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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. |
G Series Monitors - "Stop ship" issued on G54 Monitors due to monitor failure
Applicable to: United States
IBM has identified a potential problem with a component being used in IBMÆs G54 pearl white monitor (65460AN). It is a functional issue and not a safety concern. The defective part has been isolated to units from our Mexican manufacturing location. Units manufactured in China are not affected. The defective part will most likely fail within the first 60 days of use. Customers report hearing a chirping sound and seeing the screen turn blue as the part fails and then the monitor has no picture.
IBM has currently stopped shipment of all G54 units to fix these units in our inventory. We would like you to check your inventory and stop shipping all G54 units that you have in stock with bar code labels indicating Assembled in Mexico. The affected units have a serial numbers that range from 23XH011 to 23YD370. Let your IBM account team know how many units in your inventory are affected.
IBM will either make the necessary repairs at your location, or receive them back into Raleigh for repair. For warehouse locations with more than 100 of the affected monitors, IBM would prefer to rework the stock there. In either case, IBM will cover the return shipping costs associated with the repair on the affected G54 units or the costs with sending out personnel to repair the monitors at your location.
For Returns, please complete a separate returns authorization request and send to your IBM account team or the IBM Sales Solution Center. Please indicate the number of closed box and the number of open box returns of the affected G54 monitors. These returns will not count toward any Return Cap or DOA Cap this quarter. The returns authorization request must be sent to IBM by September 30, 1998. Upon approval, please submit a separate order to IBM for G54 monitors in the same number. This order will receive priority treatment in scheduling. Those affected G54 monitors with an approved returns authorization should be shipped back to IBM using the same address as other returns as soon as possible and arrive at IBM no later than November 14, 1998.
For rework at the business partner warehouse, IBM would like to send a team to rework the affected G54 pearl white (65460AN) monitors at the warehouse. In order for this to be accomplished, a 10x12 area with electrical power needs to be made available physically close the affected inventory. Please contact Dick Wilkinson in Visual Product Engineering in IBM Raleigh at (919) 543-5760 to schedule the rework.
Rework G54 monitors will be identified by a Green Dot on the Bar Code Label located on the outside of the monitor carton and by a Green Dot on the IBM Label located on the bottom of the monitor.
IBM will resume shipping G54 monitors the week beginning 9/8/98. We anticipate that G54 orders with shipment dates scheduled for 9/11 or earlier will ship from IBM by 9/18. Also, our projection is that all G54 orders with shipment dates scheduled in September will ship from IBM by the end of September.
IBM has provided a draft letter for your use to notify your customers about this situation and has set up a special phone line 1-888-426-0006 to arrange for replacements of affected G54 pearl white (65460AN) monitors for your customers.
IBM apologizes for the inconvenience this situation has caused our business partners and customers.
G54 Questions and Answers
1. What is the issue with G54 Monitors?
IBM has identified a potential problem with a component being used in IBMÆs G54 pearl white monitor (65460AN). The defective part has been isolated to circuit cards being used only in our Mexico manufacturing location with a serial numbers that range from 23XH011 to 23YD370.
It is a functional issue and not a safety concern
2. Are all G54 Monitors affected?
No, only a portion of G54 pearl white monitors manufactured since July 1998. Units manufactured in China are not affected. Only those G54 pearl white monitors 654600N manufactured in Mexico with a serial numbers that range from 23XH011 to 23YD370. On the monitor carton bar code label, the serial number is identified as well as the country in which the monitor is manufactured.
3. What is wrong with the component?
A zener diode in the secondary circuit of the power supply sees a electrical pulse under certain conditions and becomes shorted. The most likely condition is that the monitor is in power management mode and then powered off. It is a functional issue and not a safety concern
4. What happens with the monitor?
Customers may hear a chirping sound and the image on the screen may become all blue as the component fails. The monitor will then either have a totally blue image or a black image upon the next power up sequence.
5. How soon will the monitor component fail?
Engineering data projects the failure within the first 60 days of operation.
6. What should I do if I have a G54 in the affected serial number range?
IBM has set up a special phone line 1-888-426-0006 between 8AM-5PM EDT Monday-Friday through the end of October to handle this situation. IBM will send a replacement monitor and pay for return shipping of the affected G54 monitor. For calls outside this time, please contact the IBM PC Help Center at 1-800-IBM-PCPC (1-800-426-7272).
7. How does this affect the warranty on the affected G54 monitor?
The 3 year Advance Element Exchange warranty does not change and begins based upon the purchase date of the monitor.
8. How long will it take to get the replacement G54 pearl white (65460AN) monitor?
The replacement will be handled under the Advanced Element Exchange warranty. IBMÆs policy is to ship the replacement within 48 hours.
9. Are the Stealth Black G54 (65464AN) affected?
No. none are affected.
10. What happens to the affected G54 monitors?
All are being reworked. G54 monitors in the affected serial number range that have been reworked will be identified by a Green Dot on the Bar Code Label located on the outside of the monitor carton and by a Green Dot on the IBM Label located on the bottom of the monitor.
11. Will the rework monitors be sold as new?
Many of the affected G54 pearl white monitors were in the distribution pipeline and never delivered to customers. Those sealed box monitors will be reworked and sold as new. Monitors returned from customer locations that have been used will be reworked and used as replacement monitors as needed. G54 monitors in the affected serial number range that have been reworked will be identified by a Green Dot on the Bar Code Label located on the outside of the monitor carton and by a Green Dot on the IBM Label located on the bottom of the monitor
Business Partner specific question
1. Should I return affected G54 pearl white monitors 65460AN back to my distributor for credit?
Please contact IBM directly. IBM has set up a special phone line 1-888-426-0006 between 8AM-5PM EDT Monday-Friday to handle this situation. IBM will send a replacement monitor and pay for return shipping of the affected G54 monitor. For calls outside this time, please contact the IBM Sales Solution Center at 1-800-IBM-PCPC (1-800-426-7272) option 3.
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Hint Category |
Display/Monitor, Noisy | |
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Date Created |
14-09-98 | |
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Last Updated |
20-01-99 | |
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Revision Date |
20-01-2000 | |
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Brand |
IBM Monitors | |
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Product Family |
G Series (G40/G50/etc.) | |
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Machine Type |
6546 | |
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Model |
0AN | |
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