Thermal 1/1.7 Head - Escalation

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Escalation

Service call escalation process | RC2s | Regional PSSs | See Also

Service call escalation process

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

Call your local Response Center (US&C 1-877-788-2727).
On-duty Response Center staff (RC2) contact you and attempt to solve the problem by:
- Checking the Thermal 1/1.7 Troubleshooting page
- Checking for any similar Thermal 1.X calls in SAP CRM and/or AskMe
Before escalating to Product Development, you must collect the information in the table below (15 minutes or less to complete).
If the RC2 staff can’t solve the problem, they will escalate to the Product Development Escalation Manager.

If you need to return a head, follow the procedure How to Return a Head.

	What to do	Notes
1	FedEx a plate sample to head office.	Do this immediately. Send to: Kyle Good or Kurt Shelton 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 Regional Escalation contact.	Regional 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 final lens and debris nozzle condition, using a visual inspection.	Refer to the lens cleaning procedure normally performed during troubleshooting (see TH1/1.7 Lens Cleaning Procedure (77-0125A) 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 DHU or 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

RC2 Engineers

Darren Brant	US&C RC2 (Burnaby)	Local 2990	Mobile 604-617-6205
Rick Hsu	US&C RC2 (Burnaby)	Local 2024	Mobile 604-351-0623
Ciprian Nistor	US&C RC2 (Burnaby)	Local 2114	Mobile 604-374-8634

Regional PSSs/PSMs

Note: If you are working in US&C, escalate to the RC2 engineers.

Alexandre Duvieusart	EAMER PSS	Local 8322 2917	Mobile +32.497.51 2917 Direct Line +32.2.352 2917
Andrew Dunn	APR PSS (Hong Kong)		Mobile +852-9091-8755 Direct Line +852 2839-8810
Masaki Ueda	KJP	Direct Line 81-3-5259-9495	Mobile 81-90-4168-4923
Takeshi Hamada	KJP	Direct Line 81-6-6203-6887	Mobile 81-90-5199-6540