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General FAQ

1. What is Total Guarantee (TG) Service?
  Any purchase of selected model of our copier, you can enjoy our maintenance service in relation to the machine. These services shall cover the provision of such labor or spare parts as Canon deems necessary to maintain the machine in reasonable working order and attendances in relation to any breakdowns of the machine at the place of installation.
   
2. How do I place a service call?
  There are two ways to place a service call:
By Telephone - please call our Customer Service Hotline 3191-2323 during Office Hour Mondays to Friday 9:00am to 5:00pm & Saturdays 9:00 am to 12:00 pm (holidays excepted).
By Internet - press here to create your 'user Account' in our web site and log in with your registered login name and password. Then you can make a reservation under the section of 'Service Request' (for registered user only)
   
3. How do I report copier meter?
  There are several ways to report the meter reading:
By Telephone - call our Customer Service Hotline 3191-2338 during Office Hour Mondays to Friday 9:00am to 5:00pm (Saturdays & holidays excepted).
By Fax - you can download the Meter Reading Reporting Form through our website and fax to 2369-3884 or 2739-3600.
By Internet - press here to create your 'user Account' in our web site and log in with your registered login name and password. Then you can submit your meter reading under the section of 'TG Contract Report Service' (for pre-registered user only)
By email - please e-mail your meter reading, contact information and machine information to meter_r@chk.canon.com.hk
By Fax, we will send the document to you later.

Download the form
   
4. When do I need to report copier meter?
  You shall report copier meter reading to us on or before 20th of each month.
   
5. How do I make a payment?
 
Cheque By Mail - If you select to pay by cheque, please make cheque payable to "Canon Hongkong Company Limited" and mark also your customer code on the back. Please detach and return the payment stub of the invoice (for meter charge invoice) or copy of the invoice (for other invoices) with the crossed cheque to Hong Kong GPO Box 448.
Autopay Service - If you choose to settle the payment from your designated bank account in Hong Kong, your account will be debited automatically on the Payment Due Date. You may call the company to obtain relevant application form.
Remittance/Direct Credit - If you choose to remit fund/place deposit directly into our bank account, please remember to fax/mail to deposit slip/remittance advice to us. You should also mark on your fax/mail your customer code and invoice number. You may call the company to obtain the bank account number.
   
6. If my machine is currently not under maintenance and I would like to join the Total Guarantee Service or repair by technician based on a per call basis, what should I do?
  If your machine is a TG copier, you should contact our customer service hotline 3191-2323. We will prepare the Inspection quotation to you to inspect your machine and confirm the condition. Moreover, parts replacement quotation will be given if the machine needs to be replaced spare parts. If the machine is confirmed to be under serviceable condition, we will proceed to signing the maintenance letter accordingly (for the customer would like to join our maintenance scheme only).
   
7. How much does it cost if my machine has been expired?
 
  Fee(HK$)
Per call service charge/Inspection Fee
(for TG Copier)
600/hour/unit
Transportation Fee for Outlying Island 200/visit
We will charge you with the above price excluding any spare parts. The replaced parts will be quoted to you after the date of inspection if any.
   
8. If my company address/machine location has been changed, what should I do?
  Please prepare a removal notice or download the form here about change of new company address/new machine location before 7 business days' from your removal with authorized signature and company chop. Simply fax it to our BIS Customer Service Department at 2369-3884 or 2739-3600. We will update your record accordingly.
We will sent the document to you later.

Download the form
   
9. What should I do if change of the machine ownership?
  If you have sold or disposed your office machines, it is necessary to inform us to discontinue any valid service agreement with your company. You should notify us one month in advance about the change of ownership. Please note that you are liable to pay all the outstanding charges before we accept your written notification. We only accept change of ownership requests in writing.
For the new owner, please fax your company information in writing together with a copy of Business Registration Certificate. We will prepare the Inspection quotation to the new owner to inspect the machine and confirm the condition. If the machine is confirmed to be under serviceable condition, a new service agreement has to be signed with the new owner for continuation of the maintenance service.