IBM WARRANTY SERVICE GUIDELINE

Thursday, May 14, 2015

Attention: PC Customers
Dear Mr. Customers,
IBM Warranty for IBM PC is one of our key support strategies for our customers (end-users). As such, I would like
to announce that IBM Warranty services on IBM PC machine are available in whole country. I also ensure that our
customers will receive the warranty entitlement what they deserve.
Please be aware that IBM has appointed IBM Authorized Warranty Service Center to meet the requirement of our
customers. The Service Centers will provide Laptop, Desktop and Xseries Server warranty Service to any
Customer/ end-user who has the proper documentation for Warranty entitlement, no matter where and from which
dealer they bought it. These proper documentations are as follow:
1. Warranty Card: Supplied by Distributors and Customer receives the Warranty Card with complete details (M/T
Model, S/N, Date of Purchase) filled up by which dealer customer buy.
2. Invoice (Proof of Purchase): Provided by Dealer, which customer buy from.
Our IBM Authorized Warranty Service Center will only provide Warranty support if the customer/end-user is
entitled. The only way our IBM Authorized PC Service Center can determine Warranty entitlement is by looking at
the Warranty Card, Proof of Purchase and Delivery Receipt.
Please call me at (84) -4- 8426316 should you have any clarification.
Thank you and best regards,

Thai Lam Trung

System Service Representative

IBM WARRANTY SERVICE GUIDELINE

IBM PC Warranty Term and Condition

Products

Machine Type

Type of Service Warranty Term

Server PC
IBM Netfinity 1000
IBM PC server 300
IBM PC Server 500
IBM PC server 700
IBM Netfinity 3000, IBM
3500, 4500, 5000..
IBM Netfinity 7000..
IBM Server xSeries 130,
330,200,220

8477
8639 / 8640,
8641
8642/ 8650 8651/ 8647...
8656,8658,8659,8660,8661,
8662,8664,..
8666,8680,8681,8682
8478,8645,8652,8653,8654

1 yr IOR
3 yr IOR
3 yr IOR
3 yr IOR
3 yr IOR
3 yr IOR
3 yr IOR
3 yr IOR

1 yr pts , 1yr lab

3 yr pts , 3yr lab
3 yr pts , 3yr lab
3 yr pts , 3yr lab
3 yr pts , 3yr lab
3 yr pts , 3yr lab
3 yr pts , 3yr lab
3 yr pts , 3yr lab

Mobile
TP 3xx,A2xM, i, 240& 560
TP T series, A2xP, X, 570,
600 & 700

11xx, 2609,2628,2629,2640
2644,2645,2647,2662,9549,
95XX,

CCR or CCE
CCR or CCE

(*)
1 yr pts , 1yr lab
3 yr pts , 3yr lab

CCR or CCE

1 yr

Battery (all models)

Desktops
IBM PC 300
Intellistation/Netvista/A/S/X
series
Aptiva/ Netvista I Series
IBM 15,17CRT/Flat Pannel
Monitor
Option
Hard Drive
LAN adapters
Memory
Others

62xx,6275,6287,6288,6282,
6272, 65xx
68xx,66XX

1 st yr IOR/E
1 st yr IOR/E
1 st yr IOR/E

2158,2163,2197,6058,6059
6546,6547,6556,9511,9495,
9497,

(**)
3 yr pts , 1 yr lab

Basic response
time
Next Day OnSite Service

Next Day
Response
Time

Next Day
Response time

3 yr pts , 1yr lab

1 yr pts, 1yr lab

CCR/CCE

1 yr -3 yr

CCR/CCE
CCR/CCE
CCR/CCE
CCR/CCE

(***)
1 or 5 years
Lifetime
1 or 5 years
3 mths to 5 yrs

End 2nd
business day
End next
business day

Notes:
This is a quick reference only. Warranty terms and conditions may vary from product to product. For more
information, consult the warranty booklet that shipped with your product
IOR/ IOE: IBM On-site Repair or On-site Exchange, PC Service BP provides on-site support to Customers
() IOR service is limited to 25 kms of service centers (and in the urban of Hanoi, Hochiminh and Danang city),
Coverage hours are 8:30a.m. h to 5:30p.m. (Monday to Friday, excluding public holidays).
v CCR /CCE : Customer Carry-in Repair or Carry-in Exchange, Customers bring their PC to IBM Authorised PC
Service Center.
3 yr pts, 1yr lab: three year parts - one year labor, 1st Year On-Site Service, 2nd & 3rd Year Carry-In
Service,

Time Coverage: 8:30 a.m. to 5:30 p.m. (Mondays to Fridays, excluding public holidays)
1st yr IOR - 1st year on-site
(*) All Mobile come with International Traveler Warranty, the Warranty Service will be provided ONLY in countries
in which the product is announced. The Customer has to register to get the International Warranty Card before
traveling by completing IWS form and fax it with the Proof of Purchase to IWS Office
Warranty repairs to Thinkpad may only be performed be selected IBM Repair Centers.
(**) For PC Desktop /Aptiva the warranty service is1 year labour & 3-year part; 1st year on-site service
(***) Where an option is attached to an IBM system in warranty, the warranty service delivery method and
warranty term will follow the system

IBM WARRANTY SERVICE GUIDELINE

WARRANTY PROCESS

Please refer to the following table to determine if the problem is under warranty or
non-warranty service.
Service
IBM HW problems
IBM SW problems
HW installation
Third Party HW
problems

Warranty
(Yes/No)
Y
N
N
N

(Non-warranty Service)
(Yes/No)
N
Y
Y
Y

On-site Service
Desktops
On-site Service Servers
On-site Service Mobiles

Y
N

N
N

Site Requirements
Site and Cabling Guidance
Site and Cabling Inspection
LAN Cabling/Connect

N
N
N
N

Usage support
Short Shipment/Standby
Machine Relocation
Network Trouble Shooting

N
N
N
N

Comment

Y
Y
Y
Y

Warranty process: (See the chart)

IBM has appointed IBM PC Authorized Service Centers to service IBM PCs:
Step 1: Customer, Dealer, Bps or IBM will send request to Service Centers
(may be through tel, fax, mail) with supporting warranty document

Step 2: Receptionist of Service Center receives Customer information. The

Customer has responsibility to provide the following information
- Machine Type (M/T), Serial Number (S/N)
- Date of purchase
- Sympton and Description of the problem

Step 3: Service people will check and determine whether the machine is under
warranty service or not.
If the problem is under warranty, pass to Step 4
If the problem is non-warranty service, inform the Customer an estimated fee, and
if the Customer agree to pay then provide the service, pass to step 5

Step4: Submit Warranty Claim via Eclaim 3 client application, and load to
Eclaim server (IBM).

Step 5: on-site or Customet Carry in Repair or Exchange

Assigned Technicians do diagnosis, repair, part replacement, fixing problem

IBM WARRANTY SERVICE GUIDELINE

Step 6: If part is required then go step 7. If Not, go step 8.

Step 7: The Eclaim will be automatically processed. IBM will inform Sevice
Center to come to pick up the part when it is available.

IBM WARRANTY SERVICE GUIDELINE

Step 8: Go to Step 9 if the problem is fixed. If not escalate to second level

support center (IBM Australia-Singapore)

Step 9: Closing Eclaim, Update database. Inform Customer come to pick

up the machine

Step 10: Return machine to Customer and ending the transaction. Finish, keep
and record to the Summary Sheet to report to IBM monthly.

Target TAT is 100% <=7days

3. Examples:
a. Machine type, and Serial Number: (7 digits):
Exp: M/T
6282-93A S/N 90A9MB4
Type 6282-68A S/N
90-3490C
Type 9545-KZES/N
97K0MZ2
b. FRU P/N: Fail Replacement Unit Part Number: labelled on the part (7 digits)
Ex:
FRU P/N
82G3278
FRU P/N
96G1819
c. S/N or FRU S/N is labelled on the parts
Ex:
HDD FRU 75H8978 S/N: ZJ15E010393
KB
FRU 82G3278 S/N: 650009297
d. Expiry Date: 1 or 3 year from the date of distributors purchase and plus a three
month shelf life warranty. This shelf life is added to the customer warranty to cover
some idle stock to meet our customers immediate need.

IBM WARRANTY SERVICE GUIDELINE

Hng dn th tc bo hnh
1. Cc trung tm c u quyn bo hnh cho my tnh c nhn
ca IBM
(PC Authorized Service Center)
Vic bo hnh cho cc my PC l mt trong nhng chin lc h tr khch
hng quan trng ca IBM. IBM ch nh v t cc trung tm c u
quyn bo hnh cho my PC p ng cc yu cu ca khch hng trn
ton b t nc. Cc trung tm c u quyn bo hnh ny s cung
cp cc dch v bo hnh ti bt k khch hng no min l h c y
cc chng t xc thc cho vic bo hnh (khng cn bit khch hng mua
t u, i l no ca IBM).
Chng t xc nhn quyn c bo hnh gm:
1. Phiu bo hnh: c pht hnh bi cc tng i l phn phi (FPT,
Thakral, Hongco) hoc bi IBM ( Nh phiu bo hnh ton cu IWC ). Khch
hng s nhn c phiu bo hnh vi y thng tin (M/T, S/N, Ngy bn,
Hn bo hnh)
2. Ho n bn hng: Ha n ny c cung cp bi cc i l ni khch
hng mua hng.
Cc trung tm bo hnh ca IBM s xc nh quyn c bo hnh qua
vic kim tra cc chng t ny v kim tra qua c s d liu bo hnh.
Sau s cung cp cc dch v bo hnh.
Hin nay c cc trung tm c y quyn bo hnh cho my PC ca IBM trn
ton b lnh th VN nh sau:
I. H ni:
1. Trung tm bo hnh FPT
Tn:
FPT-HN
a ch: 1A Yt Kiu, Qun Hai B Trng
in thoi:
84-4-9421792
Fax:
84-4-9424866
Lin Lc:
Nguyn Xun Chung
Email:
chungnx@fpt.com.vn
2. Trung tm bo hnh Thakral Brothers
Tn:
TK-HN
a ch: 12, L 11A, Trung Yn, Cu Giy
in thoi:
84-4-7831620
Fax:
84-4-7831618
Lin Lc:
Ngc Ti
Email:
tai@hanoi.thakralvn.com
3. Trung tm bo hnh DIGILAND
Tn:
DIGILAND
a ch: 95 Cha Bc, Qun ng a
in thoi:
84-4-5639405
Fax:
84-4 5639406
Lin Lc:
L Hi T

IBM WARRANTY SERVICE GUIDELINE

Email:

tulh@digilandhn.com.vn

II. Thnh ph H Ch Minh:

4. Trung tm bo hnh FPT- HCM
Tn:
FPT-HCM
a ch: 207 Nguyn Vn Th, Phng DAKAO, Q1
in thoi:
84-8-8248007
Fax:
84-8-8248010
Lin Lc:
H Xun Hong
Email:
hoanghx@hcm.fpt.vn
5. Trung tm bo hnh Thakral Brothers
Tn:
TK-HCM
a ch: 256/2 in Bin Ph, Phng 7, Q3
in thoi:
84-8-9322820
Fax:
84-8-9322821
Lin Lc:
Krishna Khaitan
Email:
khaitan@thakralvn.com
6. Trung tm bo hnh DIGILAND
Tn:
DIGILAND HCMC hanh
a ch: L 12, Khu Miu Ni, Qun Bnh Thnh
in thoi:
84-8-5173999
Fax:
84-8-5102028
Lin Lc:
Nguyen Vn Ngha
Email:
digiland_care@digiland.com.vn
7. Trung tm bo hnh SUNSHINE
Tn:
SUNSHINE CO. LTD
a ch: 74C Nguyn Vn C, Qun 1
in thoi:
84-8-837 5932
Fax:
84-8-837 1377
Lin Lc:
L Quang Hong
8. Trung tm bo hnh Hng C
Tn:
HONG CO INFORMATICS & TRADING CO
a ch: S 4, Nam Quc Cang, Q1
in thoi:
84-8-9252932
Fax:
84-8-9252934
Lin Lc:
Trnh Vn Chinh
Email:
chinh.tv@hongco.com.vn
III. Nng
9. Trung tm bo hnh IDE
Tn:
IDE
a ch: 120 Quang Trung
in thoi:
84-511- 825836
Fax:
84-511-823430
Lin Lc:
Phm Vn Thch
Email:
ide.danang@dng.vnn.vn

IBM WARRANTY SERVICE GUIDELINE

2. Cc vn c bo hnh:
Qua mt vi th d di y chng ta s xc nh chic my c yu t trc khi
cung cp dch v bo hnh nhm trnh s tranh ci bng cch tha thun vi khch
hng ngay trc quy nhn my.
Dch V
Service

Bo hnh
Warranty
(Yes/No)

IBM HW problems
IBM SW problems
HW installation
Third Party HW
problems

Y
N
N
N

Dch v sa cha
thuc dng khng bo
hnh
(Non-warranty Service)
(Yes/No)
N
Y
Y
Y

On-site Service
Desktops
On-site Service Servers
On-site Service Mobiles

Y
N

N
N

Site Requirements
Site and Cabling Guidance
Site and Cabling Inspection
LAN Cabling/Connect

N
N
N
N

Usage support
Short Shipment/Standby
Machine Relocation
Network Trouble Shooting

N
N
N
N

Comment

Y
Y
Y
Y

3 Th tc v qui trnh bo hnh: (Xem s )

Ti liu ny cp n trm bo hnh nh l i l dch v bo hnh my PC ca
IBM
Bc 1: Khi c h hng cn c bo hnh khch hng hoc chnh IBM s gi
cc yu cu hoc tng trnh vn h hng ti trm bo hnh. C th qua in
thoi, fax hoc th in t ti trm bo hnh

Bc 2: B phn tip tn s thu nhn thng tin v khch hng. Khch hng
c trch nhim cung cp thng tin cho b phn tip tn nh:
- Kiu my- 7 k t, S th t ca my (S/N)
- Ngy khch hng mua my (date of purchase)
- M t triu chng hng hc.

Bc 3: Nhn vin bo hnh s kim tra xc nh tnh trng my c thuc phm

vi bo hnh hay khng: h hng c phi l phn cng (HW) v cn trong thi
hn bo hnh (qua kim tra chng t bo hnh v c s d liu cho bo hnh).
Nu ng nhn vin s lm th tc nhn my (nu iu kin bo hnh l khch
hng mang my n CCR) hoc ch nh k thut vin sa cha bc 4.

IBM WARRANTY SERVICE GUIDELINE

Nu tnh trng my khng nm trong loi my ni b ca IBM (IBM internal), my

thuc hp ng bo tr (Maintenance agreement) hay thay i k thut
(Engineering change). M l my thuc dch v sa cha khng bo hnh. Nhn
vin s thng bo chi ph sa cha cho khch hng, nu khch hng ng tr
tin th tin hnh nhn my hoc ch nh k thut vin sa cha bc 5.
Nu khch hng khng ng tr tin th tr my v kt thc cuc giao
dch.
Bc 4: in, cp nht mu yu cu bo hnh in t (Eclaim) , ti ln
Eclaim server (IBM), gi bo co v qu trnh sa cha cho tng my nh k cho
IBM.

Bc 5: Bc ny c tin hnh ti trung tm bo hnh hoc ti ch khch

hng tu thuc vo iu kin bo hnh (on-site hay CCR).
K thut vin tin hnh chun on , sa cha , thay th linh kin .
(K thut vin s thng bo cho b phn tip tn thng bo khch hng vic t
chi bo hnh nu linh kin l tt, hng hc l do ngi s dng..)

Bc 6: K thut vin s kim tra xem c cn phi thay th linh kin khng
Nu khng cn thaylinh kin tin hnh bc 8. Nu C, tin hnh bc 7 tip theo.

Bc 7: Ti IBM: IBM s nhn phiu yu cu bo hnh v n t hng linh

kin cng vi linh kin hng, sau sut linh kin tt theo n t hng cho k
thut vin quay tr li bc 3

Bc 8 : Nu h hng c sa tin hnh bc 9. Nu vn cha th yu cu s

h tr ca mc cao hn: Cc trung tm h tr khch hng mc cao ca IBM.. cho
n khi h hng c gii quyt.

Bc 9: Thng bo cho khch hng v kt thc giao dch. Cp nht, v kt

thc mu yu cu bo hnh (Eclaim) v cp nht vo c s d liu.

Bc 10: Tr my, kt thc giao dch

Thi hn c linh kin tt l t 1 ngy nu linh kin sn c trong kho. Thi gian cc
trung tm bo hnh thc hin cng vic ti a l 2 ngy.
Mc tiu 100% cc giao dch c thc hin trong vng 7 ngy
3. Mt s qui nh v th d:
a. Machine type, s S/N ca my : c ghi trn v my , thng gm 7 ch s:
V d: Type 6571-L5L S/N 90-1X909
Type 6282-68A S/N
90-3490C
Type 9545-KZES/N
97K0MZ2
b. P/N hoc FRU P/N : c ghi trn linh kin, thng gm 7 ch s
V d:
FRU P/N
82G3278
FRU P/N
96G1819
c. S/N hoc FRU S/N c ghi trn linh kin s ch s tu thuc vo loi linh kin
V d:
HDD FRU 75H8978 S/N: ZJ15E010393
KB
FRU 82G3278 S/N : 650009297
d. Ngy ht hn (expiry date) bo hnh:
c tnh l 1 n 3 nm k t ngy bn ca i l phn phi v tu thuc
theo loi my cng nh loi linh kin. Hay 1 n 3 nm cng thm 45 ngy lu kho k
t ngy IBM chuyn hng.

IBM WARRANTY SERVICE GUIDELINE

4. Thi hn v iu kin bo hnh cho cc loi my IBM PC:

Machine Group
(Nhm my )

Machine Type
(Kiu my )

Server PC
IBM PC server 300
IBM PC Server 500
IBM PC server 700
Netfinity Server

8639 / 8640.
8641
8642/8650.
8651/ 8644

Mobile
TP 3XX
TP 5XX
TP 7XX
Battery (all models)
Desktops
IBM PC 100
IBM PC 300
IBM PC 700

26xx,9545
2640
95XX

62xx
6282, 65xx
68xx

Aptiva
Monitor

Option
Hard Drive
LAN adapters
Memory
Others

G40,G42,G50.....

Type of
Service
( Kiu dch
v )

Warranty Term
( Thi hn BH )

3 yr IOR
3 yr IOR
3 yr IOR
3 yr IOR

3 yr pts , 3yr lab

3 yr pts , 3yr lab
3 yr pts , 3yr lab
3 yr pts , 3yr lab

CCR or CCE
CCR or CCE
CCR or CCE
CCR or CCE

(*)
1 yr pts , 1yr lab
1 yr pts , 1yr lab
3 yr pts , 3yr lab
1 yr

1 st yr IOR
1 st yr IOR
1 st yr IOR

(**)
1 yr pts , 1 yr lab
3 yr pts , 1 yr lab
3 yr pts , 1yr lab

1 st yr IOR
2 &3 yr CCR

3 yr pts , 1yr lab

CCR/CCE

1-3 yr (***)

CCR/CCE
CCR/CCE
CCR/CCE
CCR/CCE

(***)
1 or 5 years
Lifetime
1 or 5 years
3 to 5 yrs

Ghi ch :
y ch l bng tham kho nhanh m thi. Thi hn v tnh trng bo hnh cho tng loi
my c th xin vui lng xem trong ti liu i km theo my.

IOR/ IOE : IBM On-site Repair or On-site Exchange, Trung tm bo hnh c u quyn s
cung cp dch v bo hnh ti ch cho khch hng
() Dch v bo hnh ti ch gii hn trong phm vi bn knh 25 kms ni t cc trung tm
bo hnh ( Hoc l trong phm vi ni thnh ca cc thnh ph H ni, H Ch Minh v
nng ),Gi : 8:30 h to 5:00h ( ngy lm vic bnh thng).

CCR /CCE : Customer Carry-in Repair or Carry-in Exchange, Khch hng mang my n
trung tm bo hnh c u quyn sa cha hoc thay th.

3 yr pts , 1yr lab : 3 nm linh kin , mt nm nhn cng, nm th 2 v 3

linh kin vn khng mt tin nhng khch hng chu ph nhn cng dch v
1st yr IOR - 1 nm bo hnh ti ch.
(*) Tt c cc my sch tay vi phiu bo hnh ton cu dng khch vng lai th dch v bo
hnh ch c cung cp ti cc nc m sn phm c cng b. Khnh hng co trch
nhim ng k c phiu bo hnh ton cu sau khi mua my, bng cch in thng
tin vao mu IWS ng k va fax cung vi ho n mua hng ti van phng bo hnh ton
cu t ti Australia.
(**) i vi my PC bn v Aptiva th dch v bo hnh l 1 nm nhn cng v 3 nm
linh kin. Vi nm u l dch v bo hnh ti ch.

IBM WARRANTY SERVICE GUIDELINE

(***)i vi cc sn phm ri th dch v bo hnh s c cung cp theo h thng m
nhng sn phm ny c gn vo th bo hnh ca n s ph thuc vo h thng m n
c gn vo.