Thermal 2 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) will contact you and attempt to solve the problem by:
- Checking the Thermal 2 Troubleshooting page
- Checking for any similar Thermal 2 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.

	What to do	Notes
1	FedEx a plate sample to head office.	Do this immediately. Send to: Kyle Good 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 CSE and the RC2 contact.
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 window and debris nozzle condition, using a visual inspection.	Refer to the window cleaning procedure normally performed during troubleshooting (see Thermal 2 Window Cleaning Procedure for details).
8	Include a Beam Balance graph.	Obtained during normal troubleshooting procedure. In Splot or Service Shell, run `BeamBalance.spt`. If Beam Balance does not run correctly, run `bbsprofile.spt` instead.
9	Include a ContvBP graph.	Obtained during normal troubleshooting procedure. In Splot or Service Shell, run `contvBP.spt`
10	Include a BPD Noise graph.	Obtained during normal troubleshooting procedure. In Splot or Service Shell, run `BPDNoise.spt`.
11	Include existing NVS settings.	Obtained during normal troubleshooting procedure. In Splot or Service Shell, run `NVSDump.spt`
12	Indicate if a debris removal nozzle is installed.	Inlcude any relevant details, such as date of last cleaning.
13	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
Atsushi Fukuda	Japan PSS (Tokyo)		Mobile 81.90.7804.9729 Direct Line 81.6.6203.6887
Hisashi Yoneyama	Japan PSS (Tokyo)		Mobile 81.90.8030.2092 Direct Line 81.3.5259.9419