JP2003050877A - Server device, method for controlling server device, equipment guarantee system, equipment guarantee server and method for controlling equipment guarantee system - Google Patents

Abstract

PROBLEM TO BE SOLVED: To attach the guarantee of main body equipment to consumables and to give a product guarantee to the main body equipment with a simple procedure. SOLUTION: When user registration data of a sold product are transmitted from a sales store terminal 105 to a management server 101, the management server 101 registers a user and, by selling the consumables simultaneously, guarantees a main body product and registers guarantee information. On receiving a service request from a user terminal 103, the management server 101 authenticates the validity of the guarantee, and when the guarantee is valid, issues the request of a service to a service store terminal 104. After the service is completed, information indicating that a cost to be covered with the guarantee is to be paid to a service store is issued from the management server 101 to the service store terminal.

Description

Detailed Description of the Invention

[0001]

BACKGROUND OF THE INVENTION 1. Field of the Invention The present invention relates to a server device for managing warranty information of a device using consumables, a control method for the server device, a control program, a recording medium recording the program, and a device warranty including the server device. It relates to the system and its control method.

[0002]

2. Description of the Related Art Conventionally, when a user purchases an electronic device or the like, a manufacturer provides a guarantee service for the device. Generally, the guarantee given with the sale of the device is such that the maintenance service is free of charge for a certain period after the purchase of the main device, such as half a year or one year.

On the other hand, in an apparatus in which consumables are frequently exchanged and of which there are many types, for example, office machines such as copiers and facsimiles that replenish consumables such as toner,
Ongoing maintenance is required throughout their lifetime. For that purpose, the service shop that carries out the maintenance service and the user who uses the device enter into a paid warranty contract covering the maintenance service including replacement of consumables and repair of the device.
There is a guarantee method in which a user pays a fixed amount as a guarantee price to a service store or a store.

[0004]

However, consumables and relatively frequently-replaced parts, such as a cartridge exchange type laser beam printer, are integrated into a unit, and the units are replaced to replenish the consumables or to replace the parts. As for the unit replacement type device for replacement, the frequency and type of replacement of consumables are not so large and the frequency of failure is not so high, as compared with the above-mentioned consumable supply type device. Therefore, the above-mentioned continuous paid warranty is not provided to the unit replaceable device, and the provided warranty is limited to free repair for a certain period after the device is sold. When a failure occurs in such a device after the free repair period, the user has to pay a large amount of repair fee, which is a financial burden on the user.

Further, in the conventional selling method for the unit exchange type device which sells out the main body device and consumables, the information of the customer who purchased the device cannot be managed, which is useful as information for sales activities and product development. Customer information was not available.

The present invention has been made in view of these problems, and by providing a warranty for the consumables used in the equipment, the warranty can be selected for the equipment according to the order of the consumables. An object of the present invention is to provide a device assurance system, a server device, a control method of the server device, a control program, and a recording medium recording the program, which is highly convenient for the user.

Another object is to sell a warranty for equipment and a consumable product in an integrated manner to manage customer information, a device assurance system and a server device, a server device control method, and a control program. , Providing a recording medium having the program recorded therein.

Another object is to provide a device guarantee system and a server device, a server device control method, a control program, which have many other advantages obtained by integrally selling a warranty for a device and a consumable item. It is to provide a recording medium recording the program.

[0009]

In order to achieve the above object, the present invention has the following constitution.

Order information receiving means for receiving order information for consumables used in the equipment, and updating means for updating warranty information regarding the guarantee of the equipment based on the order information for the consumable goods received by the order information receiving means. Have and.

More preferably, the guarantee information includes a guarantee code for specifying a guarantee given to each device.

More preferably, it further comprises a guarantee information transmitting means for transmitting the guarantee information updated by the updating means to a terminal available to a user who uses the device.

More preferably, the warranty information transmitting means transmits information for ordering the consumable item and / or information for requesting maintenance service of the equipment together with the warranty information.

More preferably, the consumable item ordering information includes selection information as to whether the consumable item to be ordered is a guaranteed consumable item or a non-guaranteed consumable item, and the order information receiving unit is an ordered item of the guaranteed consumable item. When the update information is received, the updating means updates the warranty information of the device to the information indicating that the warranty is performed, and when the order information of the non-guaranteed consumable item is received, the updating means stops the warranty information of the device. Update the information to the effect.

More preferably, it further comprises warranty information creating means for creating warranty information to be sent to a user who uses the device based on the update of the warranty information to the information indicating that the warranty is to be provided.

More preferably, the server device further comprises a storage unit for storing information about a user who uses the device and information about the device, and the server device associates the information stored in the storage unit with the guarantee information. More preferably, the order information is received by the order information receiving means, and information concerning the user and / or
Alternatively, the information about the device is received, and based on the information and the information stored in the storage unit, the user authentication and / or
Alternatively, it further has an authentication means for authenticating the guarantee information.

More preferably, the guarantee information includes information on a guarantee period, and when the predetermined period shorter than the guarantee period has passed from the time of the guarantee, the information indicating that the guarantee period is about to expire, The device further includes a warranty period elapsed information transmitting unit that transmits to a terminal that can be used by a user who uses the device.

More preferably, the guarantee information includes information relating to a guarantee period, and if the order information is not received by the order information receiving means within the guarantee period, the updating means stops the guarantee. The warranty information is updated to.

Alternatively, the present invention has the following configuration.

Service store information receiving means for receiving information about selection of a service store that provides maintenance service to the device, service store determining means for determining a service store to which the service is outsourced from the service store database, and the determination. The service shop further includes a service consignment notifying unit for notifying the terminal used by the service shop of the consignment of the maintenance service, and the maintenance service is provided to the device based on the guarantee information.

Alternatively, the present invention has the following configuration.

Based on the registration means for registering the information about the equipment and the information about the user who uses the equipment according to the purchase of the equipment that uses the consumable goods to which the guarantee for the equipment is given, based on the registration information by the registration means. And a guarantee information generating means for generating information on the guarantee.

Preferably, the guarantee information generated by the guarantee information generating means is a guarantee code for specifying the guarantee.
It includes the warranty period for which the warranty is valid.

Alternatively, the present invention has the following configuration.

A device guarantee system including a terminal for transmitting consumable item ordering information and a server device for receiving consumable item ordering information from the terminal, wherein the terminal guarantees the device when the consumable item is ordered. Based on the guarantee grant / non-grant information selected by the selecting means, and the managing means managing the guarantee information of the device. And updating means for updating the warranty information of the device managed by the managing means.

More preferably, the server device manages the information about the device and the information about the user who uses the device according to the purchase of the device by the management means, and a predetermined period from the purchase of the device. Is automatically granted a warranty for the device.

More preferably, the terminal further comprises an input means for inputting information about the device and information about a user who uses the device, and the input means comprises:
A designation unit is provided for designating whether or not to use the selection unit when the next consumable item is ordered.

More preferably, the selection means is configured to select either a consumable item with a guarantee for the device or a consumable item without a guarantee.

More preferably, when a consumable item for which the guarantee for the device is not selected is ordered, the selecting means disables selection of the consumable item to which the guarantee is given when the consumable item is ordered next time or later. Take control.

More preferably, the guarantee has a predetermined validity period, and if the consumable item is not ordered within the period, the renewal means cancels the guarantee, and the selecting means after the expiration of the term. When the consumable item is ordered, the control is performed so that it is impossible to select the consumable item to which the guarantee is given by the selecting means.

Alternatively, based on the order information receiving means for receiving the order information of the consumables used in the device and the information received by the order information receiving means, a privilege is given to the dealer who sold the device. And means.

[0032] Preferably, there is further provided privilege notification means for notifying the seller that the privilege has been granted when the privilege has been granted to the distributor.

[0033]

BEST MODE FOR CARRYING OUT THE INVENTION [First Embodiment] <System Configuration> FIG. 1 is a diagram showing the overall configuration of a device warranty management system according to an embodiment of the present invention. A device warranty management system (hereinafter also simply referred to as a system) is configured by connecting a management server 101, a maintenance service shop terminal 104, a machine dealer terminal 105, and a user terminal 103 via a network 106. The network 106 may be of any size according to the regional spread of equipment manufacturers, dealers, maintenance service shops, and users. Generally, the Internet network is suitable. In FIG. 1, the server and the terminal are illustrated as if they are directly connected to the network 106, but the case where they are connected via a local area network (LAN) is also included. Further, each terminal does not have to be a stationary computer installed in a maintenance service shop or an equipment shop. For example, it may be a mobile information terminal or the like. Next, the configuration of each terminal and the server will be described.

The management server 101 is operated by a device manufacturer, a manufacturer agent, or the like, but in this embodiment, it is assumed that it is operated by a manufacturer that manufactures a cartridge printer. The management server 101 is a computer having various databases regarding printers as devices, consumables used by the printers, users who use the printers, etc., and updates or refers to the databases in response to requests from terminals, It executes processing such as a device warranty management program described later. FIG. 2 shows the management server 10.
It is a block diagram of the computer which implement | achieves 1 grade | etc.,.

In FIG. 2, the management server 101 includes a CPU 201 that executes various programs according to flowcharts described later with reference to FIGS. 10 to 12, and each device connected to the system bus 204 is centrally controlled by the CPU 201. To be done. The RAM 202 functions as the main memory of the CPU 1, and the CPU 201 executes the program loaded in the RAM 202. A keyboard controller (KBC) 205 controls inputs from the keyboard 209a and pointing device 209b. C
The RT controller (CRTC) 206 controls the display on the display 210. Disk controller (DK
C) 207 is an external memory such as a hard disk (HD) that stores a boot program, an operating system, various programs including programs according to flowcharts described later with reference to FIGS. 10 to 12, and a database also described later. Control access to 211. The printer controller (PRTC) 208 is
It is connected to a printer (not shown) via a predetermined bidirectional interface (bidirectional I / F) 21 and executes communication control processing with the printer. Note that the CPU 201 executes, for example, a process of expanding a screen image in the display information RAM set in the RAM 202, and displays various screens described below on the display 210. The network interface 203 is an interface with the network 106, but when the server 101 is connected to the network 106 via a LAN, it serves as an interface with the LAN, and an interface with the network 106 is separately prepared in the LAN. To be done.

The equipment dealer terminal 105 is operated by an equipment dealer who sells the equipment manufactured by the manufacturer. The maintenance service shop terminal 104 is operated by a maintenance service shop that provides a maintenance service for the device used by the user. The user terminal 103 is used by the user of the device. These terminals 103 to 105 are the management server 10
Since it is a computer similar to the computer 1, the description thereof is omitted here. However, the management server 101 and the terminal 103,
Due to functional differences from 104 and 105, there are differences in installed programs and necessary resources.
The management server 101 requires a large-capacity storage device as a resource for managing the database, and also requires a database management system program for managing the database. On the other hand, each terminal 103-
The resource related to the database of the server 101 is unnecessary for 105. What is commonly required for the server and the terminal is a program such as an electronic mail for realizing the exchange of information described later. When the Internet is used as the network 106, a program that supports an electronic mail protocol (SMTP, POP) that is an Internet standard can be used as an electronic mail program. In addition, in order to display a desired screen on the terminal and make the terminal respond to the server with the necessary input data, each terminal uses a web browser program that supports the hypertext transfer protocol (HTTP), which is an Internet standard, as a client. The management server 101 can use the web server program. The data transmitted from the terminal in accordance with HTTP is so-called CGI (Common
It is passed to the device assurance management program described later via the Gateway Interface) and provided for processing.

Here, the user terminal 103 is directly or
The printer 102 via an appropriate network such as a LAN
Are connected. The printer 102 is an electrophotographic printer, and a consumable item is supplied by a toner cartridge in which a developing unit containing toner and an electrostatic drum are unitized. FIG. 3 is a sectional view of the printer 102.

In FIG. 3, the printer main body 102 forms an image on recording paper, which is a recording medium, based on the supplied character pattern and the like. The operation panel 700 is provided with a switch for operation and an LED display. The control unit 301 controls the entire printer 102 and analyzes character pattern information and the like. The control unit 301 mainly converts character pattern information into a video signal and outputs it to the laser driver 302. The control unit 301 can also be connected to an external memory 311 that supplies font data, an emulation program of a page description language, and the like.

The laser driver 302 is the semiconductor laser 30.
3 is a circuit for driving the laser beam 3, and the laser beam 3 emitted from the semiconductor laser 303 in accordance with the input video signal.
Switch 04 on / off. The laser beam 304 is shaken in the left-right direction by the rotary polygon mirror 305, and the toner cartridge 3
The electrostatic drum 306 provided in 07 is scanned. As a result, an electrostatic latent image having a character pattern is formed on the electrostatic drum 306. This latent image is toner-developed by a developing unit around the electrostatic drum 306, and the developed toner image is transferred to recording paper. A cut sheet is used as this recording sheet, and the cut sheet recording sheet is stored in a sheet cassette 308 attached to the printer 102 and is supplied to the electrostatic drum 306 by a sheet feeding roller 309 and a conveying roller 310.

The toner image transferred onto the recording paper is fixed by the fixing unit 31.
It is heated by 2 and fixed on the recording paper, and then discharged to the discharge unit.

When the toner, which is a consumable item, is used up or the electrostatic drum is damaged, the user opens an opening (not shown) provided in the printer casing, and takes out the used cartridge 307. Replace with a new cartridge.

<Outline of Database> Management Server 101
Manages the manufactured and sold products and their users, guarantees, equipment sales shops that sell the products, maintenance service shops that perform maintenance services, and the like by the above system. The information that is the basis of the management is managed as a database as a storage means. The information that should be managed as a database includes the following.

(1) Product (main unit) information database This is a database in which information on main unit is accumulated.
It has the following items for each product. -Product name-Product name-Product code-Code for uniquely identifying the product-Used consumable information ... Information about the consumables of the product, such as the consumable code assigned to the consumables-Price information ... Product Price.

(2) Product (consumables) information database This is a database in which information about consumables is accumulated, and each product has the following items. -Product name ... Product (consumable) name-Consumable code ... Code for identifying consumables-Used main body information ... Information about the main body product that uses the consumable goods, for example, the product code given to the main body product -Warranty price information ... Price at which consumables are sold with the guarantee of the main product / Price without guarantee ... Price at which consumables are sold without the guarantee of the main product.

(3) Customer information database This is a database in which information about customers is accumulated, and each customer has the following items. User ID: Code / password uniquely given to a customer such as a purchaser of a product ... User authentication code / customer information ... Customer name (company name, department, person in charge),
Address, telephone number, facsimile number, etc./email address ... Customer's e-mail address / purchased product code ... Product code / purchase history of products purchased by the customer ... History information / warranty contract history of products purchased in the past ... Past History information / service history regarding warranty contracts of purchased products ... History information / payment information regarding maintenance services received in the past ... Payment information for purchased products.

(4) Distributor database This is a database in which information on distributors is accumulated, and each distributor has the following items. -Distributor ID ... Code / password uniquely given to the distributor of the device manufacturer ... Code for distributor authentication / Distributor information ... Distributor name, corporate code, address,
Telephone number, facsimile number, etc.-E-mail address ... E-mail address of the store-User ID ... User ID of the customer of the store-Maintenance service enable / disable flag ... Information on the maintenance service ability of the store-Sales history ... Past Historical information / inventory information about sold products ... Information / incentive information about currently in-stock products ... Regarding incentives given to the dealer who sold the product when the manufacturer sells consumables for the product. information.

(5) Service shop information database This is a database in which information on service shops that provide maintenance services is accumulated, and each service shop has the following items. Note that the service shop information is managed for each shop for service shops having a plurality of shops for the convenience of service provision.・ Service store ID ... Code / password uniquely given to the service store that provides maintenance services ... Service store authentication code / service store information ... Service store name, corporate code, address, telephone number, facsimile number, etc. E-mail address ... E-mail address of service store / User ID ... User ID of service store customer / Service history ... History information about service provided in the past / Service cost information ... Information about fee of provided service.

(6) Model-specific failure item database This is a database that collects information related to failures of the main equipment, and has the following items for each product. -Model (product name) ... Product name or product code-Expected failure item ... Details of failures that are likely to occur for each product.

(7) Service information database This is a database in which information on services is accumulated.
It has the following items for each service. -User ID ... User ID of customer who provided the service-Corresponding service shop ID ... ID of the service shop that provided the service-Failure content information ... In the case of repair, information about the content of the failure-Service request information registration date and time ... Service Information related to the date and time when the request was received / Scheduled date and time of service implementation ... Information regarding the scheduled implementation date and time of the request / Service implementation date and time ... Information regarding the date and time when the service was actually implemented / Service result information ... Information regarding the result of the service.

(8) Maintenance service cost database This is a database that collects information on the price for services, and has the following items for each failure content.・ Details of breakdowns ・ Details of breakdowns subject to service ・ Standard repair time… Standard time required for repairs ・ Standard repair charge… Standard charge required for repairs.

(9) Guarantee Information Database This is a database in which information relating to guarantees for the main equipment is accumulated, and has the following items for each guarantee that has occurred. -User ID-User ID of the user of the product-Product code-Product code / consumables code of the product under warranty ... Consumables / warranty code of the consumables sold with warranty for the main product ... Unique code attached to / warranty start date ... Information regarding warranty start date / warranty end date ... Information regarding warranty end date (scheduled end date during warranty period) / consumable purchase history ... past purchase History information / service request history regarding consumables that have been made ... History information regarding maintenance services requested in the past.

The management server 101 manages such a database, performs appropriate processing by referring to the database each time an event such as purchase of a main product or consumable item or provision of a service occurs, and at the same time, if necessary. Update the database accordingly. Next, the operation of the entire device warranty management system will be described for each event that has occurred. The details of the procedure performed by the management server 101 will be described with reference to the flowchart after the overall description of the operation.

<Processing when selling the main body product> FIG. 4 is a diagram showing the operation of the device security management system when the user newly purchases a main body product such as a printer.

In FIG. 4, equipment wholesaler 401 from the manufacturer to the equipment dealer, and equipment ordering 402 from the user to the dealer.
The sale 403 and the sale 403 are performed according to the current state of the transaction, and the device guarantee management system according to the present invention is not involved. In the following explanation, the message after sales 403 is
Exchanged within the equipment warranty management system unless otherwise noted. The numbers in parentheses in FIG. 4 indicate the correspondence with the figures showing specific examples of screens and the like. This also applies to FIGS. 5 to 9.

When the device (main body product) is sold to the user, the store notifies the manufacturer that the device has been sold. This notification may or may not be given via the device warranty management system. The maker that has received this notification receives the notice from the management server 101 to the store terminal 105.
To the user registration screen 404 (FIG. 13).
At this time, with respect to the stores to which the store IDs have not been assigned, new store IDs are assigned and the notice is given at the same time. At that time, the management server 101 adds an item regarding a new store to the store database.

The screen is supplied according to HTTP.
The management server 10 stores URLs (unified resource locators) that specify the server and directories in the server.
It is realized by notifying the terminal from 1. This notification is preferably made online, but may be made offline.

At the store, the URL corresponding to the sold device is specified by the terminal 105 using the web client. The URL notified to the store may indicate an entrance for user registration, but it is desirable that a URL for each device is further assigned.
As a result, the user registration screen for each device placed on the management server 101 is read according to the specified URL and displayed on the display screen of the store terminal 105. FIG. 13 is a diagram showing an example of the user registration screen. FIG.
Indicates that the necessary information has already been entered. The information input on the screen of FIG. 13 is, for the user, customer information such as its name, telephone number, installation location of the device, etc.
302, the name and model number of the purchased main body device (electrophotographic printer in this example) (generally a serial number determined for each model, hereafter abbreviated as S / N) and consumables used for the main body This is device information 1301 such as the name and number of (toner cartridge in this example). In addition, regarding the equipment store, the store information 130 such as its name and telephone number.
3 is input. Further, at the equipment store, the selection information 130 indicating whether the maintenance service of the sold equipment is to be performed at that shop or to be requested to another shop or maintenance service shop.
4. At the next cartridge sale, the user is prompted to enter a selection 1306 as to whether the user plans a guaranteed cartridge or selects a new cartridge at the time of purchase. In addition,
As the guaranteed and unguaranteed selling prices 1305 of the consumable cartridges, values obtained from the product database of the management server 101 are described.

When the necessary input is completed in this way, the registered button is pushed, and the input registration data 405 is transmitted to the management server 101 via the network. In this registration data, as shown in information 405a in FIG.
The data input on the screen of FIG. 13 is included. The management server 101 receiving this registration data updates the database using the received registration data. If the user is new, the new user is registered in the customer information database. In addition, since a cartridge with a warranty is attached to the newly sold main body product, a new warranty is generated at the time of device registration, and a new entry is registered in the warranty information database.

Next, the management server 101 determines a maintenance service shop that provides maintenance services for newly sold devices.
The service shop refers to, for example, the installation location of the device and the selection information 1304 of the service implementation shop included in the registration data, the map database, the service shop database, etc., which are separately provided in the management server 101, and the accessibility to the installation location is easy. Etc. are taken into consideration. The determined service store is
If the determined service store is the same as the product store, the store is notified, otherwise the determined service store is notified by an email message 406.
The message 406 includes a user ID that identifies a user who uses the device, a guarantee number (also called a guarantee code) uniquely generated for the guarantee, a product model name, a main body machine number of a guarantee target, a guarantee period, and the like. Information 406a is included. Figure 1
4 is a diagram showing an example of a service store decision notification mail.
This electronic mail is automatically created and transmitted by the program prepared in the management server 101. The email address is retrieved from the service store information database. Further, non-standard information included in the mail, such as user ID, is obtained from the information registered in the database. This is also the same when creating an electronic mail to be transmitted in the subsequent procedure.

When the predetermined procedure for selling a new product is completed and the database of the management server 101 is updated as described above, the management server 101 sends a message 407 notifying the completion of registration to the user terminal 103 by e-mail. Send to. In this message 407,
The information 406a includes information 407a obtained by adding contact information for ordering consumables and requesting maintenance service. FIG. 15 is a diagram showing an example of the guarantee registration completion mail.

With the above procedure, all registration processing associated with the new sale of the main body product is completed. After that, the manufacturer sends a warranty to the user. Warranty is management server 101
Created automatically using various registration data registered in
It is preferable that it is printed in terms of convenience. FIG. 16 is a diagram showing an example of the format of the guarantee. Note that the guarantee may be sent by mail in writing, but can also be sent by e-mail or the like via the device guarantee system as image data that has been tamper-proofed by applying a digital watermark or the like. .

<Processing when Selling Cartridge> Next, with reference to FIG. 5, a procedure for selling a cartridge, which is a consumable item, to a user who has purchased the main body product will be described. FIG. 5 is a diagram showing an operation of the device security management system when a user purchases a consumable item such as a toner cartridge.

In FIG. 5, the user specifies the cartridge ordering URL (in the example of FIG. 16, "http: // www.
otsu-corp.com/ABC1234456 ") is accessed from the web client installed in the user terminal 103, the screen data 501 for user authentication placed in the location designated by the URL is passed to the user terminal 103 as a message. This URL indicates the location where the screen data 501 is placed on the management server 101. In this example, the user ID is added to the end of the URL for notifying the user as contact information, and the URL of the user is added. Although it has been identified, when the user ID is used for authentication, a character string other than the authentication code may be added, such as the user name.

FIG. 17 is a diagram showing an example of the user authentication screen. When this screen is displayed, the user inputs the user ID assigned to himself / herself and notified by the above-mentioned warranty, etc., and presses the authentication button 1701. By this operation, the input user ID 502 is the user terminal 10
3 to the management server 101 via the network.

The management server 101 receives the received user ID
Corresponds to the URL initially specified by the user,
It collates with the user ID registered in the customer information database. If they do not match, an error screen 503 indicating that the authentication has failed is transmitted to the user terminal 103. FIG.
FIG. 6 is a diagram showing an example of an error screen when authentication fails. On the other hand, if the user authentication is successful, the user terminal 103
To the user, send an order / repair request selection screen 504 for the user to order or repair the cartridge.
Paid to. FIG. 19 is a diagram showing an example of an ordering / repair request selection screen displayed on the user terminal 103.

The user selects either "Toner Cut Ridge Order" or "Repair Request" displayed on the screen of FIG. 19, whichever is desired. The options are displayed in a so-called pull-down menu, and one can be selected from the displayed menus. FIG. 19 shows a state in which two items of “ordering of toner cut ridge” and “request for repair” are displayed as a pull-down menu. When the user presses the enter button after making the selection, the selected item is transmitted to the management server 101 as selection data 505.

Management server 101 that received the selection data
Transmits a screen 506 corresponding to the selected content to the user terminal 103. Here, the description will proceed using a screen for ordering a toner cartridge. The case where the repair request is selected will be described later. When the cartridge order is selected, the management server 101 refers to the customer information database and uses it for the device used by the authenticated user if the warranty for the device used by the authenticated user is currently valid. Determine if the cartridge you plan to purchase is warranted. This determination is based on FIG.
The input data in the next purchase cartridge selection 1306 on the user registration screen shown in FIG.

When the user inputs the information that the user plans to purchase the "guaranteed" cartridge next time when the device is newly registered, the management server 101 sends the guaranteed cartridge ordering screen to the user terminal 103. FIG. 20 is a diagram showing an example of a guaranteed cartridge ordering screen. In addition to the user ID, the model name and model number (S / N) of the main body apparatus purchased by the user, the unit price of the cartridge, and the like are written in advance on the screen by the management server 101. The user inputs the purchase quantity 2001 and presses the order button 2002 on the screen. It is preferable that the management server 101 send a script for calculating the total amount of payment in which the amount of money is input according to the input purchase quantity and tax and displaying it on the screen together with the ordering screen. By notifying the user of those values without imposing a load on the user, the user can visually check the money information and the number information. When the order button is pressed,
Order data 506 including the input purchase quantity is transmitted to the management server 101.

Further, if the user inputs the information that the cartridge for the next and subsequent cartridges is to be "selected at the time of purchase" at the time of newly registering the device, the management server 101 displays the cartridge type selection menu. The cartridge selection ordering screen is transmitted to the user terminal 103. FIG. 21 is a diagram showing an example of a cartridge selection ordering screen. On the screen of FIG. 21, in addition to the screen of FIG. 20, a pull-down menu 2101 for selecting the type of cartridge to be ordered is displayed. However, since the unit price of the cartridge differs depending on whether or not there is a guarantee, the unit price is displayed only after the cartridge type is selected. Also on this screen, by pressing the order button after inputting the quantity, order data 506 including the selected cartridge type and quantity is transmitted to the management server 101.

In addition, the warranty period has already expired,
If the guarantee is not valid, the management server 101 sends an ordering screen for the non-guaranteed cartridge to the user terminal 103. FIG. 22 is a diagram showing an example of a non-guaranteed cartridge ordering screen. The displayed contents are the same as in FIG. 20, but
Since the unit price is different from the guaranteed cartridge, the price according to the type is displayed in the unit price column. Also in this case, when the order button is pressed, the order data 506 including the input quantity is transmitted to the management server 101.

When the user orders a cartridge, the management server 101 determines whether the cartridge type is 2 or not.
Do the street processing. When the ordered cartridge is a non-guaranteed cartridge, necessary data such as a customer information database and a warranty information database is updated. For example, when a non-guaranteed cartridge is ordered for a device whose warranty is valid, the warranty status information is switched to "no warranty". Then, the processing from the code “A” in FIG. 5 is performed. That is, the shipping 509 of the product is arranged and the actual shipping is performed. Of course, the warranty for the device is not included.

On the other hand, if the ordered cartridge is a guaranteed cartridge, the management server 101 updates the customer information database and the guarantee information database according to the contents of the order. For example, the warranty information 507a is updated based on the warranty content and warranty period according to the new order content, such as the purchase history and warranty contract history in the customer information database, the warranty end date and the consumable product purchase history in the warranty information database. It In addition, incentive information in the store information database is also updated.

When the guarantee update process is completed, the management server 101 sends a registration completion message 508 indicating that to the user terminal 103 by electronic mail. FIG. 23 is a diagram showing an example of the content of the registration completion message 508. The message includes a user ID, a model name of a guarantee target, a machine number (S / N), and a guarantee number for specifying the guarantee, as information for clearly indicating the guarantee period and the guarantee target. After that, delivery of the warranty-registered cartridge and the printed warranty card 509 to the user is performed. Note that, as described above, the warranty is not necessarily required as long as it can be substituted with image data or the like.

When a cartridge, which is a consumable item, is sold, the manufacturer gives an incentive to the store that sells the main body product in which the cartridge is used. This incentive is a privilege given to the retailer to promote the sales of the main body product, and is a certain percentage of money or the like of the cartridge price sold using the ordering system described above. Therefore, the management server 101
Sends an incentive information notification mail 510 to each store that sells the main body product in which the cartridge used for a certain period is sold. Figure 24
[Fig. 6] is a diagram showing an example of contents of an incentive information notification mail. The message includes the period for which the incentive is aggregated and the content of the privilege to be given, that is, the amount of money if the incentive content is a monetary bonus. Further, a URL for referencing information that is useful for future business activities, such as details of the contents from the retailer, for example, information regarding the user who placed an order for incentives and the number of orders, is also included. . This U
The location (directory) specified by the RL is the management server 1
01, and the management server 101 prepares by referring to the contents of the database according to the occurrence of an incentive.

As described above, the cartridge is sold together with the main body product, and after the sale, the order-sale procedure of the cartridge used for the main body product is executed.
Therefore, the user can select to give a guarantee when ordering a consumable item, and thus it is possible to give flexibility to the selection of the guarantee, so that it is possible to meet the needs of various users.

Further, by integrating the guarantee for the consumables and the equipment that uses the consumables, it is possible to easily and continuously manage the equipment that uses the consumables and the information about the user who uses the equipment. It becomes possible to do. As a result, it is possible to manage and accumulate information useful for development / production activities of equipment manufacturers and sales activities of dealers.

Further, the system of the present embodiment, in which the cartridge which is a consumable item is sold with the guarantee for the main body using the cartridge, is guaranteed for the product having a high operation rate and frequent maintenance service. The price will be higher, and conversely the operating rate will be lower and the warranty price will be set lower for products with low maintenance service frequency.
In other words, even for so-called sold-out main products and consumables that do not involve continuous maintenance contracts, a paid guarantee of an appropriate fee corresponding to the frequency of maintenance service for them is provided through the conventional act of selling consumables. Can be provided. In addition, by setting the limit of the warranty period to the normal usage period of the cartridge (1 year in this example), the warranty for a longer period than necessary can be avoided if the frequency of failures and product life are taken into consideration. be able to. That is, the user has the merit of being able to reduce the expensive guarantee cost generated by the unnecessary guarantee for a long period of time.

Further, according to this procedure, the management server 101
If the ordered cartridge has a guarantee for the main body device, the information regarding the guarantee can be updated to prepare for the occurrence of maintenance service or the next update of the guarantee. In addition, it is not necessary to separately prepare a system for processing the paid guarantee. Further, since the consumable item and the product warranty are sold at the same time, information management can be facilitated as compared with the case of selling them separately. In addition, since it is possible to unify the respective sales channels of providing guarantee and supplying consumables, waste can be eliminated, and accordingly, an effect of reducing costs can be obtained.

On the other hand, the user can continue the guarantee of the main product without any special procedure when purchasing the cartridge which is necessary for using the device. Since the consumable items are purchased as long as the main product is used, it is possible to prevent the warranty from being expired due to an error by the user, such as leaving the consumable product neglected in the warranty continuation procedure. In addition, it is possible for the user to periodically review the guarantee at the time of ordering the cartridge, and to avoid the payment of the expensive guarantee cost associated with the long-term guarantee contract.

<Procedure for Performing Maintenance Service> Next, with reference to FIGS. 6 and 7, a procedure for maintenance service from request to implementation and payment of a fee at the time of maintenance service of the apparatus will be described. FIG. 6 and FIG. 7 are diagrams showing an operation procedure by the device assurance system started from the time when the user requests maintenance services such as repair from the manufacturer.

In FIG. 6, the user who requests the repair or inspection of the device sends the cartridge ordering / repair acceptance URL described in the message of FIG. 15 or the warranty of FIG. 16 notified at the time of purchasing the device to the web of the user terminal 103. Specify from the client. On the other hand, the management server 101 transmits the screen of the specified URL to the user terminal 103, and the authentication screen is suitable as the screen corresponding to this URL. The procedure from the authentication screen data 601 to the transmission of the order / repair selection screen data 604 is the same as the procedure at the time of purchasing the cartridge described in FIG.

The screen of FIG. 19 is displayed on the user terminal 103 which has received the order / repair selection screen 604.
When requesting repair, the user selects "repair request" from the menu and presses the OK button. In response to this, the repair selection data 605 is transmitted from the user terminal 103 to the management server 101.

The management server 101 which has received the repair selection data displays the warranty number confirmation screen data on the user terminal 103.
Send to. FIG. 25 is a diagram showing an example of the guarantee number confirmation screen. However, the warranty number confirmation screen is the screen 25a above the two-dot chain line in FIG. That is, at this time, the lower half screen 25b of FIG. 25 is not displayed on the user terminal 103. Needless to say, these may be completely different screens.

FIG. 25 shows a state in which the user has made necessary inputs, and includes a guarantee number (guarantee No.) input box 2501 and a main body machine number (S / N) input box 2.
The contents of 502 are blank when initially displayed. The user presses the confirmation button after filling in these blanks with appropriate contents. As a result, the guarantee number and the main body machine number data 607 are transmitted to the management server 101.

When the management server 101 receives the guarantee number and the main body machine number data 607, the management server 101 refers to the guarantee information database, and confirms whether the guarantee number and the main body machine number are registered in the database or the user who has previously input the same. It is determined whether the ID is correctly supported. If these are not correct, it is determined that the entered warranty number or main body machine number is incorrect, an error screen is sent to the user terminal and displayed, and the user is prompted to input again. FIG. 26 is a diagram showing an example of the error screen. Although not shown in FIG. 26, a confirmation button may be arranged on this screen, and if the confirmation button is pressed, the warranty number confirmation screen data may be displayed again on the user terminal 103.

When the input machine number for identifying the main body device is authenticated, it is determined whether the guarantee of the device is valid or not, by referring to the guarantee end date of the guarantee information database.
If the warranty period has already passed and the warranty has not continued, the warranty expiration screen data is transmitted to the user terminal and the warranty expiration screen is displayed. FIG. 27 is a diagram showing an example of the warranty expiration screen. After confirming that the warranty has expired, the user can decide whether to request repair. If you do not request repair, press the "End" button to interrupt the repair request procedure. On the other hand, when requesting repair, press the "here" part specified on the screen. Thereby,
Data indicating that the user requests the repair after confirming that the warranty has expired is transmitted to the management server 101.

When the warranty number and the main unit model number data 607 are authenticated and it is confirmed that the warranty is still valid, or when the data indicating that the warranty has expired and the repair request is received is received. The management server 101 transmits the service request screen data 608 to the user terminal 103 for display. The screen 25b in the lower half of FIG. 25 is the service request screen. At this time, the entered warranty number confirmation screen 25a is also displayed, and the entire screen of FIG. 25 is displayed on the screen of the user terminal 103. Of course, 25
The screens a and 25b may be different screens. The service request screen 25b includes a check box 2503 and a character input box 2 for the user to specify the details of the product failure.
504 is arranged. Here, check box 2
The failure contents listed in 503 are the contents of the failure items expected for the repair-requested product retrieved by the management server 101 from the model-specific failure item database. The model-specific failure item database is one that picks up and registers a failure with a high occurrence frequency for each model based on failure information predicted at the development stage or obtained by statistics. In addition, by recording the frequency of occurrence based on information such as past repair requests, and by updating the already-registered information about failures that are likely to occur at any time, it is possible to create a database that matches the current situation.

Now, the user should check the corresponding failure content from the failure candidates displayed on this screen,
Alternatively, the content of the failure is described in the character input box 2504, and the send button is pressed. As a result, the service request data 609 is transmitted to the management server 101. The service request screen 25b (including the warranty number confirmation screen 25a) is a screen that is repeatedly displayed thereafter to display the details of the failure. Therefore, the data of this screen is the failure content information of the service information database. For example, the data may be collectively stored using some recording medium.

The management server 101 having received the service request data 609 updates the database with the failure content included in the service request data. The update target is, for example, the service request history of the warranty information database, the service request information registration date and time of the service information database, and the like. After the necessary database update processing, from the service information database, send it to the service shop corresponding to the user who requested the repair, and send a maintenance service correspondence email 7
Send 01. In FIG. 7, it is described as if it was sent from the manufacturer to the equipment store and the service store, but this means that the service implementation store is one of these, and the email is Only sent to the service provider. 28: UR for maintenance service
It is a figure which shows an example of the L contact mail 701. The location designated by the URL shown here is located on the management server 101.

At the service implementing store which has received the mail 701, the URL notified by mail is designated by the web client of the terminal (sales shop terminal 105 or service shop terminal 104). The management server 101 transmits the maintenance service compatible screen data 702 to the terminal that specifies the URL. FIG. 29 is a diagram showing an example of the maintenance service support screen. Figure 2 shows the contents of the maintenance service support screen.
The repair request screen shown in FIG. 5 includes the input itself by the user, and in addition to that, an input field 2901 for inputting the time when maintenance service is possible at the service store is also included.
When this maintenance service available time is input and the “Send” button is pressed, the terminal 104 or 105 of the service shop
Visits the management server 101 and visits date and time data 703a
Send service acceptance data including.

The management server 101 uses the visit date / time data 70.
When 3a is received, the date and time to implement the service is determined,
The database is updated accordingly. Since the service implementation date and time is convenient for the user, the user may input the desired date and time on the repair request screen of FIG. In that case, the service shop can input the serviceable date and time in consideration of the user's request. At this point, for example, the scheduled service date and time of the service information database and the corresponding service store are updated.

When the service implementation date and time is thus determined,
The service acceptance mail 704 is transmitted from the management server 101 to the user terminal 103. FIG. 30 is a diagram showing an example of the service acceptance mail. The service acceptance mail includes the name of the product to be serviced, its model number, the warranty number if a warranty is attached, and information 704a of the scheduled service implementation date and time.

Then, the management server 101 notifies the service implementing store of the URL corresponding to the screen for entering the report after the service is completed by the service report URL contact mail 705. FIG. 31 is a diagram showing an example of the service report URL contact mail 705. Service acceptance mail 704 and service report UR
The order of the L contact mail 705 may be changed.

After this, a technician is dispatched from the service implementing store to the user to carry out the maintenance service 706. Of course, this procedure does not depend on the device warranty management system. When the service ends, a service report URL contact email 705 is sent from the service store terminal.
The URL notified by is specified, and the service report entry screen data 707 specified by the URL is transmitted from the management server 101 to the terminal of the service implementing store. Figure 32
FIG. 8 is a diagram showing an example of a service report entry screen. In the upper half thereof, the failure content 3201 itself input by the user on the repair request screen shown in FIG. 25 is displayed.
This part can be searched from the user ID or the product model number when the failure content data is stored.

Below the failure content, a check box and a character input box for inputting the processing performed by the engineer are displayed. As for the remedy method, some remedy methods corresponding to the failure content are displayed and a check box is attached. Although the database including the failure content and the remedy method has not been shown so far, it may be included as one item of the model-specific failure item database, for example. When the procedure performed by the service implementing store is input and the send button is pressed, the service report data 707a is sent from the terminal to the management server 101.

Management server 1 receiving the service report
01 updates the service history of the service store information database and the service execution date and time of the service information database according to the report. The content of the treatment is stored as service result information in the service information database.

After the service is finished, the management server 101 calculates the price according to the service report data submitted by the service store, referring to the failure content of the maintenance service cost database, the standard repair charge, and the like. The calculated price is stored as service cost information in the service store information database.

As described above, the procedure from the repair request to the execution of the repair is completed. As a result, since the failure information is generated when the user requests the service, the service shop reduces the work for identifying the failure and improves the convenience. Similarly, the user only has to select the relevant one from the expected failure information presented in advance, which improves convenience. Further, as a result, the user can notify the service requestee of the exact details of the failure, which makes it possible to speed up the service and reduce the service cost.

In addition, the device warranty management system of the present embodiment performs a series of processes from the user's request for repair to the notification of failure contents to the service shop, creation of a repair work schedule, and notification to the user of the work schedule. As a result, it is possible to prevent maintenance services from failing or failing due to omissions or delays.

Further, since the user, the maker, and the service shop are contacted with each other by writing on a screen provided from the management server 101 or by an electronic document such as an electronic mail, the description contents thereof are managed as a database. To
It is possible to eliminate the work of inputting a slip again and to confirm the contact details at a later date.

Further, since the customer information and service information can be centrally managed, the information can be easily used for sales activities and product development.

<Settlement Procedure for Service Price> After the service is carried out, the cost required for repair is settled. Figure 8
It is a figure which shows the payment procedure of a service price.

In FIG. 8, the procedure for service fee settlement differs depending on whether the provided service is for a product with a guarantee, that is, whether the guarantee of the product for which the maintenance service is performed is valid or invalid. If the service is for a device for which the warranty is valid, the cost will be borne by the manufacturer who guarantees the maintenance service. for that reason,
When the service is provided to the device for which the guarantee is valid, the management server 101 refers to the service cost information in the service store information database, and sends the service price payment notification mail 801 to the terminal of the service implementing store. To send. FIG. 36 is a diagram showing an example of the maintenance price payment mail 801. The amount of money, the due date of payment, and the URL for accessing the summary of payment details are described. In this example, the actual payment is made by wire transfer using a financial institution.

On the other hand, in the case of a maintenance service provided for a device whose warranty is not valid, the user pays the cost. In that case, the manufacturer acts as a collection agent,
After collecting the money, pay the price to the store that performed the service. Therefore, the management server 101 refers to the service cost information of the service store information database, the user ID of the service information database, and the like, and sends the maintenance service cost billing mail 802 to the user. FIG. 35 is a diagram showing an example of the maintenance service fee billing mail 802. The contents are almost the same as a normal bill.

The user pays 803 for this request.
Then, the service price payment mail 804 is transmitted from the management server 101 to the terminal of the service implementing store. In this example, the payment is not performed by the device guarantee management system, but by using electronic commerce by a payment agent such as a credit card, the device is used as a procedure from the user terminal to the management server 101 of the manufacturer. It can be done on the warranty management system.
Note that the content of the service price payment mail 804 to the service implementing store is the same as in FIG.

By performing the payment processing in this way, it is possible to simplify the settlement business of the service price at the time of service. Further, when the invoiced user or the service shop receiving the payment desires the details, the URL for accessing the summary describing the details in the management server 101 is notified together with the payment notification or the invoice. The user terminal or the service shop terminal can refer to the URL and refer to the details stored in the management server 101. It should be noted that the details are created and stored at the same time when the bill or the payment notice is created, by referring to the failure content of the maintenance service cost database, the standard repair charge, and the like.

<Guarantee Period Expiration Notification Procedure> As described above, the guarantee is generally provided with a fixed term. Therefore, the device warranty management system manages the deadlines for each of the guarantees provided. Then, before the expiration date of the warranty, the user is notified of that fact to provide an opportunity for renewal of the warranty. FIG. 9 is a diagram showing a procedure for issuing a warranty expiration notice to a user.

For example, as a daily process, the management server 101 checks the warranty end date and time items for all entries registered in the warranty information database, and if there is a warranty end date and time that is two weeks after the current date and time, guarantees it. The expiration warning mail 901 is addressed to the user terminal 103 and transmitted. Once the mail has been issued, a flag indicating that fact is set, and it is recorded for each corresponding entry that the transmission processing of the warranty expiration warning mail has already been completed. FIG. 33 is a diagram showing an example of the warranty expiration warning mail. In the email, the model name and model number (serial number (S / N)) of the product to be guaranteed, the warranty number, and other information for identifying the warranty and the product to be covered by the warranty, and the warranty registration date are shown.
In this example, the warranty is for one year, so the date one year after the warranty registration date (the first day of the warranty) is the warranty expiration date. Of course, the warranty expiration date may be displayed instead of the warranty registration date, or may be displayed together. Furthermore, in the email,
FIG. 5 for purchasing a cartridge from the authentication screen shown in FIG.
The URL that is the entrance to the procedure is displayed. By accessing this URL from the user terminal 103 and purchasing the cartridge, the user can renew the warranty before the expiration of the warranty.

When the guarantee period elapses without the guarantee being updated, the management server 101 transmits to the user terminal 103 a guarantee period e-mail 902 which notifies the guarantee expiration. FIG. 34 is a diagram showing an example of the guarantee period e-mail. In this email, the model name and model number (serial number (S / N)) of the product covered by the warranty, warranty number, etc.
Information that identifies the warranty and the product covered by the warranty, the warranty registration date, and a message that the warranty has expired are displayed.

In this way, based on the information regarding the guarantee period (guarantee end date) managed by the management server 101,
The user may be notified of the warranty expiration warning and given the opportunity to update.

Even when the warranty expires after the warranty period has expired, the above-mentioned cartridge ordering and maintenance service request can be made. In that case, the user is authenticated by inputting the user ID already given to the user on the screen shown in FIG. 17, and the toner cartridge order or maintenance service (repair) request is made on the screen shown in FIG. You can select either one. When the cartridge order is selected, the cartridge order screen without warranty shown in FIG. 22 is displayed on the user terminal, and the cartridge can be ordered by inputting necessary information. When the maintenance service (repair) request is selected, the authentication screen shown in FIG. 25a is provided. Here, the machine number (S / N) of the main body device and the guarantee code (guarantee No.) are input to perform authentication. It should be noted that although the guarantee code is a code that has already been invalidated, a specific code may be indicated and entered after the guarantee is invalidated.

Although the warranty expiration notification procedure has been described above, if the cartridge purchased last time is still in use even if the warranty expiration date of the device is reached, the warranty will be invalid unless a new cartridge is purchased. The form is
It seems at first glance that it is not convenient for the user. However, if the frequency of use of the product is lower than the prescribed level, it is better to buy an unguaranteed cartridge that is not guaranteed but is cheaper than purchasing a guaranteed cartridge and free maintenance service. If you make a purchase and need maintenance in any case, it will be easier for users to pay for repairs each time. It is more convenient for users to be able to select whether or not there is a guarantee depending on the actual usage status that can be recognized by using the device, rather than paying a large guarantee price for a long-term warranty contract before using it Can be made.

<Operation Procedure of Management Server 101> The operation of the entire device assurance management system has been described above. Here, the management server 10 which is the center of this system is described.
The operation of No. 1 will be described again. This means that for the user terminal 103, the dealer terminal 105, and the service terminal 104, a commercially available personal computer can be installed with a web browser program, a mail program, etc., which are also commercially available or distributed free of charge. This can be realized because the management server 101 executes a program specifically designed for this system, and thereby the device warranty management system of this embodiment is realized. This program has a function of providing a web page (each display screen designated by the above-mentioned URL) to the network by a commercially available or free web server program and a function of receiving the data filled in the form therein. It is possible to use the definition, reference, update function, etc. of the database by a commercially available database management program. Therefore, in the description of the flow chart, those steps are not referred to deeply.

(New Registration) FIG. 10 is a flowchart showing the procedure for newly registering the main unit. This procedure is explained in FIG. The procedure of FIG. 10 is started when the management server 101 supplies the user registration screen to the store terminal 104. The subsequent process is a process performed by the management server 101.

First, the user information such as the product model number (main unit S / N), the cartridge number, and the installation location transmitted from the store terminal 104 using the user registration screen (FIG. 13) is received (step S1001). ). From the received product model number, it is determined whether or not the product is a newly registered device (step S1002), and if not, the process returns to step S1001 as incorrect registration and waits for retransmission. At this time, a message urging retransmission may be transmitted to the retail store terminal 104.

If it is determined that the user is a newly registered user,
User ID, model name and model number of warranty, warranty start date,
New user information including a store name, a setting place, a guarantee number, etc. is generated, and a new entry is registered in a database including those items, for example, a customer information database, a guarantee information database, a store database, etc. (step S1003).

Then, the designation of the service implementation store included in the user registration information is determined (step S1004), and if "own company" is checked, the store that sold the product is determined as the service implementation store (step S1005). ,
If "Outsourced by another company" is checked, an appropriate maintenance service shop is selected from pre-registered maintenance service shops based on the distance between the device installation location and the service shop (step S1006). The determined service shop is also registered in the service shop database or the customer information database. Then, the service store determination notification (FIG. 14) is transmitted to the terminal of the determined service implementing store (step S1007), and the registration completion mail (FIG. 15) is transmitted to the user terminal 103 (step S100).
8). The order of determining the service store and sending the mail is not limited to the order of FIG. 10 as long as the notification shown in FIGS. 14 and 15 can be issued.

(Cartridge Order) FIG. 11 is a flowchart showing the procedure of processing by the management server 101 when a cartridge order is received. The user accesses the input screen corresponding to the URL notified in advance, and
The processing in FIG. 11 is started from the time when the user ID is input on the screen of No. 7 and authentication is requested.

First, the user ID transmitted from the user terminal 103 is received (step S1101), and it is determined whether it is the correct user ID (step S110).
2). If it is not correct, the screen display data of FIG. 18 is transmitted to the user terminal 103 and the transmission is waited for again. On the other hand, if it is correct, that is, if the authentication is performed, the screen data of FIG. 19 is transmitted to the user terminal 103 to select whether to order the cartridge or request the repair. If there is a response, the content is judged (step S1103), and if the cartridge is not ordered, the process branches to step S1201 in FIG. If the cartridge is ordered, the process branches to step S1104. The processes subsequent to step S1104 are processes unique to the cartridge order.

When an order is placed, it is determined whether the order is a guaranteed cartridge or a non-guaranteed cartridge (step S1104). The content of the warranty information database is updated according to this result. At that time, if the order is for a guaranteed cartridge, the warranty end date and the like in the warranty information database are updated to the warranty continuation information (step S110).
5) If the order is for an unguaranteed cartridge, the warranty suspension information is updated (step S1110). The update of the warranty information is not limited to the warranty information database, but the warranty contract history of the customer information database is also updated. Note that the update to the warranty suspension information can be realized by, for example, adding an identifier or the like indicating the confirmation of the warranty suspension on the warranty end date of the warranty information database.

When the guarantee is continued, the guarantee certificate written information is generated based on the guarantee information updated in step S1105 (step S1106). Then, the registration completion mail (FIG. 23) indicating that the warranty update is completed is transmitted to the user terminal 103 (step S1107).

When the guarantee processing is completed, the incentive to be paid to the store is determined according to the cartridge price or the like, and the incentive information in the store database is updated (step S1108). In addition to accumulating the amount of money, the incentive information records the details for the purpose of creating the details.

Finally, the incentive information (FIG. 24) is transmitted to the store terminal 104 based on the incentive information (step S1109). Note that step S110
Since the processing of 9 is monthly processing in this embodiment,
It is desirable to be one independent program.

(Reception of Service Request) FIGS. 12A and 12
B is a flowchart showing a processing procedure by the management server 101 when a service request is received. Step S1
Steps before 201 are the same as those in FIG. 11 (separately described, but originally one), and thus description thereof will be omitted.

When the service request from the user is received,
The management server 101 transmits the repair request screen data shown in FIG. 25 to the user terminal 103 to input the product model number, warranty number, etc., and receives the information input and transmitted on the repair request screen (step S1201). Next, it is determined whether the received product model number (device S / N) is correct (step S1202). If the product model number is not correct, the screen data of FIG. 26 is transmitted to the user terminal 103 to notify the error, and the retransmission is urged.

On the other hand, if the received information is correct, then it is determined whether the guarantee of the product is valid (step S1).
203). If it is determined that the guarantee is not valid, the screen data (FIG. 27) notifying the fact is transmitted to the user terminal 103, and if there is no request, the service request receiving process is ended.

When the warranty is valid or when a paid service is requested, the model-specific failure information of the product to be guaranteed is searched from the model-specific failure item database, a repair request screen is created and transmitted to the user terminal 103. (Step S1
205). When the user checks the corresponding item with respect to this or when the failure content is entered and transmitted as a service request to the management server 101, the service request is received (step S1206).

The service history information such as the service request history in the warranty information database and the service request information registration date and time in the service information database is updated by the received service request (step S1207). Then, the service information database is searched for the corresponding service implementation store, and the service request information (service correspondence URL contact mail: FIG. 28) is transmitted to the terminal of the store (step S1208). When the URL is designated, the maintenance server corresponding screen of FIG. 29 is passed from the management server 101 to the terminal, and the maintenance service available date and time input and transmitted on the screen is received (step S1209).

The management server 101 determines the service date and time, transmits the service acceptance information (FIG. 30) to the user terminal (step S1210), and sends the service report URL contact mail ( Service result input request information: FIG. 31) is transmitted (step S1211).

After the service is completed, the service-providing store writes the result of the service performed on the service report input screen displayed when the notified URL is designated.
This URL is on the management server 101, and the management server 101 receives the service result entered and transmitted (step S1212).

Upon receiving the service result, the service history information is finally updated (step S1213). Here, in addition to the service history of the customer information database and the service store information database, the service execution date and time and the service result information of the service information database are updated.

At the same time, the service cost is calculated from the content of the procedure described in the service report by referring to the maintenance service cost database (step S121).
4). The calculated service cost is calculated in step S1215.
According to the result of the determination as to whether the guarantee is valid or not, a cost request mail (FIG. 35) is sent to the user terminal 103 to charge the user for the cost if it is not valid (step S1216).

In addition, regardless of whether or not there is a guarantee, in order to pay the cost to the service shop, the cost payment mail (FIG. 36) is transmitted to the service shop terminal 104 (step S1217).

As described above, the management server 101 performs the central processing of the device guarantee management system. Since terminals other than the management server 101 can use commercially available software or free software, the system can be constructed at low cost. Further, service shops, dealers, and users other than the provider (manufacturer in this example) of the management server 101 are
Businesses only need to be able to connect to networks using widely-used personal computers and personal digital assistants, and do not need any special investment to realize this system.

Further, since the management server 101 centrally performs from the user registration associated with the new purchase of the product to the ordering of the cartridge and the arrangement of the maintenance service accompanied by the certification of the warranty, the management process can be made efficient and simplified. it can.

<Effects of the system according to the present embodiment> As described above, the cartridge is sold together with the main body product, and after the sale, the order-sale procedure of the cartridge used for the main body product is executed. For this reason, when selling the main body product and the cartridge, the user can select to give a guarantee to the device used when ordering the consumables, so that flexibility can be given to the selection of the guarantee. , Can meet the needs of a wide variety of users.

Further, by consolidating the guarantee for the consumables and the equipment using the consumables, the management of the equipments that use the consumables and the management of the information about the user who uses the equipments can be performed easily and continuously. It becomes possible to do. As a result, it is possible to manage and accumulate information useful for development / production activities of equipment manufacturers and sales activities of dealers.

[0138] Further, the system of the present embodiment, in which the cartridge which is a consumable item is sold with a guarantee for the main body using the cartridge, is guaranteed for a product having a high operating rate and a high frequency of maintenance service provision. The price will be higher, and conversely the operating rate will be lower and the warranty price will be set lower for products with low maintenance service frequency.
In other words, even for so-called sold-out main products and consumables that do not involve continuous maintenance contracts, a paid guarantee of an appropriate fee corresponding to the frequency of maintenance service for them is provided through the conventional act of selling consumables. Can be provided. In addition, by setting the limit of the warranty period to the normal usage period of the cartridge (1 year in this example), the warranty for a longer period than necessary can be avoided if the frequency of failures and product life are taken into consideration. be able to. That is, the user has the merit of being able to reduce the expensive guarantee cost generated by the unnecessary guarantee for a long period of time.

Further, it becomes possible for the manufacturer side which supplies the consumable supplies and equipment to manage the customer information for the user who does not add the guarantee of the maintenance service.

Further, according to this procedure, the management server 101
If the ordered cartridge has a guarantee of the main body device, it is possible to update the information regarding the guarantee and prepare for the occurrence of maintenance service or the next update of the guarantee. In addition, it is not necessary to separately prepare a system for processing the paid guarantee. Further, since the consumable item and the product warranty are sold at the same time, information management can be facilitated as compared with the case of selling them separately. In addition, since it is possible to unify the respective sales channels of providing guarantee and supplying consumables, waste can be eliminated, and accordingly, an effect of reducing costs can be obtained.

Further, since the manufacturer sells the consumable goods in a lump, it is possible to reduce the inventory of the consumable goods held by the dealer and the manufacturer, and eliminate the cause of deterioration of the profit of the dealer and the manufacturer.

On the other hand, the user can continue to guarantee the main body product without any special procedure when purchasing the cartridge which is necessary for using the device. Since the consumable items are purchased as long as the main product is used, it is possible to prevent the warranty from being expired due to an error by the user, such as leaving the consumable product neglected in the warranty continuation procedure. In addition, it is possible for the user to periodically review the guarantee at the time of ordering the cartridge, and to avoid the payment of the expensive guarantee cost associated with the long-term guarantee contract.

Further, from the service request to the arrangement thereof is completed by the above-mentioned procedure. Further, since the device used by the user is specified, it is possible to generate failure information that is expected when the user requests a service. Therefore, the user performs work for specifying the failure and registration of the failure information. Work is reduced and convenience is improved. Further, as a result, the user can notify the service requestee of the exact details of the failure, which makes it possible to speed up the service and reduce the service cost.

Also regarding maintenance service implementation, management of user information, model information, and warranty information can be unified, and when the user requests maintenance service, information is not confused between the user, manufacturer, and service shop. However, it is possible to easily adjust the date and time when the service is carried out, and it is possible to respond promptly.

In addition, the device warranty management system of the present embodiment performs a series of processes from the user's request for repair, the notification of the failure content to the service shop, the creation of the repair work schedule, and the notification to the user of the work schedule. As a result, it is possible to prevent maintenance services from failing or failing due to omissions or delays.

Further, the user, the manufacturer, and the service shop are contacted with each other by writing on a screen provided from the management server 101 or by an electronic document such as an electronic mail, and the description contents thereof are managed as a database. To
It is possible to eliminate the work of inputting a slip again and to confirm the contact details at a later date.

Also, at the stage of deciding the service implementing store, the service store most suitable for the user is selected, so that quick service is possible.

Since the customer information and service information can be centrally managed, the information can be easily used for sales activities and product development.

Further, by performing the payment processing as described above, it is possible to simplify the service payment service at the time of service. Further, when the invoiced user or the service shop that received the payment desires the details thereof, the URL corresponding to the information in which the details are described in the management server 101 is notified together with the payment notice or the invoice, so that the user From the terminal or the service shop terminal, it is possible to access the URL and refer to the details stored in the management server 101.

As described above, the management server 101
Since it is possible to notify the user of the warranty expiration warning and give the user an opportunity to update based on the information regarding the warranty period (warranty end date) managed by, the mistake of forgetting to update can be reduced.

For users who use products infrequently, that is, cartridges are purchased infrequently, it is less burdensome to repair for a fee for each failure than to purchase a paid warranty and free maintenance service. The burden on the user for maintenance is also reduced.

As described above, the management server 101
Performs the central processing of the device assurance management system, and terminals other than the management server 101 can use commercially available software or free software, so that the system can be constructed at low cost. Also, therefore, the management server 101
Service providers, dealers, and users other than the provider (manufacturer in this example) do not need any special investment to realize this system.

Further, since the management server 101 centrally performs from the user registration associated with the new purchase of the product to the ordering of the cartridge and the arrangement of the maintenance service accompanied by the certification of the warranty, the management process can be made efficient and simplified. it can.

The object of the present invention is to supply any storage medium (or recording medium) recording a program code of software for realizing the procedure of the above-described embodiment to a system or apparatus, and to supply the computer of the system or apparatus. (Or CPU or MPU) reads and executes the program code stored in the storage medium.

In this case, the program code itself read from the storage medium realizes the functions of the above-described embodiments, and the storage medium storing the program code constitutes the present invention.

Moreover, not only the functions of the above-described embodiments are realized by executing the program code read by the computer, but also the operating system (OS) running on the computer is executed based on the instruction of the program code. ) And the like perform a part or all of the actual processing, and the processing realizes the functions of the above-described embodiments.

Further, after the program code read from the storage medium is written in the memory provided in the function expansion card inserted in the computer or the function expansion unit connected to the computer, based on the instruction of the program code. It also includes a case where a CPU or the like included in the function expansion card or the function expansion unit performs a part or all of the actual processing, and the processing realizes the functions of the above-described embodiments.

Further, it also includes a case where the functions and effects of the above-described embodiments are obtained by providing the program code and the application for performing the above control via the network.

The above is a detailed description of the present invention.
Although an electrophotographic printer using a toner cartridge has been used, the present invention is not limited to this, and is applicable to all devices that regularly purchase and replace consumables.

[0160]

As described above, according to the present invention, the warranty of the equipment is given to the consumable goods used in the equipment, so that the equipment can be guaranteed for the equipment to be used according to the order of the consumable goods. This is possible and has the effect of increasing the convenience for the user.

Further, by consolidating the guarantee for the consumables and the equipment using the consumables, it is possible to easily and continuously manage the equipments that use the consumables and the information about the users who use the equipments. It becomes possible to do. As a result, it is possible to manage and accumulate information useful for development / production activities of equipment manufacturers and sales activities of dealers. By integrally selling the warranty and the consumables for the main product, it is possible to manage the customer information.

Further, by selling the main body using consumables with a guarantee, the price of the guarantee is high for a product with a high operating rate and a high frequency of maintenance service provision, and conversely the operating rate is high. The price of the warranty is set low for products that are low and maintenance services are infrequent, and the advantage that the user can reduce the high warranty cost generated by unnecessary warranty over a long period of time is generated. Become.

Further, in selling the main body products and the cartridges, the user can select to give a guarantee when ordering a consumable item, so that flexibility can be given to the selection of the guarantee. It can meet the needs of various users.

Further, by integrating the consumable item and the warranty, it is possible to easily manage the equipment that uses the consumable item.

If the ordered cartridge has a guarantee for the main device, the information regarding the guarantee is updated,
You can prepare for the occurrence of maintenance service and the next warranty update. In addition, there is no need to separately prepare a system for processing the paid guarantee.

Further, since the consumable item and the product warranty are sold at the same time, the information management can be facilitated as compared with the case where they are sold individually. In addition, since it is possible to unify the respective sales channels of providing guarantee and supplying consumables, waste can be eliminated, and accordingly, an effect of reducing costs can be obtained.

Further, since the consumables are sold in a lump, the inventory of the consumables can be reduced and the cost can be reduced.

Further, since the consumable item and the main body product are integrally guaranteed, it is possible to prevent the guarantee from being expired due to an error by the user.

Further, it is possible to notify the user of a warranty expiration warning and to give an opportunity to update it, based on the managed warranty period information (guarantee end date).

Since terminals other than the server can use commercially available software or free software, the system can be constructed at low cost. Therefore, a person who handles only the terminal does not need any special investment for realizing the present invention.

[Brief description of drawings]

FIG. 1 is a diagram showing the overall configuration of a device warranty management system that is an embodiment of the present invention.

FIG. 2 is a block diagram of a computer that realizes a management server 101 and the like.

FIG. 3 is a cross-sectional view of the printer 102.

FIG. 4 is a diagram showing an operation of the device security management system when a user newly purchases a main body product such as a printer.

FIG. 5 is a diagram showing an operation of the device security management system when a user purchases a cartridge.

FIG. 6 is a diagram showing an operation procedure by the device assurance system started from the time when the user requests maintenance service such as repair from the manufacturer.

FIG. 7 is a diagram showing an operation procedure by the device assurance system started from the time when the user requests maintenance service such as repair from the manufacturer.

FIG. 8 is a diagram showing a procedure for adjusting a service price.

FIG. 9 is a diagram showing a procedure for issuing a warranty expiration notification to a user.

FIG. 10 is a flowchart showing a procedure by the management server 101 when newly registering a main body apparatus.

FIG. 11 is a flowchart showing a procedure by the management server 101 when an order for a cartridge is received.

FIG. 12A: Management server 10 when receiving a service request
3 is a flowchart showing a processing procedure according to 1.

FIG. 12B is a management server 10 when receiving a service request
3 is a flowchart showing a processing procedure according to 1.

FIG. 13 is a diagram showing an example of a user registration screen.

FIG. 14 is a diagram showing an example of a service store decision notification mail.

FIG. 15 is a diagram showing an example of a guarantee registration completion mail.

FIG. 16 is a diagram showing an example of a format of a guarantee certificate.

FIG. 17 is a diagram showing an example of a user authentication screen.

FIG. 18 is a diagram showing an example of an error screen when authentication fails.

FIG. 19 is a diagram showing an example of an ordering / repair request selection screen displayed on the user terminal 103.

FIG. 20 is a diagram showing an example of a guaranteed cartridge ordering screen.

FIG. 21 is a diagram showing an example of a cartridge selection ordering screen.

FIG. 22 is a diagram showing an example of a non-guaranteed cartridge ordering screen.

FIG. 23 is a diagram showing an example of contents of a registration completion message 508.

FIG. 24 is a diagram showing an example of contents of an incentive information notification mail.

FIG. 25 is a diagram showing an example of a guarantee number confirmation screen.

FIG. 26 is a diagram showing an example of an error screen.

FIG. 27 is a diagram showing an example of a warranty expiration screen.

FIG. 28 is a diagram showing an example of a maintenance service-compatible URL contact mail.

FIG. 29 is a diagram showing an example of a maintenance service support screen.

FIG. 30 is a diagram showing an example of a service acceptance mail.

FIG. 31 is a diagram showing an example of a service report URL contact mail 705.

FIG. 32 is a diagram showing an example of a service report entry screen.

FIG. 33 is a diagram showing an example of a warranty expiration warning mail.

FIG. 34 is a diagram showing an example of a guarantee period e-mail.

FIG. 35 is a diagram showing an example of a maintenance service fee billing email 802.

FIG. 36 is a diagram showing an example of a maintenance price payment email 801.

Continued front page    (72) Inventor Yukihiko Shimizu             3-30-2 Shimomaruko, Ota-ku, Tokyo             Non non corporation (72) Inventor Akio Ueda             3-30-2 Shimomaruko, Ota-ku, Tokyo             Non non corporation (72) Inventor Nobuhiro Ando             3-11-28 Mita, Minato-ku, Tokyo Canon             Within sales corporation (72) Inventor Kazuomi Kondo             3-11-28 Mita, Minato-ku, Tokyo Canon             Within sales corporation

Claims (39)

[Claims] 1. The order information receiving means for receiving order information of a consumable item used in a device, and the warranty information regarding the guarantee of the device is updated based on the order information of the consumable item received by the order information receiving means. A server device comprising: an updating unit. 2. The server device according to claim 1, wherein the guarantee information includes a guarantee code for specifying a guarantee given to each device. 3. The guarantee information transmitting means for transmitting the guarantee information updated by the updating means to a terminal that can be used by a user who uses the device, according to claim 1 or 2. Server device. 4. The warranty information transmitting means transmits, together with the warranty information, information for ordering the consumable item and / or information for requesting a maintenance service of the device. The server device according to item 3. 5. The order information of the consumable item has selection information of whether the consumable item to be ordered is a guaranteed consumable item or a non-guaranteed consumable item, and the order information receiving unit receives the order information of the guaranteed consumable item. In such a case, the updating means updates the guarantee information of the device to the information indicating that the guarantee is made, and when the order information of the non-guaranteed consumable item is received, the updating means stops the guarantee information of the device. The server device according to claim 1, wherein the server device updates the information. 6. The apparatus further comprises warranty information creating means for creating warranty information to be sent to a user who uses the device based on the update of the warranty information to the information indicating the warranty. The server device according to claim 5. 7. The storage device further stores information about a user who uses the device and information about the device, and the server device manages the information stored in the storage device and the guarantee information in association with each other. The server device according to any one of claims 1 to 6, characterized in that. 8. The ordering information receiving means receives the ordering information and at the same time receives the information related to the user and / or the information related to the device, and based on the information and the information stored in the storage means, The server device according to claim 7, further comprising an authentication unit that performs authentication and / or authentication of assurance information. 9. The warranty information includes information about a warranty period, and when a predetermined period shorter than the warranty period has elapsed since the warranty was issued, information indicating that the warranty period is about to expire is stored in the device. The server device according to claim 1, further comprising a warranty period elapsed information transmitting unit that transmits to a terminal that can be used by a user who uses it. 10. The guarantee information includes information relating to a guarantee period, and if the ordering information is not received by the ordering information receiving means within the guarantee period, the updating means includes the information indicating that the guarantee is stopped. The server device according to claim 1, wherein the warranty information is updated. 11. A service store information receiving unit that receives information regarding selection of a service store that provides maintenance service to the device, and a service store determining unit that determines a service store to which the service is outsourced from a service store database. It further comprises a service consignment notifying unit for notifying the terminal used by the determined service store of the consignment of the maintenance service, and performing the maintenance service to the device based on the guarantee information. The server device according to claim 1. 12. An ordering information receiving step of receiving ordering information of consumables used in a device, and updating warranty information related to the guarantee of the device based on the ordering information of the consumables received in the ordering information receiving step. A method of controlling a server device, comprising: an updating step. 13. The method of controlling a server device according to claim 12, wherein the guarantee information includes a guarantee code for specifying a guarantee given to each device. 14. The guarantee information transmitting step of transmitting the guarantee information updated in the updating step to a terminal that can be used by a user who uses the device, according to claim 12 or 13. Server device control method. 15. The warranty information transmitting step transmits, together with the warranty information, information for ordering the consumable item and / or information for requesting a maintenance service of the device. 14. The method for controlling the server device according to item 14. 16. The consumable item ordering information includes selection information as to whether the consumable item to be ordered is a guaranteed consumable item or a non-guaranteed consumable item, and the order information receiving step receives the guaranteed consumable item order information. In this case, the updating step updates the warranty information of the device to information for guaranteeing, and when the ordering information of the non-guaranteed consumable item is received, the updating step cancels the warranty information of the device. 13. The method for controlling a server device according to claim 12, wherein the information is updated to the information in FIG. 17. The method further comprises a warranty information creating step of creating warranty information to be sent to a user who uses the device based on the update of the warranty information to the information indicating that the warranty is to be provided. The method of controlling a server device according to claim 16. 18. A storage step of storing information about a user who uses the device and information about the device, wherein the information stored in the storage step and the warranty information are managed in association with each other. The method of controlling a server device according to claim 12, wherein the method is a server device control method. 19. The order information is received in the order information receiving step, and the user-related information and / or the device-related information is received, and the user's information is stored based on the information and the information stored in the storage step. 19. The method of controlling a server device according to claim 18, further comprising an authentication step of authenticating and / or authenticating guarantee information. 20. The warranty information includes information about a warranty period, and when a predetermined period shorter than the warranty period has elapsed since the warranty was issued, information indicating that the warranty period is about to expire is stored in the device. 13. The method of controlling a server device according to claim 12, further comprising: a guarantee period elapsed information transmitting step of transmitting the guarantee period elapsed information to a terminal that can be used by a user. 21. The guarantee information includes information relating to a guarantee period, and if the order information is not received in the order information receiving step within the guarantee period, the updating step includes information to stop the guarantee. 13. The method of controlling a server device according to claim 12, wherein the guarantee information is updated. 22. A service store information receiving step of receiving information regarding selection of a service store performing a maintenance service for the device, and a service store determining step of determining a service store outsourcing the service from a service store database. A service consignment notifying step of notifying a maintenance service consignment to the terminal used by the determined service store, and performing the maintenance service for the device based on the guarantee information. The method for controlling a server device according to claim 12. 23. A computer program for causing a computer to execute the method according to any one of claims 12 to 22. 24. A computer-readable storage medium storing the computer program according to claim 23. 25. A device assurance system including a terminal that can be used by a user who uses a device that uses consumables, and a server device that is connected to the terminal via a network, wherein the terminal is the device. Information about the guarantee of the device based on the ordering information transmitted by the ordering information transmitting unit. A device assurance system having an updating means for updating the device. 26. The server device manages the storage device for storing information about the device and information about a user who uses the device, and managing the information stored in the storage device and the guarantee information in association with each other. 26. The device assurance system according to claim 25, further comprising means. 27. A registration unit for registering information about the device and information about a user who uses the device in accordance with the purchase of the device using a consumable item with a guarantee for the device, and registration information by the registration unit. And a guarantee information generating means for generating information on the guarantee based on the above. 28. The guarantee information generated by the guarantee information generating means includes a guarantee code for specifying the guarantee and a guarantee period during which the guarantee is valid.
7. The device assurance server device according to 7. 29. A terminal for transmitting consumable item ordering information,
A device assurance system including a server device that receives consumable item ordering information from the terminal, wherein the terminal has a selection unit that allows selection of whether or not to give a guarantee to the device at the time of ordering a consumable item. Then, the server device updates the guarantee information of the device managed by the managing unit based on the managing unit managing the guarantee information of the device and the grant / non-grant information of the guarantee selected by the selecting unit. And a device assuring system. 30. The server device manages information about the device and information about a user who uses the device according to the purchase of the device, by the management unit, and the server manages the information for a predetermined period from the purchase of the device. 30. The device guarantee system according to claim 29, wherein a guarantee for the device is automatically given. 31. The terminal further comprises an input unit for inputting information about the device and information about a user who uses the device, and whether the input unit uses the selecting unit at the next consumable item order. 30. The device assurance system according to claim 29, further comprising a designating unit that designates whether or not the device is guaranteed. 32. The selecting means is configured to select either a consumable item with a guarantee for the device or a consumable item without a guarantee for the device. The device assurance system according to any one of the above. 33. The selecting means, when a consumable item to which no guarantee is given for the device is selected and ordered,
33. The control is performed such that a consumable item with a guarantee is not selectable when the consumable item is ordered from the next time onward.
Equipment guarantee system described in. 34. The guarantee has a predetermined validity period, and if the consumable item is not ordered within the period, the renewal means cancels the guarantee, and the selecting means consumes after the expiration of the term. 34. The device assurance system according to claim 29, wherein control is performed such that it is not possible to select a consumable item to which a guarantee has been given by the selection means when an item is ordered. 35. A method of controlling a device assurance system, which is configured by connecting a terminal and a server device that manages warranty information of a device that uses a consumable item through a network, wherein It has a step of transmitting consumable item order information for transmitting the order information of the item, and a selecting step of selecting whether or not to give a guarantee to the device at the time of ordering the consumable item. In the server device, it is selected in the selecting step. A method of controlling a device assurance system, comprising: an updating step of updating the warranty information of the device based on the provided / not-provided information of the guarantee. 36. An ordering information receiving means for receiving ordering information of consumables used in a device, and a privilege giving for a store selling the device based on the information received by the ordering information receiving means. A server device having means. 37. The server device according to claim 36, further comprising: a privilege notification unit for notifying information that the privilege is granted to the store when the privilege is granted to the store. . 38. An ordering information receiving step of receiving ordering information of a consumable item used in the device, and a privilege granting process to the dealer who sold the device based on the information received in the ordering information receiving process. A method for controlling a server device, comprising: 39. The server device according to claim 38, further comprising a privilege notification step of notifying information that the privilege is granted to the store when the privilege is granted to the store. Control method.