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Information Required to Escalate Hardware Issues

Document ID:FA870
 
07/16/13 Properties  

Problem

Escalation checklist; Needed info before escalating; Escal requirements;

Solution

Overview


Collect or capture all information below before opening an escalation item.

IMPORTANT! You should utilize all available technical support resources before electing to escalate issues.

 

Step 1: Gather mandatory information below for ALL escalations
 

  • [CUSTOMER INFORMATION] 

    • Customer Name
    • Phone Number
    • Email Address
    • Account Name
    • Account Address


IMPORTANT! Please utilize this escalation template

  • [SETUP or ENVIRONMENT] to include:

    • Is this an MPS account?
    • Customer Industry; e.g., Banking, Education, Healthcare, Insurance, Manufacturing, Retail, Communications, etc.
    • Lexmark Device Machine Type/Model, Serial Number, TLI, and Region (if dealing with supplies issue)
    • Number of affected devices
    • New roll out or new installation?
    • In what environment are the devices installed? E.g., climate-controlled office, warehouse, etc.
    • If dealing with supplies or print quality issues, what does the customer typically print? E.g., pictures, office documents, signage, etc.
       
  • [PROBLEM DESCRIPTION]

    • Please describe the defect/symptom the customer is experiencing.
    • Issue frequency
    • Readily repeatable or random issue
       
  • [STEPS TO REPRODUCE]
     
  • [ACTUAL BEHAVIOR]
     
  • [EXPECTED BEHAVIOR]

     

Step 2: Capture Escalation Requirements


Select the topic that most closely resembles your issue and gather all requested information.

Return to main Escalation Checklists page
 


 

Paper Jams
 

Requirements Relevance How to obtain
Paper media specifications

Info used for simulation and analysis

Note: Please specify the Paper Brand, TypeWeightSize, Grain, etc.

Enduser provided

Menu Settings page

This document contains all the printer settings and running firmware code.

Click here to view the methods used to obtain the printer Menu Settings pages.

Printer Error codes and secondary error codes/Event Logs

Info used for analysis

Enduser provided

Environmental Factors

Info used for analysis

Note: Room temperature, humidity,  or other conditions can affect printer performance.

Enduser provided

Specifics surrounding error codes; media condition at the time the printer experienced the failure

Info used for analysis

Enduser provided

If possible, an image of the jammed paper near the location of the printer jam

Info used for analysis

Enduser provided

Previous service actions performed and install dates, if possible

Parts replaced and service notes

Enduser or support agent provided

 

Return to topics


Print Quality Issues
 

Requirements Relevance How to obtain

Print Quality Pages

Info used for analysis

Enduser provided

Original Page or Image being copied

Note: Include scanned samples of print failure.

Info used for analysis

Enduser provided

Menu Settings page

This document contains all the printer settings and running firmware code.

Click here to view the methods used to obtain the printer Menu Settings pages.

Supplies information

Cart Part Numbers, Date Codes, and Cart Chip Color are all important for diagnosis and analysis.

Enduser provided

Paper media specifications

Info used for simulation and analysis

Note: Please specify the Paper Brand, TypeWeightSize, Grain, etc.

Enduser provided

Copy samples from ADF or Flatbed

Info used for analysis

Enduser provided

Previous service actions performed and install dates, if possible

Parts replaced and service notes

Enduser or support agent provided

 

Return to topics


No Power Issues
 

Requirements Relevance How to obtain

Power cable topology

An exact description of the printer power connection used for diagnosis.

Enduser provided

Lights on the printer that turns on

Info used for analysis

Enduser provided

Power outages

Info used for analysis

Enduser provided

Use of UPS/Surge protectors

Info used for analysis

Enduser provided

Option cards installed or attached

Info used for analysis

Enduser provided

Sounds or noises description

Info used for analysis

Enduser provided

Beeps and number of beeps

Info used for analysis

Enduser provided

Environmental conditions

Info used for analysis

Enduser provided

If possible, previous service actions performed and the install dates of any replaced printer components

Parts replaced and service notes

Enduser or support agent provided

 

Return to topics


Supplies Issues
 

 

Requirements Relevance How to obtain

Cartridge Part Number and
Date Code

Important for failure analysis investigation

Enduser provided

Starter toner or Aftermarket toner cartridge?

Important for failure analysis investigation

Enduser provided

Device Statistics Pages – should reflect the suspected cartridges

Important for failure analysis investigation, especially for YIELD complaints

Enduser provided

Menu Settings Pages

Important for failure analysis investigation, especially for YIELD complaints

Enduser provided

Event Log

Important for failure analysis investigation

Enduser provided

Example page(s) of bad print quality

If dealing with print quality complaint

Enduser provided

SPECIALIZED REQUIREMENTS:

  • For a recurring issue with multiple cartridges, return IMAGING UNIT.
  • For LEAKING complaints / picture of leaks, send cartridge AND imaging unit.
  • In case the Supplies Engineering team requires the suspect cartridge(s), samples can be shipped to the following address:

    • For EMEA Region customers – Budapest office:

      Lexmark International Technology Hungaria Kft.
      1095 Budapest
      Lechner Ödön fasor 8.
      Millennium Tower III. 2. floor
      Hungary
      Attn: Customer Experience
       
    • For customers on ANY other regions – Lexington Office:

      Lexmark International
      Attn: Rodney Sproul (for Mono Products) / Kris Watson (for Color Products)
      740 W New Circle Rd. Bldg 006 Dock
      TSC Laser Supplies Analysis
      Lexington, Ky. 40550

 

Return to topics


Media Issues
 

Requirements Relevance How to obtain
Media Samples

Info used for simulation and analysis

Mailed directly Call Center or Country Specialist
Paper media specifications

Info used for simulation and analysis

Note: Please specify the Paper Brand, TypeWeightSize, Grain, etc.

Enduser provided

Specified # of requested sheets; e.g., one Ream (500 Sheets)

Info used for simulation and analysis

Enduser provided

Menu Settings page

This document contains all the printer settings and running firmware code.

Click here to view the methods used to obtain the printer Menu Settings pages.

Print Quality pages, if applicable

Info used for analysis

Enduser provided

 

Return to topics


Replacement Parts Issues
 

Requirements Relevance How to obtain

Photo of original part

Important in order to show comparison with the received part

Technician/Customer Provided

Photo of the received part

Important in order to show comparison with the original part

Technician/Customer Provided

Part Label (original and received)

Very important information in sorting parts inventory

Technician/Customer Provided

 

Return to topics


Additional information


If you have any questions or encounter problems when collecting the data required above, please contact your next level of support or Lexmark Technical Support for any additional suggestions.

Additional information may be requested by the support agent.

 



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