3Com Powerware Uninterruptible Power System Prestige Series - Manual (Page 83)

AS/400 Service
77 Powerware ® Prestige Series Installation and Operator’s Manual for IBM Applications (3000 VA) Uncontrolled Copy
Customer Responsibilities
The customer is responsible for the following element exchange items:
: Receiving, unpacking, and exchanging of the defective element.
: Repacking the defective element in the container received with the
replacement element.
: Following the instructions provided for return of the defective
element.
IBM on-site service for the element exchange activities is available for an
additional charge.
United States
Customer Process for Service
1. Customer calls 1-800-IBMSERV (Field Services Support-FSS).
2. Customer indicates that the UPS is defective.
3. The FSS will confirm that the unit is listed in the customer
profile and notify Powerware.
4. Powerware will promptly call the customer and ask for the
serial number. Powerware will also attempt to determine the
nature of the problem. The problem may be related to improper
operation as opposed to a defect.
5. If the unit requires replacement, Powerware will send a
replacement unit.
6. The customer is expected to install the replacement unit. To
return the defective unit see the instructions on the bottom of
the Return Material Authorization (RMA). The packaging
material used for the replacement unit can be used for this
purpose.
Shipping
Powerware will pay all shipping costs incurred (both to and from the
customer site or IBM Designated Location) to replace the defective UPS
system.