WorkCentre 4265
Service Support Plan
Laptop Requirements
Background
The purpose of this document is to outline the Xerox WorkCentre 4265 Product
Unique Service and Support Program.
The WorkCentre 4265 is a desktop monochrome laser printer replacing the
WC4250/4260. It is a 4 in 1 device with Copy, Print, Scan and Fax with standard
Duplex. The WC4265 was developed for workgroup office customers with the main
product concept of High Speed and High Quality.
Product Identifiers
Product
WorkCentre 4265
Voltage
110V
Product Code
E5B
Service Factors
Service Factors1
Avg. Monthly Copy Volume/Transactions
Estimated Service Calls/Year
Service Call Repair Time (hrs) including travel1
Estimated Parts Cost/Year ($US)2
1
2
WC4265
5.5K
.03
1.25
$39.66
Assumes 0.5 hour travel
Estimated Partners cost based on Xerox factors.
Authorized Service Partner technicians are required to have laptops. Required
equipment standards to support the electronic documentation and diagnostics
software are available in GSN Library 500.
PWS/Eureka II Software Overview
Without a properly functioning laptop, the student cannot complete the course
materials and take the certification test(s).
Technicians should ensure PWS service documentation and library content is up
to date by regularly riding the bus as part of the GSN/Eureka tool provided
and described below.
Eureka Access for Bulletins & Updates
Authorized Service Providers are required to have access to Eureka, a shared
knowledge systems, to support the servicing of Xerox products.
Eureka is enabled through the installation of the Global Service Network (GSN)
software application. After installing the GSN/Eureka on the technician's laptop
PC, they will be able to subscribe and access Technical Tips, Service Bulletins,
and Service Documentation updates related to the products they are certified.
GSN/Eureka is an essential tool to properly service Xerox equipment and all
service technicians are required to have access to their laptop PC with
GSN/Eureka database and EDOC as necessary when contacting Xerox
Technical Support.
Support Personnel and Functions
Warranty & Labor Reimbursement
The WC4265 is sold with a One Year Base Warranty with On-Site Service via ASP,
SDP or NSP Provider. Authorized Partners (Dealers/ASP's) or NSP providers are
enabled to service. Contract uplifts for 2, 3, or 4 Years of On-Site service are
available.
Name
Function
Phone #
Aaron Woods
Director, NARS
Relationship & Partner
Programs
Eastern Region ASP
Partner Manager
Central Region ASP
Partner Manager
Western Region and
Canadian ASP Partner
Manager
Channel Dealer Service
Manager XAD and
PAD
503-685-2045
Mike Brown
A current list of labor rates can be found in the current ASP agreement on the
Worldwide Service Partners website at www.office.xerox.com/partners.
Toni Delettera
Log in and click on the Service Provider Reference Materials link.
Jaime Arellano
Service Strategy
There will be a WorkCentre 4265 Service Training Differences from WorkCentre
4250/4260 training package offered. This training will consist of the content that is
currently in the WC4250/4260 training with a differences module that will highlight
the changes. The training is designed to be taken without hardware, however the
Student's learning experience will be enhanced if hardware is available. The
differences course will take approximately 1 hours to complete.
Product
WC4265 Differences
Course Code
W4265XT
Duration
1 Hour
Method
LivePlay Learning@Xerox
Prerequisites
W4265XT WorkCentre 4265 Service Training Differences From WorkCentre
4250/4260 course requirements:
Cathy Montgomery
585-422-0850
310-333-7031
972-420-2043
Xerox Customer and Technician Support
Resources
Phone #
NACSC
1-800-821-2797
Customer Helpdesk
(NARs US & Canada)
C&TS Customer and
Technical Support
Must be certified to service WorkCentre 4250/4260 products.
The Certification Test is available on L@X. Upon successful completion of
W4265XT, Students can order the WorkCentre 4150/4250/4260/4265 EDOC E-File
705P01364 by entering the EDOC Part Number in the "Other Training" field on the
Training Order Form.
678-795-6324
Inventory Control
Xerox Service Pricing
and additional product
information
North American
Customer Support
Center
Xerox Customer Service
and Support
USSP Authorized
Service Provider
Technical Support
Helpdesk (TCN # req'd)
ASP parts order support
1-800-835-6100
1-800- 249-0347
prompt 3
1-800- 249-0347
prompts 3,3,1
https://www.office.xerox.com/resellers
https://partner.xerox.com/dealer
Spares/Parts Support
Parts for the WorkCentre 4265 can be purchased directly from Xerox Corporation
with the applicable parts discount.
ASPs can order service parts directly from the ASP websitewww.office.xerox.com/partners (TCN # and password required).
Version 1.0 September 2014
