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CANADA (Canada)
1. The customer calls 1-800-IBMSERV.
2. Dispatch takes the information from the customer and notifies IBM Customer
Service Representative (CSR).
3. Problem determination is performed by the CSR.
4. If a replacement unit is required, the unit is ordered out of IBM stock and sent
to the customer.
5. The Customer Service Representative (CSR) does a swap and returns the
defective unit to the IBM parts center.
LATIN AMERICA DIVISION (LAD)
1. The customer calls the IBM office servicing the account.
2. The IBM Customer Engineer (CE) responds and determines and resolves the prob-
lem.
EUROPE, MIDDLE EAST, AND AFRICA (EMEA)
1. The customer calls the IBM office servicing the account and describes the problem.
2. If a replacement unit is required, it will be sent by courier to the customer.
3. The customer is expected to return the defective unit to the local IBM office or as
instructed.
ASIA-PACIFIC (AP) COUNTRIES
1. The customer call the Best Power office coordinating service for their account, or
Best Power’s Worldwide Service center at 1-608-565-2100 (or the customer sends
e-mail to service@bestpower.gensig.com).
2. The Best Service Organization responds, determines the problem, and resolves the
problem.
Handling of Incomplete, Damaged, or Incorrectly Shipped 9910 UPSs
(U.S. Only)
If the customer initially receives a 9910 UPS that is incomplete, damaged, or incorrectly
shipped:
1. The customer contacts IBM at 1-800-IBMSERV (IBM Call Management Center) to
report the problem.
2. An IBM representative notifies the customer of how the problem will be resolved.
7C. Replacing the Fuse
LI 720U-B71 and LI 720E-B72
1. If you have never replaced the UPS fuse before, you can use the spare fuse in the fuse
holder. If you need a new fuse [Best Power number FUS-0185 (LI720U-B71), FUS-
0360 (LI720E-B72)], you can order one by following the proper Customer Process for
Service in Section
, IBM Service Support; otherwise, check the label on the back of
the UPS for the fuse’s size and type. Make sure your new fuse is the size and type
shown on the UPS label.
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