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Appendix D.
Help and Service Information
During the warranty period, you can get toll-free technical support 24
hours a day, 7 days a week, to answer any questions about your new
IBM option. If you need warranty service, return or exchange is
available. In addition, if your IBM option is installed in an IBM
computer, you might be entitled to service at your location. Your
technical support representative can help you determine the best
alternative.
Before calling, please prepare for your call by following these steps:
Step 1: Problem Solving
You might be able to solve the problem yourself. Before calling IBM,
you might want to try some or all of the following troubleshooting
procedures.
1. Disconnect the power cord from the computer and all attached
devices.
2. Remove and reattach all option cables.
3. Remove and reseat the option.
4. Place the option in a different slot, if one is available.
5. If your option contains jumpers or switches, check that they are
set as specified.
6. Reread any software instructions; be sure software settings are
correct.
7. Inspect the option for damage, such as bent pins.
8. Check the computer manual for instructions about the installation
of upgrades. Look for a section about system setup or system
configuration. Follow all procedures.
9. After completing these steps, reassemble the computer and
connect the power cord.
Step 2: Preparing for the Call
To assist the technical support representative, have available as much
of the following information as possible:
1. Option name
2. Option number
3. Proof of purchase
4. Computer manufacturer, model, serial number (if IBM), and
manual
5. Exact wording of the error message (if any)
6. Description of the problem
7. Hardware and software configuration information for your system
If possible, be at your computer. Your technical support representative
might want to walk you through the problem during the call.
3-14 20X Max Portable CD-ROM Drive