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
[SIEBEL DETAILS]
Printer Information
Track Codes and SR Notes
SR Summary and Escalation Description (Under AP or SR Notes)
IMPORTANT!Please utilize this escalation template (depending on the nature of the issue):
[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 RequirementsSelect the topic that most closely resembles your issue and gather all requested information.
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Paper Jams| Requirements | Relevance | How to obtain |
| Paper media specifications | Info used for simulation and analysis
Note: Please specify the Paper Brand, Type, Weight, Size, Grain, etc.
| End user 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 | End user provided |
Environmental Factors | Info used for analysis
Note:Room temperature, humidity, or other conditions can affect printer performance.
| End user provided |
Specifics surrounding error codes; media condition at the time the printer experienced the failure | Info used for analysis | End user provided |
If possible, an image of the jammed paper near the location of the printer jam | Info used for analysis | End user provided |
Previous service actions performed and install dates, if possible | Parts replaced and service notes | End user or support agent provided |
Return to topics
Print Quality Issues| Requirements | Relevance | How to obtain |
Print Quality Pages | Info used for analysis | End user provided |
Original Page or Image being copied
Note:
Include scanned samples of print failure. | Info used for analysis | End user provided |
Menu Settings page | This document contains all the printer settings and running firmware code. | xref_FA877_xref 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. | End user provided |
Paper media specifications | Info used for simulation and analysis
Note:
Please specify the Paper Brand, Type, Weight, Size, Grain, etc. | End user provided |
Copy samples from ADF or Flatbed | Info used for analysis | End user provided |
Previous service actions performed and install dates, if possible | Parts replaced and service notes | End user or supportagent 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. | End user provided |
Lights on the printer that turns on | Info used for analysis | End user provided |
Power outages | Info used for analysis | End user provided |
Use of UPS/Surge protectors | Info used for analysis | End user provided |
Option cards installed or attached | Info used for analysis | End user provided |
Sounds or noises description | Info used for analysis | End user provided |
Beeps and number of beeps | Info used for analysis | End user provided |
Environmental conditions | Info used for analysis | End user provided |
If possible, previous service actions performed and the install dates of any replaced printer components | Parts replaced and service notes | End user 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 | End user provided |
Starter toner or Aftermarket toner cartridge? | Important for failure analysis investigation | End user provided |
Device Statistics Pages – should reflect the suspected cartridges | Important for failure analysis investigation, especially for YIELD complaints | End user provided |
Menu Settings Pages | Important for failure analysis investigation, especially for YIELD complaints | End user provided |
Event Log | Important for failure analysis investigation | End user provided |
Example page(s) of bad print quality | If dealing with print quality complaint | End user provided |
SPECIALIZED REQUIREMENTS:
For Customer Supplies Escalations supported by a Field Service Engineer or Account Manager, please post your concern on the "Supplies Central - Ask an Expert" Yammer feed. Laser supplies Customer Experience Engineers will then respond with additional questions and information to generate a customer escalation.
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: Supplies Customer Experience Engineering 740 W New Circle Rd. Bldg 032/035 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, Type, Weight, Size, Grain, etc. | End user provided |
Specified # of requested sheets; e.g., one Ream (500 Sheets) | Info used for simulation and analysis | End user provided |
Menu Settings page | This document contains all the printer settings and running firmware code | xref_FA877_xref to view the methods used to obtain the printer Menu Settings pages. |
Print Quality pages, if applicable | Info used for analysis | End user 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 received part | Technician/Customer Provided |
Part Label (original and received) | Very important information in sorting parts inventory | Technician/Customer Provided |
Source of FRU | Very important information in sorting parts inventory | Technician Provided |
Return to topics
Error Codes/Messages| Requirements | Relevance | How to obtain |
The complete error code and error message from the printer's Op Panel | Info used for analysis | Technician/Customer Provided |
Secondary crash code | Info used for analysis | Technician/Customer Provided |
Occurrence of the error/message | Info used for analysis | Technician/Customer Provided |
Return to topics
Noise Issues| Requirements | Relevance | How to obtain |
Occurrence of the noise | Info used for analysis | Technician/Customer Provided |
Location/Source of the noise | Info used to determine possible cause | Technician/Customer Provided |
Return to topics
Printer Damage Issues| Requirements | Relevance | How to obtain |
Clear photo of the damage part | Important to identify if damage is repairable or not | Technician/Customer Provided |
Previous service actions performed and the install dates of any replaced printer components | Info used for analysis | End user or support agent provided |
Return to topics
Still Need Help?
Have the following available when calling Lexmark Technical Support;
Printer model(s)
Printer serial number
Toner/imaging unit/waste toner bottle part number and serial number
LEGACY ID: FA870