DLR/SVR Locator

(800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)843-0080 (800)874-4322 (800)PANASYS (800)PANASYS (800)843-0080 (800)843-0080 (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)447-4700 (800)544-5008 (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (888) 744-2424 (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS
G1 Independent Servicers or Niles, IL FSC Selling dealer X TSC Selling dealer Hotline arranges exchange through TSC TSC unit repair Selling dealer Selling dealer/distributor TSC unit repair Selling dealer or 3rd party service company Selling and servicing G29 dealer Hotline arranges exchange through CNS Hotline arranges on site service with 3rd party service provider Authorized dealer and servicing dealer. Install. fee paid to Servicer. Selling dealer Hotline arranges exchange/repair Authorized Service Center Self-servicing dealer Hotline arranges for exchange through TSC Authorized Service Center SSD Hotline arranges for exchange through TSC Authorized Service Center SSD Authorized PDIC Dealers, purchasing and selling Color Laser Printers/DCIS must provide service support on that equipment. Authorized Service Center SSD Hotline arranges exchange through TSC Authorized Service Center Self-servicing dealer (SSD) Hotline arranges exchange/repair TSC unit repair Selling dealer or 3rd party service company(by TAB) Hotline arranges exchange Hotline plans exchange/repair
Carry-in/mail-in service On-site/dealer shop Carry-in/dealer shop Mail-in replacement Carry-in/mail-in service On-site/dealer shop On-site/dealer shop Carry-in/mail-in service Mail in serviceupgradeable to include on site Mail-in replacement 6 mo. on-site service, arranged through the hotline. On-site/mail-in, mail back by selling dealer or Servicing Dealer Carry-in/mail-in or on-site service by SSD Mail-in replacement/repair arranged through hotline Carry-in/mail-in to ASC Mail-in exchange through TSC Carryin/Mail-in to ASC. Mail-in exchange through TSC Carry-in/mail-in to ASC Mail in repair or if registered, hotline arranges on site service with 3rd party service provider Carry-in/mail-in to ASC Mail-in exchange through TSC Carry in/Mail-in to ASC. Mail-in replacement/repair arranged through hotline Carry-in/mail-in service On-site dealer/3rd party Mail-in replacement, arranged through the hotline On-site swap/repair 3rd party
(877) 463-2895 NO N/A (800)PANASYS N/A (800)PANASYS (877) 463-2895 (877) 463-2895 N/A N/A (800)PANASYS (800)PANASYS NO NO (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS
High Speed Scanner 855 & 855D OSD Panaboard Typewriters / Jetwriter CD-ROM (Except changer) Dot Matrix Printers (Except KX-P1131/1150/3196/3200) Dot Matrix Printers (KX-P1131/1150/3196/3200) Laser Printers (Except 6000 series) 6000 Series Printers LED Printers Color Laser Printer/DCIS Ink Jet Printers Small Scanner(KX-S300) KX-SP100 PD Drive Optical Drive Optical Jukebox CD-ROM Video Projectors OEM Optical Drive & CD (Sold by PIC) CD-ROM changer Facsimile (UF Series) OSD OSD CPD CPD CPD CPD CPD CPD OSD CPD CPD CPD CPD CPD CPD CPD CPD PIC CPD OSD

(800)PANASYS (800)PANASYS (877) 463-2895 NO
(877) 463-2895 NO N/A (800)PANASYS N/A N/A N/A N/A N/A (888) 744-2424 N/A (800)373-9803 N/A N/A N/A N/A N/A N/A N/A (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (888) 744-2424 (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)PANASYS (800)890-3219
N/A (800)PANASYS (877) 463-2895 NO

9-7 EST 9-5 EST

Mail-in replacement/repair arranged through hotline On-site/dealer shop
(800)PANASYS (800)874-4322

Version 2.0

10/18/01
Service Information Guide 1-6

Introduction 1-7

2. Detailed Product Listings
Prefix Product Name Division Warranty Term Parts Labor Exceptions Notes None Video Monitors (15 &17 in) CPD X Model Specific. See Warranty Card for Terms and Conditions None Video Monitors (19 in) CPD C Video Monitors (14 in) CPD DP Multi-Function Product OSD X
1 Yr Onsite Exchange; Yrs 2 & 3 Mailin Repair
G1 Independent Servicers or Niles, IL FSC
120 days from purchase date by dealer, or 90 days from install date (Parts Only)
Customer Service Channel Exchange By Detail
X 1st Yr Hotline initiates exchange w/ADL; Yrs 2 & 3 Hotline arranges repair w/TSC G1 Independent Servicers or Niles, IL FSC Selling Dealer
Warranty To Dealer End User Hotline Support Dealer End User Hours Repair Method
X X N/A 1-800-PANASYS 9-7 EST X N/A 1-800-PANASYS 9-7 EST 1st Yr Onsite swap thru Hotline using ADL; Yrs 2 & 3 Repaired thru Hotline using TSC 1-800-PANASYS X N/A 1-800-PANASYS 9-7 EST Carry-In/Mail-In 1-877-463-2895 No 9-5 EST On-Site / Dealer Shop

1-800-PANASYS

1-800-843-0080
Service Information Guide 1-8
Prefix Product Name Division Warranty Term Parts Labor Exceptions Notes
DX Facsimile (Internet) OSD 1
EAB Multimedia Speakers CPD 1 year P & L
EPL Color Thermal Printers CPD 1 Yr P & L
1 year Parts (Dealer only Not End User)

Selling Dealer

X TSC Hotline arranges exchange through TSC

TSC unit repair

Warranty To Dealer End User Hotline Support Dealer End User Hours Repair Method DLR/SVR Locator

29 Your request / order has been processed. ____________ MSC Control Number

PSLRF01

Section II - to be filled out by PASC and faxed back to customer within 24 hours. (25) (26) (27) (28) (29) (30) 2. Price for each individual part. Quantity shipped for each line item Quantity back-ordered for each line item. Estimated ship date (ESD) for back-ordered items. Date Request/Order was processed. PASC Order Control Number.
Mail Orders Mail orders are to be requested on the Parts Order Form (see previous page). A quantity of these forms is included in the Dealer/Servicer StartUp package, and additional quantities are available at no charge, upon request. You can use photocopies of the Parts Order form. If you run out of these forms you may use your own purchase order, as long as you include the following information, the lack of which will result in unavoidable delays:

Parts Support 3-5

a) Your PASC Parts Account Number. This number allows immediate entry to the computer to process your order. This is NOT the same as your product sales dealer ID number; b) Shipping Account Number. This is required when a "Ship to" location is different from the "Bill to" address; c) PASC Part Number(s). All Dealers/Service Centers are provided with the necessary service manuals for the products they service. In the event that you do not have the number, indicate a model number and description. This will, however, result in unavoidable delays because the order will have to be researched first. No terms or conditions in your purchase order will be binding on PASC. Mail orders are normally processed the same day they are received, and this method should be used for routine replacement part orders. Sufficient allowance must be made, however, for incoming mail and outgoing part shipment time. 3. Phone Orders The Parts Order Office will accept telephone orders from authorized Dealers/Service Centers. You must, however, have available the following information for the entry clerk handling your call: a) Your PASC Parts Account Number; b) Shipping Account Number (if shipping to another location); c) PASC Part Number(s). No telephone orders can be accepted without part number(s) (refer to appropriate service manual); d) Purchase order number or customer reference name must be given at the time the order is placed.

Parts Credit Terms

Normally parts purchases/service repairs carry "10 days end of month" terms or simply, the balance of your current statement is due on the 10th of each month. Please note that if your account becomes past due, it will be placed on credit hold and all parts orders and service repairs may be held subject to credit review. However, we will retain the inventory you requested for three days, and if the credit problem is resolved within that time, the parts will be shipped to you. All copies of invoices and non-warranty repair credits may be obtained from the PASC Credit Department. Questions pertaining to invoices and credits should be directed to the Parts Order Office.

Service Information Guide 4-4
Logic boards must be shipped complete, with any associated hardware such as metal shields, brackets, etc., to prevent flexing and possible breakage in shipment. If you need to purchase any parts (screws, springs, etc.) not listed on the subassembly lists, you must call the PASC Parts Order Office at 800-833-9626.
Completing Subassembly Exchange Forms
To avoid unnecessary delays in the processing of exchanges or in obtaining credits, please complete all areas of the form according to the following guidelines: Date the date the component was returned Received From - customer's name, address, city, state, zip code and telephone number Ship To - your Dealer's name, address, city, state, zip code and telephone number. PCSC Account # - this is your TSC account number MSC Account # - your MSC account number. Copy Count - the copy count at the time of machine failure. Subassembly Part # - part number of subassembly being exchanged. Subassembly Serial # - serial number of subassembly being exchanged. Model # - model number of subassembly being exchanged. Model Serial # - serial number of the unit from which the subassembly came. Dealer Delivery Date - date Dealer delivered unit to customer. Customer Sale Date - date customer purchased unit from Dealer. Failure Date - date unit failed. Defect Description - complete description of problem (please list all pertinent information) and check whether intermittent, constant, or heat-related. Type of Exchange - note whether in or out-of-warranty. For in-warranty, a valid end user proof of purchase must be attached to the subassembly exchange form. Authorized Signature & Date - authorized Dealer's signature and date. Return Shipping - check the desired method of return shipping.
Subassembly Exchanges 4-5
Service Information Guide 4-6

Out-Of-Warranty Repairs

These are handled the same as in-warranty, except that we bill your Service Account for the item at the "O/W Exchange Price" (see Available Subassemblies), and you do not receive any labor reimbursement, as your work is now chargeable to the end user.

An Authorized Service Center must repair all PCBs from photocopier document feeders and sorters. An Authorized Service Center must repair all Panaboards.

Chapter 5

Available Subassemblies
CDSD Corporate and Distributor Sales Division
CDSD Consumables/Options (Reference Only)
Service Information Guide 5-2

Ch 5 Contents

ETW Electronic Typewriters
If a particular part number does not appear on the following lists, it is not part of the sub-assembly exchange program, and it must be ordered through the PASC Parts Order Office (page 1-2). PDIC is not responsible for typographical errors in part numbers or pricing. Electronic Typewriter Subassemblies
Model # KX-E12 KX-E13 KX-E14 KX-E15 KX-E16 KX-E31 KX-E31 KX-E31 KX-E32 KX-E42 KX-E42 KX-E43 KX-E44 KX-E45 KX-E46 KX-E47 KX-E48 KX-E49 KX-E71 KX-E72 KX-E73 KX-E74 KX-E75 KX-E400 KX-E500 KX-E500 KX-E500B Part # PJWPXE12M PJWPXE13M PJWPXE14M PJWPXE15M PJWPXE16M EME-114K JU-323-04 PJWPXE31M PJJD0020Z PJWPXE42M PJWPXE42M1 PJWPXE43M PJWPXE44M PJWPXE45M PJWPXE46M PJWPXE47M PJWPXE48M PJWPXE49M PJWPXE71M PJWPXE72M PJWPXE73M PJWPXE74M PJWPXE75M PJWP1XE400M PJAD108Z PJWP1XE500M PJWP1XE500BM Description Serial Interface Serial Interface Serial Interface Serial Interface Serial Interface Disk Drive Disk Drive FDD Control Board Disk Drive Memory Exp Board 32K Memory Exp Board Memory Exp Board Memory Exp Board Spell Scan Board Spell Scan Board Spell Scan Board Spell Scan Board Spell Scan Board Parallel Interface Parallel Interface Parallel Interface Parallel Interface Parallel Interface Main Logic Board Display Board Main Logic Board Main Logic Board Dealer 1 Price $ 192.21 154.15 138.68 162.49 98.89 240.31 368.54 183.83 146.76 146.70 167.80 154.15 138.68 168.50 143.37 129.02 207.30 107.57 56.75 101.97 101.97 108.36 63.86 227.85 37.95 128.21 $ 194.70 O/W Exch. 1 Price $ 123.60 99.11 89.17 79.50 48.38 102.50 206.80 89.94 87.32 80.59 102.28 99.11 67.86 82.43 92.18 82.97 101.42 60.62 31.46 66.16 66.16 61.62 36.32 126.33 22.79 83.18 $ 96.13
All Prices are subject to change without notice. Please call the PDIC Technical Support Center to verify the latest pricing.
Available Subassemblies 5-3
Electronic Typewriter Subassemblies
Model # KX-E500E KX-E501 KX-E501 KX-E501E KX-E506 KX-E506 KX-E506E KX-E508 KX-E508 KX-E508E KX-E601 KX-E601 KX-E603 KX-E603 KX-E701 KX-E708 KX-E708 KX-E828 KX-E828 KX-E2000 KX-E2020 KX-E2500 KX-E2500 KX-E2500 KX-E2500 KX-E3000 KX-E3008 KX-E3008 KX-E3100 KX-E3200 KX-E3200 KX-E4000 KX-E4020 Part # PJWP1XE500EM PJAD108Z PJWP1XE501M PJWP1XE501EM PJAD107Z PJWP1XE506M PJWP1XE506EM PJAD107Z PJWP1XE508M PJWP1XE508EM PJWD1XE601M PJWP1XE601M PJAD102Z PJWP1XE603M PJWP1XE701M PJAD101Y PJWP1XE708M PANP30901ZA PJPM3Z PJWP1E2000M PJWP1E2020M EME213KVG PAWP1E45002M PJWP1E2500M PJWP6E4500M PJWP1XE3000M PJWDXE3008M PJWP1XE3008M PJWP1E3100M PJWDXE3008M PJWP1E3200M PJWP1E4000M PJWP1E4020M Description Main Logic Board Display Board Main Logic Board Main Logic Board Display Board Main Logic Board Main Logic Board Display Board Main Logic Board Main Logic Board Display Board Main Logic Board Display Board Main Logic Board Main Logic Board Display Board Main Logic Board CRT Board Assembly Power Supply Main Logic Board Main Logic Board Floppy Disk Drive CRT Board Assembly Main Logic Board CRT FDD Control Board Main Logic Board Display Board Main Logic Board Main Logic Board Display Board Main Logic Board Main Logic Board Main Logic Board Dealer 1 Price 152.98 37.95 190.02 155.22 108.38 199.98 157.47 108.38 128.21 174.18 56.82 270.71 109.48 320.91 398.78 371.66 674.89 76.48 229.90 122.84 139.58 209.56 179.46 219.78 158.24 260.94 158.45 229.62 305.41 158.45 229.62 157.88 $ 163.16 $ O/W Exch. 1 Price 75.52 22.79 123.29 76.63 65.36 129.77 77.75 65.36 83.18 79.96 36.89 162.57 65.62 192.69 224.71 155.37 310.10 34.55 129.01 76.02 81.50 122.36 108.10 81.50 83.60 127.66 77.53 96.01 127.66 77.53 96.01 92.21 95.14

Service Information Guide 5-6

PPC Plain Paper Copiers

If a particular part number does not appear on the following lists, it is not part of the sub-assembly exchange program, and it must be ordered through the PASC Parts Order Office (page 1-2). PDIC is not responsible for typographical errors in part numbers or pricing. Plain Paper Copier Subassemblies
Model # FA-A200 FA-A400 FA-A400 FA-A501 FA-A501 FA-A600 FA-A700 FA-A700 FA-A760 FA-A770 FA-A780 FA-A780 FA-A800 FA-A880 FA-A880 FA-A890 FA-B900 FA-F500 FA-L2060 FA-L2090 FA-S200 FA-S200 FA-S250 FA-S270 FA-S300 FA-S300 Part # FFPWB0255 FFAWA0002 FFAWB0036 F01084510 F010-9070 FFAWA0012 FFPWA0063 FFPWB0256 FFPWA0159 FFPWB0487 1262-0151-07 1262-6002-02 1255-0151-06 FFPWA0187 FFPWB0534 4416-0101-07 ETX568E18A 1253-0152-02 1263-6001-01 4418-6001-01 FFPWB0251 FFPWBFFPWB0504 FFAWB00161 FFAWB00191 Description Driver PCB Microprocessor w/ PCB Control LVPS PCB, Power Supply CPU, PCB w/o ROM Microprocessor w/ PCB Control Control PCB Power Supply PCB PCB CPU PCB Power Supply PW Board A PW Board B PW Board A (w/IC) PCB CPU LVPS PCB Power Supply 24V PW Board A (w/IC) PW Board A PW Board A Control PCB Power Supply PCB Logic PCB PCB Paper Detecting CPU PCB CPU Control PCB Dealer 1 Price $ 153.20 137.06 102.60 191.66 186.04 133.92 184.79 125.90 143.23 155.64 236.94 117.11 602.79 271.14 180.65 438.82 494.00 348.98 185.33 278.31 364.79 257.70 228.91 269.22 95.64 152.60 O/W Exch 1 Price $ 87.60 76.91 77.10 94.13 91.38 100.66 105.66 72.01 82.95 90.15 178.09 88.03 413.26 155.05 104.63 254.15 278.35 239.26 139.31 161.19 178.48 126.08 153.66 153.82 53.89 85.99
Available Subassemblies 5-7
Plain Paper Copier Subassemblies
Model # FA-S420 FA-S420 FA-S430 FA-S490 FA-S490 FA-S490 FA-S670 FA-S670 FA-T100 FA-T100 FA-T100 FA-T100 FA-T200 FA-T200 FA-T250 FA-T250 FA-T400 FA-T400 FA-UF60 FA-YA10 FN-P300P FN-PA10 FP-1307 FP-1307 FP-1510 FP-1510 FP-1520 FP-1530 FP-1530 Part # 1224-0752-05 1228-6001-04 1224-0752-05 4417-0102-01 4417-6007-03 4417-6201-01 FK6-3209-000 FM6-1067-000 FFAWB0046 FFAWB0047 FFAWB0054 FFAWB0056 FFAWA0015 FFAWB0066 FFAWB00664 FFPWB0275 1256-0754-02 1256-6002-01 1231-6001-07 1208-0101-05 FFPWB0298 FFPWB03701 FFPWA0100 FFPWA0101 FFPWA0090 FFPWA0095 FFPWB0160 FFPWA0069 FFPWA0070 Description PW Board B PW Board A PW Board B PW Board A PW Board G PW Board PU PCB Power Supply Controller PCB CPU PCB w/ Microprocessor LED Array Drive PCB LED Array Drive PCB LED w/Cover CPU PCB CPU PCB CPU PCB LED Array 2.5 MM PW Board A PW Board B PW Board A PW Board A PCB Switching Power PCB Board, w/ Video Int Control Panel CPU PCB CPU PCB w/ Microprocessor Control Panel CPU CPU PCB w/ Microprocessor PCB Power Supply Drive CPU Control w/ Microprocessor Control Panel CPU Dealer 1 Price $ 212.45 154.34 212.45 591.47 173.62 500.52 306.53 468.12 266.54 119.10 120.66 183.39 261.82 261.82 245.97 237.15 732.44 280.48 211.61 541.26 152.79 208.80 118.67 335.65 138.74 270.96 149.57 318.00 154.21 O/W Exch 1 Price $ 159.71 116.02 159.71 342.55 100.56 289.89 168.85 265.58 150.19 67.12 67.99 103.34 168.35 168.35 168.35 116.02 550.54 210.83 159.05 410.59 86.82 117.18 68.15 140.88 93.38 204.46 84.28 204.46 116.38

Drum Credit Schedules/Page Life Expectancies
The following tables explain the percentage of invoice price to be credited, based on the number of copies made immediately preceding the failure. OPC Belt Credit Schedule (FP-1000 Only)
# Of Copies 0-999 1,000 - 1,999 2,000 - 2,999 3,000 - 3,999 4,000 - 4,999 5,000 - 5,999 6,000 - 6,999 7,000 - 7,999 8,000 - 8,999 9,000 - 10,000 10,000 and above % Of Invoice Price to be Credited 0

In-Warranty Repairs 6-11

1. Page Life Expectancies
The following charts depict the Page Life Expectancies for LED and Laser Beam Printer consumables. KX-P4400, 4401, 5400 and KX-SP100 Consumables and Limited Life Items
Sales Part # KX-P455 KX-PDM6 Item Toner Drum Page Life Expectancy* 1,600 6,000
*Page Life Expectancy is based on a 5% image area on 8.5-inch x 11-inch paper. KX-P4410, 4430, 4440, 5410 Consumables and Limited Life items
Sales Part # KX-P453 KX-PDP5 (replaces KX-PDP4) KX-PDM5 (replaces KX-PDM4) KX-PCR3 KX-PFS5 (KX-P4410,4430,5410) KX-PFS6 (KX-P4440) Item Toner/Fuser Cleaning Pad Developer Unit Drum Unit/Ozone Filter Transfer Corona Fuser Unit Fuser Unit Page Life Expectancy** 3,000 90,000 12,000 90,000 90,000 90,000
KX-P4420 Consumables and Limited Life Items
Sales Part # KX-P451 KX-PPDP2 KX-PDM2 KX-PCR2 KX-PFT2 KX-PFS2 Item Toner Developer Unit Drum Unit Corona Ozone Filter Fuser Page Life Expectancy** 3,000 18,000 18,000 36,000 18,000 36,000
KX-P4450, 4450I, 4455 Consumables and Limited Life Items
Sales Part # KX-P450 KX-PDP1 KX-PDM1 KX-PCR1 KX-PFT1 KX-PFS1 Item Toner Developer Unit Drum Unit Corona Ozone Filter Fuser Page Life Expectancy** 5,000 20,000 13,000 60,000 30,000 60,000
**Page Life Expectancy is based on a 5.5% image area on 8.5-inch x 11-inch paper. KX-P6100 Consumables and Limited Life Items
Sales Part # KX-PEP2 KX-P456 Item Process Unit Toner Cartridge Page Life Expectancy*** 15,000 2,000
KX-P6500 Consumables and Limited Life Items
Sales Part # KX-PEP4 KX-P458 Item Process Unit Toner Cartridge Page Life Expectancy*** 15,000 2,000

***Page life is based upon printing 4% image area with respective printing of ten 8.5-inch x 11-inch pages.
Service Information Guide 6-12
2. PPC Drum Credit Schedule

# of Copies 50,000 Life

0 - 999 1,000 - 4,999 5,000 - 9,999 10,000 - 14,999 15,000 - 19,999 20,000 - 24,999 25,000 - 29,999 30,000 - 34,999 35,000 - 39,999 40,000 - 44,999 45,000 - 49,999 50,000 and above

60,000 Life

0 - 999 1,000 - 5,999 6,000 - 11,999 12,000 - 17,999 18,000 - 23,999 24,000 - 29,999 30,000 - 35,999 36,000 - 41,999 42,000 - 47,999 48,000 - 53,999 54,000 - 59,999 60,000 and above

90,000 Life

0 - 999 1,000 - 9,999 10,000 - 19,999 20,000 - 29,999 30,000 - 39,999 40,000 - 49,999 50,000 - 59,999 60,000 - 69,999 70,000 - 79,999 80,000 - 89,999 90,000 and above

120,000 Life

0 - 999 1,000 - 11,999 12,000 - 23,999 24,000 - 35,999 36,000 - 47,999 48,000 - 59,999 60,000 - 71,999 72,000 - 83,999 84,000 - 95,999 96,000 - 107,999 108,000 - 113,999 114,000 - 119,999 120,000 and above

300,000 Life

0 - 999 1,000 - 29,999 30,000 - 59,999 60,000 - 89,999 90,000 - 119,999 120,000 - 149,999 150,000 - 179,999 180,000 - 209,999 210,000 - 239,999 240,000 - 269,000 270,000 - 299,999 300,000 and above
% of Invoice Price to be Credited
Symptom Code Reference List
When completing the Customer Complaint and the Explanation of Service Performed sections of the warranty claim forms, please use the codes listed on the following pages. You may use up to three Symptom and three Repair codes per form. Also, include a full explanation of the Symptom and the Repair rendered. Note: Please refer to the footnotes at the end of this section. Some codes are not covered by warranty or require written authorization.
Code ADND ADTX ALGN ARCS AUTO BDCQ BLFU CABX CHGX COMM CTRL DAUD DCPA 3 DEVD DIGE DIRE DMEM DRIA ERAS EROR ETTP FEAT Detailed Description ADF Dead Xmit Audio Distorted Out of alignment Smokes pop or spark Auto focus inop Bad copy quality Blows fuses No or poor cable Will not charge battery Data comm malfunction Control/switch Distorted/noisy audio Dropped calls Developer dump Digital effects malfunction Distorted image Defective memory Stations drift on AM Erase malfunction Error code Eats tapes Feature inoperative Code ADRX AIRG 1 APPR AUDM BATT BDET BOOT CDIS 1 CODA CRNO 1 DAMG DCOL DEAD DIAL DINT DISP DREC ECMV ERMG ESOP FDPR FFRW Detailed Description Rec Audio Distorted ADF Cosmetic defect Audio malfunction Battery problems Bad edits Will not boot up Customer dissatisfied Cosmetic damage Croma noisy Damaged Distorted color Dead - totally inoperative Dial pointer malfunction Intermittent display Display malfunction Distorted recording Erratic carriage Error message display Erratic scanner Can't access floppy FF/rwd/search malfunction

In-Warranty Repairs 6-13

Warranty labor payments will be made by check on a monthly basis, at the following rates: Panaboard Flat Rate of $50.00 Warranty Procedure (for Distributor Models) ! ! ! ! End user carries in defective distributor model to an Authorized Dealer/Service Center (or ships it at his own expense). End user must present proof of purchase to the dealership. The Authorized Dealer repairs the product according to the rates on the previous page. Dealer must complete a warranty claim form for each unit repaired, attach a photocopy of the proof of purchase (the end user should retain the original proof of purchase), and mail these items to: Panasonic Document Imaging Company Warranty Parts Administration 1711 North Randall Road Elgin, IL 60123 Incomplete warranty claim forms will be returned to the dealer/servicer. For additional claim instructions, please review this entire section. Reminder: The only models that are handled by warranty claims are Jetwriter (2000 Series) and Panaboards.

In-Warranty Repairs 6-17

Completing Warranty Claim Forms (for Distributor Models) ! Warranty reimbursements must be submitted on Narda claim forms, which can be purchased by writing or calling Narda, Inc., P.O. Box 999, Celina, Ohio, 45822, (800) 242-8678. Request form no. 515, which will be sent to you in quantities of 500. Please note that these claim forms are used for many different product lines, and you can submit warranty claims for LABOR ONLY. Credit for any parts and/or sub-assemblies replaced must be obtained through the standard parts warranty credit and/or sub-assembly exchange programs. Mileage will be reimbursed for Panaboard claims only (see zones schedule). Please complete the following sections of the form only. Any sections not listed need not be completed.
Customer's Name / Address / City, State, Zip / Area Code / Tel. No. Customer's Complaint - please describe in detail Defect Code - specify one to three codes from pages VI-12 through Dealer's Name - your dealership's name Account No. - your PASC Account number (Service Center number) Explanation of Service Performed - please describe in detail. Explain procedure performed as well as parts used. Mfg. Code/Ref. - specify one to three codes from pages VI-15 through VI-20. Quan. / Part No. / Description - Don't complete this area; you will only receive labor reimbursement. Your part should be exchanged through Elgin, IL for credit. Service Was Satisfactorily Completed - signature of Customer certifying that repair was acceptable Technician - name of the technician who performed the repair Repair Type - MAJOR (a major assembly was replaced requiring disassembly of the unit) or MINOR (adjustment was performed or a minor part was replaced such as a spring, keytop, etc.) Model No. / Serial No. - enter model number and serial number of defective unit Date Purchased - proof-of-purchase must be provided by the customer to confirm purchase date A COPY OF THE PROOF-OF-PURCHASE MUST BE ATTACHED TO THE PANASONIC COPY OF ALL CLAIMS SUBMITTED. Date Service Requested - date unit was brought in for service Date Service Completed - enter the date that the repair was completed Total Labor Charge - the amount you are requesting for in-warranty labor (see page VI-8) Grand Total Due - total of LABOR CHARGE and SHIPPING CHARGES (if any) ! ! ! Claim forms (original only) are to be returned to the address listed on page VI-25. Claim forms received with improper or incomplete information will be rejected and returned to the Dealership. Please remember that these claim forms are to be submitted for WARRANTY LABOR CREDITS and MILEAGE ONLY.

Customer Support 8-3

One Point of Contact for Dealers
Authorized dealers can reach PDIC Technical Support Hotlines for all products by calling 877-463-2895 and entering the information from the chart below as requested by the prompts. 1. Dealer ID Number. 2. Product the call is about. 3. Type of support required.
Pin Number Dealer ID Number 877-463-2895 Product Menu 1. Copier 2. Fax 3. Scanner 4. Color Laser Printer 5. Panaboard 6. Typewriter 7. Training Call Type 1. Product Technical Support 2. Network Technical Support 3. Network Pre-Sales Support
PDIC Technical Support Numbers for Customers
Numbers 800-726-2797 888-744-2424 800-449-8989 800-PANASYS Product Scanners Color Laser Printer National Account Facsimile DMP/LBP/CD/DVD/Egg Cam
National Account Program:
To ensure that National Account Customer is getting proper service, please follow these guidelines. 1. All Servicing Dealers are requested to service equipment within 8 (eight) hours, unless stated differently on their contract. 2. Upon receipt of an SRA, Dealers are required to fax a confirmation that the SRA was received to 201-392-6117. 3. Upon completion of the repair, the servicing technician must complete the SRA, have it signed by the customer and fax it immediately to 201-392-6117. This will allow credit to be issued in a timely manner.

Chapter 9

Service Training
Service Information Guide 9-2

Ch 9 Contents

Factory Training
Why is formal factory training important? It can be summed up in one word: Knowledge. Product knowledge is vitally more important today than ever before, to maintain the level of service that our industry dictates. Consumers today expect and demand a prompt and professional response to their requests for service. With profit on everyone's mind, good business owners cannot afford to have inexperienced technicians on their front lines. Here are just a few benefits that formal factory training can offer you, your technician and your customers.
Your Technician: A Source of Customer Satisfaction and Profit
Your technician can be a fantastic source of customer satisfaction and profit, and the following are just examples of the benefits afforded your dealership when your technicians are formally service trained. ! ! ! ! ! ! They will achieve a greater level of self-confidence. They will become more technically competent. Repairs will be made to your valued customers' equipment quickly and efficiently. The likelihood of repeat calls will be reduced. Travel expenses will be reduced. You will experience increased profitability due to the reduction in consumption of expensive replacement part inventories. Experience shows that inexperienced technicians use much higher levels of replacement parts, because of their lack of product knowledge. Rather than leave the customer down or suffer personal embarrassment in front of the customer, the inexperienced technician will replace parts in the machine, one by one, until he or she gets it working again. You will encounter increased profitability due to the attainment of more service contracts. Customers will be more willing to have their equipment under contract, knowing they can rely on competent technicians to maintain their valued equipment. New sales leads will be generated, as well as an increased growth in your customer base.

Service Information Guide 9-4
Listed below are the locations and phone numbers for our training facilities and hotels.
Secaucus Training Facility
Panasonic Document Imaging Company 50 Meadowland Parkway, West Wall Lobby Secaucus, New Jersey 07094 Toll Free: 877-463-2895 (Pin#) Option 7 or Phone #: 201-392-4663/fax# 201-348-7585 ! ! ! Registrar " " "

Hotel Location

Meadowland Plaza Hotel 40 Wood Avenue Secaucus, NJ 07094 Phone #: 201-272-1000 Fax #: 201-272-1001

Elgin Training Facility

Panasonic Document Imaging Company 1707 N. Randall Road E-Zip 1D-24 Elgin, Illinois 60123-7847 Toll Free: 877-463-2895 (Pin#) Option 7 or Phone #: 201-392-4765/fax# 201-348-7585
Marriott Courtyard 2175 Marriott Drive West Dundee, IL 60118 Phone #: 847-429-0300 Fax #: 847-429-4000
Cypress Training Facility
Panasonic Document Imaging Company 6550 Katella Avenue, 2nd building, 1st floor Cypress, California 90630 Toll Free: 877-463-2895 (Pin#) Option 7 or Phone #: 201-392-4765/fax# 201-348-7585
Doubletree Hotel 100 The City Drive Orange, California 92868 Phone #: 714-634-4500 Fax #: 714-634-7115
1. Registration All registration is arranged by the National Training Department in Secaucus, NJ. Dealers or Servicers must contact the National Training Department with requests for training, at which time class dates will be confirmed and general information will be given. A confirmation letter, which includes all necessary information, will be e-mailed and/or faxed to the requesting Dealer or Servicer. Once you have contacted National headquarters, the Training Coordinator will schedule your training. If the originally scheduled technician is unable to attend the training class, be sure to notify National Training of the name change by the Friday before class starts. If time does not allow, be sure your technician informs the hotel of whom he or she is replacing and if there is any change in the arrival date. Failure to notify will be determined as a no show and a $250.00 fee will be charged. 2. Hotel Accommodations The training coordinator will make hotel accommodations, where allowable, on a guaranteed basis for your technician. Each student attending one of our scheduled formal training classes will be responsible for the cost of his/her hotel room charges. Your technician should be prepared to pay the full cost of the room.

Service Training 9-5

The Dealer or Servicer sales account will be debited $250.00 for any "NO SHOWS" at the hotel. 3. Training Expenses The following applies to all authorized PDIC Dealers/Servicers:
Product Group FAX DCIS Scanner PPC Training No charge No Charge No Charge No charge Transportation to and from training facility Supplied Supplied Supplied Supplied Transportation to & from hotel (public transportation) Dealer/Servicer Responsible Dealer/Servicer Responsible Dealer/Servicer Responsible Dealer/Servicer Responsible

It is the Dealer's responsibility to supply parts for all calls. No credit will be given for recalls or incomplete service calls due to the Dealer's parts availability. It is also highly recommended that the Dealer takes advantage of the PDIC Preventative Maintenance (PM) Kit Program for Plain Paper Copiers. This program allows the Dealer to purchase all PM items at a reduced rate.
National Account Program 12-5
Once the Dealer has been dispatched to the call via the SRA he can receive pre-shipment of any exchange part that he requires to resolve the problem. The Dealer must contact the PDIC Technical Support Center and order a pre-shipment of the part exchange by faxing a copy of the Parts Request form. Upon shipment the Dealer will be billed the Dealer Price for the part. Provided the part is returned in 15 days with the proper documentation, the Dealer will receive 100% credit for an in-warranty part and the difference between the O/W Exchange price and the Dealer price for an out-of-warranty part. Credit for a part returned within 15-30 days will be reduced by 15% of the Dealer Price. Parts returned over 30 days will receive no credit. When the repair is completed the defective item must be returned to the PDIC Technical Support Center to complete the transaction. If the item is not returned within 30 days the Dealer will be charged for the replacement of the item (Dealer Price).
Equipment Maintenance Agreements (EMA)
PDIC will only accept EMAs sold to National Account and GSA GEM customers. The possible exception to that will be potential NAP customers, and NAP sales and service personnel will determine this validity. No NAP or Dealer Sales Personnel will receive commissions for the sale of EMAs.

General

Equipment to be installed at a customer location will be delivered from the servicing Dealer's inventory. The initial impression formed by the customer of the equipment being installed is critical to the ongoing relationship between the servicing Dealer and the customer. Therefore, it shall be a policy that, except where impractical, equipment must be set up and made ready for installation at the dealership prior to delivery to the customer.

CMA (in months) 0-3 4-6 7-12 13-18 19-36 37+ RMAV (% of dealer cost) 100% 90% 75% 50% 25% 0%

Dealer Qualifications

1. You must maintain one (1) trained technician on each model sold. 2. You must subscribe to and make use of our ON-LINE System, so that you will have the most up-to-date technical information on our products. 3. You must use Panasonic consumables, PM kits, and replacement parts in all of your Panasonic PanaSure machines.

Escalation Procedures

As an authorized PDIC PanaSure Dealer, you must adhere to the following procedures, in the order listed, once you receive an irreparable machine: 1. Your trained technician(s) must attempt to resolve the problem. 2. One or more of these technicians must have attempted to resolve the problem by means of an on-line inquiry, and by means of a PDIC Technical Support Hotline call. 3. The Dealer Service Manager must contact the PDIC Service Manager to arrange a visit by his or her PDIC FSS.
Service Information Guide 13-4
4. If the PDIC FSS cannot repair the machine, he will request an RMA. All RMA requests must include copies of: an Installation Report, Inspection Report, PanaSure Customer/Dealer Agreement, and the Panasonic invoice. PDIC reserves the right to send additional personnel to investigate and resolve the problem. 5. The Service Manager may grant an RMA provided he deems it appropriate, and that the items 1-4, above, have been met. 6. The RMA value will be based upon the calculations in the table above. 7. You must return the irreparable machine to the appropriate warehouse. 8. PDIC will issue a credit memo to you for the appropriate amount. You must have already replaced the machine with a new like or comparable Panasonic product. If you elect to put in another brand copier, the PanaSure warranty will not apply to the replacement.

Panasure 13-5

PANASURE Plain Paper Copier Product Guarantee Program Dealer Agreement
Authorized Panasonic Plain Paper Copier Dealer:
Name Location Phone Number

Agreement

Panasonic Document Imaging Company (PDIC) has developed the PanaSure Plain Paper Copier Product Guarantee Program (the "Program") described in this agreement, which is to be offered to and by participating dealers. Dealer agrees to abide by the terms and conditions set forth herein, and as the Program may hereafter be revised to the terms and conditions hereafter set forth. Dealer and PDIC agree to the obligations established in the separate Service Information Guide and PanaSure Policy Guide. Dealer agrees to offer the Program to all its customers who acquire new Panasonic Plain Paper Copiers equipped with electronic or mechanical copy counters. Dealer agrees that all repair work will be performed by PDIC trained service technicians, in accordance with standard PDIC service procedures and bulletins. Dealer agrees to use only Panasonic supplies and parts in the performance of all service on the machine(s). Dealer agrees to subscribe to the Panasonic On-Line System as it becomes available for use. This agreement is entered into between: