Licpgms key problems

Hi all,

One of my customers has a problem on one of their boxes (a 720!) - it was purchased in Europe so had a serial no beginning 44, then shipped to New Orleans where IBM insisted on changing the serial no to a US one, i.e.beginning with 1. All fine so far. Then when New Orleans had the floods, we managed to scoop all the data off the system by FTP from the UK, and put it on their UK system. Subsequently the US users have been working on the UK system, and so the box was shipped to Head Office in Norway, where it was upgraded and sent out to Saudi to replace 2 very small boxes (620). Only problem is that first PDM (ADT) key expired, and now Query key has also expired, and ST1 key is threatening to expire in 30 days. The company that did the upgrade said that this should not have happened. The box was upgraded from P20 to P30, but customer understood this was taken care of in the upgrade price. The upgrade company obtained a temp key from IBM UK for PDM, but this expired while the box was in Saudi customs! (We really need PDM to get the box up and running with new BPCS 'environments' otherwise it means FTPing stuff backwards and forwards to do it.)
As I don't know the intricacies of Passport Advantage and ValuPak and all those other IBM sales rules and regs, can anyone point me in the right direction? Does it look to you as though the problem was caused by IBM changing the S/N (which caused problems when the upgrade company asked for the keys from IBM over here), or by the upgrade company, or by the customer???? And any idea how I should help them resolve this?
Perhaps I should explain why they are still on 720s - they have BPCS, and SSA/Infor are asking for extortionate amounts of money for new BPCS keys, the BPCS key is by Model and Serial no. So they can upgrade within their existing models (a mix of 620s, 720s, and 820s) but not go to current hardware which would give the same amount of CPW power at a lower tier group - P10 probably! Catch-22.

Thanks for any pointers you can give me!

cheers,

Clare