Mock call

Case ID: CAS-3443088-Q4D3Z5 SN: 7529942136YFG Printer Model: CX622 Company/Account: Optus Systems Pty Ltd EU or Tech: EU Warranty: INC4053104 REF #:

Name: Lexi Lore Phone Number: +6187469781 Email: Lexi.Lore@nomail.com Address: 690 Springvale Road, Mulgrave, Victoria, 3170, Australia

P:

• Missing color print out
• cyan color missing

A:OB call

• tsc probe questions -cx said cyan color missing
• tsc do TS for cx
• tsc asked for POR for cx
• cx said already done that
• tsc asked for PQP test
• cx do PQP test (issue still persist)
• tsc asked if they removed any pasking material left? -cx said yes
• tsc guide cx to reseat all toner cart and imaging kit
• cx follows
• tsc asked to print if problem persist
• cx said yes (still persist)
• tsc educated cx and confirmed the address for the tech
• cx acknowledge -NOC
• tsc gave case id -EOC

S: MT missing color check - https://support.lexmark.com/mobiletech/en/printers/printer/CX622/content/v50884442/diagnostics-and-troubleshooting/fixing-print-quality-issues/missing-color-check.html?toc=1.3.3.16

WO

lev1 Issue: Print Quality issue (cyan missing) Recommended Parts: Transfer module - 41X1039 Special Instruction : perform step #5 and if problem still persist continue with the steps Steps Performed:

• POR
• test print (issue still persist)
• PQP test
• test print (issue still persist)
• reseat toner cart and imaging kit
• test print (issue still persist) FCC: new issue Source: MT missing color check - https://support.lexmark.com/mobiletech/en/printers/printer/CX622/content/v50884442/diagnostics-and-troubleshooting/fixing-print-quality-issues/missing-color-check.html?toc=1.3.3.16