Raising an IBM Warranty Call
To raise a call, you will need the following details from the base machine:
- Machine type - first 4 digits of model type (e.g. 7978)
- Model type - machine type followed by 3 alphanumerics (e.g. 7978-C1G)
- Serial number of affected hardware - 7 alphanumerics (e.g. KVD76BH)
Please note that options added to a base machine such as hard drives, memory and network cards are covered by the base warranty of the machine and so have the same level of cover. You should supply the model and serial number of the base machine to obtain cover, but you may be asked for the model number of the faulty item too so that the correct replacement can be provided.
Some items (hard drives and memory) are Customer Replaceable Items (CRUs) which means that a replacement will be shipped to you and the faulty item collected at the same time. Field Replaceable Items (FRUs) will be replaced by an on-site engineer.
Checking warranty status
- Note your 4-digit machine type (e.g. 7978) and serial number (e.g. KVD76BH)
- Visit the IBM Warranty Lookup page
- Enter machine type and serial number
If your machine is covered by a ServiceSuite contract, you should check with Precedence. The IBM warranty lookup only shows the original warranty and machine-specific warranty extension packs (ServicePacs). As a ServiceSuite contract usually covers multiple machines and vendors, this is not reflected on the IBM warranty lookup page.
- Please visit the IBM Service Request page. You will need to have an IBM ID to place a warranty call. This is the same ID you would need to download software and drivers, so is worth having.
- Click on the New service request button
- Click on the I am having a problem with hardware link
- Pick your country from the Geography menu and click Next
- Proceed through the rest of the steps ensuring you complete all fields with a red asterisk. You may leave the Error code box empty. You only have space for 230 characters in the Comments: box, so please enter the problem concisely.
- Click Create when completed
You may track your placed requests with the search facility or View My requests link.
Once you have a problem report number (PMR), you may upload files to attach to your problem report using ECuRep. Pick Hardware from the Upload is for menu.
Logging a call on-line is preferred, but if you wish to raise a call by phone, please call 08705 500 900