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Service Hints & Tips |
Document ID: DETR-3S3HH2 |
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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. |
Aptiva - Multimedia monitor parts replacement
Applicable to: World-Wide
This process is to replace cables, publications or other parts, including DONGLES (96G2693), that were missing from the shipment or where the wrong part was included. This is an additional process limited to ship group parts and does not replace the Parts Exchange process through Boulder Parts. .
When you receive a call requesting a part that was missing from the box or was the wrong part, tell the customer you are going to arrange for shipment of the part and ask if they will hold. Put them on hold and call Distribution Field Support at 8-220-4800. Their hold times are usually less than 20 secs. Give the agent the machine type/model and serial number, the FRU number of the missing/wrong part, the customer's name and shipping address. The agent will tell you when the part will be shipped. If the serial number is not found or the part number is not correct the agent will not be able to fulfill the order and you will be informed. The part(s) will be shipped to the address that was on the original order. Return to the customer and let him/her know what the status is. Get the original order number from the agent and put it in the LENA case for tracking purposes. If POP is required, Boulder Parts is the best place to go.
The above process is preferred where more than three parts are to be replaced/sent since Boulder Parts has a limit of three on one call. Call the same number (3-9800) to check on a replacement shipment. The original order number, monitor serial number or customer name are required to trace the shipment.
Dealers should use the following procedure:
IBM Product ship groups normally consist of specific hardware, publications, and software combinations. If ship group items are missing, shipped in error, or short shipped, contact the IBM Customer Fulfillment Support Operations 800-IBM-9735. Be prepared to provide Loc/ID, the original IBM order number and/or purchase order number.
IBM authorized retailers who are missing ship group items, items shipped in error, or items short shipped can contact the IBM Fulfillment Center at 800-432-3403. This center handles all products except the Aptiva product line. If ship group items are missing, shipped in error, or short shipped on Aptiva products, call 800-426-PROD and select the Aptiva support group.
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Hint Category |
Display/Monitor, General Information | |
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Date Created |
26-02-98 | |
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Last Updated |
14-12-98 | |
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Revision Date |
14-12-99 | |
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Brand |
IBM Aptiva | |
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Product Family |
Aptiva | |
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Machine Type |
2140, 2142 | |
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Model |
All | |
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TypeModel |
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Retain Tip (if applicable) |
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