CU Print: Vendor Escalation and Service Calls (Toshiba)
CU Print maintains a service contract with Toshiba for hardware maintenance and repair. When a printer issue cannot be resolved through first-level troubleshooting, the Print Technician opens a Toshiba service call. This article describes when and how to escalate.
This article applies to: CU Print
When to Escalate to Toshiba
Open a Toshiba service call when:
A hardware component has failed (fuser, drum unit, feed rollers, internal mechanism) and the device cannot be restored through standard PM procedures.
The device displays a persistent error code that is not cleared by a reboot, toner replacement, or paper reload.
How to Open a Toshiba Service Call
- Gather the following before calling or submitting online: device model, serial number, physical location (building and room), description of the issue, and any error codes displayed on the device panel.
- Based on the type of part/repair needed, submit to Toshiba according to these guidelines:
- Maintenance Part (fuser, imaging unit, etc): call 800-468-6744, press 1. Use the serial number for the device to locate, then have all parts shipped to 120 Maple. Coordinate with the technician for the pickup of the part.
- Error Code or Frequent Issue: Use the online form submission to report. Forward ticket email to cuprint@cornell.edu to generate a corresponding TDX ticket.
- If the printer location is card access only, supply the phone number of an on-site contact for the Toshiba technician to call to gain access to the space when needed.
- Record the Toshiba service call number in the corresponding TDX ticket. This is required for tracking and is audited.
- Confirm with the Toshiba representative about the timeline of repair.
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