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> From: Steve Richter > > return the system with the broken drive. Rather than follow your advice, Steve, what I did was call IBM and explain the situation. It took a LOT of calls, and a couple of emails, but things are working out (slowly). Short version: I have to pay maintenance for the time my machine was not under warranty. This is perfectly acceptable to me, and in fact I'm going to request a maintenance agreement whenever I start a new lease, scheduled to start the day I go off warranty. That way I'll never be off maintenance. Long version: 1. Called ICC 2. On hold about a minute 3. Got a live person, gave her all my information 4. Was told I was out of area 5. Was given the phone number for my area 6. Was transferred 7. Got voicemail 8. Used #0 to get out of voicemail 9. On hold a couple of minutes 10. Got a live person, gave him all my information 11. Waited about five minutes on hold 12. Got transferred to a new live person 13. New person told me I needed to transfer 14. Transferred me to Maintenance Agreement Department 15. On hold for about three minutes 16. Got a live person, gave her all my information 17. Finally, got a reference number 18. A Maintenance CSR "will contact me" During this time, I was emailing Anne and Marijeanne. Marijeanne called me back and told me what my basic options were, which allowed me to properly explain myself to the Maintenance Agreement Department. I think we're all clear on what's going to happen. The basic idea is that I will get a maintenance policy retroactive to the time I went off warranty (about 30 days ago). Once we agreed on that, I got a reference number. I put the reference number on the CE ticket. Hopefully that will help during the billing process. And although I had to recite my information three different times, it wasn't so bad. Next, we'll see how the billing side of it goes. Joe
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