IBM System Storage TS3310 Setup And Operator Manual page 158

v Failure to use the carton in which the replacement part was received, or failure
v Before calling support, follow these steps which will help you take full
v To contact IBM Technical Support:
9-16
TS3310 Tape Library Setup and Operator Guide
transportation costs, both ways, are paid by IBM. The replacement part becomes
the property of the customer in exchange for the failed part, which becomes the
property of IBM. The customer is responsible for packing the failed part into the
shipping carton that contained the replacement part. Failure to return the failed
part to IBM within 30 days will result in the customer being billed for the new
list price. The customer is responsible for installing and setting up the CRU
replacement part. All FRU replacement parts will be installed by an authorized
IBM Service Representative.
to otherwise properly pack the returned part, could result in charges being
incurred by the customer for damage to the failed part during shipment.
advantage of your call:
1. Be prepared to provide library and drive firmware levels currently installed.
2. Review all documentation carefully. (Experience has demonstrated that most
questions are answered in your documentation.)
3. Be prepared to explain whether the software or hardware has worked
properly at anytime in the past. Have you changed anything recently?
4. Pinpoint the exact location of your problem, if possible. Note the steps that
led to the problem. Can you duplicate the problem or is it a one-time
occurrence?
5. Note any error messages displayed on your PC monitor or file server. Write
down the exact error message.
6. If at all possible, call while at your computer, with the library installed and
turned on.
7. If running on a network, have all relevant information available (that is, type,
version number, network hardware, and so on).
8. Be prepared to provide:
– Machine type and Model name(s)
– Serial number of the library (front of the control module on the label
underneath the power button)
– Software version numbers
– Device driver information
– Host application name and version
– Hardware configuration, including firmware versions, date, and number
– Type of host, operating system version, clock speed, RAM, network type,
network version, and any special boards installed
– A brief description of the problem
Having this information available when you call for customer assistance will
enable support personnel to resolve your problem in the most efficient
manner possible.
– In the USA: 1-800-IBM_SERV (1-800-426-7378)
– All other Countries/Regions: http://www.ibm.com/us/
– To open a Service Request online: Under Get Support, click Open a Service
Request.