Will Learn
New features and functional changes of the imageFORMULA DR-G1130/DR-
G1100 will be explained.
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F. Course Format
The imageFORMULA DR-G1130/DR-G1100 Series eLearning Course is located
in the eLearning center of the Canon USA e-Support website:
http://www.support.cusa.canon.com.
Approximately 60 minutes are required to complete this course and its final exam.
G. Course Highlights
• Accessible web-based training
• Downloadable learning resources which can include user guides, service
manuals, and other important learning materials
• Printed version of the training course
• Students can work at their own pace
H. Course Equipment
It is strongly recommended, though not required, that the service technician have
an imageFORMULA DR-G1130/DR-G1100 on hand to refer to during this on-line
training course.
I. Service Materials
All service materials for taking this on-line training course are included as
downloadable files through the Learning Resources page within the course.
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IV. Servicing Notes
A. Estimated Installation Time (End-User)
Estimated installation time shown is based on an out-of-box main unit installation
and can be completed by a Service Technician. Installation time shown is the
estimated time required for installation starting from an unpacked condition. It is
calculated based on man-hours and is provided for reference purposes only.
Excluded in the estimated installation times
2
are the following:
• Installation space preparation
• Unit configuration
Estimated Installation Time (Table 5)
Item Estimated Installation Time
imageFORMULA DR-G1130/DR-G1100 30 minutes
B. Installation Space Requirements
Maintain sufficient space around this machine during operation and maintenance,
and to allow ventilation. The rear panel has a power cord and ventilation holes,
therefore do not press it against a wall.
Figure 1 (Installation Space Requirements)
Ensure that there is a clear path for bringing in the packaged machine and that
the necessary tools (trolley, etc.) are available. When packaged (including
palette), the machine weighs approximately 50.3 lbs. (22.8 kg) and measures
approximately (W x D x H) 18.9” x 21.1” x 12.4” (480 x 535 x 315 mm).
2
Installation by two (2) or more Service Technicians is required because of the weight of the machine.
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C. System Requirements
The minimum requirements for installation of an imageFORMULA DR-G1130/DR-
G1100 Series Scanner are as follows:
• PC with the following minimum specifications:
o CPU: Core i3 2.13GHz or higher
o Memory: 4GB or more
o Hard Disk: 3 GB or more available space
o CD-ROM drive
o Hi-Speed USB 2.0 interface
o Monitor: Resolution of 1024 x 768 (XGA) or better is recommended
• One of the following operating systems:
o Microsoft Windows XP Service Pack 3 or later
o Microsoft Windows XP x64 Edition Service Pack 2 or later
o Microsoft Windows Vista Service Pack 2 or later (32bit/64bit)
o Microsoft Windows 7 Service Pack 1 or later (32bit/64bit)
o Microsoft Windows 8 (32bit/64bit)
D. Software Installation Procedures (End-User)
Install the software from the included setup disk that is required in order to use the
scanner. The software should be installed before connecting the machine to a
computer.
The following steps show an outline of the installation with Microsoft Windows.
• Login using an account with Administrator privileges
• Before installing the software, exit all other applications
• Load the setup disk into the DVD drive of the computer
• The setup menu starts automatically
• Click [Typical Installation]
Refer to the User Manual for complete installation procedures.
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E. Periodic Maintenance
Some parts of the machine must be checked and/or replaced on a periodic basis
by the service technician and/or the end-user to ensure a specific level of machine
performance.
These parts are likely to affect the performance once they fail even in the absence
of external change or damage. Whenever possible, the service technician should
plan their replacement and/or cleaning as scheduled in the below table.
Service Technician Periodic Maintenance (Table 6)
Location/Parts
Every
4,500,000
sheets
Every
6,000,000
sheets
Remarks
Reading Unit
Replace /
Adjust
Replace /
Adjust
Needs adjustments when replacing.
Rollers for document Replace
Bearings also need replacement at the
same time as when the rollers are
replaced.
Inside Clean Clean
Clean these areas at the same times
as the above Periodic Maintenance are
performed.
Feed Path Clean Clean
End-User Periodic Maintenance (Table 7)
Location/Parts
As
Necessary
Other Remarks
Pickup Roller
Clean
Replace
Wipe with a soft cloth that is slightly
moistened with after, then wipe dry.
Approximate life for rollers: 600,000
sheets.
Approximate life for separation front
cover: 6,000,000 sheets
Feed Roller
Retard Roller
Separation Front Cover
Other Rollers
Wipe with a soft cloth that is slightly
moistened with after, then wipe dry.
Reading Glass
Wipe with a dry soft cloth.
Feed Path
Using a blower, remove dust and paper
powder from the pickup area and the
feed path including the sensors.
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F. Special Tools
In addition to the standard tools used to service these devices, the following
special tools should also be carried in each group of five (5) service technicians
when servicing an imageFORMULA DR-G1130/DR-G1100 Series machine.
Special Tools List (Table 8)
Description
Part Number
1
Scale adjustment sheet
TKM-0348
For the scale adjustment (10 sheets/set)
Density adjustment sheet
TKM-0347
For the density adjustment (10 sheets/set)
Test sheet
TKM-0271
For the general image check (10 sheets/set)
1 Item Numbers and Part Numbers are subject to change due to engineering changes, etc.
G. Consumable Parts
Consumable parts are defined as those parts having a limited yield that will be
reached during a customer’s specific machine operation and should be replaced
as needed. Examples of consumable parts may include but are not limited to feed
rollers, separation rollers, etc. The consumable parts provided below show an
estimated yield to assist in the initial parts/supplies planning.
Note: All consumable parts shown in the below table are for reference purposes
only and are subject to change without notice.
Consumable Parts (Table 9)
Description Item Number
1
Expected Life
3
(sheets)
Pickup roller MG1-4806-000
Approximately
450,000
sheets
Feed roller MA3-0002-000
Retard roller MG1-4814-000
Separation cover MF1-4799-000
Approximately
6,000,000
sheets
1 Item Numbers and Part Numbers are subject to change due to engineering changes, etc.
3
Estimated average values in the field, based on the number of sheets separated, not the size of the sheets scanned. Data is subject
to change depending upon many factors including, without limitation, environment, and customer handling of the scanner
equipment.
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H. Recommended Replacement Parts
The Recommended Replacement Parts in the following table are suggested to be
kept in stock by the Dealer, for replacement purposes, in the event of a hardware
failure.
Note: All recommended replacement parts shown in the below table are for
reference purposes only and are subject to change without notice.
Recommended Replacement Parts (Table 10)
Part Name
Part Number
1
Quantity
Remarks
Registration roller lower
MF1-4795-000 1
Because of the worn rollers, it is
necessary to replace them when
a document jams or feed failures
occur after the roller cleaning.
Note:
1) The parts that are marked *1
are used in the parts catalog.
2) Because of the expected life of
electrical conductivity, replace the
bearing at the same time. The
parts numbers are different, but
specifications are the same as the
imageFORMULA DR-9050C.
3) The registration roller upper-
front and reading roller upper are
the same shape, but its color of
gear is different. Registration
roller one is black and the reading
roller is white.
Bearing
MS2-9004-000 2
Platen roller
MA2-8591-000 2
Bearing
MS2-9003-000
4
Reading roller lower
MF1-4597-000
1
Bearing
MS2-9004-000
2
Front U-turn roller (drive)
(ROLLER, U-TURN PRE,
LOWER *1)
MA2-8646-000
1
Bearing
MS2-9004-000
4
Rear U-turn roller (drive)
(ROLLER, U-TURN,
LOWER *1)
MA2-8647-000
1
Bearing
MS2-9004-000 2
Eject roller (drive)
MA2-8733-000 1
Bearing
MS2-9004-000
2
Registration roller upper-
front
MF1-4797-000
1
Bearing
MS2-9003-000
2
Reading roller upper
(ROLLER,
REGISTRATION UPPER
*1)
MF1-4242-000 1
Bearing
MS2-9003-000
2
Front U-turn roller
(follower) (ROLLER,
READING UPPER *1)
MA2-6847-000 1
Bearing
MS2-9003-000
2
Rear U-turn roller
(follower) (ROLLER, U-
TURN, UPPER *1)
MA2-8665-000 2
Bearing
MS2-9003-000
4
Eject roller (follower)
MG1-4801-000
1
Upper reading unit (front)
MG1-8318-000
1
Replace if an image failure occurs.
Lower reading unit (Back)
MG1-8319-000
1
1 Item Numbers and Part Numbers are subject to change due to engineering changes, etc.
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V. Suggested End-User Service Offerings
A. Warranty Support
1. imageFORMULA DR-Scanner Limited Warranty
The imageFORMULA DR-Scanner Limited Warranty period is effective for
90-days after delivery by Canon or its Authorized Servicer to the end-user.
Refer to the Warranty terms and conditions in the Appendix of this Service
Guide for complete details for warranty coverage.
B. Canon Information Technology Systems Technical Support to the End-User
The Canon Information Technology Systems (CITS) Help Desk, at
1-800-828-4040, will take the first call from the customer and provide
comprehensive support as follows:
Answers product related questions.
Assists the end-user with pre-and post-sales inquiries.
Redirects Customer calls to the Service Provider of record. If there is no
Service Provider of record, CITS will:
o Attempt to resolve hardware, software, and operational problems.
o Assist the customer with installation & setup
o If telephone based troubleshooting fails to resolve a problem, CITS will
dispatch a 3rd party service provider.
End-user support is also available via the Canon USA consumer website:
http://consumer.usa.canon.com. The end-user can access print drivers, software
downloads, Frequently Asked Questions (FAQs), register their product, review
promotions, and research products.
C. On-Site Service
The CITS Help Desk will diagnose end-user problems related to the
imageFORMULA DR-G1130/DR-G1100 Series scanner. If telephone based
troubleshooting cannot resolve the problem the CITS Help Desk will redirect
Customer calls to the Service Provider of record to provide on-site service. If there
is no Service Provider of record, CITS will dispatch a 3
rd
party organization to
provide on-site service.
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VI. Post Warranty Support
A. Dealers or Authorized Servicer Offerings
The Authorized Servicer program enables Canon distribution product resellers to
become authorized to service the Canon products they resell. Refer to the
Authorized Servicer Program Guide (found in the Download Center of the e-
Support Center website and on the Systems and Technical Support section of the
ISG Central website) for details to help the Dealer or Authorized Servicer become
familiar with Canon USA’s business processes and the resources that are
available to assist the Dealer or Authorized Servicer. The Dealer or Authorized
Servicer must register through the Authorized Service Provider Customer
Registration (ASCR) system.
Figure 2 (e-Support: Download Center Web Page)
Canon USA’s Systems & Technical Support Division’s Business Relations and
Administration department is available to answer questions regarding this
program. The Business Relations and Administration department can be reached
at 1-516-328-5767. The line is monitored Monday through Friday 9:00 am to 5:00
pm Eastern Time.
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B. Authorized Service Provider Customer Registration System
The Authorized Service Provider Customer Registration (ASCR) system is the
venue used to link the Customer’s product serial number to the Authorized
Servicer. If a customer contacts CITS, and on-site service is required, the
Authorized Servicer who is registered to that customer’s product will be
dispatched. All unregistered units will be serviced by a third party service
company.
The Service Provider must register the Customer’s product serial number to the
Authorized Servicer through the ASCR system to be eligible for warranty
reimbursement.
The ASCR Registration Process
The ASCR System can be accessed through Warranty section of the e-Support
Center website. Select “Click here to enter or manage your ASCR records now!”
to enter each serial number into the system that you intend to provide on-site
service and support. All service dispatches for that product will be emailed to your
dealership.
Figure 3 (e-Support: ASCR Web Page)
During registration of the Customer’s product serial number(s) to your service
organization choose one of two customer support models: the Dispatch by CITS
option to have calls dispatched to your dealership, or the Warranty Marketing
Program option to manage all calls from your customer. Products not registered to
Dispatch by CITS or the Warranty Marketing Program will default to a support
model where a third party service provider is dispatched by CITS. The three
models are described below in more detail:
Note: Do not enter a serial number for any product(s) that you will not be able to
provide service. By entering the customer’s product serial number you agree to be
dispatched by CITS should a registered customer contact CITS and require on-
site service.
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a) Dispatch by CITS
This is available to ASCR registered Customers where the Warranty
Marketing Program option has not been selected.
Help desk support will be managed by CITS with dispatch to the
Service Provider of record.
To obtain reimbursement for service delivered during the end-user
warranty, you must be dispatched by CITS. For this to occur, the end-
user must contact CITS first to 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 $115.00 per incident will 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.
b) Warranty Marketing Program
This is available to ASCR Registered Customers where the Warranty
Marketing Program option has been selected. The Service Provider of
record will handle 100% of all Customer Support. Should the customer
contact CITS, CITS will redirect the call to the Service Provider of
record.
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 described in
Dispatch by CITS. Instead, a flat rate of $25.00 will be issued to the
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 the product.
c) Unregistered Serial Numbers
Help desk support will be managed by CITS with dispatch supported by
a third party service company.
imageFORMULA DR-G1130/DR-G1100 Series Service Guide
imageFORMULA DR-G1130/DR-G1100 Series Service Guide April 2013
Rev. 1 Page 16
C. e-Tag
e-Tag is an electronic limited warranty claim form that is completed on-line,
printed out and accompanied by the original defective part being returned to the
Warranty Control Section for warranty compensation. The e-Tag limited warranty
claim form is in the warranty section of the e-Support Center website at
http://www.support.cusa.canon.com. (Refer to Page 23).
D. On-Line Warranty Credit Inquiry
The On-Line Warranty Credit Inquiry allows your dealership to check, download,
and print details of e-Tag credits (Refer to Page 25).
To acquire access to the On-Line Warranty Credit feature, please contact your
ISG Central Dealer Administrator or your Canon Regional office for assistance.
To check your on-line warranty credits, log onto the ISG Central website at
http://www.isgcentral.cusa.canon.com. Go to the Canon Network Access (CNA)
website Warranty Credit Inquiry Screen to view e-Tag warranty credit information.
E. Post-Warranty Support / CarePAK
If a Customer calls CITS for service after the product warranty has expired, the
customer will be instructed to contact the Dealer or Authorized Servicer registered
to their product under the ASCR Program (if the dealer selected either Dispatch
by CITS or the Warranty Marketing Program).
In addition, a Canon eCarePAK Extended Service Plan is available
for the customer if a Dealer or Reseller is unable to or chooses not to provide
post-warranty service. This eCarePAK can be purchased by the Dealer or
Authorized Servicer from their Distributor.
With the eCarePAK Extended Service Plan, the customer will receive toll-free
telephone support and, if needed, an exchange for their Canon Product.
Note: eCarePAK coverage can be extended for a total of five (5) years of
coverage the machine installation date (This includes the manufactures one-year
warranty).
The eCarePAK Extended One (1) year Service Plan must be purchased during
the product warranty period and goes into effect on the day the original warranty
expires. It does not include extended coverage for any consumables, such as
rollers.
Finally, a dealer or Authorized Service Provider may create a Maintenance
Agreement to provide post-Warranty service and support to their customers
referencing the Suggested Maintenance Agreement rates section of this Service
Guide (Page Error! Bookmark not defined.).
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Canon imageFORMULA DR-G1100 Production Document Scanner User manual

Canon
Brand
Canon
Model
imageFORMULA DR-G1100 Production Document Scanner
Type
User manual
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