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Appendix B.
Help and Service Information
Before calling IBM technical support, try to solve the problem
yourself by using the information in “Problem Solving” on page 2-19.
If you are unable to solve the problem yourself, this section contains
information on how to reach your IBM technical support
representative.
Step 1. Preparing for the Call
To assist the technical-support representative, have as much of the
following information available as possible:
1. Computer manufacturer and model
2. Option name: Deskstar Hard Disk Drive
3. Proof of purchase
4. Exact wording of the error message (if any)
5. Description of the problem
6. Operating system and version
7. Installed devices and adapters
8. Hardware and software configuration information for your system
If possible, be at your computer. Your technical support representative
might want to talk you through the problem during the call.
Step 2. Placing the Call to IBM
Technical support is available during the warranty period to answer
any questions about your new IBM option. Response time will vary
depending on the number and nature of calls received. Marketing,
installation, and configuration support will be withdrawn from the PC
Company HelpCenter 90 days after the option has been withdrawn
from marketing.
If you call 90 days after the date of withdrawal or after your warranty
has expired, you might be charged a fee. Additional support is
available through the IBM PC Company Automated fax system, the
PC Company Web page, the PC Company Electronic Bulletin Board
System, and HelpWare offerings.
For the support telephone number and support hours by country, refer
to the following table or to the enclosed technical support insert. If
number is not provided, contact your IBM reseller or IBM marketing
representative.
Support 24 hours a day, 7 days a week
Canada 1-800-565-3344
Puerto Rico 1-800-772-2227
United States 1-800-772-2227
Part 3: Appendixes 3-11