Canon imageCLASS LBP6780dn User manual

S
Se er rv vi ic ce e G Gu ui id de e
For Authorized Servicers

imageCLASS LBP6780dn Service Guide
imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013
Page ii
Published by
Canon U.S.A., Inc.
One Canon Park
Melville, NY 11747-3336
1-800-OK-CANON
servicep[email protected]
Canon U.S.A. Homepage: http://www.usa.canon.com
Canon U.S.A. e-Support Center Web site:http://www.support.cusa.canon.com
Canon U.S.A. ISG Central Web site:http://www.isgcentral.cusa.canon.com
Canon Network Access (CNA) Web site:http://www.cna.cusa.canon.com
Distributed in the United States by Canon U.S.A., Inc.
IMPORTANT
THIS SERVICE GUIDE INCLUDES THE INFORMATION RELATING TO THE imageCLASS LBP6780dn.
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.
ALL PRICES LISTED ARE SUBJECT TO CHANGE WITHOUT NOTICE.
PART NUMBERS LISTED MAY BE CHANGED WITHOUT NOTICE TO REFLECT ENGINEERING REVISIONS.
REVISION HISTORY
Revision Date Section(s) Details
— January 2013 All Release of the imageCLASS LBP6780dn Service Guide

imageCLASS LBP6780dn Service Guide
imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013
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COPYRIGHTS AND TRADEMARKS
This Service Guide is the property of Canon U.S.A., Inc.
© Canon U.S.A., Inc. 2013. All rights reserved.
Canon, imageCLASS, 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.
LEGAL NOTICES
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 Web sites
noted above. Please make certain that you are using the latest version. Specimens of Web pages included herein
are for illustration purposes only.
DISCLAIMER
NEITHER CANON NOR ITS SUPPLIERS NOR ANY AUTHORIZED SERVICE PROVIDER SHALL BE LIABLE FOR
PERSONAL INJURY OR PROPERTY DAMAGE (UNLESS CAUSED SOLELY AND DIRECTLY BY THE
NEGLIGENCE OF CANON OR ANY AUTHORIZED SERVICE PROVIDER), LOSS OF REVENUE OR PROFIT,
FAILURE TO REALIZE SAVINGS OR OTHER BENEFITS, EXPENDITURES FOR SUBSTITUTE EQUIPMENT OR
SERVICES, LOSS OR CORRUPTION OF DATA, INCLUDING, WITHOUT LIMITATION, DATA STORED ON THE
PRODUCT’S OPTIONAL HARD DISK DRIVE, STORAGE CHARGES OR OTHER SPECIAL, INCIDENTAL OR
CONSEQUENTIAL DAMAGES CAUSED BY THE USE, MISUSE OR INABILITY TO USE THE PRODUCT,
REGARDLESS OF THE LEGAL THEORY ON WHICH THE CLAIM IS BASED AND EVEN IF CANON OR ITS
SUPPLIERS OR ANY AUTHORIZED SERVICE PROVIDER HAS BEEN ADVISED OF THE POSSIBILITY OF
SUCH DAMAGES. NOR SHALL RECOVERY OF ANY KIND AGAINST CANON OR ITS SUPPLIERS OR ANY
AUTHORIZED SERVICE PROVIDER BE GREATER IN AMOUNT THAN THE PURCHASE PRICE OF THE
PRODUCT CAUSING THE ALLEGED DAMAGE. WITHOUT LIMITING THE FOREGOING, THE PURCHASER
ASSUMES ALL RISKS AND LIABILITY FOR LOSS, DAMAGE OR INJURY TO PERSONS AND THE PROPERTY
OF THE PURCHASER OR OTHERS ARISING OUT OF THE POSSESSION, USE, MISUSE, OR INABILITY TO
USE THE PRODUCT NOT CAUSED SOLELY AND DIRECTLY BY THE NEGLIGENCE OF CANON OR ANY
AUTHORIZED SERVICE PROVIDER.

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Contents
I. Product Overview-------------------------------------------------------------------------------------------1
II. Product Configuration and Box Contents ----------------------------------------------------------2
A. Configuration ------------------------------------------------------------------------------------------------------- 2
B. Box Contents ------------------------------------------------------------------------------------------------------- 3
C. Hardware Accessory---------------------------------------------------------------------------------------------- 3
1. Paper Feeder Unit PF-45 ------------------------------------------------------------------------------------ 3
III. Service Authorization--------------------------------------------------------------------------------------3
IV. Educational Training---------------------------------------------------------------------------------------3
A. Training Program Overview------------------------------------------------------------------------------------ 3
B. Certification --------------------------------------------------------------------------------------------------------- 4
C. Who Should Complete------------------------------------------------------------------------------------------- 4
D. Prerequisites-------------------------------------------------------------------------------------------------------- 4
E. Course Format------------------------------------------------------------------------------------------------------ 4
F. Course Equipment ------------------------------------------------------------------------------------------------ 5
V. Servicing Notes----------------------------------------------------------------------------------------------5
A. Power and Plug Requirements-------------------------------------------------------------------------------- 5
B. Installation Space Requirements----------------------------------------------------------------------------- 6
C. Estimated Installation Time ------------------------------------------------------------------------------------ 7
D. Service Support Tools ------------------------------------------------------------------------------------------- 8
E. Cleaning -------------------------------------------------------------------------------------------------------------- 9
F. Consumables ------------------------------------------------------------------------------------------------------10
G. Consumable Parts------------------------------------------------------------------------------------------------10
H. Periodic Replacement Parts-----------------------------------------------------------------------------------10
I. Firmware Upgrade------------------------------------------------------------------------------------------------11
J. Computer Requirements for Downloading Firmware-------------------------------------------------11
VI. End-User Customer Service Offerings------------------------------------------------------------- 12
A. Monthly Print Volume -------------------------------------------------------------------------------------------12
B. Limited Warranty Support -------------------------------------------------------------------------------------12
C. Technical Support for the End-User------------------------------------------------------------------------13
1. Carry-In Service-----------------------------------------------------------------------------------------------13
2. Exchange Service --------------------------------------------------------------------------------------------14
3. Internet Support -----------------------------------------------------------------------------------------------15
D. Post-Warranty Support -----------------------------------------------------------------------------------------16
1. CarePAK Extended Service Plans------------------------------------------------------------------------16
2. Time and Material Service----------------------------------------------------------------------------------18
VII. Authorized Servicer Program------------------------------------------------------------------------- 19
A. Authorized Servicer Customer Registration System--------------------------------------------------19
B. ASCR Registration Process-----------------------------------------------------------------------------------20
C. Replacement Inventory-----------------------------------------------------------------------------------------20
D. Optional On-Site Service---------------------------------------------------------------------------------------20
VIII. Authorized Servicer Support Offerings------------------------------------------------------------ 21
A. Authorized Servicer Support----------------------------------------------------------------------------------21
B. Internet Support---------------------------------------------------------------------------------------------------21
1. Canon USA’s e-Support Center Web Site--------------------------------------------------------------21
2. Canon USA’s ISG Central Web Site ---------------------------------------------------------------------23
C. Call Escalation Procedure -------------------------------------------------------------------------------------25

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IX. Warranty Procedures------------------------------------------------------------------------------------ 26
A. e-Tag------------------------------------------------------------------------------------------------------------------26
B. Online Limited Warranty Credit Inquiry -------------------------------------------------------------------28
C. Warranty Reimbursement Program-------------------------------------------------------------------------29
1. Dispatch by CITS ---------------------------------------------------------------------------------------------29
2. Warranty Marketing Program ------------------------------------------------------------------------------30
X. Parts Support ---------------------------------------------------------------------------------------------- 31
A. Parts and Service Material Orders --------------------------------------------------------------------------31
1. Canon Network Access -------------------------------------------------------------------------------------31
2. Parts Order Desk ---------------------------------------------------------------------------------------------32
B. Parts Order Entry-------------------------------------------------------------------------------------------------33
1. Regular Orders------------------------------------------------------------------------------------------------33
2. Rush Orders ---------------------------------------------------------------------------------------------------33
C. Parts Information/Parts Price List Download------------------------------------------------------------33
D. Parts Discontinuation Schedule Information------------------------------------------------------------33
E. Order/Invoice Inquiry--------------------------------------------------------------------------------------------34
F. Parts Return Process--------------------------------------------------------------------------------------------34
XI. Appendix----------------------------------------------------------------------------------------------------- 35
A. Specifications------------------------------------------------------------------------------------------------------35
B. Warranty-------------------------------------------------------------------------------------------------------------38
1. imageCLASS LBP6780dn Exchange/Carry-In Limited Warranty----------------------------------38
2. Canon Toner Cartridge Limited Warranty---------------------------------------------------------------39
C. List of Tables-------------------------------------------------------------------------------------------------------40
D. List of Figures -----------------------------------------------------------------------------------------------------40

imageCLASS LBP6780dn Service Guide for Authorized Servicers January 2013
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I. Product Overview
The Canon imageCLASS LBP6780dn is a compact, B&W (Black-and-White)
laser printer. This model also brings the following capabilities to users in a small
office or home office environment:
•Prints one-sided pages in speeds of up to 42 ppm (pages-per-minute) using
LTR (letter-sized) paper.
•Standard front-loading paper cassette with a capacity of up to 500 sheets and
a multi-purpose tray with a capacity of up to 100 sheets (LTR, 20 lb bond
(80 g/m2)). There are also two optional paper cassettes with a capacity of up
to 500 sheets each available.
•Duplex printing capabilities.
•Quick first print time of approximately 9 seconds.
•Includes a USB 2.0 high-speed port for printing from USB memory.1
•Meets the ENERGY STAR guidelines for energy efficiency. Approximately
0.9 W of energy is used in the Energy Saver mode.
•Standard UFR II printing.
•Built-in network connectivity that supports network printing.
•Includes Print modes such as, Poster, Booklet, Watermark, and Toner Saver.
•A Mobile Printing app is available.2
1 Requires the Windows 7, Vista, XP/2000, or Mac OS X operating system.
2 Requires the Canon Mobile Printing app, which is available for free from Apple’s App Store. Compatible with the iPhone 5, 4S,
4, the new iPad, iPad 2, and the original iPad running OS 5.1 to 6.0.

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II. Product Configuration and Box Contents
A. Configuration
Note: All configurations shown are for reference purposes only, and are
subject to change without notice. Please refer to the Price List in the CNA
(Canon Network Access) Web site www.cna.cusa.canon.com for the most
up-to-date item numbers.
Table 1 - Configuration
Item Item Number
3
imageCLASS LBP6780dn
imageCLASS LBP6780dn 6469B006AA
Supplies and Consumables
Cartridge 324 II Hi-Capacity (Yields approximately 12,500 pages (LTR)) 3482B013AA
Accessory Option
Paper Feeder Unit PF-45 (500 Sheet Cassette Pedestal) 4098B001AA
Service Materials and Parts Catalog
imageCLASS LBP6780dn Service Manual Available for
download from the
e-Support Center
Web site
imageCLASS LBP6780dn Parts Catalog
eCarePAK
imageCLASS LBP6780dn
(Virtual CarePAK, 2 Year Exchange/Carry-In)46521A110AA
imageCLASS LBP6780dn
(eCarePAK, 2 Year Exchange/Carry-In)55707B036AA
3 Item numbers and part numbers are subject to change without notice.
4 Available for purchase through Canon U.S.A., Inc.’s consumer Web site: www.estore.usa.canon.com.
5 Available for purchase through an Authorized Canon Reseller or Distributor. For more information, see “eCarePAK
Extended Service Plan,” on p. 17.

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B. Box Contents
Note: The box contents shown below are for reference purposes only, and
are subject to change without notice.
•
imageCLASS LBP6780dn
•
Starter Cartridge 324 Black
•
Setup Instructions
•
User Manuals (Book)
•Power Cord
•User Software CD-ROM
•
Registration Card
•
Limited Warranty Notice
C. Hardware Accessory
The functionality of the imageCLASS LBP6780 can be expanded by installing
the following hardware and system-related optional accessories.
1. Paper Feeder Unit PF-45
•Holds up to 500 sheets (20 lb bond (80 g/m2)).
•Maximum paper size: LGL (8 1/2” x 14”)
•Up to two can be added to the imageCLASS LBP6780
III. Service Authorization
To obtain and maintain authorization to service the imageCLASS LBP6780dn,
each dealer location must have at least two (2) employees certified to service the
machine.
IV. Educational Training
A. Training Program Overview
Technicians who successfully complete the imageRUNNER LBP3580 and
imageCLASS LBP6780dn Overview (Course Code: 18ICIRLBP67800O) CBT
(Computer Based Training) course and pass the imageRUNNER LBP3580
and imageCLASS LBP6780dn Overview assessment test, are authorized to
service and support the imageCLASS LBP6780dn.
The imageCLASS LBP6780dn service training material is available via the
Download Center section of the e-Support Center Web site, and includes the
CBT Program, Service Manuals, and Parts Catalogs.

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B. Certification
It is required that technicians successfully complete the imageRUNNER
LBP3580 and imageCLASS LBP6780dn Overview (Course Code:
18ICIRLBP67800O) CBT, and pass the imageRUNNER LBP3580 and
imageCLASS LBP6780dn Overview assessment test to receive certification
to service the machines.
The imageRUNNER LBP3580 and imageCLASS LBP6780dn Overview
assessment test is available on e-Support. To access the assessment test:
1. Log on to the e-Support Center Web site.
2. Click “Training.”
3. Click “Learning Management System.”
4. Scroll down to the Catalog search.
5. Click “imageCLASS.”
6. Click “Register” for the imageRUNNER LBP3580 and imageCLASS
LBP6780dn Overview.
7. Click “Submit.”
8. Click “Start” to begin the assessment.
C. Who Should Complete
Any technicians responsible for servicing or supporting the imageCLASS
LBP6780dn machine must successfully complete the imageRUNNER
LBP3580 and imageCLASS LBP6780dn Overview CBT, and pass the
imageRUNNER LBP3580 and imageCLASS LBP6780dn Overview
assessment test.
D. Prerequisites
There are no prerequisites for this training course. It is highly recommended
that the technician have:
•Prior experience with Canon imageCLASS LBP devices
•Experience with taking eLearning courses
•Familiarity with common hand tools to dissemble and service Canon
devices
E. Course Format
The imageRUNNER LBP3580 and imageCLASS LBP6780dn Overview
(Course Code: 18ICIRLBP67800O) CBT course is a self-paced course. The
material provided includes:
•Printed version of the course for reference
•Service Manual
•Quick Setup Guide
•e-Manual User Guide
It takes approximately 2.0 hours to complete this course successfully.

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F. Course Equipment
•Windows workstation with audio and access to the Training section of the
e-Support Center Web site
•Flash-enabled Web browser (preferably Microsoft Internet Explorer)
It is necessary to enable file downloads in Internet Explorer to download the
documents supplied within the course. Internet Explorer 8 disables the file
download option by default. To enable Internet Explorer 8 to download files,
perform the following steps:
1. Open Internet Explorer, click “Tools.”
2. Click “Internet Options.”
3. Click “Security.”
4. Click “Custom level.”
5. Scroll down to the Downloads section, and click “Enable” under
<Automatic prompting for file downloads> and under <File download>.
6. Click “OK” to close all the dialog boxes.
7. Close and reopen Internet Explorer. You should now be able to download
the learning resources contained within the course.
V. Servicing Notes
A. Power and Plug Requirements
The imageCLASS LBP6780dn device requires a NEMA 5-15 receptacle for
proper operation. Before installation, confirm that a proper NEMA receptacle
is available for this device. It is not necessary to have a dedicated line.
Table 2 - Power and Plug Requirements
NEMA 5-15 Receptacle

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B. Installation Space Requirements
The approximate installation space requirements for the imageCLASS
LBP6780dn are shown below. Always ensure that there is enough space for
the service and operation of the device.
Keep the back and sides of the machine at least 4” (100 mm) away from a
wall for the proper servicing of the equipment.
Table 3 - Installation Space Requirements
Width and Depth Requirements
Height Requirements
(With the Optional Paper Feeder Units PF-45 Installed)

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C. Estimated Installation Time
The table below indicates the estimated length of time needed to unpack and
install the machine and optional accessories. The estimated installation times
are based on one (1) experienced technician or end-user.
Table 4 - Estimated Installation Times
Description Estimated Time
imageCLASS LBP6780dn 5 minutes
Paper Feeder Unit PF-45 1 minute

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D. Service Support Tools
The tools listed in the table below are necessary for the proper service of the
machine. For more information on the tools below, see the imageCLASS
LBP6780dn Service Manual.
Table 5 - Installation Tools
Tool Name
Part Number3
Usage/Remarks
Tool Case TKN-0001 —
Jumper Wire TKN-0069 With clip.
Gap Gauge CK-0057 0.02 mm to 0.03 mm
Spring Scale CK-0058
Used to check the paper cassette’s spring
pressure.
Philips Screwdriver
CK-0101 M4, M5 length: 363 mm
CK-0104 M3, M4 length: 155 mm
CK-0105 M4, M5 length: 191 mm
CK-0106 M4, M5 length: 85 mm
Flat-Blade Screwdriver CK-0111 —
Precision Slot Head
Screwdriver
CK-0114 Six-piece set
Hex-Key Wrench Set CK-0151 Five-piece set
Smooth File CK-0161 —
Hex Screwdriver CK-0170 M4, length: 107 mm
Nipper CK-0201 —
Long-Nose Pliers CK-0202 —
Pliers CK-0203 —
Stop-Ring Pliers CK-0205 For shaft ring.
Crimping Tool CK-0218 —
Tweezers CK-0302 —
Scale CK-0303 150 mm for measurement
Plastic Hammer CK-0314 —
Brush CK-0315 —
Penlight CK-0327 —
Plastic Bottle CK-0328 —
Lint-Free Cloth CK-0336 500 SH/PKG
Oiler CK-0349 30 cc
Plastic Bottle CK-0351 30 cc
Digital Multimeter FY9-2002 —
3 Item numbers and part numbers are subject to change without notice.

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The special tools in the table below should also be carried to ensure the
imageCLASS LBP6780dn is serviced properly. For more information on the
special tools, solvents, and oils below, see the imageCLASS LBP6780dn
Service Manual.
Table 6 - Special Tools, Solvents, and Oils
Type
Part Number3
Usage/Remarks
Ethyl Alcohol None (Purchase locally)
•For cleaning metal parts, grease, and toner
•
Keep away from flammable materials.
Lubricant HY9-0007 •Apply to gears.
•Molykote EM-50L is made by the Dow Corning
Corporation.
Grease CK-8003 •Apply between gear and shaft.
•Shell Tellus 68 is made by Showa Shell Sekiyu
Kabushiki Kaisha.
3 Item numbers and part numbers are subject to change without notice.
E. Cleaning
The parts in the table below require cleaning during a service visit. Follow the
procedure listed in the table to clean the corresponding part of the machine.
A diagram of the inside of the machine with the location of the parts in the
table below is provided in the imageCLASS LBP6780dn Service Manual.
Table 7 - Parts That Require Cleaning
Part
Cleaning Procedure
Multipurpose Pickup
Roller
Clean with a dry, lint-free cloth.
Multipurpose
Separation Pad
Cassette Pickup Roller
Cassette Separation
Pad
PF Pickup Roller
PF Separation Pad
Registration Roller
Media Feed Guide Unit
Transfer Guide Unit Clean with a soft and dry flannel cloth.
Fixing Inlet Guide Clean with an alcohol-dampened flannel cloth.
Transfer Roller
It is recommended that you:
•Do not clean the transfer roller, unless it is absolutely necessary.
•Do not touch the transfer roller.
•Take care not to let oil from your hands come into contact with
the transfer roller.
If you have to clean the transfer roller, clean it with a dry, lint-free cloth.

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F. Consumables
Consumables are all products and materials that are consumed with regular
use and cannot be reused. Such consumables include but are not limited to
paper and toner.
A number of factors are considered to determine the approximate yield
expectancy of a consumable item, including paper size and the amount of
coverage per page.
Note: All consumables shown in the table below are estimates for reference
purposes only, and are subject to change without notice.
Table 8 - Main Unit Consumables List
Description Part
Number3Quantity Estimated Life (copies/prints)6Remarks
Cartridge 324 II
Hi-Capacity 3482B013AA 1 12,500 Based on the ISO/IEC Standard.
3 Item numbers and part numbers are subject to change without notice.
G. Consumable Parts
Consumable parts are parts that have a limited life, which will be reached
during a customer’s specific machine operation, and should then be replaced
as needed by a service technician.
The imageCLASS LBP6780dn does not have any consumable parts.
H. Periodic Replacement Parts
The imageCLASS LBP6780dn does not have parts that require periodic
replacement.
6 Value is based on LTR paper with the factory default print density setting.

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I. Firmware Upgrade
Firmware can be downloaded by the end-user or service technician via a
USB cable or a wired network that is connected to a computer. Firmware is
available for download on Canon U.S.A., Inc.’s (hereinafter referred to as
Canon USA) public Web site
(http://www.usa.canon.com/cusa/support/consumer/). When servicing the
machine, make sure to go to Canon USA’s public Web site, and download
the most recent firmware.
Note:
•A computer and the most recent UST (User Support Tool) file are required
to install upgraded firmware.
•The UST and firmware are included in the firmware package download from
Canon USA’s public Web site.
J. Computer Requirements for Downloading Firmware
The recommended desktop PC or laptop requirements7to download the
firmware are:
•CPU: Celeron 400 MHz or higher (32-bit processor only)
•Memory: 32 MB of RAM or more
•Free HDD Capacity: 100 MB or more of available hard disk space
•High-Speed USB 2.0 (recommended) or 1.1
•Display: 640 x 480 resolution or better, 256 colors or more
•Operating System (any of the following):
-Microsoft Windows 2000 Server/Professional
-Microsoft Windows XP Professional or Home Edition
-Microsoft Windows Server 2003
-Microsoft Windows Vista
-Microsoft Windows 7
-Microsoft Windows Server 2008
-Mac OS X 10.3 or later
•Necessary Cables: High-Speed USB 2.0-compliant cable (as short as
possible to avoid connection problems).
Note: Do not use extension cables.
7 Specifications are subject to change without notice.

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VI. End-User Customer Service Offerings
A. Monthly Print Volume
The optimum performance range is the volume range that the equipment is
intended to run on a regular basis to maintain a high-level of performance
and print quality.
The maximum print monthly volume is the maximum number of pages the
machine can produce within a one (1) month period (based on LTR paper). It
is recommended not to use the device to produce the maximum number of
pages, or a greater volume, on a consistent monthly basis.
Table 9 - Monthly Print Volume
Model Optimum Performance
Range Maximum Monthly Copy/Print Volume
imageCLASS LBP6780dn 1,000 to 4,000 prints Up to 100,000 prints
B. Limited Warranty Support
The Canon imageCLASS LBP6780dn Limited Warranty is effective for a
period of one (1) year following the delivery of the machine to the original
purchaser. Carry-In Service and Exchange Service are included.
The Canon Toner Cartridge Limited Warranty is effective for a period of
fifteen (15) days from the date of the original purchase.
There is no warranty on any consumables, such as paper.
For detailed warranty information, refer to the Limited Warranty cards located
in the Appendix.

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C. Technical Support for the End-User
The first technical support call from the end-user is handled by CITS (Canon
Information Technology Services). The CITS help desk, at 1-800-OK-CANON
(1-800-652-2666), is available Monday through Friday, 8 A.M. to 8 P.M. EST
(Eastern Standard Time), except for holidays. The CITS help desk provides
the following support:
•Answers product related questions.
•Assists the end-user with pre- and post-sales inquires.
•Redirects end-user calls to the Authorized Servicer of record. If there is no
Authorized Servicer of record, the CITS help desk will:
-Attempt to resolve hardware, software, and operational problems.
-Assist the customer with installation and setup.
•If telephone-based troubleshooting fails to resolve a problem, CITS either
provides the end-user with the contact information of the nearest
third-party service provider for Carry-In Service, or processes an
Exchange Service.
Note:
•The CITS help desk times may change without notice.
•The CITS help desk only diagnoses problems with your machine.
1. Carry-In Service
Carry-In Service provides the end-user with an Authorized Servicer of
record where they can carry in the defective product and have it repaired.
CITS will refer the end-user to the Authorized Servicer of record. The
Authorized Servicer will diagnose any problems with the machine, and if
required, provide Carry-In Service.
If there is no Authorized Servicer of record, the CITS help desk will
diagnose any problems with the machine over the telephone. If
telephone-based troubleshooting fails to resolve the problem, the CITS
help desk will provide the end-user with the contact information of the
nearest third-party service provider location that can provide Carry-In
Service.
The end-user needs to contact the third-party service provider to schedule
a repair.

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2. Exchange Service
The Exchange Service option enables Canon USA to ship the end-user a
replacement product for the defective product.
CITS will help the end-user over the telephone to diagnose any problems
with the machine first. If telephone-based troubleshooting fails to resolve
the problem, and Exchange Service is requested, the CITS help desk
issues the end-user a Return Authorization Number.
The end-user must provide the CITS help desk with the following
information:
•Product serial number
•A ship to location for the replacement product
Canon USA will ship a replacement product to the end-user by the next
business day (two (2) business days Exchange Service for Alaska and
Hawaii), provided the request is made prior to 4 P.M. EST, Monday
through Friday, except for holidays.
The replacement product includes a prepaid shipping label for the return
shipment of the defective product back to Canon USA. The end-user must
ship the defective product within ten (10) days of receipt of the
replacement product.
IMPORTANT: Exchange Service is not available to ASCR (Authorized
Servicer Customer Registration) registered customers. See “Authorized
Servicer Customer Registration System,” on p. 19.

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3. Internet Support
End-user support is also available via the Canon USA consumer Web
site: http://consumer.usa.canon.com. The end-user can access print
drivers, software downloads, FAQs (Frequently Asked Questions), register
their product, review promotions, and research products. Information for
technical support by telephone, e-mail, and third-party service provider
locations is also available on the consumer Web site.
Figure 1 - Canon USA’s Consumer Web Site