3Com Powerware Uninterruptible Power System Prestige Series - Manual (Page 84)

AS/400 Service
78 Powerware ® Prestige Series Installation and Operator’s Manual for IBM Applications (3000 VA) Uncontrolled Copy
Handling of Incomplete, Damaged, or Incorrectly Shipped 9910
UPSs
If the customer initially receives a 9910 UPS that is incomplete,
damaged, or incorrectly shipped:
1. The customer calls IBM at 1-800-IBMSERV to report the
problem.
2. An IBM representative notifies the customer of how the
problem will be resolved.
Canada
Customer Process for Service
1. Customer calls 1-800-426-7378.
2. Dispatch takes the information from the customer and notifies
the IBM Customer Service Representative (CSR).
3. Problem determination is performed by the CSR.
4. If a replacement unit is required, the unit is ordered out of
stock and sent to the customer.
5. The CSR does the swap and returns the defective unit to the
IBM parts center.
Latin America
Customer Process for Service
1. Customer calls the local IBM office servicing account.
2. The IBM CE responds, determines the problem, and resolves
the problem.
Asia Pacific
Customer Process for Service
1. Customer calls the local IBM office servicing account.
2. The IBM CE responds, determines the problem, and resolves
the problem.