Systems and methods for utilizing printing device data in a customer service center

• US 8,019,693 B2
• Filed: 03/28/2001
• Issued: 09/13/2011
• Est. Priority Date: 03/28/2001
• Status: Expired due to Fees

• Current Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Original Assignee: Hewlett-Packard Development Company, L.P. (HP Inc.)
• Inventors: Borg, Michael J., Wurst, Alysia F.
• Primary Examiner(s): NGUYEN, TAN D
• Application Number:
  US09/820,457
• Publication Number:
  US 20020140976A1
• Time in Patent Office: 3,821 Days
• Field of Search: 340/442, 340/448, 399/109, 399/113, 705/1, 705/14, 705/346, 705/308, 358/1.15, 358/1.16
• US Class Current: 705/346
• CPC Class Codes: G03G 15/5079 for maintenance
• CPC Class Codes: G03G 2215/00987 Remanufacturing, i.e. reusing or recycling parts of the image forming apparatus
• CPC Class Codes: G06Q 10/30 Administration of product recycling or disposal
• CPC Class Codes: G06Q 30/0281 Customer communication at a business location, e.g. providing product or service information, consulting
• CPC Class Codes: Y02W 90/00 Enabling technologies or technologies with a potential or indirect contribution to greenhouse gas [GHG] emissions mitigation

Abstract

Systems and methods are described for collecting data in component memory of a printing device replaceable component and utilizing the data in a customer service center. A printing device records data related to the printing device, usage information, environment information, etc. in a memory tag of a replaceable component—such as a toner cartridge—used in the printing device. When the component is returned to the manufacturer for recycling, the information is retrieved from the memory tag and stored in a customer database. When a customer contacts the customer service center, a customer service operator accesses information related to the customer and to the printing device(s) used by that customer. Help screens, or menus, displayed to the operator are customized according to the product(s) owned by the customer and the environment within which the product is used. The operator immediately knows details about the customer, the printing device(s) used by the customer, how the customer uses the printing device(s), the customer'"'"'s previous problems with the printing device(s), etc. The operator may also be able to access pre-determined solutions that the operator can provide to the customer, such as providing a free replacement cartridge if the customer has had a number of problems with the printing device, etc. The customer is thus saved the time and trouble of providing detailed information and the manufacturer can offer improved customer service to satisfy the customer.

Claims

1. A method, comprising:

receiving a replaceable printing component from a customer, the replaceable printing component previously installed in a printing device of the customer;

retrieving printing device data from component memory of the replaceable printing component, the printing device data comprising one or more of identification information or usage information of the printing device in which the replaceable printing component was previously installed;

storing the printing device data in a customer database and associating the printing device data with a customer record of the customer;

accessing the printing device data in the customer database; and

assisting a customer with solving problems related to the printing device by way of the printing device data.

2. The method as recited in claim 1, wherein the receiving a replaceable printing component from a customer further comprises receiving the replaceable printing component after the replaceable printing component has been depleted.

3. The method as recited in claim 1, wherein the assisting a customer with solving problems related to the printing device further comprises customizing solutions for the customer based on the printing device data.

4. The method as recited in claim 1, wherein the accessing the printing device data in the customer database further comprises accessing previously stored database information related to the customer.

5. The method as recited in claim 4, further comprising:

deriving the previously stored database information from component memory of previously returned replaceable printing components.

6. The method as recited in claim 4, further comprising:

deriving the previously stored database information from information submitted by the customer on a registration card.

7. The method as recited in claim 1, wherein the printing device is a laser printer and the replaceable printing component is a toner cartridge.

8. The method as recited in claim 1, further comprising following certain rules when printing device data associated with a customer meets certain criteria.

9. The method as recited in claim 1, further comprising:

testing the replaceable printing component for a defect;

finding the defect and storing defect information of the defect in the customer database;

associating the defect information to one or more other customers of the customer database that use a similar replaceable printing component; and

wherein the accessing the printing device data further comprises accessing the defect information in the customer database.

10. A method comprising:

retrieving printing device data from component memory of a plurality of replaceable printing components previously installed in printing devices, the printing device data comprising one or more of identification information or usage information of the printing devices in which the replaceable printing components were previously installed;

compiling the printing device data into a customer database;

accessing the printing device data of the customer database; and

assisting a customer with resolving a problem with a printing device using the printing device data of the customer database.

11. The method as recited in claim 10, further comprising storing customer information for a customer in the customer database and associating the customer information with compiled data that is related to a printing device used by the customer.

12. The method as recited in claim 11, further comprising acquiring the customer information for the customer from a registration card used to register the customer as the purchaser of the printing device used by the customer.

13. The method as recited in claim 11, further comprising associating the customer information with general data related to a printing device or printing device replaceable component used by a customer.

14. A method, comprising:

receiving a used replaceable printing component from a customer;

retrieving printing device data from component memory of the used replaceable printing component, the printing device data comprising one or more of identification information or usage information of a printing device in which the used replaceable printing component was used;

storing the printing device data in a customer database and associating the printing device data with a customer record of the customer;

accessing the printing device data of the customer database; and

assisting a customer with resolving a problem with a printing device using the printing device data of the customer database.

15. A method, comprising:

after removal of a replaceable printing component from a printing device, retrieving printing device data from component memory of the replaceable printing component, the printing device data comprising one or more of identification information or usage information of the printing device from which the replaceable printing component was removed;

storing the printing device data in a database;

accessing the printing device data of the database; and

assisting a customer with resolving a problem with a printing device using the printing device data of the database.