Method and system for providing technical support relating to an imaging cartridge

• US 20060056856A1
• Filed: 09/14/2004
• Published: 03/16/2006
• Est. Priority Date: 09/14/2004
• Status: Active Grant

• Current Assignee: Lexmark International Incorporated (Ninestar Corporation)
• Original Assignee: Lexmark International Incorporated (Ninestar Corporation)
• Inventors: Adkins, Christopher A., Strunk, Timothy L., Peterson, Douglas K. Jr., Chausanski, George, Ehlert, Jeffrey R.
• Granted Patent: US 7,369,782 B2
• Time in Patent Office: Days
• US Class Current: 399/8
• CPC Class Codes: G03G 15/5079 for maintenance
• CPC Class Codes: G03G 2221/1823 Cartridges having electronically readable memory

Abstract

A method for providing technical support to a customer relating to an imaging cartridge used in an imaging apparatus includes receiving a request from the customer for assistance relating to the imaging cartridge; executing diagnostic software associated with a type of the imaging apparatus based on the request to generate a diagnostic code pertaining to the imaging cartridge; receiving the diagnostic code from the customer; performing an analysis of the diagnostic code; and determining an action to be taken based on the analysis of the diagnostic code.

Claims

1. A method for providing technical support to a customer relating to an imaging cartridge used in an imaging apparatus, comprising:

receiving a request from said customer for assistance relating to said imaging cartridge;

executing diagnostic software associated with a type of said imaging apparatus based on said request to generate a diagnostic code pertaining to said imaging cartridge;

receiving said diagnostic code from said customer;

performing an analysis of said diagnostic code; and

determining an action to be taken based on said analysis of said diagnostic code.

2. The method of claim 1, wherein said executing said diagnostic software is initiated by said customer.

3. The method of claim 1, wherein said executing said diagnostic software is initiated by said customer in response to a solicitation received from a technical support center.

4. The method of claim 1, wherein said diagnostic software resides in one of a memory of said imaging apparatus and an imaging driver associated with said imaging apparatus.

5. The method of claim 1, wherein said diagnostic software is accessed via a web page associated with said imaging apparatus.

6. The method of claim 1, wherein said request from said customer is based on a perceived failure of said imaging cartridge by said customer.

7. The method of claim 1, wherein said determining said action includes determining whether to replace said imaging cartridge.

8. The method of claim 7, wherein said action is based on a warranty period.

9. The method of claim 7, wherein said action includes providing an economic incentive to said customer to replace said imaging cartridge based on a rate of usage of said imaging cartridge.

10. The method of claim 7, wherein said diagnostic code is based on diagnostics data stored a memory associated with said imaging cartridge.

11. The method of claim 10, wherein said diagnostics data includes a serial number of said imaging cartridge, and wherein said action is based on a manufacturing lot of said imaging cartridge.

12. The method of claim 10, wherein said diagnostics data includes at least one of a time since said imaging cartridge was installed in any imaging apparatus, a colorant consumption value, a colorant decay characteristic of said imaging cartridge, a cartridge kind identifier, and a cartridge use identifier.

13. The method of claim 1, wherein said analysis is performed by technical support software operated by a technical support center.

14. The method of claim 13, wherein said analysis includes determining whether said imaging cartridge is an invalid type of imaging cartridge for said imaging apparatus.

15. The method of claim 13, wherein said analysis includes determining whether said imaging cartridge was installed in a wrong position in said imaging apparatus.

16. The method of claim 13, wherein said analysis includes determining whether a colorant reservoir of said imaging cartridge is empty.

17. The method of claim 13, wherein said analysis includes determining whether a colorant is no longer usable.

18. The method of claim 13, wherein said analysis includes determining whether said imaging cartridge is under a warranty.

19. The method of claim 13, wherein said analysis includes determining if a colorant dispersal unit is not functioning properly.

20. The method of claim 13, wherein said analysis includes determining a usage rate of said imaging cartridge.

21. A system for providing technical support to a customer relating to an imaging cartridge used in an imaging apparatus, comprising:

a memory associated with said imaging cartridge, said memory storing diagnostics data;

diagnostic software associated with a type of said imaging apparatus, said diagnostic software executing to read said diagnostics data from said memory and generate a diagnostic code based thereon; and

technical support software executing to;

perform an analysis of said diagnostic code; and

determine an action to be taken based on said analysis of said diagnostic code.

22. The system of claim 21, wherein said diagnostic software resides in one of a memory of said imaging apparatus and an imaging driver associated with said imaging apparatus.

23. The method of claim 21, wherein said diagnostic software is accessed via a web page associated with said imaging apparatus.

24. The system of claim 21, wherein said diagnostic code is based on said diagnostics data stored said memory associated with said imaging cartridge.

25. The system of claim 21, wherein said diagnostics data includes a serial number of said imaging cartridge, and wherein said action is based on a manufacturing lot of said imaging cartridge.

26. The system of claim 21, wherein said diagnostics data includes at least one of a time since said imaging cartridge was installed in any imaging apparatus, a colorant consumption value, a colorant decay characteristic of said imaging cartridge, a cartridge kind identifier, and a cartridge use identifier.

27. The system of claim 21, wherein said analysis is performed by said technical support software at a technical support center.

28. An imaging cartridge for use in an imaging apparatus, comprising:

a colorant reservoir;

a colorant dispersal unit coupled to said colorant reservoir; and

a memory coupled to one of said colorant reservoir and said colorant dispersal unit, said memory storing diagnostics data from which a diagnostic code is derived and supplied to a technical support center.

29. The imaging cartridge of claim 28, wherein said diagnostics data includes a serial number of said imaging cartridge associated with a manufacturing lot of said imaging apparatus.

30. The imaging cartridge of claim 28, wherein said diagnostics data includes at least one of a time since said imaging cartridge was installed in any imaging apparatus, a colorant consumption value, a colorant decay characteristic of said imaging cartridge, a cartridge kind identifier, and a cartridge use identifier.

31. The imaging cartridge of claim 28, wherein said colorant reservoir is an ink reservoir, and said colorant dispersal unit is an inkjet printhead.