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CiPress 500 Print Head Warranty Replacement Process Attention U.S. Customers Only: The instructions provided here are used to diagnose and return a CiPress 500 Print Head In-Warranty failure candidate. If you need to Recycle a used or out-of-warranty Print Head, please follow the return instructions provided on the Xerox Green World Alliance site.
Determine eligibility for a Print Head Warranty Replacement Claim Before continuing to the section below, please ensure that you have completed the Missing Jets Troubleshooting Procedure or Print Head Fault Code Problem Solving Procedure (depending on the symptom) from the CiPress 500 Customer Help Information. Each procedure has instructions for determining if a Print Head is eligible for warranty replacement. Refer to the FAQs on this page for information on locating these procedures.
When the appropriate troubleshooting procedure is complete, perform one of the following actions: - If a Print Head is eligible for warranty, follow the instructions below for submitting a Print Head Warranty Replacement Claim.
- If a Print Head is not eligible for warranty, visit the Xerox Green World Alliance site to recycle the defective Print Head.
Instructions for submitting a Print Head Warranty Replacement Claim- Ensure that you have completed either the Missing Jets or Print Head Fault Code Procedure.
- Submit the Call for Assistance (CFA) Data to Xerox and record the CFA tracking number in the form below. Refer to the FAQs on this page for instructions on how to submit CFA Data.
- Package the Print Head in original Xerox packaging, including over-pack material. (Packaging may be from a replacement Print Head. Refer to the Print Head Repack Instructions for detailed information.)
- If Missing Jets are the cause of the Warranty Replacement Claim, please package the samples of the PrintHeadReg test pattern from the troubleshooting procedure with the Print Head. Ensure that each print sample is appropriately labeled as described in the procedure.
- Complete and submit the form below. Within two business days of submitting the form, you will receive an email confirming when to expect the carrier to pick-up the defective Print Head.
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What is the process for returning out of warranty or end of life print heads? All non-warranty print head returns should be processed through the Xerox Green World Alliance Product Take Back program.
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Where is the Missing Jets troubleshooting procedure located? The Missing Jets troubleshooting procedure is located in the CiPress 500 Customer Help Information. - In the PDF version, navigate using the bookmarks: Problem Solving > Image Quality Overview > Image Quality Defect Initial Actions > Streak Defect Type Selection > Missing Jets Troubleshooting Procedure.
- In the HTML version, select the Search tab and type Missing Jets Troubleshooting Procedure. Select the first link that appears in the search results.
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Where is the Print Head fault code problem solving procedure located? The Print Head fault code problem solving procedure is located in the CiPress 500 Customer Help Information. - In the PDF version, navigate using the bookmarks: Problem Solving > Print Head Fault Code Problem Solving.
- In the HTML version, select the Search tab and type Print Head Fault Code Problem Solving. Select the first link that appears in the search results.
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How do I find the Printer Serial Number? The Printer Serial Number can be found using the Printer UI. Note: You will need to record the Printer Serial Number and enter it into the online form. - Select the icon.
- Select the Software tab.
- Select the Licenses tab.
- Record the Serial Number located in the System Information box.
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How do I submit Call for Assistance (CFA) Data to Xerox? The procedure for how to submit CFA Data to Xerox is located in the CiPress 500 Customer Help Information. Note: You will need to record the CFA Data Tracking Number and enter it into the online form. - In the PDF version, navigate using the bookmarks: Operating the Printer user interface > Administration view > Call for Assistance tab > Manually submitting Call for Assistance Data.
- In the HTML version, select the Search tab and type Call For Assistance. Select the first link that appears in the search results.
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Where is an example of the PrintHeadReg test pattern? To ensure that the appropriate test patterns are packed with a returned Print Head, see an example of the PrintHeadReg test pattern located in the CiPress 500 Customer Help Information. - In the PDF version, navigate using the bookmarks: Problem Solving > Image Quality Overview > Image quality defect initial actions > Image quality defect diagnosis section > Test patterns > PrintHeadReg.
- In the HTML version, select the Search tab and type PrintHeadReg. Select the second link that appears in the search results.
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