SERVICE

TOSHIBA AMERICA BUSINESS SOLUTIONS, INC.

2 MUSICK,IRVINE, CA 92618-1631

DATE: 05/24/05
TO: AUTHORIZED TOSHIBA DEALERS
RE: Training and Service Support Policy:
e-STUDIO 2100c / 3100c

Attached is the Technical Training and Service Support Policy for the e-
STUDIO 2100c/3100c series. The policy outlines the manner in which
TABS-EID Service will provide training and support for these new
products.

Please review this information carefully. If you have questions, feel free
to contact your Regional Service Department.

Thank you.

George Colborn, Vice President-Service

Toshiba America Business Solutions, Inc.

Technical Training and Service Support Policy

for the
e-STUDIO 2100c / 3100c Digital Color Copier

This document summarizes the manner in which TABS-EID Service will conduct
technical training and provide service support for the e-STUDIO2100c/3100c Digital
Color Copier.

1. TECHNICAL TRAINING
• Training Program: The e-STUDIO2100c/3100c requires no additional
training if a dealer currently has a certified e-STUDIO211c/311c
technician. A technical bulletin explaining the differences between the
e-STUDIO211c/311c and the e-STUDIO2100c/3100c will be posted on
FYI’s Tech-To-Go. Along with the bulletin, a listing of unique parts will
be indicated in the bulletin. Dealers who do not have an e-
STUDIO211c/311c certified technician will be required to have their
technician attend an e-STUDIO2100c/3100c class. The current e-
STUDIO211c/311c class will be discontinued and will be replaced with
the new e-STUDIO2100c/3100c class. However, from this date
forward, technicians attending this class will be authorized on the
FC15i/22i/25Pi, e-STUDIO210c/310c, e-STUDIO211c/311c and e-
STUDIO2100c/3100c digital color copiers.
5 NOTE: The new e-STUDIO2100c/3100c class will include a Baseline
Survey/Exam administered at the start of the training course.
• Training Prerequisites: Additional training for the e-
STUDIO2100c/3100c is not required if a dealer presently has a
technician certified on the e-STUDIO211c/311c. If a dealer decides to
send his technician to the e-STUDIO2100c/3100c class, the technician
must have successfully completed all of the following:
„ Level 1-Technical Preparation Course Workbook (LEV-1WB)
„ Color Theory & Technology CBT (4406CBTFC22)
„ e-STUDIO211c/311c Accessory Webinar
„ e-STUDIO210c/310c WEB-STEP Program (CD part #: VFC31X-
0203P)

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5 NOTE: The e-STUDIO210c/310c WEB-STEP Program is also available

online and can be accessed directly through FYI. To access the program,
log on to FYI, go to Training ~ Service ~ Self-Paced Training ~ Web Step
Programs. To access the e-STUDIO211c/311c Accessory Webinar, go to
Training ~ Service ~ Self-Paced Training ~ Webinars). Before you can
be enrolled in class, you must complete the online exam related to the
training program you are taking. Check the course catalog for additional
details.
• Training Location(s): The e-STUDIO2100c/3100c class will be
available at all Toshiba Regional Training Centers.
• Duration: The e-STUDIO2100c/3100c class will be five days long.
• Class Enrollment: If the Dealer Service Manager wishes to enroll
technicians in the e-STUDIO2100c/3100c class, he should use
Toshiba’s FYI Internet web site under Training ~ Service ~
Registration.
• Documentation: Most of the manuals listed below will be posted on
Toshiba’s FYI Internet web site under Tech-To-Go ~ Color ~ Active
Models ~ e-STUDIO2100c or e-STUDIO3100c. Since these
documents are posted on FYI, manuals will not be shipped
automatically to dealers. For the purpose of training, the manuals will
be distributed to technicians during the e-STUDIO2100c/3100c class.
Dealers will be charged for all documentation distributed in class.

Description Part Number

e-STUDIO2100c/3100c Service Manual TBD
e-STUDIO2100c/3100c Service Handbook TBD
e-STUDIO2100c/3100c Operator’s Manual OME05002200
E-STUDIO2100c/3100c Color Guide OME05002400
MJ-1015/1016 Finisher Service Manual 31100021

NOTE 1: Service documents for the e-STUDIO2100c/3100c will be posted on FYI

June 15, 2005. Please use current e-STUDIO211c/311c manuals until then.

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NOTE 2: Hard copy versions of Parts Manuals, and the e-STUDIO211c/311c

Service Manual and Handbook are not distributed in this class but can be ordered
using Toshiba’s standard parts-ordering procedures or via FYI.

• Unique Tools & Adjustment Jigs: Following is a list of adjustment

jigs for the e-STUDIO2100c/3100c. One set of these jigs is given to
each technician attending e-STUDIO2100c/3100c school. Dealers will
be billed at stated prices.
„ K-PWA-DLM-320 (44205829000)
„ K-PWA-DLS-320 (44205828000)
„ JIG-CLEAN-DOC (4406552140)
„ CHART-COLOR-LT (4406-552060)
„ JIG-PIN-LENS-F (4406-519390)
„ JIG-PIN-LENS-R (4406-519400)
„ TEST SHEET (4402-42CHART)
„ WRIST STRAP (100000WS)

The following jigs will be given only to the first technician trained from a
designated dealer, because only one set per dealer is required. Additional
jigs can be ordered through EID’s standard parts ordering procedure or via
FYI. Dealer will be billed accordingly.

„ ASM-JIG-DOC-314 (44220960000)
„ ASM-JIG-CRG1-2R (44218775000)
„ ASM-JIF-CRG1-2F (44218777000)
„ JIG-FUS-S2 (44217944000)
5 NOTE: The above tools are not distributed to technicians whose
dealership already has a current e-STUDIO211c/311c certified technician.

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2. TECHNICAL SUPPORT HOTLINE

• Telephone Support: Telephone support for dealer technicians is
available directly from Toshiba’s Color Support Center.
• Hours of Operation: From 6 AM to 5 PM Pacific Standard Time.
• Telephone Access Number: Contact the Color Support Center, toll-
free, at 888-879-8247, and select menu option 1 for the Color Support
Center Queue.
• Hotline Support Requirements: When calling the Color Support
Center, the calling technician must be trained on the product, or the
dealer’s Service Manager must place the call. The technician must be
at the end-user’s location and have the appropriate service-related
documents.

3. ON-SITE SUPPORT
• Dealer Support Visits: If it is determined that an on-site field visit is
needed to assist a dealer technician resolve a technical issue, the
dealer must coordinate the on-site field visit through the Color Support
Center. The Color Support Center will contact the appropriate Toshiba
Regional Service Department and have the Regional Service
Department contact the dealer.
• Scheduling of On-site Visits: A Toshiba Regional Specialist will
coordinate time and travel arrangements with the requesting dealer. At
the time of the visit, a technician trained on the product presenting the
technical issue must be available. If a visit to the end-user’s site is
required, the trained technician (or Dealer Service Manager) must
accompany the Toshiba Regional Specialist.

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4. DEALER ADMINSTERED TECHNICAL EDUCATION PROGRAM (D.A.T.E.)

• Toshiba’s Dealer Administered Technical Education Program will be
available for the e-STUDIO2100c/3100c class.

5. SPARE PARTS/PM KITS

• Spare Parts Inventory: Spare parts are available and can be ordered
through EID’s standard parts ordering procedure or via FYI.
• PM Kits: PM Kits are available for the e-STUDIO2100c/3100c.

6. WARRANTY/TQC/SOFTWARE LICENSE AGREEMENT

• Warranty Agreement: The e-STUDIO2100c/3100c is covered under
Toshiba’s warranty policy.
• Total Quality Commitment Program: The e-STUDIO2100c/3100c is
eligible for Toshiba’s TQC Program.
• Software License Agreement: Not applicable for the e-
STUDIO2100c/3100c.

The information outlined in this document is subject to change without prior notification.

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