topic Re: Unable to reach printer support in General Discussion

Unable to reach printer support

techcoor — Fri, 06 Dec 2019 18:26:49 GMT

The answer machine does not recognize the phone number in the account so I can not get passed the answer machine. Any suggestions what to do?

Re: Unable to reach printer support

Tiffany — Fri, 06 Dec 2019 18:43:56 GMT

Hi Techcoor,

Welcome to the Canon forum! So that we can provide you with the best support options and information, please let us know the model printer.

Re: Unable to reach printer support

techcoor — Fri, 06 Dec 2019 18:46:22 GMT

The printer is MX922

What I am trying to figure out is how to get the IJ Scan Utility to allow me to name the scanned file.

Re: Unable to reach printer support

Tiffany — Fri, 06 Dec 2019 20:21:24 GMT

If you're unable to access your Canon Account under that phone number, please try creating a new one, then use support options to reach our technical group for more assistance with this issue at: https://mycanon.usa.canon.com/signin

Re: Unable to reach printer support

techcoor — Mon, 06 Jan 2020 16:23:22 GMT

Decided to revisit.
Did Search on canon printers technical support and selected Canon U.S.A., Inc. | Support for Printers
https://www.usa.canon.com/internet/portal/us/home/support/product-finder/support-printers. Selected Mx series https://www.usa.canon.com/internet/portal/us/home/support/product-finder/support-printers?cm_sp=CSO-_-PFListing-_-pixma_mxseries#pixma-mxseries. Selected MX922
https://www.usa.canon.com/internet/portal/us/home/support/details/printers/inkjet-multifunction/mx-series-inkjet/mx922/pixma-mx922?cm_sp=CSO-_-PFListing-_-MX922 On this page it said general phone number was 1-800-652-2666 (Same number as always).

Response to Answer machine: 1. Technical support
2. Stated model was M X 9 2 2 and the answer machine said MX922. I said yes.
3. Tried saying ten digit phone number and the answer machine could not recognized it. Had to key in the phone number. Then I could reach technical support.

Re: Unable to reach printer support

wg3 — Mon, 27 Jan 2020 20:50:40 GMT

I've tried every variation and nothing gets me to support. Apparently the phone tree doesn't recognize my phone number even though it is accurate in my profile.
And I have a dead PIXMA G4210 printer with an unknown error code 01

Re: Unable to reach printer support

wg3 — Mon, 27 Jan 2020 20:51:03 GMT

Doesn't work for me

Re: Unable to reach printer support

wg3 — Mon, 27 Jan 2020 21:23:27 GMT

I tried that; this approach doesn't work either. So apparently Canon phone support doesn't exist. Used to take a long time to get through but now it is simply blocked by a phone tree that doesn't work

Re: Unable to reach printer support

Stephen — Mon, 27 Jan 2020 21:32:12 GMT

In order for the system to recognize that you're entitled to support, you have to call from the phone that's registered on your My Canon Account. It will not recognize that you're entitled to support if you call from a work phone, or an alternate number. You'll want to verify your information on canon.us/account

Re: Unable to reach printer support

wg3 — Mon, 27 Jan 2020 22:03:32 GMT

Stephen

I called from the phone number on my account; not recognized. I called from a different number and entered my correct phone number; not recognized. Same thing twice more. Then I created a new Canon account with a different email and phone number. That number wasn't recognized either. Finally, one time the phone tree gave up asking me for my phone number and instead asked me if the printer was less than 3 years old. I pressed 1 for yes and the phone went silent. But, it turns out I was on hold and eventually (40 minutes or so), Bill picked up from support. Fortunately, he was able to solve the problem

But: there is a big problem with your phone system not knowing or recognizing valid phone numbers. Serious problem that needs to be fixed asap.