Escalation

Service call escalation process | CSC-PSSs | Product Development Contacts

Service call escalation process

The escalation procedure for logging a service call for a head-related problem is as follows:

1. Call your local Response Center:
   • CAM 1-877-788-2727
2. On-duty Response Center staff (RSS1) will attempt to solve the problem by:
   • Checking the TFX Troubleshooting page
   • Checking for any calls against other TFX systems on the search service notification page
   • Consulting with an RSS2 in the Response Center
3. If the RC staff can’t solve the problem, escalate to your CSC-PSS.
4. If they can’t solve the problem, collect the following information (15 minutes or less to complete), and contact your CSC-PSS (they will escalate to Product Development).
   
   

   	What to do	Notes
   1	FedEx a plate sample to head office.	Do this immediately. Send to: FIRSTNAME LASTNAME 4225 Kincaid Street Burnaby, B.C. V5G 4P5 Canada
   2	Record the case number.	Include: Customer name Customer location (city, country)
   3	Record the names of the on-site FSE and the CSC Escalation contact.	CSC-PSS
   4	Record the machine type.	Include: Serial number Firmware version
   5	Record the head type.	Include: Serial number Firmware version
   6	Record the media type.	Include the batch number.
   7	Record a description of the front window and debris nozzle condition, using a visual inspection.	Refer to the lens cleaning procedure normally performed during troubleshooting (see Window Cleaning or Replacement Procedure - ThermoFlex Wide I or Window Cleaning or Replacement Procedure - ThermoFlex Wide II for details).
   8	Include a stroke cal graph.	Obtained during normal troubleshooting procedure. In Splot or Service Shell, run strokecal.spt
   9	Include a getcontr graph.	Obtained during normal troubleshooting procedure. In Splot or Service Shell, run getcontr.spt
   10	Include existing NVS settings.	Obtained during normal troubleshooting procedure. In Splot or Service Shell, run savecfg.spt
   11	Indicate if a debris removal nozzle is installed.	Include any relevant details.
   12	Record the problem history.	Include: problem details work performed parts replaced call duration

If you are authorized to return a head,
follow the correct procedure (Ordering a replacement head). See also Thermal head experts authorized for head replacements.

Note: Once the problem has been solved, share the wealth! Submit details about the problem and solution using the Submit Troubleshooting Info link at the top of this page.

Response Center Contacts

CSC-PSSs/PSMs