Before proceeding, make sure to fill out the Main escalation information requirement.
Gather the primary requirement for supplies issues.
| Requirement and relevance | How to obtain |
|---|
Cartridge part number and date code
The information is important for failure analysis investigation. | End‑user provided |
Starter toner or Aftermarket toner cartridge?
The information is important for failure analysis investigation. | End‑user provided |
Device Statistics pages – should reflect the suspected cartridges
The information is important for failure analysis investigation, especially for YIELD complaints. | End‑user provided |
Menu Settings pages
The information is important for failure analysis investigation, especially for YIELD complaints. | End‑user provided |
Event log
The information is important for failure analysis investigation. | End‑user provided |
Example pages of bad print quality
The information is used 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
LEGACY ID: FA870