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Service Notice: PIXMA TS9020, TS8020, and TS6020 printers: Free repair if the feed roller gear becomes disconnected from the printer.

Thank you for using Canon products.

We have identified a phenomenon in PIXMA TS9020, TS8020, and TS6020 printers in which, in rare instances, a feed roller gear (white gear) inside the printer may become disconnected from the printer, due to lubricant that may adhere to the gear fixing assembly, causing the printer to stop operating. This announcement conveys Canon’s service policy for printers affected by this phenomenon.

Canon takes pride in the quality and performance of its products, and we offer our sincerest apologies to any customers who have been inconvenienced.


Phenomenon

In rare instances, a feed roller gear on the printer may become disconnected from its gear fixing assembly causing the printer to stop operating during printing.

The image below details the gear location inside the printer:

Gear Location

Disconnected gear:

Disconnected Gear


Affected Products

Some PIXMA TS9020, TS8020, and TS6020 printers.


Support

Models affected by this phenomenon will be repaired or replaced free of charge regardless of whether the warranty period has expired.

Any additional repairs not related to the phenomenon discussed above will be subject to Canon U.S.A., Inc.’s standard warranty process.

If you own one of the above printers, and the feed roller gear has become disconnected, please contact our Customer Support Center.

This information is for residents of the United States and Puerto Rico only. If you do not reside in the USA or Puerto Rico, please contact the Canon Customer Support Center in your region.

Please register your PIXMA Printer. By registering, we will be able to notify you via email when service updates are available.

Thank you,
Customer Support Operations
Canon U.S.A., Inc.

Contact Information for Inquiries
Canon Customer Support Center
Phone:    1-800-OK-CANON
                1-800-652-2666
TTD:       1-866-251-3752
Email: carecenter@cits.canon.com
Support options and hours of operation: www.usa.canon.com/support