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Output | Software Solutions | Proofing | Color, Screening and Calibration | Scanning | Digital Photography | Consumables | POS
Service call escalation process | RC RSS2s | Regional PSSs | See Also
The escalation procedure for logging a service call for a head-related problem is as follows:
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: Kurt Shelton 4225 Kincaid Street Burnaby, B.C. V5G 4P5 Canada |
| 2 | Record the case number. | Include:
|
| 3 | Record the names of the on-site FSE and the Regional Escalation contact. | Regional PSS (see the table below) |
| 4 | Record the machine type. | Include:
|
| 5 | Record the head type. | Include:
|
| 6 | Record the media type. | Include the batch number. |
| 7 | Indicate if a debris removal nozzle is installed and record a description of the final window and debris nozzle condition, using a visual inspection. | Include any relevant details, such as date of last cleaning. Refer to the window cleaning procedure normally performed during troubleshooting (for details see Cleaning the Thermal 3 Final Lens and Debris Removal Nozzle). |
| 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 | Record the problem history. | Include:
|
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.
See also Thermal head experts authorized for head replacements.
| 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 |
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) | Direct Line +852 2839-8810 | Mobile +852-9091-8755 |
| 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 |