Authorized Service Center Handbook

For the UNITED STATES and CANADA

April 2014

®
Copyright © 2014, Oki Data , Division of Oki America, Inc.
OKI®is a registered trademark of Oki America Inc.
OKI, Network Solutions for a Global Society™, OKIcare™, OKI Depot™, OKI Exchange™, and
OKI ON-Site™ are trademarks of OKI Electric Industry Co., Ltd.
Business Partner Exchange™ and BPX™ are trademarks of OKI America, Inc.

4/1/2014
TABLE OF CONTENTS
Page
Section 1 - OKI DATA SERVICE CENTERS ............................................................................. 4
1.1 How to become an Authorized Service Center ................................................... 4
1.2 Service Authorization Program ............................................................................ 5
1.3 Requirements for Service Center ......................................................................... 5
1.4 Benefits of being an Authorized Service Center ................................................ 5
1.5 Expanded Product Certifications ......................................................................... 6
1.6 How to Register on the BPX ................................................................................. 6
1.7 Oki University ....................................................................................................... 11
1.7.1 Checking your Product Certifications .............................................................. 12
1.8 Becoming Product Service Authorized ............................................................. 13
1.9 Transfer of Authorization .................................................................................... 20

Section 2 - SPARE PARTS AND CONSUMABLE INFORMATION ....................................... 21

2.1 Spare Part and Consumable Orders .................................................................. 21
2.1.1 Standard Orders ................................................................................................... 22
2.1.2 Emergency Orders ............................................................................................... 22
2.2 How to Place an Order ......................................................................................... 22
2.2.1 On-Line Orders Process ...................................................................................... 22
2.2.2 Email - Orders Process ...................................................................................... 22
2.2.3 Fax Orders ............................................................................................................ 23
2.2.4 Mail Orders ........................................................................................................... 23
2.2.5 Phone Orders ....................................................................................................... 23
2.3 Credit Terms ......................................................................................................... 24
2.4 Hours of Operation .............................................................................................. 24
2.5 Return Policy ........................................................................................................ 24
2.6 Spare Parts and Consumable Pricing ................................................................ 25
2.7 Warranty Parts Cross Shipment ......................................................................... 26
Spare Parts Order Form ...................................................................................... 27
Section 3 - PRODUCT SUPPORT ........................................................................................... 28
3.1 BPX (Business Partner Exchange)..................................................................... 28

Section 4 - WARRANTY REPAIR PROCEDURE .................................................................... 28

4.1 Warranty Claim Procedure .................................................................................. 28
4.2 Warranty Repair of Options ................................................................................ 29
4.3 Warranty/Non-Warranty Repair of Units ............................................................ 29
4.4 How to File a Warranty Claim ............................................................................. 30
4.5 Warranty Claim Status ......................................................................................... 45
4.6 Warranty Verification of Products ...................................................................... 46
Warranty Verification Form ................................................................................. 47
4.7 Warranty Reimbursement Rates U.S. ................................................................ 48
4.8 Warranty Reimbursement Rates Canada ......................................................... 50
4.9 Product Warranty Matrix ..................................................................................... 51

4/9/2014 PAGE 2
 Section 5 - DEPOT INFORMATION AND SERVICES ............................................................ 53
5.1 Depot Location ..................................................................................................... 53
5.2 Out of Warranty Product Repairs ....................................................................... 53
5.3 Printed Circuit Board Repair/Exchange Program............................................. 53

Section 6 - CUSTOMER SUPPORT CENTER ........................................................................ 54

6.1 Tech Support Hotline - Dealers Only ................................................................. 55
6.2 Customer Support................................................................................................ 55
6.2.1 my.okidata.com .................................................................................................... 55

Section 7 - CUSTOMER SERVICE – Technical Support Numbers and WEB Sites ........... 56

Section 8 - OKIcare PROGRAMS ........................................................................................... 57

8.1 SEP (Service Enhancement Programs) ............................................................. 57
8.2 OKIcare Service Enhancement Programs ......................................................... 58

Oki Warranty Claims Statement

A warranty repair covers a hardware fault and/or adjustment procedure

requiring technical skills and tools that cannot normally be performed by the
end user.
What is NOT Covered

Items NOT included under a warranty claim are:

 Operator assistance, such as paper jams, installation and relocation.
 Installation of toner, drum, transfer belt, fuser, waste toner box or any other
consumable.
 Installation of replacement paper trays or other items that are easily replaced by
the end user.
 Shipping damage caused by leaving the consumables in the machine during
shipping.
 Key operator training, color balancing or media settings.
 Problems caused by NON-Oki Data equipment.
 Damage caused by negligence on the part of the user.
 No problem found.
 Demo or stock units (parts only, no labor reimbursement).
 Equipment struck by lightning or any other “act of God”
 Failure to properly validate and provide proof of the warranty.
 Cleaning.

4/9/2014 PAGE 3
SECTION 1

OKI DATA SERVICE CENTERS

Welcome and thank you for choosing to become part of the Oki Data Authorized
Service Center Network This network has over 3000 service centers throughout the
United States and Canada and provides expert repair service for Oki Data products.
To help provide our customers with the service that is truly “best in class”, we have
developed the OKIcare™ Service and Support Programs. Features include:
 24x7x365 days toll free technical support
 An array of Service Enhancement Programs (SEP’s)
 On-line technical support through our BPX™ (Business Partner Exchange™) at
www.okidata.com
 Competitive warranty labor reimbursement rates and spare parts discounts

We constantly strive to make servicing OKI products a win-win business opportunity for
everyone.

1.1 How to become an Authorized Oki Data Service Center

You must be an authorized Oki Data Sales Reseller/Dealer before you can become Oki
Data Service Authorized. If you want to learn how to become Sales Authorized, contact
the Sr. Sales Administrator at (856) 222-7453, or choose Reseller/BPX at our home
page - www.okidata.com – click on BPX/Partner Sign Up - then click on “Join the OKI
Team”.
After receiving your Sales Dealer number, you must complete a service contract with
us. Service contracts can be obtained through the Service Programs Manager at (856)
222-7161. For Canadian Dealers, please contact the Sales/Service Administrator at
905-506-5006.
Service authorization is based on one of two criteria:
 Dealership employs a minimum of one A+ certified technician
OR
 Successfully completed of one or more Oki University programs

4/9/2014 PAGE 4
 1.2 Service Authorization Program
Some of the benefits of obtaining OKI Service Authorization include:
 Secure Internet Support Site for Authorized Oki Data Reseller/Dealers
 On-line Service and Support Reference Materials
 On-line certification programs through Oki University
 Ability to order warranty parts and submit on-line warranty claims
1.3 Requirements for Service Center
To maintain the quality of service that Oki Data customers expect, we have set the
following standards for our Authorized Service Centers:

REQUIREMENTS:
 Must be an Authorized Oki Data Sales Center.
 Must be certified on the Oki products you sell.
 Employ at least one full-time service technician at your location who meets Oki
Data certification criterion or has successfully completed Oki Data training
classes through Oki University.
 Place of business must be located within a building designated for commercial
purposes.
 Maintain a designated area for conducting service activities.
 Provide warranty service within 3 business days.
 Stock Oki Data spare parts based on support requirements of your customers.
 Complete all warranty claims online via Oki Data's Business Partner Exchange
(BPX).
 Use Oki Data’s Business Partner Exchange (BPX).
1.4 Benefits of being an Authorized Service Center
When you join the Oki Data team of Service Centers, you become eligible to participate
in our Service and Support Program. This program offers many features that will benefit
you in servicing your customers. These benefits are:
 Technical support provided by Oki Data’s BPX “Resellers/Dealers Only” Web
page at bpx.okidata.com.
 Toll-free technical support provided by the “Dealer” Hotline 7x24x365 days.
 Access to current Oki Data Recommended Spare Parts Lists (RSPL), technical
bulletins and pricing information.
 On-line PCB and Print head exchange pricing and ordering.
 Competitive warranty reimbursement rates and spare parts discounts.
 Advanced Warranty Parts Cross Ship program.
 Prepaid freight - both directions - on all warranty part shipments.
 Service referrals from the Oki Data support center.

4/9/2014 PAGE 5
 1.5 Expanded Product Certifications
Oki Data has multiple categories of printer technologies: Workgroup Color MFP,
Workgroup Color, Desktop Color MFP, Desktop Color, Mono MFP, Mono Page Printers
and SIDM (Serial Impact Dot Matrix). Gaining certification to a technology gives you
certification for products within that technology family dependant upon your Contract
status.

1.6 How to Register on the BPX

Registering on the BPX is easy. Simply go to the BPX at www.okidata.com - click on
BPX/Partner Sign Up - and follow these easy instructions.

How to Register on the BPX

Step 1
Log on to www.okidata.com and select BPX/Partner Signup

4/9/2014 PAGE 6
Step 2
Select “New to the BPX”

Step 3
Select “Request New Membership Account”

Step 4
Select your Country

4/9/2014 PAGE 7
Step 5
Enter all Dealer information then select “Continue”

Note: Dealer number is required. Obtain your Dealer number from your Manager

Step 6
Enter all personal information, then select “Continue”.

Note: Be sure to record your

password and keep it in a safe place

4/9/2014 PAGE 8
Step 7
Record your new User Name and Password

Step 8
Select your Sales e-mail Newsletter preference, then select “Continue”.

4/9/2014 PAGE 9
Step 9
Select your Support e-mail Newsletter preference, then select “Continue”.

Your registration is now complete. You will have access to the BPX within 1 hour.

1.7 A+ Registration and Updating Your Service Profile

1. While in the BPX, go to “Service.”
2. Select “Service Authorization Plan.”
3. Select A+ registration and register your A+ technicians.

Please remember, you are required to update and maintain your Service Profile
to be assured of receiving all the benefits of being Oki Data Authorized Service
Center.

4/9/2014 PAGE 10
 1.8 Oki University
Oki University is on-line product-based testing that you can take to gain certification on
a wide range of Oki products.
Everyone with access to Oki Data's BPX has an established OKI University Profile.
This profile lists items such as whether you are service or sales authorized.

Depending on your Profile, you will be given the opportunity to complete various OKI
Degree Programs. These programs have been designed to provide you with the OKI
product information you need to support your customers.

How to Get an OKI UNIVERSITY "Degree"

1. Register for OKI-U at Admissions (you must already be a registered BPX User).

Checking Your Product Certifications

Step 1
From the Warranty Claims home page select “Check My Certifications”

All of your current product certifications will appear. To become certified on

additional products visit “OKI University”.

Service Authorization Degrees are offered for the following technologies; Mono Printer,
Mono MFP, Desktop Color Printer, Desktop Color MFP, Workgroup Color, Workgroup
Color MFP, and SIDM.

4/9/2014 PAGE 11
 BPX Home

BPX Home

Becoming Product Service Authorized

Step 1
Select “OKI University Training” from the Home page.

4/9/2014 PAGE 12
Step 2
Select “For Service Training”

Step 3
Select from the column on the left the product technology that you wish to become
authorized for.

Step 4
Select the “Technology Study Guide & Practice Exam”

4/9/2014 PAGE 13
The “Technology Study Guide” provides all of the information needed to study for the technology
you wish to be authorized for. It includes convenient links to all of the documentation needed to
successfully complete the course and also provides the exam questions so that you can prepare for
the exam at your own pace. Once you have all of the answers you simply answer the questions on
the online exam and you are done.

Technology Exam Questions

l d d

Once you have obtained the information from the “Technology Study Guide” it is time to view the
training presentation.

4/9/2014 PAGE 14
Step 5
Select the “Training Presentation”.

You can “Open” and view the presentation or “Save” the presentation to your
computer. We recommend that you save the presentation so that you can view the
training at your leisure. The presentation is broken down into modules so that you
can complete the training in steps if needed.

As you view the presentation, record your answers on the exam sheets provided in
the “Technology Study Guide”

4/9/2014 PAGE 15
Step 6
Take the online exam.

4/9/2014 PAGE 16
Once you are prepared for the exam select “Start” and complete the questions. Use
caution when answering. Even though you have all of the questions answered on
your exam sheet, the order of the questions in the online exam may be presented at
random and may not follow the pre study exam sheet.

YOUR NAME

Select your answers from the options at the bottom and then select “Next
Question”.

Once completed select “Save my Final Results”

4/9/2014 PAGE 17
Step 7
Complete the Survey.

Step 8
Print Your Certificate.

4/9/2014 PAGE 18
1.9 Transfer of Authorization
If a technician who is certified to service Oki Data products leaves their present
authorized Oki Data Center, their A+ Certification or Oki University Certification will
follow the technician. However, the certification will not stay with the authorized Oki
Data Service Center once the technician leaves.
The Authorized Oki Data Service Center must hire a replacement, providing there was
only one certified Oki technician on the premises. The Oki Data Authorized Service
Center must contact the Service Programs Manager at (856) 222-7161 immediately
after the technician leaves the Center. In Canada, please contact the Sales/Service
Administrator at (905) 608-5006. The new replacement will have to re-register on the
BPX.
The replacement of the technician should occur within 30 days. Within this 30 day
period, repair work on Oki Data product can continue until the technician is replaced. If
a replacement does not occur within that time period, the Center will be made inactive
until a replacement can be found. Oki Data must be notified and supplied the
necessary documentation.
When a technician leaves the Oki Data Authorized Service Center, their new place of
employment must be authorized to sell Oki products and be able to furnish an Oki Data
authorized dealer number to acquire service authorization.
Please contact the Service Programs Manager at (856) 222-7161 for transfer of
authorization or (905) 608-5006 in Canada, the Sales/Service Administrator.

4/9/2014 PAGE 19
SECTION 2

SPARE PARTS AND CONSUMABLE INFORMATION

Oki Data’s goal is to make the ordering of spare parts and consumables a simple
process. To that end our Order Processing Center is staffed to process your orders in
an accurate and timely manner.
All authorized Oki Data Service Centers may order spare parts and consumables
through the following:
 On-line at www.okidata.com (excluding BTA/MFP Dealers)
 Call our Order Processing Center (800) 727-8654 (In Canada’s (905) – 608-
5005
 Fax your order to (856) 222-5022 (In Canada’s (905) 608-5045)

In addition you can use our national parts distributors. For the U.S. it is Seneca Data
(800-227-3432). In Canada, it is Canada Parts Now (877-246-2133). Both distributors
offer extended hours Mon – Fri, 8am to 7pm ET, net terms, same-day shipment, online
ordering, account and order status.

2.1 Spare Part and Consumable Orders

All orders are subject to acceptance by Oki Data and the availability of the requested
parts. Our parts have a 90-Day Spare Parts Warranty (Note: Dot Matrix print heads
have a one-year warranty).
Note: While parts are in-transit or in the possession of the authorized Service Center,
the reseller/dealer and its insurers, if any, are responsible for all risks of loss or damage
to the Oki Data product.
When placing an order, the following information is required (see enclosed Order
Form):
 Authorized Reseller/Dealer #
 Contact Name and Phone #
 Purchase Order #
 Part # and Quantity
 Ship to and Bill to
 Carrier (if other than Oki Data’s preferred carrier, please provide account
number)
 Request Delivery Date
 Fax # (if available)

4/9/2014 PAGE 20
 2.1.1 Standard Orders
Standard orders may be placed by fax, mail or phone. The shipping time is next day
from receipt of order (subject to availability). Unless otherwise specified by the
reseller/dealer, orders are shipped by UPS (in Canada FedEx) or best way. There is a
$25.00 minimum charge on all standard orders for authorized Reseller/Dealers.
Reseller/dealers must provide their account number for a carrier other than Oki Data’s
preferred.

2.1.2 Emergency Orders

Emergency orders must be placed by phone. Orders will be shipped that same day if it
is received before 4:45 p.m. ET (3:00 p.m. ET for Canada) (subject to availability). The
following terms and conditions apply for emergency orders:
 All authorized Service Centers retain their discount.
 No minimum order value is required.
 A $25.00 handling fee will be charged for each emergency order.
 Orders are limited to three (3) line items and three (3) parts per line.
 The authorized Service Center must pay all shipping charges.

2.2 How to Place an Order

Oki Data’s Order Processing Center will accept spare part and consumable orders on
line, e-mail, fax, mail or phone.

2.2.1 On Line Orders Process (excluding BTA/MFP Dealers)

To place a parts order on line, you must first be registered into the BPX. First time e-
commerce users register as follows:
1. Sign onto BPX (www.okidata.com)
2. Select “Service Center”
3. Select “On-Line Ordering”
4. Select “Register and Order Directly Though OKI”
5. Select “Register to Receive Your Login and Password”
Upon completion, allow 2 – 4 business hours before you receive an e-mail verifying
your Login and Password and account activation.
You can now order your spare parts on-line. In addition to being able to place an order,
you can get real time product availability status, price (at SKU level), order status
tracking information, plus the ability to designate drop shipments (U.S.only).
2.2.2 E-mail Orders Process
Orders may be e-mailed to the following addresses:
U.S. – orders@okidata.com Canada – okicaorderentry@okidata.com

4/9/2014 PAGE 21
 2.2.3 Fax Orders Process
Oki Data accepts all orders by fax 7x24x365 days. Orders should be sent to the
attention of the Order Processing Center. A confirming fax will be sent within the next
business day.

U.S.:
FAX: (856) 222-5022
ATTN: Order Processing Center

Canada:
FAX: (905) 608-5045
ATTN: Order Processing Center

2.2.4 Mail Orders Process

Mail orders should be sent to the attention of the Order Processing Center.

U.S.:
Oki Data
2000 Bishops Gate Boulevard
Mount Laurel, NJ 08054-4620
ATTN: Order Processing Center

Canada:
Oki Data
4140B Sladeview Crescent Units 7 & 8
Mississauga, Ontario L5L 6A1
ATTN: Order Processing Center

2.2.5 Phone Orders Process

Orders may be placed by calling the Order Processing Center. You must have your
Authorized Reseller/Dealer Number to place an order.

U.S.: Phone: (800) 727-8654

Canada: Phone: (905) 608-5005

NOTE: There is a maximum of six (6) line items per standard phone order.

4/9/2014 PAGE 22
 2.3 Credit Terms
Credit terms for Oki Data Spare Parts and Consumables are:
CREDIT Terms are available to Dealers who purchase a minimum of $500 per
month. To establish credit terms contact our Accounting Department at
(856) 222-7179
CREDIT AMEX, VISA, and Master Card. All credit card orders are placed with a
CARD shipping and handling fee as follows (no minimum required):
US
o UPS Ground - $7.50 for the first 3 lines and $1.00 for each
additional line
o UPS Next Day - $25.00 for the first 3 lines and $1.00 for each
additional line

Canada
o FedEx Ground - $10.00 per order
o FedEx Air - $15.00 per order

Puerto Rico
o 2nd Day Delivery - $20.00 for the first 3 lines and $4.00 for each
additional line
o Standard Overnight Delivery - $35.00 for the first 3 lines and
$5.00 for each additional line
o
NOTE: Oki Data reserves the right to adjust the shipping and handling
fees based upon weight or size of package.

2.4 Hours of Operation – Order Processing Center

The Oki Data Order Processing Center is open M-F 8:30a.m. - 5:30 p.m. (Canada
8:30a.m. – 5:00 p.m.) ET (excluding holidays).
Fax orders can be placed 24 hours a day, seven (7) days a week, and will be
processed by the next business day.

2.5 Return Policy

Oki Data accepts spare part returns only if the following requirements are met:
 Part(s) must be free of damage or defect from abuse, unauthorized modification,
neglect or disaster.
 Parts must be returned in their original packaging and in good condition for
resale.
 A 20% restocking fee is charged for returns due to dealer ordering error or
overstocking.

4/9/2014 PAGE 23
 To receive authorization to return a Spare Part call (800) 727-8654 or fax (856)
222-5022. In Canada call (905) 608-5005 or fax (905) 608-5045.

NOTE: Oki Data will not accept returned parts without prior approval. They
will be returned to you at your expense.
Please have the following information ready when calling to request a return
authorization:
 Center Name
 Authorized Center Number
 Purchase Order Number
 Invoice Number
 Order Acknowledgment Number
 Reason for return
 Fax Number (if applicable)
After we have verified that you have met all of the qualifications, you will be issued a
Return Goods Authorization (RGA) number.
After you have been issued an RGA number, properly package the part(s) and return it
to:

U.S.:
Oki Data
2000 Bishops Gate Blvd.
Mt. Laurel, NJ 08054-4620
RGA #

Canada:
Oki Data
4140B Sladeview Crescent Units 7 & 8
Mississauga, Ontario L5L 6A1
RGA#
NOTE: The RGA number MUST be clearly marked on the outside of the box.
Failure to put this number on the outside of the shipping container may result
in your not receiving credit for the returned items.

2.6 Spare Parts and Consumables Pricing

Spare part pricing information may be found by the following methods:
1. List prices may be found on the BPX at bpx.okidata.com. Please note that your
contracted spare parts discount rate applies only to spare parts, not
consumables.
2. Spare parts and consumable price information is available by calling
(800) 727-8654. In Canada call (905) 608-5005.

4/9/2014 PAGE 24
 Please have your part number and description ready for the Order Entry Coordinator.
Part numbers can be obtained on the BPX under “Service.”

2.7 Warranty Parts Shipment

If you require a warranty replacement part(s), please follow these steps:
 Visit the BPX at www.okidata.com
o Select “Service”
o Choose “Warranty Claims”
 Complete a warranty claim and enter the part(s) needed
 OKI will ship the part(s) to you
The requested part will be shipped the same day if the order is received before 4:45
p.m. ET. (3:00 p.m. ET in Canada) pending parts availability.
NOTE: You are required to return PCBs, print heads and power supplies, and any
other parts requested by Oki Data.
If required a Return Order will be generated at the time of parts ordering. Please
ensure returned parts are properly packed.
From the on-line Warranty Claim System, print out the ”Returnable Parts
Packing List” include this list in the box with the returnable parts and write the
Return Order Number on the outside of the box. This will assure correct credit at
the time of receipt.

The Warranty Parts Program has the following restrictions:

1. You must be an Oki Data Authorized Service Center and be certified for the
particular product in repair. No reimbursement will be processed until the
Center is fully authorized and certified to service the product in repair.
2. No more than 10 different parts can be ordered per Warranty Claim.
3. Only the required number of a parts used in a product may be ordered.
4. All part shipments are subject to availability.
5. Warranty Claim reimbursement will be withheld until all returnable parts are
received by Oki Data.

4/9/2014 PAGE 25
SPARE PARTS ORDER FORM

Oki Data® SERVICE CENTER

SPARE PARTS ORDER FORM Order Number ______________________________
FAX: (856) 222-5022 US
FAX: (905) 608-5045 CANADA

Dealer # -_________ Date: /_____/______

Customer Name: P.O.#

Customer Phone:
Fax:

Customer#
Requested Ship Date: Carrier: (If other than Oki Data’s preferred
____/____/____ carrier, please provide account number).

Bill to Address: Ship to Address:

Part Number Description Model Quantity Requested

4/9/2014 PAGE 26
SECTION 3

PRODUCT SUPPORT

3.1 BPX (Business Partner Exchange)

The BPX gives our authorized Service Centers access to a large array of technical and
product information:
 Spare Part Information
 Technical Service Bulletins
 Recommended Spare Parts List and Pricing
 Service Enhancement Program Brochures, Pricing and Order Forms
 Downloadable maintenance tools and a wide array of other technical documents
 Sales Information
 Product Information
 Current Entitlement Rights
 Warranty Claims

SECTION 4

WARRANTY REPAIR PROCEDURE

4.1 Warranty Claim Procedure

To receive reimbursement for warranty repairs, you must follow these steps:
1. You must first be registered on the Oki Data Business Partner Exchange (BPX).
2. All warranty claims must be filed through the BPX
3. After completing a warranty claim, if a part(s) are required to be returned, see
section 2.7 above.
4. Properly pack all items. A return freight kit is included for all authorized Service
Centers within the 48 contiguous United States and Canada. Please fill out the
peel-off label with the appropriate information and attach it to the outside of the
box. For those Authorized Service Centers in Alaska, Hawaii, and Puerto Rico,
defective parts are shipped to Oki Data freight prepaid.
5. If Proof of Purchase information has been updated within the Warranty Claims
System the Authorized Service Centers should keep a copy of the end user's
Proof of Purchase. You should attach it to the warranty claim and keep it on file for
a minimum of one year. Oki Data reserves the right to audit any warranty claims
filed for labor or part reimbursement.
6. Warranty claims payments are issued at least monthly.
7. Oki Data will, at its option, replace parts with new, repaired, or refurbished items.
4/9/2014 PAGE 27
 4.2 Warranty Repair of Options
Product Options include, but are not limited to, PROM sets, serial interface boards,
feed tractors, and paper trays. Options are defined as items provided by Oki Data for
installation or connection to an Oki Data Printer. Options submitted for warranty repair
must include a copy of the customer’s proof of purchase.
The following conditions apply to a Warranty Claim for repair of an Option:
1. The customer must furnish proof of purchase for the Option.
2. Failure of Options must have occurred within the Option’s warranty period.
3. If an in-warranty Option has caused the failure of an out-of-warranty printer, the
entire repair is warranted and done at no charge to the customer.
4. If, while installing the Option, the customer caused the defect to occur, the entire
repair is chargeable to the customer.
5. Reimbursement will be made at the normal labor reimbursement rate through the
warranty claim procedure outlined in Section 4.4.
6. If the service center does not have the parts to repair the product, the Warranty
Parts Shipment Procedure (Section 2.7) should be used.
7. If a service center is unable to repair the customer’s unit, follow the Depot
Warranty Repair procedure in Section 4.3. Reimbursement will not be credited to
the Authorized Service Center in this situation.
NOTE: The service center cannot accept an Option only for repair. The entire
printer plus the Option must be brought in for evaluation and repair. The service
center must verify proper installation of the Option.
All connections, switch settings, PROM installations and external cables, if possible,
must be checked to determine if the problem is due to failure of the Option or
possible installation-related problem.

4.3 Warranty/Non-Warranty Repair of Units

If the Authorized Service Center is unable to repair a customer’s in-warranty and/or
non-warranty unit and would like to send it to Oki Data Depot for repair (this option is
available in the U. S. only), the following procedure should be followed:
1. Contact an Oki Data Service at 1-800-OKI-DATA, and obtain a Return Goods
Authorization (RGA) #.
2. The RGA Representative will need the following information:
 Oki Data Reseller/Dealer Number
 Customer #
 Name
 Problem Description
 Serial Number
 Model Type
4/9/2014 PAGE 28
 3. Return the unit, freight prepaid, along with all parts previously sent to you (if any),
and a printed copy of the Warranty Claim form regarding this repair (if in
Warranty) to the location as instructed by the service representative. Be careful to
follow the proper packaging instructions for the particular unit you are returning.
4. The RGA# must be clearly marked on the outside of the shipping carton. A
copy of the customer proof of purchase (if in Warranty) must also be included.
5. After the repair has been completed the unit will be returned to you or your
customer as you prefer.
NOTE: Warranty reimbursement will not be credited to an Authorized Service
Center in this situation.
Depot repair in Canada is currently not available

4.4 How to file a Warranty Claim through the

Business Partner Exchange (BPX)
Filing warranty claims through the BPX is simple. Just sign onto the BPX (at
www.okidata.com). The BPX link is in the bottom right corner of the homepage. Then
select “Warranty Claims” from the Quick Links column.
Before filing a warranty claim please have the following information:
 Product serial number
 List of parts you need for the repair
 Customer’s name, address, and phone number
Your claims are submitted the moment you complete them. It’s that simple.
Here are some of the benefits of using our Warranty Claims system:
 Automatic warranty authorization
 Online ordering of warranty parts
 Overnight shipment of warranty parts
 Automatic identification of parts required to be returned to Oki Data
 Fast payout on claims

Detailed instructions for using our Warranty Claims system are on the following pages.

4/9/2014 PAGE 29
 Checking Your Warranty Entitlements
Step 1
From the Warranty Claims Portal home page select “Check Warranty Entitlement”

Step 2
Select the product from the dropdown, enter the serial number and select “Check
Entitlement”.

Your current product entitlement will appear. In the example below you have no
product entitlement for this particular product. To obtain the entitlement for this

4/9/2014 PAGE 30
product you must be service authorized. To check your service authorization, select
“Check My Certifications”. To learn how to become service authorized please see
the publication “How to become Service Authorized” on page 10.

No Current Entitlement

Y
Y
Y

Current Entitlement

4/9/2014 PAGE 31
 Accessing the Warranty Claims System

Step 1
Log on to: www.okidata.com and select BPX/Partner Signup

Note: The Warranty Claims system is part of the BPX portal and
requires a log in. Dealers should have their BPX login and
password available when needed.

Note: The Warranty Claims system is part of the BPX portal and requires a log in. Dealers should
have their BPX login and password available when needed.

4/9/2014 PAGE 32
Step 2
Enter Your User Name and Password

Step 3
Select “Warranty Claims” from the Quick Links column.

4/9/2014 PAGE 33
You now have access to the “Warranty Claims Portal”

This portal will allow you to:

• Check Your Warranty Entitlements

• Check Your Product Training Certifications

• Start a Warranty Claim

• Order Parts

• Finish a Warranty Claim

• Check Your Warranty Claim Status

• Print a Returnable Parts Packing List

4/9/2014 PAGE 34
 Submitting a Warranty Claim
To expedite the warranty process, before filing a warranty claim it is important that
you have the following Information available:

• Product serial number

• List of parts you need for the repair

• Customer’s name, address, and phone number

This portal will allow you to:

• Check Your Warranty Entitlements

• Check Your Product Training Certifications

• Start a Warranty Claim

• Order Parts

• Finish a Warranty Claim

• Check Your Warranty Claim Status

• Print a Returnable Parts Packing List

4/9/2014 PAGE 35
Step 1
To Submit a Warranty Claim Select “Start a Claim”

Step 2
Enter the model and serial number of the OKI product and click “Next”:

4/9/2014 PAGE 36
Step 3
Depending on the product’s warranty you may proceed to enter a “Proof of Purchase” or create a
claim based on the existing warranty. In this example we are going to enter the Proof of Purchase. If
you do not enter a Proof of Purchase, and you do have a warranty, the claim allows you to create a
claim based on the existing entitlements. Creating a claim in this manner will lead directly to the
customer information screen. When entering the Proof of Purchase Screen enter in the proof of
purchase date for the product and click “Submit”.

NOTE: The Service

Provider must retain a
copy of the Proof of
Purchase for at least
one year for possible
diti b OKI

When entering the Proof of Purchase Screen enter in the proof of purchase date for the product and
click “Submit”.

4/9/2014 PAGE 37
Once the updated warranty is displayed, click “Yes” to continue with the claim.

Once the Proof of Purchase is entered the claim opens to the “Customer Information” and “Problem
Reported” screen. Enter in the customer information (if it’s not pre-populated) and the problem
information. Then click “Next”. A processing bar appears on the screen. It may take a few seconds
for the information to be processed and to retrieve a claim number.

Note: All items with the Red asterisk (*) are required fields.

4/9/2014 PAGE 38
Once the claim has been submitted and processed, the system returns to the Claim Number screen
as shown below.

At this point you can:

• Order Parts

• Finish the Claim

• Exit the Claim

Step 4
Select “Order Parts”

Once “Order Parts” is selected, the “Ship To” Information screen opens. At this
point the shipping Information for the existing claim may be edited. Editing of the
shipping information is only permitted once per claim. In this example the shipping
information is correct, so we select the “Yes” button.

4/9/2014 PAGE 39
Once the “Ship To” screen is complete, the “Order Parts” screen displays. At this
point enter the parts that are needed and select “Next”. Enter the Description, Part
Number, & Quantity.

Verify that the information entered is correct and select “Submit” to process the
parts order. A processing bar appears on the screen. It may take a few seconds for
the information to be processed.

4/9/2014 PAGE 40
Once the parts order is submitted, the Parts Ordering Complete Screen opens. At
this point you can:
• Start a new claim

• Finish Claim

• Go to Claim Status

• Go to Claims Home

4/9/2014 PAGE 41
 Ordering Parts on an Existing (unfinished) Claim
There are times when you will have a claim that has not been completed due to the
fact that part numbers may not be readily available when needed. In this event you
can return to the claim and add the part numbers and complete the claim.

Step 1
To order parts for existing open claims select “Order Parts” from the side menu.

Step 2
Select the claim number that you wish to order parts for and proceed through the
parts ordering process as noted earlier in this presentation.

4/9/2014 PAGE 42
 Completing an Open (unfinished) Claim

Step 1
To complete an existing “Open” claim select “Finish Claim” from the side menu.

Step 2
A list of open claims that can be finished will open. Select a claim number to finish a
particular claim. Proceed through the process as noted earlier in this presentation.

4/9/2014 PAGE 43
 4.5 Warranty Claim Status
You can also check status of your Warranty Claim through the BPX “Warranty Claims”
link. In this section, you can:
 Check the status of a claim.
 Review completed claims.
 Check payment status.
 Obtain general information on Oki Data’s warranty claim process.

Checking Your Warranty Claim Status

You can also check status of your Warranty Claim through the BPX “Warranty Claims” link.

4/9/2014 PAGE 44
 4.6 Warranty Verification of Products
If a customer does not have a proof of purchase and claims to have purchased the
product within the last year, you have two options. You can determine within seconds if
the unit is under warranty by typing in the unit’s serial number in the second screen
under “Warranty Claims”. Also, you may contact Oki Data for product warranty
verification by:
1. Fax the completed warranty verification form located in Section 4.6 of this manual,
to (856) 222-5197.
Include in your fax the following information:
 Reseller/Dealer #
 Dealer Name
 Address
 Fax #
 Contact Name
 Product Serial #
 Product Type (model)
 Estimated date of purchase
We will respond to your fax within four (4) business hours to confirm the warranty
claim.
2. If we confirm the product is still under warranty, attach Oki Data’s fax response in
place of the proof of purchase, when submitting your warranty claim form.
Warranty Claims Exceptions – What is NOT Covered

A warranty repair covers a hardware fault and/or adjustment procedure requiring

technical skills and tools that cannot normally be performed by the end user.

Items NOT included under a warranty claim are:

 Operator assistance, such as paper jams, installation and relocation.
 Installation of toner, drum, transfer belt, fuser, waste toner box or any other
consumable.
 Installation of replacement paper trays or other items that are easily replaced by
the end user.
 Shipping damage caused by leaving the consumables in the machine during
shipping.
 Key operator training, color balancing or media settings.
 Problems caused by NON-Oki Data equipment.
 Damage caused by negligence on the part of the user.
 No problem found.
 Demo or stock units (parts only, no labor reimbursement).
 Equipment struck by lightning or any other “act of God”
 Failure to properly validate and provide proof of the warranty.
 Cleaning.

4/9/2014 PAGE 45
WARRANTY VERIFICATION FORM
TO: Oki Data Warranty Claim Department
Fax Numbers for Field Service Operations Center
U.S. (856) 222-5197

FROM

DEALER #

NAME

ADDRESS

REQUESTER

FAX#

PHONE#

PLEASE VERIFY THE WARRANTY ON THE FOLLOWING UNITS:

Warranty Warranty
Model Serial Number Customer No Yes Expiration
Date

4.7 Warranty Reimbursement Rates U.S.

Oki Data Service Center Warranty Reimbursement Rates for Mono, SIDM, MFP and Color
products are listed below.
NOTE: Prices are in U.S. dollars and subject to change at the sole discretion of Oki Data.

4/9/2014 PAGE 46
 Warranty Reimbursement Rates for
Standard Oki Data Service Dealers
Product 1ST 90 1 Year 2 Year 3 Year 1 Year On 2 Year 3 Year
Days Depot Depot Depot Site On Site On Site
On-site Carry In Carry In Carry In
MONO LED
B400 Series $65

B4000 Series $65

B700 Series $65 $100
B930 $135
SIDM
ML 186 Turbo $40
ML 320/1/390/1/T $40
ML 395/C $40
ML 420/1/490/1T $40
ML 600 Series $40
ML 1120 $40
ML 8810 $40
PM 3410 $40 $100
PM 4410 $40 $100
COLOR LED
C331 Series $75 $100
C531Series $75 $100
C610 Series $75 $110
C711 Series $85 $135
C711w $135
C831 Series $85 $135
C9650 Series $85 $135
C911/931 Series $85 $135
C941 Series $200 $125 $200
MONO MFP
MB400MFP Series $65 $100
MB4x1MFP Series $65 $100
MB760/770MFP Series $75 $120
MB780/790MFP Series $75 $120
COLOR MFP
MC362MFP $75 $110
MC562MFP $75 $110
MC770/780 Series $75 $110
MC860MFP $75 $135

4/9/2014 PAGE 47
 Warranty Reimbursement Rates for
Standard Oki Data Service Dealers – MPS Products
Product 1ST 90 1 Year 2 Year 3 Year 1 Year 2 Year 3 Year
Days Depot Depot Depot On Site On Site On Site
Carry In Carry In Carry In
MONO LED
MPS420b $65 $100

MPS730b $65 $100

MPS5501b $65 $100
MPS930b $135

COLOR LED
MPS610c $75 $110
MPS711c $85 $135
MPS9650c $85 $135

MONO MFP
MPS480mb $65 $100
MPS4200mb $65 $100
MPS4700mb $65 $100
MPS5502mb $75 $120
MPS5500 Series $75 $120

COLOR MFP
MPS2731mc $75 $120
MPS3537 Series $75 $120
MPS4242 Series $75 $120
CX2633 $85 $135
CX3535/4545 $150 $85
Note: Rates in RED are for product with entitlement upgrades during original or extended
warranty period.

4.8 Warranty Reimbursement Rates Canada

Oki Data Service Center Warranty Reimbursement Rates for Mono, SIDM, MFP and Color
products are listed below. For up to date current authorizations and reimbursement rates for
your service center please check the BPX under Service Authorization Plan.

NOTE: Prices are in Canadian dollars and subject to change at the sole discretion of Oki
Data.

4/9/2014 PAGE 48
 Warranty Reimbursement Rates for
Standard Oki Data Service Dealers (CAD)
1ST 90 1 Year 2 Year 3 Year 1 Year On 2 Year 3 Year
Product Days Depot Depot Depot Site On Site On Site
On Site Carry In Carry In Carry In
MONO LED

B400 Series $92

B4000 Series $92

B700 Series $92 $100

B930 $155

SIDM
ML 1120 $58 $58

ML 186 Turbo $58

ML 320/1/390/1/T $58

ML 395/C $58

ML 420/1/490/1T $58

ML600 Series $58

ML 8810 $58

PM 3410 $58 $144

PM 4410 $58 $144

COLOR LED
C331 Series $98 $127

C531 Series $98 $127

C610 Series $98 $127

C711 Series $98 $155

C711W $98 $155

C830/831 Series $98 $155

C9650 Series $98 $155

C911/931 Series $98 $155

C941 Series $200 $125

MONO MFP
MB400 MFP Series $92 $127

MB4x1 MFP Series $92 $127

MB760/770 MFP $92 $155

MB780/790 MFP $92 $155

COLOR MFP
MC362 MFP $98 $138

MC562 MFP $98 $138

MC770/780 Series $98 $138

CX2731MFP $98 $155

MC860MFP $98 $155

CX2633MFP $98 $155

CX3535/4545 $155

4/9/2014 PAGE 49
 Warranty Reimbursement Rates for
Standard Oki Data Service Dealers (CAD)
1ST 90 1 Year 2 Year 3 Year 1 Year On 2 Year 3 Year
Product Days Depot Depot Depot Site On Site On Site
On Site Carry In Carry In Carry In
MONO LED

MPS420b $92 $100

MPS730b $92 $155

MPS5501b $92 $115

MPS930b $155

Color LED
MPS610c $98 $127

MPS711c $98 $155

MPS9650c $98 $155

SIDM
MPS480mb $92 $127
MPS4200mb $92 $127
MPS4700mb $92 $127
MPS5502mb $92 $155
MPS5500 Series $92 $155
MPS2731mc $98 $155
MPS3537 Series $98 $155
MPS4242 Series $98 $155

Note: Rates in RED are for product with entitlement upgrades during original or extended
warranty period.

4.9 Product Warranty Matrix

For the entire warranty statement please refer to the user documentation included with
the product, or check the BPX under Products for the current warranty on all Oki Data
products.
NOTE: Upgrades of service programs available. See Section 9.

Model On Site Overnight Depot Printhead Comments

Repair Exchange Repair Replace
B400 Series 1 Year 1 Year P/L 5 Year Parts Carry/Ship to
B4000 Series 1 Year 1 Year P/L 5 Year Parts any
B700 Series 1 Year 1 Year P/L
B721/731 Series 1 Year 1 Year P/L 5 Year Parts Authorized
B930 1 Year No 1 Year P/L Service Center

C331 Series 3 Year P/L 5 Year Parts

C531 Series 3 Year P/L 5 Year Parts

4/9/2014 PAGE 50
 C610 Series 1 Year 1 Year P/L 5 Year Parts
C711 Series 1 Year 1 Year P/L 5 Year Parts Carry/Ship to
C711w Series 1 Year No 1 Year P/L 5 Year Parts any
C831 Series 1 Year No 1 Year P/L 5 Year Parts Oki Data
C911 1 Year No 1 Year P/L 5 Year Parts Authorized
C931 1 Year No 1 Year P/L 5 Year Parts Service Center
C941 90 Days No 90 Days 5 Year Parts
C9650 Series 1 Year No 1 Year P/L 5 Year Parts

MB400 Series 1 Year 1 Year P/L Carry/Ship to

MB4x1 Series 1 Year No 1 Year P/L 5 Year Parts
MB760/770 Series 1 Year No 1 Year P/L 5 Year Parts Any Oki Data
MB780/790 Series 1 Year No 1 Year P/L

MC362/562 3 Year P/L 5 Year Parts Authorized

MC770/780 1 Year No 1 Year P/L 5 Year Parts
MC860 1 Year No 1 Year P/L 5 Year Parts Service Center
*1 Year 5 Year Parts
CX2731MFP 1 Year P/L Labor

*3 Year *3 Year 5 Year Parts *Warranty to

CX2633MFP Parts/ No Parts/ Dealer –
1 Year 1 Year Customer
Labor Labor
CX3535/4545 90 Days No 90 Days *Warranty to
MFP P/L Dealer –
Customer

ML 1120 No No 2 Year P/L 2 Year P/L Carry/Ship to

ML 186T No No 3 Year P/L 2 Year P/L
ML320T/321T No No 1 Year P/L 1 Year P/L
ML 395/C No No 1 Year P/L 1 Year P/L Oki Data
ML 420/421 No No 3 Year P/L 2 Year P/L
ML 490/491 No No 3 Year P/L 2 Year P/L
ML 600 No No 3 Year P/L 2 Year P/L Authorized
ML 8810 No Yes 1 Year P/L 1 Year P/L
Pacemark 3410 1 Year No 1 year P/L 1 Year P/L
Pacemark 4410 2 Year No 2 Years 1 Year P/L Service Center
P/L

4/9/2014 PAGE 51
SECTION 5

DEPOT INFORMATION AND SERVICES

To assist Dealers requiring additional repair service, Oki Data maintains depot service
facilities. Staffed by professionally trained technicians and stocked with a complete
inventory of spare parts and supplies, Oki Data Service Depots back our Authorized
Service Centers with a full range of repair services for all Oki Data products. For more
information, contact OKI DATA at 1-800-OKIDATA (1-800-654-3282).

5.1 Depot Location

Depot
Oki Data
2000 Bishops Gate Blvd.
Mount Laurel NJ 08054

5.2 Out of Warranty Product Repairs

See Section 4.3, "Warranty/Non-Warranty Repairs."
Products requiring service after the warranty expires may be repaired by the Oki Data
Depot.
Oki Data Depot Flat Rate Repairs include parts, labor and return freight charges (via
Ground shipment). Flat Rate repair does not include consumables, missing parts or
damaged parts.

5.3 Printed Circuit Board, Power Supply and Printhead Refurbished

/ Exchange Program
An Authorized Service Center can order non-warranty refurbished printed circuit
boards, power supplies and print heads from Oki Data for advanced exchange. All
PCB’s, power supplies and print head cores returned under this program must be in
repairable condition.
Defective printed circuit boards, power supplies and print heads that are broken or
physically damaged beyond repair WILL NOT be accepted under this program, and will
be returned “Freight Collect.”
Note: Defective parts that are not returned with 30 days or returned parts that are
deemed un-repairable will be billed at the then current new part cost.
Return only the printed circuit board, power supply and/or print head for repair, not the
entire printer.
complete list of PCB’s, power supplies and print head exchange rates is available on
the BPX. Prices are subject to change without notice.

4/9/2014 PAGE 52
 U.S.:
Oki Data
2000 Bishops Gate Blvd
Mount Laurel, NJ 08054
RA#

Canada:
Oki Data
4140B Sladeview Crescent Units 7 & 8
Mississauga, Ontario L5L 6A1
RA#

The RGA number must be clearly marked on the outside of the package for prompt
processing. Oki Data will not accept any responsibilities for packages without the RGA
number clearly marked on the outside of the package.
Upon receipt of the defective part(s), Oki Data will inspect to verify that the part(s) are
not subjected to abuse, misuse, misapplication or accident.

NOTE: All PCB’s are shipped WITHOUT PROM’S and/or memory chips. You
MUST remove these parts from any board sent in for repair under this
program. Failure to do so will result in loss of PROMs.

SECTION 6

CUSTOMER SUPPORT CENTER

Oki Data provides support for its Reseller/Dealers and end users. This support is
divided into two areas:
TECHNICAL SUPPORT HOTLINE FOR RESELLER/DEALERS ONLY
GENERAL CUSTOMER SUPPORT & TECHNICAL SUPPORT FOR ALL USERS

6.1 Tech Support Hotline - For Dealers Only

Printer Dealers: (800) 634-0089
BTA Dealers: (800) 654-1000
Managed Services: (888) 654-6264
Product Support Information www.okidata.com
Business Partner Exchange www.bpx.okidata.com
(BPX ) Login Required

These toll free support numbers are for Authorized Sales and Service Centers only and
gives you priority service. Please have your Oki Data dealer number ready. Our
technical support staff will answer your call and assist you with:

4/9/2014 PAGE 53
  Assembly-level trouble shooting
 Switch setting/ cabling/system hook ups
 Software driver selection
 Operating procedures
 Part number and pricing information
6.2 Customer Support
PHONE: (800) OKI-DATA (800-654-3282)
FAX: (856) 222-5010
Email: support@okidata.com

We understand your time is valuable so Oki Data has organized its Customer Support
Center to provide you fast, complete answers to your questions. We use a simple
phone menu tree to route your call to the technicians most knowledgeable about your
product.

We provide similar service as the Dealer Hotline, on a toll-free basis. We are here
7x24x365 days to assist you and your customers.

Please provide these numbers to end users when you are not able to satisfy their
technical needs.

6.2.1 my.okidata.com
You can have a customized view of our website for a more personalized view into
those areas that most interest you. This is called “my.okidata.com”:. It offers support,
solutions and more, all personalized for the end user and the specific OKI printer or fax
they own. Key benefits include:
 It is Free
 Available 24 hours a day, 7 days a week
 Personalized for easy access to all specific information and product
documentation from a single personalized page

 Reminders and Notices: Track warranty, notification of key updates, new drivers,
news or support information (if chosen)
 Automatic product registration at the same time you set up your my.okidata.com
registration.
 Track email support communications and responses from Customer Support.

4/9/2014 PAGE 54
 SECTION 7

CUSTOMER SERVICE - TECHNICAL SUPPORT NUMBERS

and WEB Sites

DEALER TECHNICAL HOTLINE PHONE: 800-634-0089

FAX: 856-222-5010
EMAIL:
SUPPORT@OKIDATA.COM

BUSINESS PARTNER EXCHANGE (BPX) www.bpx.okidata.com

END USER CUSTOMER SUPPORT PHONE: 800-OKI-DATA

FAX: 856-222-5010
EMAIL:
SUPPORT@OKIDATA.COM

SERVICE SALES AND SUPPORT http://www.okidata.com

INFORMATION
DEPOT LOCATION
Oki Data
2000 Bishops Gate Blvd PHONE: 800-654-3282
Mount Laurel, NJ 08054 FAX: 856-222-5247

4/9/2014 PAGE 55
SECTION 8

OKIcare™ PROGRAMS
OKIcare™ is a total service and support package.
OKIcare™ has the programs you need to help satisfy your customers. The programs
that make up OKIcare™ are:
 BPX – Business Partner Exchange
o Designed for all our support partners (see section 3.1)
o Web site with downloadable features
o OKI U
 My.Okidata.com
o A powerful area of our web site available to all Oki Customers (See
section 6.1.1)

 Service Enhancement Program & Maintenance Contract Programs

(SEP’s/MCP’s)
o OKI Depot™
o OKI Exchange™ Overnight exchange for most units until 5:00 p.m. (EST)
and 3:00 p.m. (EST) in Canada Saturday delivery available (U.S. only)
o OKI On-Site™
 24 x 7 ‘Round the clock' support
A toll free call gets you a Customer Support Professional any time of the day

8.1 SEP (Service Enhancement Programs)

These programs were designed to enhance the Oki Data standard factory warranty on
any unit. These low cost service programs were developed with the customer in mind
and provide up to thirty-six months of coverage.

BENEFITS OF OKIcare™ SERVICE ENHANCEMENT PROGRAMS

OKIcare™ Programs have numerous benefits not only for the customer but for you, the
Authorized Service Center, as well.
 You receive your applicable discount off list price.
 As an Authorized Service Center you can receive labor reimbursement on any
unit that you enroll for up to thirty-six months.
 You retain contact with your customers for repeat sales and equipment
upgrades.

4/9/2014 PAGE 56
 8.2 OKIcare™ Service Enhancement Programs
Listed below are brief descriptions of the three SEP programs. Additional information
may be obtained by visiting our web site at www.okidata.com under “Support.”
Enrollment brochures can be ordered via the BPX under “Sales” and “Order Product
Literature.”
The three programs are OKI Depot™, OKI Exchange™, and OKI On-Site™.

OKI Depot™
This popular program especially suits the home office printer by providing warranty
coverage for up to three years when you bring the unit to an Authorized OKI Service
Center. This program adds years of coverage at the end of the original standard
warranty that comes with the printer from the factory.

OKI Exchange™
Upgrade your existing Oki Data factory warranty with the OKI Exchange Program. This
program will provide you with an overnight replacement of your printer (if requested by
4:45 p.m. ET or 3:00 p.m. ET in Canada), no later than the next business day. One
phone call to our Customer Support Professionals with your model, serial number, etc.
is all you need to get a printer shipped to your location.

OKI On-Site™
Designed for those printers that are more than just vital for day-to-day company
operations, this program provides service for your printer right at your place of
business. Call our Customer Support Center and a Service representative will quickly
contact you to schedule an on-site visit to your location within a short period of time.

4/9/2014 PAGE 57