Canon Card Printer Service Plan & Extended Coverage

As an authorized reseller for Canon, ADVANTIDGE provides added value to the manufacturer warranty with 20+ years of expertise in the security identification industry. Canon card printers sold by ADVANTIDGE come with a two year warranty that includes unlimited telephone troubleshooting via a toll free number plus onsite service by a factory trained technician for any technical issues that cannot be resolved over the phone.

If issues cannot be resolved remotely, a technician will be dispatched for onsite service after parts are ordered from Canon and shipped to the end user at no additional cost to the customer. The technician will handle coordination of parts, installation and performance testing to confirm the repair is complete. In the event that technician cannot repair the printer onsite during the warranty period, a replacement printer will be sent out.

Prior to expiration of the standard warranty above, the customer has the option to extend this coverage with a Canon eCarePAK Extended Service Plan. The eCarePAK provides the same coverage as the original warranty and is available in one, two or three years of additional coverage. Upon expiration of the standard warranty or extended coverage of the eCarePAK, the only support option is to open a non warranty service ticket.

Service Requests

• There is no limit on the number of tech support requests that can be requested during the Warranty period. 
• Remote troubleshooting will be utilized to diagnose any issues. An onsite technician will then use any necessary parts to repair the printer and then test it to confirm it works. The onsite service includes parts, labor, and installation.
• There is no maximum time a tech can be onsite. If the tech is unable to complete the repair in one visit, they will schedule a second visit.
• If the tech is unable to resolve the issue, they would make a second visit with the required parts to attempt the repair again. In very rare circumstances if it’s impossible to fix, a replacement printer will be sent out permanently.
• The onsite technicians have some flexibility in their schedule but they are generally available during normal business hours of the location they are visiting.
• The hours for live support are 8:00am – 8:00pm EST Monday to Friday.

Warranty Components

• All parts are covered under the 2 year warranty except for consumables: paper, ink, feed rollers, separation pads, printhead and purge unit
• The printhead is not covered under the 2 year warranty since it is considered a consumable part.
• Most replacement parts will be new but it is possible for any replacement to be made with a refurbished part. Any refurbished parts used for repairs are covered under the Warranty the same as a new part.
• Ink leakage caused by the transport of the printer is not covered by the warranty. The initial shipment of printers and any warranty replacement printers will not ship with ink in them. Any printers being transported with ink in them shall follow the specific instructions for moving and shipping the unit.

Eligibility.

The Canon eCarePAK Extended Service Plan (the “eCarePAK”) is provided by Canon U.S.A., Inc. (“CUSA”) with respect to the Canon product and/or Canon Accessory, and the service(s) (Repair or Replacement, Installation, Training, and/or Preventative Maintenance), identified on your eCarePAK Certificate of Registration for which the eCarePAK has been purchased (the “Covered Product”). CUSA reserves the right to verify the information you provide to CUSA in connection with your registration for the eCarePAK and may reject your enrollment. The purchase of an eCarePAK is not required either to purchase the Covered Product or to obtain financing for the Covered Product.

Activating the eCarePAK.

If you do not agree with the Terms and Conditions of the eCarePAK, you may cancel and obtain a refund in accordance with the section entitled “Ability to Cancel and Right to Refund” below. The eCarePAK becomes effective when CUSA registers your Covered Product. You may purchase an eCarePAK within the term of the CUSA Limited Warranty for the Covered Product, or before any existing eCarePAK covering the Covered Product has expired. However, if you decide to purchase after the Limited Warranty has expired, or after any existing eCarePAK on the Covered Product has expired, CUSA reserves the right to inspect the Covered Product, at your expense, and to refuse to register your Covered Product, in its sole discretion, if it does not meet CUSA’s requirements for coverage under an eCarePAK. An eCarePAK Certificate of Registration will be sent to you upon registration of your extended service plan and/or preventative maintenance plans.

Coverage

Coverage under the eCarePAK will begin effective on the expiration date of the original CUSA Limited Warranty or existing eCarePAK for the Covered Product, as applicable, and continue until the expiration date indicated on your eCarePAK Certificate of Registration. The period between the effective date of coverage under your eCarePAK and the expiration date indicated on your eCarePAK Certificate of Registration is referred to herein as the “Term”.

THIS IS NOT A CONTRACT OF INSURANCE.

Repair or Replacement Service

1. Subject to the limitations set forth in “Service Limitations” below, CUSA agrees to repair or replace, without charge, any defective part in your Covered Product with a new, rebuilt, or different part during the Term of the eCarePAK, provided such part is the same as, or functionally comparable to, the defective part removed. Any parts that are replaced will become the property of CUSA. Replacement of parts will not extend the Term of the eCarePAK. Likewise, if CUSA should replace the Covered Product, the original Covered Product will become the property of CUSA. Coverage under the eCarePAK will automatically transfer to the replacement product but will not extend the Term.
2. The eCarePAK is valid only for service of a Covered Product purchased and used in the United States. The eCarePAK is not transferable to another Covered Product except as provided in paragraph 1 above.
3. For Oregon and Montana Residents only: This Extended Protection (Service) Plan is insured by a contractual liability insurance policy issued to Canon U.S.A., Inc. by Sompo Japan Insurance Company of America (“Sompo Japan”), 11405 N. Community House, Suite 600, Charlotte, NC 28277, 704-759-2200.
   • For Oregon residents only: Should CUSA fail to perform under this eCarePAK within sixty (60) days, you may contact Sompo Japan for recourse
4. For Virginia residents only: If any promise made in the Contract has been denied or has not been honored within 60 days after your request, you may contact the Virginia Department of Agriculture and Consumer Services, Office of Charitable and Regulatory Programs at https://www.vdacs.virginia.gov/food-extended-service-contract-providers.shtml to file a complaint.

Technical Support

You are entitled to the telephone support set forth below for the Covered Product during the Term of the eCarePAK. Toll-Free telephone support for troubleshooting issues (except for Scan Kiosk) is available Monday through Friday from 8:00 a.m. to 8:00 p.m., E.T. excluding holidays. Hours of availability for toll-free telephone support are subject to change in CUSA’s reasonable discretion. For more efficient support, please have your eCarePAK registration number or Covered Product serial number available.

Obtaining Repair or Replacement Service

As a condition to obtaining service under this eCarePAK, you must first troubleshoot your Covered Product’s malfunction in good faith with CUSA’s technical support team or, in the case of the Scan Kiosk, with the dealer who sold you the Scan Kiosk (who will escalate the malfunction to CUSA, as appropriate, for technical support as specified above). If CUSA cannot fix the Covered Product’s malfunction through remote diagnosis, CUSA may choose to either (1) exchange your Covered Product through CUSA’s Advanced Exchange Service program, (2) schedule an on-site service call through an independent CUSA Authorized Service Provider (the “Service Provider”), or (3) refer you to a CUSA Authorized Service Facility (“ASF”) (Carry-In/), all as more fully described below. The service option chosen is in CUSA’s sole discretion. Not all options may be available at the time service is requested.

1. Advanced Exchange Program: CUSA may elect to service your Covered Product through its Advanced Exchange Program. Under the Advanced Exchange Program, a defective Covered Product will be exchanged for a comparable refurbished Covered Product on an expedited basis, usually by the next business day (or longer if your ship-to address is determined by Canon to be a rural or remote location). You will be required to provide a ship-to location (street address only) for the replacement product. You may be required to sign a form to guarantee the return of the defective unit and provide a valid credit card authorization. If you do not return your defective Covered Product to CUSA by the date and in the manner specified by CUSA, CUSA may cancel your eCarePAK and invoice you for the full replacement cost of a new Covered Product, or charge your credit card for this cost.
2. Service Provider: In the event that CUSA’s technical troubleshooting cannot resolve your problem, CUSA may elect to send a Service Provider to your location in an expedited manner to facilitate the repair of your Covered Product.
3. ASF Program (Carry In/): Under CUSA’s ASF Program, the defective Covered Product is repaired by an ASF and then returned to you. The CUSA representative will direct you how to obtain the name and phone number of the ASF nearest to you. You must contact the ASF to schedule the repair. DO NOT INCLUDE ANY OTHER ITEMS WITH THE COVERED PRODUCT. Covered Products will be repaired and returned to you without charge by the ASF.

Any Covered Product received by CUSA or an ASF that is not covered by this eCarePAK will be returned to you unrepaired at your expense or, at the discretion of CUSA or the ASF, you may receive an estimate of repair at CUSA’s or the ASF’s then prevailing service rates. You will also be charged for on-site repairs not covered by this eCarePAK at CUSA’s then prevailing service rates.

FOR OREGON RESIDENTS ONLY: Upon CUSA’s failure to perform under this eCarePAK, Sompo Japan Insurance Company of America shall pay, on behalf of CUSA, any sums CUSA is legally obligated to pay or shall provide the service that CUSA is legally obligated to perform, according to CUSA’s contractual obligation under this eCarePAK issued by CUSA, and Sompo Japan Insurance Company of America will pay claims against CUSA for return of the unearned purchase price of your eCarePAK.

Repair or Replacement Service Limitations

The eCarePAK covers defects encountered in normal use of the Covered Product and, except as otherwise provided in this eCarePAK, does not cover the following:

1. Loss of or damage to the Covered Product due to abuse, mishandling, improper packaging by you, neglect, alteration, electric current fluctuation or accident; improper use, including failure to follow operating, maintenance or environmental instructions prescribed in the operator’s manual; use of the Covered Product with non-compatible computers, peripheral equipment or software; or repair performed by other than a service representative qualified by CUSA.
2. Service necessitated by the use of parts or supplies (other than those distributed by CUSA) which damage the Covered Product or which cause abnormally frequent service calls or service problems.
3. Service of the Covered Product if it has been modified or altered in any way (including any alteration or removal of serial numbers or identification marks).
4. Service, repair or replacement of any covers, lids, or trim parts, or any consumable items, including without limitation, toner and/or ink cartridges, ink tanks and printheads.
5. Preventative maintenance and or inspections.
6. Service, repair or replacement of accessories or options for the Covered Product, or of any equipment or software not distributed by Canon which may be used with, or be connected to, the Covered Product.
7. Service, repair, or replacement of any Covered Product purchased or used outside of the United States.

General Terms and Conditions Covering All Installation Services

The following terms and conditions apply to all Installation services:

1. Installation technicians may, in their sole discretion, refuse to install Covered Products that are incompatible, are, or appear to be, damaged, are inappropriate for installation, exhibit signs of excessive wear or are deemed unsafe. Covered Products which are not new, or are damaged, will be documented before the installation begins. You may be subject to additional charges should the installation technician conclude that the proposed installation is unsafe and therefore cannot be completed.
2. A pre-existing power outlet(s) must be accessible in order to install your Covered Product.
3. Installation services are only available in the 50 United States and the District of Columbia. Extra charges may apply in the event special travel is required to reach the installation site.
4. Extra charges may apply in the event additional work is necessary to complete the installation, including, but not limited to, carpentry, electrical work, floor covering modifications, moving of furniture, or additional wire, parts and/or accessories.
5. Carefully review your installation needs, your installation plans and the accessories and hardware you have and/or need to facilitate and complete the installation.
6. CUSA and/or Canon authorized service provider will contact you to schedule your installation appointment. Cancellations or rescheduling of scheduled installation appointments must be made no later than twenty four (24) hours prior to your appointment to avoid additional charges. Cancellation requests are not valid until confirmed by CUSA and or Canon Authorized service provider.
7. You must ensure that the Covered Product(s) to be installed, the installation site, and the hardware and accessories required to facilitate and complete your installation, are prepared and ready prior to the arrival of the installation technician. You may be subject to an additional charge for failure to prepare the Covered Product, the installation site, or the required hardware and accessories prior to the arrival of the installation technician.
8. You must move or rearrange furniture to provide accessibility and a safe, adequate work space for the installation technician.
9. You must provide a sufficient amount of power, power sources, power cords and, if applicable, surge protectors that are readily available to the installation technician and/or safely accessible to the installation site. The installation technicians will not move or install AC power sources or feeds of television signals from cable, satellite or other sources.
10. You must dispose of the packaging materials and trash following the installation. Although the installation technicians will clean up the work site, it is your responsibility to arrange for the final disposal of any packaging materials or trash related to the installation.