Customer Support Frequently Asked Questions
Questions:
Contacts  
Who do I call for support for my Xerox Office Product?
How do I locate an authorized service provider for Xerox Office Products?
Where can I find Worldwide contacts for Xerox Office Products Support?
Services  
What's the difference between Services and Support?
How can I purchase a service agreement on my Xerox Office Product?
What response time can I expect when I need service on a product covered by a Xerox Service Agreement?
What services does Xerox Office Products provide?
Technical Support  
What kind of web-based technical support do you have?
What is a printer driver?
How do I find a driver for my Xerox Office Product?
Do you have printer manuals & documentation for Xerox Office Products?
I learn better by watching - do you have any instruction videos?
Troubleshooting  
What is PhaserSMART™?
How can I troubleshoot and fix my printer now?
How do I find the specifications for my Xerox Office Product?
Where can I find my serial number for my Xerox Office Product?
How do I order supplies for my Xerox Office Product?
Misc.  
Where do I find Material Safety Data Sheets for my Xerox Office Product?
How do I recycle my color printer toner cartridge for my Xerox Office Product?
Is my Xerox Office Product/Printer still under warranty?
Is there a way to check the status of my service request for my Xerox Office Product/Printer?
I have a "Free Color Printer" from Xerox Office Products; Where do I find information for it?

Answers:
Who do I call for support for my Xerox Office Product?
Answer: For Telephone Support in US and Canada call 1-800-835-6100 or (503)682-7377. Find out more about our Telephone Support here. To find a local Reseller, local Supplies Reseller or a local Service Provider go here. To find Worldwide contacts go here.
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How do I locate an authorized service provider for Xerox Office Products?
Answer: Use the Authorized Service Provider locator page to assist you. Start by entering your Zip Code, then enter the "Find Locations Within" (in miles) and you'll be presented with the nearest Authorized Service Provider addresses, phones, faxes and web site if available.
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Where can I find Worldwide contacts for Xerox Office Products Support?
Answer: Find worldwide Xerox Office Product support contacts here.
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What's the difference between Services and Support?
Answer: "Services" gives you all of the information including pricing about the types of Service we offer on our network printers such as Service Agreements, and Installation Service. The "Support" site is where you go to find web-based technical support. Simply select your product then find tools such as Drivers, Manuals and Documentation, and for troubleshooting help - our Support knowledge base.
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How can I purchase a service agreement on my Xerox Office Product?
Answer: You can purchase a Xerox Service Agreement either directly from Xerox by calling 1-800-835-6100 or you can purchase one from your Xerox Reseller. For more information on what Service Agreements are available please go here.
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What response time can I expect when I need service on a product covered by a Xerox Service Agreement?
Answer: Next day response is standard for most North American customers. Response times are determined by the distance of the customer's location from the nearest authorized Xerox service location (0 - 75 miles/0 - 21 Km = next business day; 76 - 150 miles/122 - 241 Km = second business day; 151+ miles/242 Km = third business day).
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What services does Xerox Office Products provide?
Answer: Our Services include a comprehensive suite of industry-leading offerings available to all Xerox Office Printer customers called Total Satisfaction Services. From Service Agreements and Help Desk Support to on-line information and telephone technical assistance, Total Satisfaction Services provides everything you need to maintain and maximize your network printing investment. Go here for a complete overview of all our Service offerings. (PDF)
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What kind of web-based technical support do you have?
Answer: You can download Drivers and Utilities, troubleshoot printer/product problems with our Support Knowledge Base - infoSMART™ or try our PhaserSMART™ Automated Diagnostic Tool. PhaserSMART is available for several PhaserTM products. In addition to these features, we also provide extensive Product Documentation for each product.
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What is a Printer Driver?
Answer: The driver performs 3 basic functions; 1) The driver translates the computer language of a document into a language the printer can understand. 2) As a link between the computer and the printer, the driver directs the computer where to send the printer job. 3) The driver also provides access to printer specific features such as extra trays, duplexing options, and print quality controls. In addition, we have a helpful video Printer Driver Basics which describes the purpose of a driver. (500 Kb - requires Macromedia Shockwave Player)
How do I find a driver for my Xerox Office Product?
Answer: Go to our Driver download area and start by selecting your printer model. You can customize your search by OS, File Types or just view all available drivers for your printer. You will then be presented with a list of recommended drivers, utilities or software to download.
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Do you have Manuals and Documentation for Xerox Office Products?
Answer: Yes, on our new products and most of our mature offerings we offer Printer Manuals & Documentation in PDF format. User Guides, Setup Posters, Installation Guides, Networking Guides and various specific instruction sheets make up our selection of printer documentation. In addition, for our recent products we provide manuals & documentation in several languages. To find the Manuals & Documentation, start at Support and select your printer/product.
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I learn better by watching - do you have any instruction videos?
Answer: We provide videos on each new printer/product support page. These movies are helpful with setup, installation and common tasks related to printer care. Start at Support home and select your product - you'll find the videos below the Manuals and Documentation section on the page. (Note - these movies require Macromedia's Shockwave Player)
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What is PhaserSMART™?
Answer: PhaserSMART is an automated, Internet based, support system. Using your favorite web browser, diagnostic information is sent from your Phaser® printer to our system for analysis. PhaserSMART examines the information, diagnoses the issue, and walks you through to a proposed solution. If the issue is not resolved with the solution, PhaserSMART guides you through opening a Service Request with Xerox Customer Support. Currently, PhaserSMART is enabled for the PhaserTM 4400, Phaser® 860, 7700, 7300, 6200, 6250 and 8200 printers.
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How can I troubleshoot and fix my printer now?
Answer: The Support Knowledge Base TM provides instructions and troubleshooting help to solve your printer problems. It provides the same information our Product Support Specialists use when resolving printer problems over the phone. It includes solutions for error codes, print quality, color matching, media jams, software installation, networking and much more. To begin using our Support Knowledge Base start at our Support Home and select a printer/product - you'll find troubleshooting help is available on each printer/product page.
PhaserSMART™ brings the power of automated diagnostics to your Phaser printer through the web and your favorite web browser. Currently, PhaserSMART is enabled for the PhaserTM 4400, Phaser® 860, 7700, 7300, 6200, 6250 and 8200 printers.
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How do I find the specifications for my Xerox Office Product?
Answer: Specifications are available by selecting your printer from the Product page or the Support homepage, then once on the printer page, look in the left-side navigation and follow the "Specifications" link.
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Where can I find my serial number for my Xerox Office Product?
Answer: Use this reference page to locate your serial number.
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How do I order supplies for my Xerox Office Product?
Answer: Use the Supplies locator to search by printer, part number or by description and then purchase your supplies online!
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Where do I find Material Safety Data Sheets for my Xerox Office Product?
Answer: Find the latest Xerox Office Product Material and Product Safety Data sheets here.
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How do I recycle my color printer toner cartridge for my Xerox Office Product?
Answer: Xerox provides the Waste-to-Energy Program — a free service which safely and efficiently recovers valuable energy from used Xerox Office color printer supplies. Xerox Office color printer customers can ship select supply items via prepaid Airborne, to a commercial Waste-to-Energy facility. A state-of-the-art clean-incineration process then safely converts the used supplies into electricity. Review the eligible items table for a complete list of supplies approved for the Waste-to-Energy Program.
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Is my Xerox Office Product still under warranty?
Answer: You can determine the status of your warranty here. Enter in your printer model and serial number and you'll find warranty coverage and Xerox US/Canada Service Agreement information. In addition, you can learn about U.S. Warranties and Terms & Conditions here.
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Is there a way to check the status of my service request for my Xerox Office Product?
Answer: Go to the "Service Request Status" page and enter your Request ID and Printer Serial Number and you'll see the current status of your request.
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I have a "Free Color Printer" from Xerox Office Products; Where do I find information for it?
Answer: www.freecolorprinters.com
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Additional Information