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Service Hints & Tips

Document ID: DETR-3ZERLT

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.

Aptiva - World Book support information

Applicable to: United States

World Book support options:

Help needed	Phone number
Worldbook Technical Support: WB98, WB99, WB00 9a - 8p PST Mon - Fri 8a - 1p PST Saturday	1-425-556-8822
Worldbook 98 CD Key: WB98 Only	1-800-861-2981
General Edmark Support: No WB Calls 9a - 8p PST Mon - Fri 8a - 1p PST Saturday	1-425-556-8480

Incorrect World Book CD Key

Problem
CD Key number was incorrectly printed on the World Book CD Insert. Customer will insert the CD, be prompted for CD ID Number, input wrong number and be told that number is incorrect, generating a Edmark help line call. A new good number will be provided by the help line. Products effected are: Flyer - E5X and Flyer Refresh E5U, E5V, E6U, E6V, SE7, E6C

Solution
This is the script to use in replying to customers with a non-working World Book CD key.

*****************************************
Due to abnormal delays, we have instituted a temporary 800 number to better serve you.
For your convenience, please dial 1-800-861-2981 and a representative will quickly will assist you.
The hours of operation are noon until 11pm Eastern Time, Monday through Friday and
10 am until 4pm Eastern Time on Saturday. We are closed on Sunday.

Thank you for buying IBM.

*****************************************

If the customer calls Edmark, this is what he or she will hear:

• Level 1 VRU - Press # if this is a World Book issue
• Level 2 VRU - Press # if you are having problems with your Aptiva World Book CD Key

Customer hears the following message:

Due to abnormally long hold times,
we have instituted a temporary 800 number to better serve you.
For your convenience, please dial 1-800-861-2981 and
a representative will assist you on a toll free line.
The hours of operation are noon until 11pm Eastern Time, Monday through Friday and
10 am until 4pm Eastern Time on Saturday. We are closed on Sunday.
That number once again is (slower) 1-800-861-2981.
Thank you for buying IBM.

*****************************************

	Search Keywords
	Hint Category	Entertainment Software
	Date Created	19-10-98
	Last Updated	08-03-99
	Revision Date	08-03-2000
	Brand	IBM Aptiva
	Product Family	Aptiva
	Machine Type	2137, 2138, 2139, 2158, 2163, 2164
	Model	all
	TypeModel
	Retain Tip (if applicable)
	Reverse Doclinks and Admin Purposes