SSG - How to become an authorized IBM warranty servicer

Prior to becoming an authorized warranty servicer, enrollment as an IBM Reseller is required:

http://www.pc.ibm.com/partner/us/index.html

http://www.pc.ibm.com/partner/us/bpapplic/intro.html

SSG - How to become an authorized warranty servicer

Program overview
As an approved IBM PC Business Partner, you are eligible to participate in the IBM Warranty Startup Program. After becoming warranty authorized you will be entitled to provide warranty service on IBM Personal Computing Division products. IBM will provide replacement parts and a labor reimbursement. In addition, you will be entitled to purchase IBM Personal Computing Division maintenance parts at a discount.

How to enroll in the Warranty Startup Program
Contact the Service Management Support Center (SMSC) at 800-426-3391 for additional information and to enroll in the Warranty Startup Program. Please be prepared to provide your 5 digit IBM location ID (Loc/Id) number to identify your company as an IBM approved PC Reseller/Retailer.

A $1,000, non refundable, fee is required to participate in the Warranty Startup Program. This one-time non refundable fee is charged for each service location requesting to perform IBM warranty service. The Warranty Startup Kit containing IBM computer based training (CD-ROM), and product updates will be sent to your location upon enrollment.

In addition to the startup fee, each location must maintain a subscription to the Web Browser Library CD. It is a comprehensive technical support library designed with the technician in mind. It includes "Hints and Tips", Engineering Change Announcements, hardware maintenance manuals, part listings, service patches, BIOS upgrades and IBM's Online Assistant to help guide you through the diagnostic process. Periodic update CDs will keep information current. The yearly subscription varies based on performance levels achieved.

Required training
All technicians must be A+ certified. A+ is an industry standard certification program and is a prerequisite for IBM certification. Contact COMPTIA at http://www.comptia.org for a testing center location near you. In addition to A+ certification, all technicians must complete the Warranty Basics for Technicians course and a minimum of one (1) person at each service location is required to complete the Warranty Basics for Administrators course.
Warranty basics (computer based training on CD-ROM/web based testing)
· RXW01-Warranty Basics for Administrators-required to maintain warranty authorization.
· RXW02-Warranty Basics for Technicians-required for all technicians (prerequisite for product specific training).
Product specific training (computer based training on CD-ROM/web based testing)
Technicians must complete the appropriate product specific training prior to performing warranty service.
· Desktop Training (RDC03)
· ThinkPad Training (RTC03)
· Server/Netfinity Training (XRM01)
* prerequisite for Server/Netfinity training is RDC03
REI20 - IBM e(logo)server xSeries Problem Determination is required for servers with four-processor capability or higher. These machines include: NF 5500 M20, NF6000, NF7100, NF7600, NF 8500.(Instructor-led Training, 800-426-8322 for more details)

Upon completion of the IBM Warranty Certification training, you will receive a letter with instructions and a password to access IBM Eclaim on the Web.

Maintaining your service location
Service locations must meet the following requirements in order to maintain warranty service authorization:
· Quality Service Index of 7.0 or better on a scale of 1 to 10. Contributing measurements and their weight are as follows: Customer Satisfaction (20%), Parts Per Machine (40%),and First Time Fix (40%).
· Customer Satisfaction level of 70% or better, based on a telephone survey of warranty service customers.
· Customer Survey Participation level of 10% or better.
Those locations not meeting the authorization requirements will be subject to IBM management review.

Additional Terms and Conditions

As an IBM authorized warranty servicer, you agree to:
· Validate that the End User is entitled to IBM Warranty Service.
· Maintain IBM Warranty Service approval status and capability.
· Ensure the service is performed only by personnel trained to IBM standards and consistent with IBM's service terms.
· Provide the service even for IBM Machines the End User did not acquire from you.
· Not assign, delegate or subcontract the IBM Warranty Service responsibility unless approved by IBM in writing.
· Service Machines only at locations IBM approves or at your End Users locations.
· Submit only valid warranty reimbursement requests.
· Retain records for three years, by location, of each warranty claim submitted.
· Maintain adequate tools and test equipment and a library of current IBM technical information to provide warranty service.
· Use only IBM parts when performing warranty service unless otherwise agreed to by IBM in writing.
· Provide IBM Warranty Service only on IBM products the IBM Business Partner is authorized to sell.

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