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I like to do it via the web, saves you from the receptionist only typing in every 3rd word http://www-912.ibm.com/supporthome.nsf/document/32244842 Then you can turn around and call on the existing pmr. Don't be a jerk like me when you get the real techinician and when you get asked what's up, say something sarcastic like "let me read the pmr to you". But, you're right, phone number, serial number, and customer number should work. Rob Berendt
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