Oki Data ES3640 Scanner Stand Replacement
Frequently Asked Questions
January 2006
Oki Data will be replacing all ES3640 scanner stands that are installed in the field, as well as those in inventory. Here are answers to questions you may have about the process.
Q1. Why is Oki Data replacing the scanner stands?
A1. Oki Data engineers have made improvements to the ES3640 MFP scanner stand design that will enhance its operation.
Q2. What did Oki Data do to improve the scanner stand?
A2. We have added additional safety interlock features.
Q3. How do I know the new stand will not have a problem?
A3. Our engineers have spent countless hours on design improvements to ensure smooth operation and safety for the life of the product, and we back all OKI Printing Solutions products with one of the best warranty programs in the industry. You and your customers can rely on the quality and design of OKI products as you always have in the past.
Q4. Does this affect my ES3640 MFP’s in stock, or in the field?
A4. Both. We are asking our Elite Dealers to install new scanner stands on all ES3640s currently operating at customer locations and in your facility. We will reimburse our Elite Dealers for expediting this replacement effort. We will supply a new style scanner stand for you to replace on all installed units. However, for units that are in your inventory not yet installed, we request that the entire system be returned to Oki Data at no cost to you. Please refer to the Replacement Process document also included with this email for full details.
Q5. How will the end-user get their scanner stand replaced?
A5. We are asking you to contact your customers when you get the replacement scanner stand and schedule the replacement.
Q6. How long will I have to wait for the new scanner stands?
A6. Oki Data is currently building replacement scanner stand inventory. We anticipate deliveries to commence mid-January. You can expect to receive all the replacements you need in a single shipment.
Q7. How much will I be reimbursed by Oki Data for replacement installation?
A7. Oki Data will reimburse our Elite Dealers at a rate of $400 per stand replacement for every stand installed within 10 business days after receiving the new stand. The rate is $300 per stand replacement for the stands installed provided that the replacement is done within 20 business days, thereafter standard warranty reimbursement rates will apply. We ask however that all stands be replaced within 30 days. No payments will be made until all scanner stand replacements are completed.
Q8. Can the end-user perform the scanner stand replacement?
A8. No. This process must be performed by a qualified and authorized Oki Data MFP Elite Dealer.
Q9. How many stands am I expected to replace and return?
A9. Your Oki Data District Sales Manager will contact you to collect your inventory information for both unopened and installed systems. If the quantities do not match our records of shipment, please work with your Oki Data Sales Representative to update those details. That information will be sent back to Oki Data for central control and tracking purposes. Oki Data anticipates that all the units should have the new scanner stand installed by March 2006.
Q10. Where do I find the instructions to replace the scanner stand?
A10. The instructions are included as an attachment in the same email in which these FAQs were sent. Additionally, the instructions will be sent in the new scanner stand box.
Q11. What do I do until the new stands arrive for replacement?
A11. Please do not install any more ES3640 MFP’s until you receive further information. Since technicians are required to install the stand, we also ask that you do not have your customers attempt to remove the existing stand on their own.
Q12. How are the ES3640 systems or scanner stands returned?
A12. The scanner stand is to be returned in the same packaging the new stand was shipped in. Oki Data will supply the return label in order to track all units and stands being returned. You will receive detailed instructions on this process. You will also be compensated for any stand replacement on installed units, and credited for any return systems.
Q13. How does this affect the product warranty?
A13. The scanner stand is covered under the terms of the original product warranty. The period of coverage for the replacement stand begins at the date of replacement. There are no other changes to the product warranty.
Q14. What other changes are being made to the ES3640 MFP?
A14. We are developing additional enhancements to improve the quality and functionality of the ES3640 MFP’s. These enhancements are currently in test and waiting final evaluation of the results. You will receive additional communications from Oki Data about these improvements.
Q15. Do the changes to the stand affect other MFP products like the ES1624 MFP?
A15. No. These changes are only designed for the ES3640 MFP product series.
If you have any questions about the stand replacement process, please feel free to call us at 866-654-1725, 24 hours a day, 7 days a week.