| Q. |
My PC comes with a 3 year warranty and most of the service
options available are for three years. Does this give me six
years of service coverage? |
| A. |
No. The service options begin on the same day as the product
warranty and provide you with three years parts and labour at
the level of service response you've selected. For example,
some IBM desktop PCs come with a three year warranty where the
first year is on-site 9x5 next business day service with coverage
for parts and labour and years two and three of the warranty
are carry-in service with coverage for parts only. Purchasing
a 3 year, 9x5 next business day service option upgrades the
service you receive during your product warranty to on-site
service with coverage for parts and labour for the full three
years. |
| |
| Q. |
How does purchasing a SystemCare
for warranty and maintenance options change my product warranty?
|
| A. |
It doesn't. The SystemCare options
provide you with a separate service agreement in addition to
your product warranty. The option you select may provide a higher
level of service than your product warranty or give you service
coverage beyond the product warranty period, however this agreement
does not change the terms and conditions of your original product
warranty in any way. It simply provides incremental service
above and beyond the standard limited product warranty.
|
| |
| Q. |
If I purchase 24x7 service
with 4 hour response for my Netfinity server, will IBM guarantee
my server will be fixed in 4 hours? |
| A. |
No. Service levels are response
objectives and are not guaranteed. IBM has a state of the art
service delivery system that helps us identify and coordinate
the resources needed to support our service response objectives.
We measure actual service delivery performance against our response
objectives and we meet them a high percentage of the time. But
because service delivery can include variable and unpredictable
factors, such as travel delays and parts constraints, we do
not guarantee service response. Service response is measured
from the time IBM completes the remote hardware problem determination
on your machine (at which time the service call is scheduled)
to the time the service technician arrives at your location.
|
| |
| Q. |
I've purchased on-site service
for my ThinkPad. My office is in an eligible location, but what
happens if the city I'm travelling to isn't eligible for on-site
service? |
| A. |
SystemCare offerings are valid
only in the country of purchase. If you ’re in a location within
the country of purchase that isn’t eligible for on-site ThinkPad
service, we will not be able to provide on site service. You
are requested to carry the ThinkPad to nearest IBM service center.
|
| |
| Q. |
When I needed a new display
for my ThinkPad I had to send it to the depot for this repair
even though I'd purchased an on-site SystemCare option. Why?
|
| A. |
IBM wants to repair your machine
in the most effective and efficient way possible. Experience
has shown that certain repairs, such as replacement of the LCD
or other components, are difficult to execute in the field.
The depot repair centre provides a controlled environment where
specialised resources are readily available to quickly repair
certain ThinkPad problems, which ultimately provide you with
a more reliable service. |
| |
| Q. |
Are monitors covered as part
of the SystemCare for my desktop PC? |
| A. |
Yes. For commercial desktops,
Intellistations, network stations and consumer desktops the
attached IBM monitor are included as part of the warranty and
maintenance option. |
| |
| Q. |
Why is the 24x7 service with
2 hour response for servers only offered in selected locations?
|
| A. |
We offer this level of service
only in those areas where we can maintain the right skills and
resources that enable us to meet this service objective the
majority of the time. |
| |
| Q. |
I have an IBM product that
isn't covered by a SystemCare offering. Why? |
| A. |
We introduced this SystemCare
in August 1997 with coverage for a core group of PC products.
We've gradually added products to this group over time. Generally
speaking IBM may add products based on marketplace demand for
service, our ability to provide service coverage and whether
or not a packaged service offering is well suited to that particular
product. Certain products may not meet the criteria to be covered
by a SystemCare offering. |
