WorksheetsProcess and TS
Total questions: 20
Worksheet time: 3hrs 52mins
CU got a replacement printer M480f due to a defective old M477 printer under carepack HW replacement coverage, M477 printers are not available in the local area, and CU accepted to instead get a M480f printer instead waiting for service or available printers, the CU purchased 4 packs tricolor and 2 black high capacity toners for the M477, now they are getting a different model.
What process applies in this case?
Paper Lab process
CSR Process
QIP
ISB process
CU calls in and confirms their cardstock paper is not working on the printer, you recomment the user to test regular letter paper and printer works just fine, CU does not agree with the solution of just change the paper to a supported cardstock since the paper the user had been feeding thru the paper, had been functioning over a year till today. What would you offer?
Which process would you follow?
QIP
Printer replacement
Paper Lab process
EE
Un cliente de Colombia llama con un caso abierto porque tenia una llamada de seguimiento pendiente de mi compañero Greg , resulta que Greg no pudo llamar al cliente porque ese día tuvo una llamada muy larga la cual le complico el call back, Segun las notas del caso el cliente tenia pendiente de enviarnos unos samples del PQ issue del mismo caso y el desea finalizar el diagnostico ya quye esta muy preocupado por recibir una solucion a su problema
Que proceso aplicaria y que debemos hacer con este caso del cliente?
Consider the following scenario for this customer
Sammy calls in because he has an M612 that has a 13.b2.d2 error everytime they print , he is using plain paper letter size and the issue only happens while printing from tray 2 Please add 5 troubleshooting steps and 2 probing question for this issue
Un cliente de Argentina llama porque su m428fdw esta presentando un problema de blank display , el numero de serie brindado por el cliente se muestra fuera de garantia pero el cliente afirma que el la compro hace 1 mes y medio , que no tiene la factura en este momento pero la puede enviar en el transcurso del día
Que deberiamos hacer en esta situacion? y que proceso aplica
Le ayudamos al cliente mientras procesamos la Validacion de garantia
Le pedimos que nos llame una vez tenga a mano la factura que en este momento no podemos ayudarle hasta que recibamos la factura para poder hacer la validacion de garantía
Le ayudamos sin pedirle la factura porque creemos que esta en garantia solo por lo que nos dijo
Lo mandamos a reclamar la garantia en el lugar donde la compro
Read the following scenario;
A customer from the US with an M479fdw with normal factory warranty calls in because he has an error code 13.09.14 , after all the ts is completed we realized that we need to replace the ITB and the Transfer roller.
What process/ resolution do we provide to the customer ?
(a)
Un cliente llama de colombia con una m610dn , dentro de garantia, con marcas negras repetitivas en la pagina , le problema persiste luego de remplazar el cartucho , sin embargo en el diagnostico determinamos que el fusor esta causando las manchas , solicitamos un estado de consumibles y el Kit de mantenimiento esta al 60% y el toner al 80%
Proceso CSR para cambio de fusor
Recomendar al cliente remplazar el fusor por su cuenta porque la garantía no aplica en este caso
Servicio Onsite con el fusor
Remplazar el fusor ya que aunque este al 60% el kit de mantenimiento la impresora esta dentro de garantia entonces cubre el fusor
Cliente llama de Mexico con una m404dn (W1A53A) porque tiene un jam en area de cartucho el cual ocurre con 2 toners originales al 100% , el agente de soporte tecnico determina que la garantía debe ser aplicada ya que el papel esta quedando atascado en el area de registration .
Cual seria el case resolution , y el numero de parte que deberiamos recomendar en este escenario?
CU got a defective leaking toner from a store in Honduras and another one in another location at Bolivia, CU got no assistance from the local store and request assistance from HP directly, the toner is original and has 90% of toner, receipt shows the consumable was purchased less than 90 days ago, how can you manage the CSR replacement according to the CSR process?
Which process would you follow? How can you actionate this scenario.
A customer calls in from the US he has an m607dn, he has an issue with a toner he just purchase , he is unable to print while using the new cartridge he purchased an HP 37Y, what steps do you recommend to help the customer in this case ?
What driver should you recommend to a customer that needs to print complex files ?
Full software solution
UPD PCL5
Twain driver
UPD Poscript
Read the following scenario: Region: US
- Printer: M501dn
- Issue: PQ issue
paper jammed = they removed it
toner started licking
toner came with the printer
started about 3 days ago
type of paper = 8.5 x 11 = letter paper
Connected to wall outlet
Diagnostic/Troubleshooting done with HP AIO Representative:
Try to print from tray 1 = it did not jammed but there's PQ
Print from tray 2 = did not jam but there's a PQ
Print quality = from tray 1 and tray 2
Verify supplies estatus on EWS = cartridge on 50% = 87A CF277A
Cartridge block = same PQ issue
Half-self test = half of the paper had PQ, half did not have it
HV test = one page blurry the other one black
Please add the case resolution and the part number that you would recommend for this issue
Read the following information
SN: CNCRQ6Y0CF3257 Camden Place
CHARLESTON , SC
United States , 29464
djosepgh@tacosj.com
Debra Joseph
Phone: 18438498402
Issue Description: Unable to print a pdf file
Customer calls in because he has issues printing a large pdf files that includes a lot of graphics for a presentation that he has at work , he said he has the printer already install on the computer and he is able to print other files but he is having a very hard time with that pdf
Based on this information provided , create a case with 2 probing questions and 4 TS steps ( remember to add an answer to every probing question)
Please answer with the case number
Type 5 possible ts and 3 probing questions you can ask if a customer calls with that issue the customer has an M479FDW IP 192.168.1.32, Ews is working fine
By looking at this sample considering the customer is using HP toner on an m404dn we can say that the issue may be related to:
Fuser
HVPS
Toner
Transfer roller
Read the following TS
M608dn US/Onsite Warranty
Problem (Title): No display M608dn
Problem description/ Symptoms:
No display
Diagnostic/Troubleshooting:
No display, is showing white display
Customer is able to print from the computer
Directly connected in to a wall outelt no screen showing up
FW is up to date
Printer is currently stand alone , customer is not able to connect the printer to the network any way to connect the printer to do a fw update
Printer has no display
Customer said that they had replaced the panel with another panel from another m608 and it worked
We Reset the cables on the formatter the HDMI cable , tested the issue persisted
The agent decided to send the control panel only but he doesn´t what is the part number or the resolution code that he should use
Please help the agent to find the part number and the resolution code for this case ( add the part number and resolution code )
Draw a peer to peer test
Gregory Mendez calls in because he needs to install his new M404dw and he wants to connect the printer wirelessly , how can you guide him to connect and install the printer ?
What are the 3 Main characters on GTA5
Michael ,Franklin and Trevor.
Fran, Millan and Trevor.
Michael, Trevol , Francis
Franklin, Miguel , Trevol
Create a CSR order for this case 5120242831
