Field service system for image forming devices

Details Field service system for image forming devices Field service system for image forming devices

2000-11-09

2001-11-13

Grimley, Arthur T. (Department: 2852)

Electrophotography

Remote monitoring

C399S009000, C399S010000, C399S018000, C399S081000

Reexamination Certificate

active

06317570

ABSTRACT:

FIELD
This patent specification is in the field of systems and method for servicing image forming devices such as copiers, facsimile machines, printers and other devices, including providing parts and supplies therefor.
BACKGROUND
Current image forming devices tend to be reliable but still may need occasional service or parts or accessories, and regularly need supplies such as paper, toner, and other consumables. The ultimate user may have a convenient source for meeting some but not necessarily all the needs that may arise in the life cycle of the image forming device, and some users may not even know where and how to conveniently secure service, parts or supplies for the particular model that may need any service. It is believed desirable to provide a system and method for assisting users in this respect.
There are systems that connect image forming devices with a central location for remote diagnostics and service. This, however, requires making a prior arrangement with a particular service provider, typically on the basis of a service contract for specified image forming devices and for specified periods of time, and may not be suitable to all end users. One existing system is discussed in U.S. Pat. No. 5,715,496, hereby incorporated by reference herein, and utilizes a control unit connected over communication lines with a plurality of image forming devices such as copiers that are at locations remote from that of the control unit, and with a plurality of terminal units at service centers that also can be remote from the control unit. Upon an event indicative or predictive of a need for service detected at an image forming device, the device communicates information regarding such event to the remote control unit. Based on analyzing this information, the control unit may communicate with a service center to request or order an action to be taken, such as sending service personnel to the remote image forming device.
While such earlier systems can be effective and efficient where longer term arrangements can be made for servicing and/or supplying consumables and parts for certain imaging devices, it is believed that a need still exists for a system that can benefit a user who has no such prior arrangements when a need arises for service, parts or supplies.
SUMMARY
This patent specification describes a system and a method particularly suitable for users of imaging devices who desire to make efficient and effective arrangements for service (including repairs, parts, and/or supplies) when the need arises or when they otherwise elect.
In a non-limiting example of an embodiment, a main service center communicates when needed with a user side that includes a number of remotely located imaging devices as well as with a local service center side that includes a number of local service centers that also can be remote from the main service center. The various locations can communicate with each other over communication lines such as Internet connections, and/or some other network such as a wide area network (WAN) and/or the telephone switching system. When looking for service, including repairs, supplies, and/or parts, the user establishes a connection with the main service center, for example via an Internet appliance such as a personal computer or some other device that can access a home page of the main central service, or in some other way. Based on information the user provides through this connection, the main service center selects one or more local service centers particularly suited to the current needs of the user, and facilitates the delivery of the appropriate service. The system can work with imaging devices of different types and models, made by different manufacturers, and with local service centers that are of different types and where any one local service center may not service or supply all of the types or models of imaging devices making use of the system.


REFERENCES:
patent: 5392095 (1995-02-01), Siegel
patent: 5715496 (1998-02-01), Sawada et al.
patent: 5802429 (1998-09-01), Yamashita
patent: 6032001 (2000-02-01), Miyawaki

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