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Service Hints & Tips |
Document ID: YAST-3KJQQK |
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This document is provided to IBM and our Business Partners to help sell and/or service IBM products. It is not to be distributed beyond that audience or used for any other purpose. |
Crossbrand - Important Information on Changes to IBM's Service Request Process
Applicable to: United States
Important Information on Changes to IBM's Service Request Process
Resellers who sell IBM PC products and/or remarket IBM maintenance services should be aware of the following change to IBM's service request process. This change may not affect you directly but may impact your customers who call IBM for service. Please be aware of these changes and help communicate them to your customers who may be affected.
Beginning on August 4th , 1997, customer requests for hardware service -- both voice requests received at 1-800-IBM-SERV and electronic requests processed through the Electronic Customer Communications Options (ECCO) -- will require machine type and serial number information for selected IBM PC products (see list below). Over time, this requirement will be implemented for additional IBM products.
With this information, IBM can reference warranty or maintenance agreement information in our database and be sure we're identifying the right resources -- support and service skills, replacement parts, and corrective action plans -- to provide our customers with the quickest possible service solution.
Details of the service request process are as follows:
Customers calling 1-800-IBM-SERV will be asked to provide the machine type and serial number of the equipment needing repair or, if appropriate, a contract number or keyword. Customers will have the option of calling back with the required information. (Customers calling the IBM PC Company HelpCenter -- 1-800-772-2227 -- for assistance are already required to provide this information.)
Customers utilizing ECCO will receive an error message if the serial number or contract number is not entered in the proper field, and the request will not be processed. ECCO users who wish to discuss this transaction should call 1-800-IBM-SERV for further assistance.
Customer satisfaction situations that require attention will be handled by the Duty Manager or Customer Entitlement Team (CET). Situations that cannot be resolved by the Duty Manager or CET will be referred to the Customer Services Executive (CSE) or to the appropriate member of the account team for resolution.
For service requests not validated by machine type and serial number, billable per call on-site service will continue to be an option. Per call service must be approved by the caller.
Successful service entitlement will be prerequisite to obtaining remote hardware service support or on-site service.
Once entitled, all service requests will be routed to a remote customer support specialist. This customer support specialist will be part of a single IBM Global Services team that will have end-to-end responsibility for service support and customer satisfaction. The specialist role is a critical one in terms of both customer value and IBM efficiency. The remote customer support specialist will:
Provide responsive technical expertise to resolve the problem by phone when possible (24%-30% of reported hardware failures can be resolved remotely.)
or
Diagnose the hardware problem to a customer replacement unit (CRU), e.g. keyboard, mouse, hard drive, etc., facilitate shipment of the CRU and, if appropriate, remotely assist the customer in its replacement.
or
Diagnose the hardware problem, identify the required service skill, corrective action and replacement parts, and arrange for an on-site service call consistent with the product warranty or contracted service level.
Recognizing that some corporate customers prefer their employees to utilize internal or contracted help desks, the remote customer support specialist will work with either the end user or the customer's designated help desk personnel based on customer preference.
Resellers or customers who have additional questions should contact their IBM services specialist or sales representative.
The selected IBM PC products listed below will require machine type and serial number to be provided when a service call is placed, effective August 4, 1997.
IBM DESKTOP COMPUTERS
IBM ValuePoint
6381 6482
6382 6484
6384 6492
6387 6494
6472
IBM Desktop
6571 6586
6573 6875
6575 6876
6576 6877
6581 6885
6583 6886
6585 6887
IBM PS/2
8525 8580
8530 8590
8540 9527
8550 9533
8555 9553
8556 9556
8557 9557
8560 9576
8565 9577
8570 9590
IBM MOBILE COMPUTERS
IBM ThinkPads
2521 2619
2523 2620
2524 2625
2603 2630
2604 2640
2610 9545
2614 9546
2615 9547
2618 9552
IBM ThinkPad Docking Stations
3545
3546
3547
IBM PS/2 Mobile
8543
8551
8554
IBM Mobile Expansion Unit
3550
IBM SERVERS
8595
8639
8640
8641
8642
8650
9585
9595
A notice to customers listing these machine types, along with information on where to locate the machine type and serial number on each model, is also available through 1-800-IBM-4FAX. Request document number 8015.
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Date Created |
01-08-97 | |
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Last Updated |
24-06-98 | |
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22-06-99 | |
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Cross Brand | |
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Various | |
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Various | |
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