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Frequently asked questions |
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FAQs
Table of contents
| Q: | How do I reach a specific IBM employee if I know their location and extension? | | | A: | Please call 1-877-426-6006, option 1. |
| Q: | What is a "Base" Contract? | | | A: | Base Contracts functions as a "library card". It establishes the standard terms and conditions under which IBM and the customer will do business.
The base agreement is effective for the customer's complete enterprise. It explains the terms for the sale of the machine, the licensing of programs, and the provisions for services. |
| Q: | What is an "Attachment"? | | | A: | Attachments are specific terms related to an individual offering.
Examples of specific offerings which require attachments are trials and unique services such as Business Continuity and Recovery Services or Remote Technical Services. Most attachments are listed on a separate signature page that requires customer signature. |
| Q: | What is a "Transaction" Document? | | | A: | Transaction documents complete the contract between IBM and the customer and allow us to provide products and services. Transaction documents are either signed or unsigned. Signed Transaction Documents such as an contract for Customer Transaction or a Statement of Work (SOW) for services are those which show the commitment. Unsigned Transaction Documents are those which provide additional details regarding the product or service, or which record the transaction. Examples would include exhibits, product specifications, invoices and most supplements. |
| Q: | How do I obtain a Material Safety Data Sheet (MSDS) for chemicals which IBM uses at my location (customer's location)? | | | A: | IBM agrees to provide upon request a MSDS for each chemical it utilizes on a customer's premises. You can obtain Material Safety Data Sheets by calling the IBM Chemical Information Hotline at 1-800-426-4333 during the hours of 8 AM to 5 PM Eastern Time. |
| Q: | How can I get a copy of my client's maintenance contract? I'm helping them with their budget and equipment needs for next year. | | | A: | IBM can only provide information about our customer contracts, inventory, or other confidential records when a written request is sent to us by the customer on their letterhead telling us what information to provide and where to send it. The letter can be faxed to CSO MAINTENANCE at 1-877-426-2494 or 2495. |
| Q: | How do I request pricing information for Software Maintenance (SWMA) contract? | | | A: | For pricing information related to:
Contact our Sales and Marketing team at 1-888-426-4343, your local IBM Marketing Representative, or Business Partner.
If you need a renewal quote on an existing contract with no changes for the purposes of purchase order renewal, please call 1-877-426-6006 option 2. |
| Q: | How do I cancel my Remote Technical Services Support contract? | | | A: | Cancellations are required to be submitted in writing either via e-mail to SFADMIN@US.IBM.COM or faxed hardcopy to 1-800-406-5148.
Please refer to the Terms and Conditions of your contract to confirm the cancellation notification period. The cancellation notification must include your customer number and/or contract number and should also indicate exactly what contract elements should be cancelled.
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| Q: | How do I get a copy of my contract? | | | A: | There are several options. Using your IBM ID and password, you may use the Contract Request e-form to request a copy of a contract, or you may call 1-877-426-6006, option 2 to speak with a Customer Service Representative from 8am-8pm EST, Monday-Friday. |
| Q: | I already have a Software Maintenance (SWMA) contract, but have questions regarding my support. Who can answer my questions? | | | A: | To find out what systems are covered or for all SWMA questions other than a price quote, call 1-888-426-4343. |
| Q: | How can I raise requests via the Internet? | | | A: | IBM offers you the internet application ‘My requests’, which allows you to create, view and manage your inquiries, in a secure environment. There are several access points to the My requests application from Customer Support OnLine pages.
You can access this application free of charge with your IBM Registration ID (Learn more about IBM Registration). Register here should you not have already an ID.
Your request will be populated automatically with the data you have supplied when you have registered with IBM. You need only supply the information that is specific to your request and press submit.
You will then be presented with a submission notification that includes all the details of your request, which you can print with your web browser print option.
You will receive a response from an IBM representative within one business day. If a solution to your inquiry can be provided during that timeframe, then the response will be in the form of an e-mail from ‘My requests’ with a link to your answer and any related documentation. If an answer requires research or the assistance of a subject matter expert within the IBM organization, then you will be contacted and informed. You are notified of all final responses via an automated e-mail and the details are provided in the application so that you can have easy access to the request at any time.
For further information and help, please contact our Customer Support OnLine Center on 877-426-6006 (available from Monday to Friday from 8:00 AM - 8:00 PM ET). |
| Q: | How do I view my orders via the Internet? | | | A: | If you are not an IBM Easy Access customer or IBM Business Partner, the Order Status OnLine (OSOL) application allows you to see your own hardware and software orders in an easy and secure manner, from the time the order has been processed through to delivery. The data provided is near real time and will include a link to the carrier delivery notice when available.
You have two options to access the information in OSOL:
- Guest access using a combination of your international account code, enterprise number, company number OR customer number AND the Order number OR your customer reference/purchase order number (this provides access to select orders).
- Registered access using your IBM account ID and password (this allows you to access all your orders and provides additional reporting functionality).
Connecting to Order Status OnLine is easy, just click on this link.
From the Order status sign in screen, you can input the information as a guest user, or if you choose, register for access that provides you with more capability. If you already have an IBM registration ID and password, input those under Have an account? and you will you be asked to complete and confirm your request for access. If you do not already have an IBM registration ID and password, click the Create an account link and you will be stepped through the process to register and then request access to OSOL. When submitted and processed, you will receive an email confirming your entitled access. You can then begin to use Order Status OnLine as a registered user. Until the email is received, you have the option to use OSOL as a guest user.
For further information or assistance, please contact our Customer Support OnLine web team at 877-504-8930, option 3, Monday through Friday, 08:00 AM - 8:00 PM Eastern time.
If you are an IBM Easy Access customer, your enterprise portal features an order status tool designed specifically for your data intensive needs, Integrated Order Status. For optimal performance, visit your IBM Easy Access site. Your IBM Web Sales Manager will be happy to show you the new features available to you.
If you are an IBM Business Partner, for optimal performance, visit PartnerWorld to access ordering and order status tools designed for your data intensive needs. PartnerWorld provides you with order status plus a wealth of resources such as technical support, education, marketing campaigns, sales tools and more. |
| Q: | What information can I expect to find in Order Status OnLine (OSOL)? | | | A: | OSOL obtains information from the Integrated Order Status database. It contains order, manufacturing and distribution information for all hardware and software orders you have placed directly with IBM or Lenovo over the last 13 months. Order status information for orders you have placed with an IBM Business Partner needs to be obtained from the business partner. The order records you have access to will depend on the search parameters you provide when accessing OSOL as a guest, or the entitlement parameters you provide when registering for access to OSOL. (i.e., if you register and indicate that you require access to all of the orders that carry your International account code and have a sold to customer number that indicates the United States, Italy and Japan, you will have access to those records only. Therefore, a query for an order in Canada, for instance, would not return any information to you.) |
| Q: | Why must I register to obtain an IBM User ID and password and what information is required? | | | A: | Registering for an IBM User ID and password allows you to access web tools that have been made available to you to help you manage your account with IBM. With an IBM ID & password you can register for specific eTools such as Order Status OnLine, Invoices On-Line and Inventory OnLine. A registration link is available on all three of these useful eTools.
The following information is required for the IBM Registration Process:
- User ID (in e-mail format and not in use by another previously registered user
- Password (8 character minimum)
- Personal information: Country of residence, language preference, first name, last name, email address, daytime telephone number.
- Company information: Company name, street address, city, state or province, zip or postal code and country location (of the business address)
Failure to provide any of the required fields prevents the user from completing IBM Registration |
| Q: | What time will my delivery arrive? | | | A: | IBM cannot guarantee a delivery time however if you wish to specify an am or pm delivery please contact your administrator and they will try to meet the request. To determine the status of your order on-line, try Order Status OnLine. Please see "How do I view my orders via the internet?" for more information |
| Q: | When will my non personal computer (PC) order ship arrive? | | | A: | All orders are individually scheduled. Please contact your IBM Sales Rep, Customer Support Rep for information or visit the IBM Order Status web page. For information on your PC order, contact 1-888-Shop-IBM. |
| Q: | Who is my Customer Support Rep? | | | A: | Please send an e-mail to CSOHW@US.IBM.COM with your company name, address, and phone number requesting information on your Customer Support Rep, or call our Customer Support OnLine center at 877-426-6006 option 2 |
| Q: | The package I received is damaged, What should I do? | | | A: | Please click on this link for information on lost and damaged claim form and procedures. |
| Q: | How can I get IBM supplies for my printers? | | | A: | You can contact IBM Supplies at 1-888-426-7746. |
| Q: | How do I register to view my Inventory OnLine? | | | A: | Accessing Inventory OnLine is easy , just click on this link.
In order to use Inventory OnLine to view and make updates your inventory, you must register first with IBM Registration .
If you HAVE NOT previously registered with IBM Registration, please click on the "Register now" link. Complete the registration form that is provided. (Your profile update will be processed by ibm.com. A delay up to 15 minutes may exist before being able to continue the Inventory Registration)* See FAQ “Why must I register to obtain an IBM User ID and password and what information is required” for more information about IBM Registration.
If you HAVE previously registered with IBM Registration, type in your userid and password and click on "Sign In".
Sign In - you will be required to enter your new userid and password.
The following information is required to complete the registration process:
- select which account type applies to your company
- select the level of access you prefer - Choose enterprise number or customer number and enter the associated numbers
Upon successful completion, a Registration confirmation will notify you that you will receive an e-mail within two business days informing you that your registration has been processed. You will also be provided with a Entitlement Request ID#, write it down and refer to it should you need to inquire about your request. |
| Q: | What kind of information or function options can I expect to see in Inventory OnLine? | | | A: | You can access your inventory information by customer #, enterprise # or affiliate # (depending on how your profile is set up when you register). Once in, you can search for products by enterprise number or customer # by location. You can access information by product description, product type or type/serial or complete an inventory search.
There is view, print, sort and download capability and the option to update your inventory records: (including adding maintenance, maintenance discontinuance, SW license cancellations and inventory record location change.)
You can also view Warranty expiration data and Installed address information about IBM inventory.
You’ll find Help screens, feedback forms and FAQs to assist you throughout. |
| Q: | Why must I register to obtain an IBM User ID and password and what information is required? | | | A: | Registering for an IBM User ID and password allows you to access web tools that have been made available to you to help you manage your account with IBM. With an IBM ID & password you can register for specific eTools such as Inventory OnLine, Invoices On-Line and Order Status OnLine. A registration link is available on all three of these useful eTools.
The following information is required for the IBM Registration Process:
- User ID (in e-mail format and not in use by another previously registered user
- Password (8 character minimum)
- Challenge question and answer
- Personal information: Country of residence, language preference, first name, last name, email address, daytime telephone number.
- Company information: Company name, street address, city, state or province, zip or postal code and country location (of the business address)
Failure to provide any of the required fields prevents the user from completing IBM Registration. |
| Q: | Software Maintenance, What does it cover? What are the implications if I don't order software maintenance when I purchase my system or prior to the renewal date? | | | A: | Software maintenance offers customers software enhancements, within contract period, at no additional charge, for eligible products. If a customer chooses not to order IBM Software maintenance when they purchase their system, or the renewal is not received by IBM prior to the renewal date, "After License Fee" must be purchased to reinstate maintenance coverage. |
| Q: | How do I get software license keys for my machine? | | | A: | Please contact our Key Management Service Center in Boulder at 1-800-446-8989 for information on software license keys. |
| Q: | What should I do with IBM software that has been cancelled during test or the "Money Back" guarantee? | | | A: | De-install and destroy the software. Send an e-mail to notify of destruction to csosoft@us.ibm.com. |
| Q: | I need a price quote or cost estimate for budget purposes on maintenance services. Who do I contact to acquire it? | | | A: | Budget and planning cost estimates may be requested by e-mail to csomaint@us.ibm.com or in the attached Inventory & Maintenance Inquiry form (requires an IBM ID and password to access). Please specify the contract number or machine type, serial number(s) and date period for which you want the quote. A customer support representative will contact you with the information. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | I no longer have a machine, but still continue to receive maintenance invoices. How do I discontinue service & billing? | | | A: | Requests to add, discontinue or update the status of equipment currently under IBM Maintenance may be submitted by visiting IBM's Inventory OnLine Web Application. You will need to register the first time you visit, but then just select the equipment you wish to update and submit your request. Requests may also be submitted by e-mail to csomaint@us.ibm.com or using your IBM ID and password to access, by completing the attached Inventory & Maintenance Inquiry form. Please specify the machine type and serial number(s), and if available, the invoice number(s), contract number(s) and effective date you wish the coverage to start or stop. For equipment being discontinued, please advise if you no longer have the machine and/or have taken it out of use. This will allow us to correctly update our records. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | My machine is under an IBM Maintenance Contract, but when I called for service, I was told it was not covered. How do I get this corrected? | | | A: | This can occur for several reasons. Please verify the machine type and serial number of your machine and call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance. A customer support representative will be happy to resolve any discrepancies. You may also visit IBM's Inventory OnLine Web Application to review the warranty & maintenance coverage for your equipment. You will need to register the first time you visit, but then just view your machine inventory and if a change is necessary, select the machines you wish to update and submit your request. Requests may also be submitted by e-mail to csomaint@us.ibm.com or in the attached Inventory & Maintenance Inquiry form (IBM user id and password required to access). |
| Q: | Who do I contact to add or discontinue a machine from my maintenance or service contract? | | | A: | Requests to add, discontinue or update the status of equipment currently under IBM Maintenance may be submitted by visiting IBM's Inventory OnLine Web Application. You will need to register the first time you visit, but then just select the equipment you wish to update and submit your request. Requests may also be submitted by e-mail to csomaint@us.ibm.com or in the attached Inventory & Maintenance Inquiry form (IBM user id and password required to access). Please specify the machine type, serial number(s) you wish to update and the effective date you wish the coverage to start or stop. For equipment being discontinued, please advise if you no longer have the machine and/or have taken it out of use. This will allow us to correctly update our records. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | My Maintenance Service Contract is about to expire. How do I get it renewed? | | | A: | Requests to renew a maintenance contract may be submitted by e-mail to csomaint@us.ibm.com or in the attached Inventory & Maintenance Inquiry form (IBM user id and password required to access). Please specify the contract number or machine type, serial number(s) for which you want the contract renewed, along with any changes you wish to make, i.e., add or discontinue machines from the contract. A customer support representative will contact you with the renewal information. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | I would like copy of my IBM maintenance contract or list of all machines currently covered under Maintenance or Warranty. How do I acquire one? | | | A: | Machine inventory lists can be down loaded by visiting IBM's Inventory OnLine Web Application. You will need to register the first time you visit, but then just select the equipment you wish to download and submit your request. An inventory list will be displayed which can be printed or saved as a spreadsheet. Requests for contract copies or inventory lists may also be submitted by e-mail to csomaint@us.ibm.com or in the attached Inventory & Maintenance Inquiry form (IBM user id and password required to access). Please specify the contract number or machine type, serial number(s) for which you want the information. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | My machines are listed under the wrong address. How do I get this corrected? | | | A: | Requests to change or update the address of a machine may be submitted by visiting IBM's Inventory OnLine Web Application. You will need to register the first time you visit, but then just select the equipment you wish to update and submit your request. Requests may also be submitted by e-mail to csomaint@us.ibm.com or in the attached Inventory & Maintenance Inquiry form (IBM user id and password required to access). Please specify the machine type, serial number(s) you wish to update, the new address of the machine and the effective date the machine was installed at the location. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | Who do I contact with Inventory or invoice questions? | | | A: | On occasion you may have questions regarding your inventory or invoice. When this occurs you have several options.
For inventory questions you may visit IBM's Inventory OnLine Web Application, and for invoice questions, you may visit IBM Invoices On-Line WebSite. You will need to register the first time you visit, but then just access your account to acquire the needed information or submit an on line request. Requests may also be submitted by using the Inventory & Maintenance Inquiry form or Invoice Inquiry form (IBM user id and password required to access). A customer support representative will contact you with the information. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | Who do I contact with general maintenance contract or coverage questions? | | | A: | For general maintenance contract or coverage questions you may visit IBM's Inventory OnLine Web Application. You will need to register the first time you visit, but then just access your account to acquire the needed information or submit an on line request. Requests for information may also be submitted by e-mail to csomaint@us.ibm.com or in the attached Inventory & Maintenance Inquiry form (IBM user id and password required to access). A customer support representative will contact you with the information. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | How do I transfer equipment when it is traded in an IBM promotion, returned to IGF/ICC or sold to another business? | | | A: | To request the transfer of machines returned to IBM as part of a sales promotion; to IGF(ICC) leasing; or sold to another business, please provide us with the following information needed for this transfer:
- Customer Number
- Company Name
- Machine Type
- Machine Model
- Machine serial number(s)
- Information on the trade-in (IBM announcement, plant returned to)
- New purchaser and their location and date when the machine was sold
- If returned to IGF(ICC), please provide the date of return and the IGF quote number (if known)
- Reason for transfer
Note: A month's notice is required except in the case of an IGF Return. The requested information will help us determine the last day of charge to your customer number.
Please fax the information to us on your letterhead.
ATTN: CSO MAINTENANCE at 1-877-426-2494 or 2495 or send an e-mail to: csomaint@us.ibm.com. |
| Q: | How can I get Warranty loaded on my machine(s)? | | | A: | If you have a purchase document that includes the purchase date, machine type/model/serial number(s), please fax it to 1-877-426-2494 or 2495.
ATTN: CSO MAINTENANCE or if you have softcopy of the purchase document, send it via e-mail to csomaint@us.ibm.com. Warranty can be loaded with a purchase document. Please let us know if you want maintenance coverage after the warranty expires. |
| Q: | When does maintenance on my equipment end? | | | A: | You may terminate standard maintenance services for a machine on one month's notice to us if it has been on maintenance for at least 1 year. Non-standard maintenance contracts can have additional terms and conditions for termination of equipment.
We may terminate maintenance services for a machine on three months' written notice, provided it has been under maintenance services for at least one year. Either of us may terminate service for any Machine if the other does not meet its obligation concerning maintenance services. |
| Q: | How do I find out what Software products have migrated to Passport Advantage? | | | A: | To find out what products have migrated to Passport Advantage, please call the Passport Advantage Hotline at 1-800-266-8720. |
| Q: | I have an iSeries, pSeries and/or an AIX machine and need to purchase a remote technical support contract. How can I get a quote? | | | A: | Remote technical support for these software products is available via Software Maintenance acquired through Software Maintenance for iSeries, pSeries and Software Maintenance for AIX Operating Systems, and for selected other products acquired from IBM Business Partners who remarket iSeries and pSeries, and from IBM directly. Contact 'IBM Direct' at 1-800-426-2255. A representative will take your information and generate a quote. |
| Q: | Who do I contact for Repair Service? | | | A: | Service may be requested and managed by visiting our Service Request Website or by calling us at 1-800-IBM-SERV (800-426-7378). Please specify if this is for hardware or software support. You will receive a Service Request Number and depending on the level or support for your contracts, a Service Support Representative will be dispatched or you will be provided with instructions to mail the equipment to our depot repair center. |
| Q: | Who do I contact for SW Support? | | | A: | SW Support may be requested by calling us at 1-800-IBM-SERV (800-426-7378). You're call will be routed to a Service Support Representative who will be happy to provide assistance. |
| Q: | What are the payment terms for IBM invoices? | | | A: | Most invoices are due upon receipt, as stated in the IBM Customer Agreement. You will have to pay at the latest on the due date, as shown on the invoice. In all cases, the payment due date is shown on the invoice. |
| Q: | What about late payment fees? | | | A: | IBM charges Late Payment Fees (LPF) to customers who do not pay within the terms stated on the invoice. LPF is calculated on the bottom line total of the invoice after all taxes have been applied. Late Payment Fees may be subject to taxes depending on the local jurisdiction. Any applicable taxes will be included on the Late Payment Fee amount.
The 'Late Payment Fee Amount' is printed on the invoice as well as a 'Late Payment Fee Effective Date'. The LPF amount will only be due if the invoice amount is not paid by the date specified. |
| Q: | How do I view my IBM and invoices via the Internet? | | | A: | IBM invoices are available by registering in Invoices On-Line. Just click on this link to begin.
You will be brought to the Invoices On-Line sign in screen, if you already have an IBM registration ID and password, input them under the "First time Here" link and continue with the registration process by keying in your existing IBM registration ID and password. You will then be asked to complete the rest of the Invoices On-Line registration process.
If you do not already have an IBM registration ID and password, under the "First Time Here" link click "Register" and then click "If you have not previously registered with IBM registration*" and you will be stepped through the process to register with IBM. Once complete, you may request access to Invoices On-Line. When submitted and processed, you will receive an email confirming your access. You can then begin to use Invoices On-Line.
The following information is required for the Invoices On-Line Registration Process:
- Provide account information (e.g. customer numbers you want to access) in the fields provided
- Select "Invoice User" from the drop down menu
- Select the appropriate city based on your IBM AR support
For further information or assistance, please contact our Customer Support OnLine web team at 1 877-504-8930, choose option 2, or email: invoices@us.ibm.com. Monday through Friday, 08:00 AM - 8:00 PM Eastern time. |
| Q: | What kind of information or function options can I expect to see in Invoices On-Line? | | | A: | With Invoices On-Line you are able to view your IBM invoices online with your Internet browser 24 hours a day , so you can eliminate paper if you choose, and take advantage of functions that allow you to view, print, route, download invoice information to a spreadsheet, create reports from the download function and even pay invoices electronically through our ePay function. If you have a problem with your invoice or a question, you can create an electronic invoice inquiry while viewing your invoice at the same time. No longer do you have to pick up the phone and call someone for assistance. At login, you’ll be able to specify a customer number, invoice number (and optionally, a date range) to bring up a list of invoices that are associated to you, for your account and select one to view. When we’ve issued a new invoice you’ll receive an Email notification, so you can login to Invoices On-Line and see it immediately. |
| Q: | Why must I register to obtain an IBM User ID and password and what information is required? | | | A: | Registering for an IBM User ID and password allows you to access web tools that have been made available to you to help you manage your account with IBM. With an IBM ID & password you can register for specific e-Tools such as Invoices On-Line, Inventory OnLine and Order Status OnLine. A registration link is available on all three of these useful eTools.
The following information is required for the IBM Registration Process:
- User ID (in e-mail format and not in use by another previously registered user
- Password (8 character minimum)
- Challenge question and answer
- Personal information: Country of residence, language preference, first name, last name, email address, daytime telephone number.
- Company information: Company name, street address, city, state or province, zip or postal code and country location (of the business address)
Failure to provide any of the required fields prevents the user from completing IBM Registration. |
| Q: | What other electronic options are available for invoice delivery? | | | A: | Electronic Data Interchange (EDI) is an option also available to customers.
EDI will transmit invoices electronically to you and can feed right into your inventory management and / or accounts payable systems. IBM charges no fee for electronic invoicing. If you are interested in this method contact us by calling the toll free number on the top of your invoice or by sending a note to address in the upper left corner of your invoice and we will have someone contact you regarding this option. |
| Q: | How can I reduce the number of invoices I receive from IBM? | | | A: | For recurring maintenance and recurring software license fee billing, there are several options to reduce the amount of invoices you receive. If you are currently receiving these invoices on a monthly basis, you can choose to change the frequency to quarterly. IBM will then issue an invoice at the start of each calendar quarter (January 1, April 1, July 1, October 1). A second option is through billing consolidation, which takes the information from multiple invoices and combines it onto one invoice. There are two alternatives for billing consolidation. The first sorts items by the IBM account location for each location where equipment is installed. Items for each account number are printed on a separate page(s), with subtotals and cumulative totals shown. The installed-at address and your reference information are shown in the Heading section of the invoice page. This method results in the least reduction in total amount of paper.
The second option sorts items by the IBM account number for each location where equipment is installed. For each account number, the Body of the invoice shows the account number, address and your reference information, followed by the detail line items, subtotal and cumulative total. A new page is NOT started for each account number; when one location's products are completed, the next location's information starts to print immediately below, starting with the account number, address and reference. As a result, this method saves more sheets of paper, on average, than the preceding method. For more information, please contact us at 877-426-6006 Option 2 |
| Q: | What methods of electronic payment are available? | | | A: | IBM offers several options for electronic payment:
- electronic payment through the Invoices On-Line ePay option
- automatic bank transfer via the Direct Debit Option
- electronic payment via Electronic Data Interchange (EDI)
- on a limited basis, credit cards / purchase cards.
For more information, please contact us at 877-426-6006 Option 2 |
| Q: | Why did I receive an invoice for service and/or parts? | | | A: | This type of invoice is also known as an Hourly Service Invoice (HSI). An HSI is billed for one of the following 2 reasons:
- the machine serviced does not reflect warranty or coverage through an IBM Maintenance agreement; or
- the service provided is not covered by warranty or an IBM Maintenance agreement (example - abuse, lightning strike)
If you require further assistance, please send an email to: askusar@ca.ibm.com or contact Customer Support Operations at 1-877-426-6006 option 2 from 8:00AM to 8:00PM Eastern Standard Time (Monday - Friday). |
| Q: | How do I find out more information about my non-maintenance services invoice? | | | A: | Send an inquiry to the National Services Support Organization by sending an e-mail to the NSSOCART@us.ibm.com. Include your invoice number, customer number, and question. |
| Q: | I don't understand the charges on my Invoice. Who do I contact for assistance? | | | A: | Your customer support rep will be happy to assist in reviewing invoice charges. You may contact them by calling 877-426-6006 option 2, or accessing with your IBM user id and password, you may fill out the attached Invoice Inquiry form and submit it to us. If you are a registered Invoices On-Line user, you may notify us of your concern by selecting the invoice and pressing the “Inquire or Invoice details/Inquire” button. A customer support representative will contact you to address the changes. |
| Q: | There is an error on my Invoice. How do I get it corrected? | | | A: | If an error is noted on your invoice we are ready to assist in correcting the problem. There are several options available to you:
You may call 877-426-6006 (option 2) or the number listed on your invoice. If you are a registered Invoices On-Line, you may notify us of your concern by selecting the invoice and pressing the "Inquire or Invoice details/Inquire" button. Using your IBM user id and password, you may also fill out the attached Invoice Inquiry form and submit it to us. A customer support representative will contact you to resolve any discrepancies. |
| Q: | I would like to change the address on my invoice. Who do I contact to make the change? | | | A: | An invoice address change can be made by submitting a request in the attached Invoice Inquiry form (IBM user id and password required to access) or by visiting the Invoices On-Line WebSite. You will need to register the first time you visit, but then just view, select your invoices & submit any necessary change request. A representative will advise once the change has been completed. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | The Customer Reference or Purchase Order Number on my invoice is not correct Who do I contact to get it changed? | | | A: | A Customer Reference or Purchase Order Number change can be made by submitting a request in the attached Invoice Inquiry form or by visiting the Invoices On-Line WebSite. You will need an IBM ID and password for both. Invoices On-Line also requires you to register the first time you visit, but then just view, select your invoices & submit any necessary change request. A representative will advise once the change has been completed. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. You may be asked to provide a copy of the Purchase Order for our records. |
| Q: | I have a new Purchase Order Number I would like referenced on my invoice. Who do I contact? | | | A: | Your new Purchase Order may be faxed or sent via e-mail to one of the following departments:
| Hardware Purchases: |
877-426-2493 |
csohw@us.ibm.com |
| Software Purchases: |
877-426-2493 |
csosoft@us.ibm,.com |
| Warranty & Maintenance Services: |
| 877-426-2494 |
csomaint@us.ibm.com |
| IBM Global Services such BCRS, RTS, ITS, BCS *: |
| 800-669-5087 | nssocart@us.ibm.com |
| Federal Government Purchase Orders: |
| 888-520-0533 | fednotes@us.ibm.com |
| Business Partner Purchase Orders: |
| 800-426-9927 | bphd@us.ibm.com |
Please include the Invoice number, customer number, or contract number if known for which the PO is relative. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime.
*Business Continuity & Recovery Services, Remote Technical Services, Integrated Technology Services, Business Consulting Service |
| Q: | The Invoice amount doesn't match the quote I received. How do I get the invoice corrected? | | | A: | If an error is noted on your invoice we are ready to assist in correcting the problem. There are several options available to you:
You may call 877-426-6006 (option 2) or the number listed on your invoice. If you are a registered Invoices On-Line user, you may notify us of your concern by selecting the invoice and pressing either the "Inquire" or "Invoice Details/Inquire" button. You may also fill out the attached Invoice Inquiry form and submit it to us using your IBM ID and password to access. A customer support representative will contact you to resolve any discrepancies. |
| Q: | The Invoice description doesn't include a serial number or is not specific enough to understand the charge. How can I get additional information to pay the invoice? | | | A: | If additional invoice information is needed you may submit a request in the attached Invoice Inquiry form or visit the Invoices On-Line WebSite. You will need to register the first time you visit, but then just view, select your invoice(s) & press the "Inquire" or "Invoice Details/Inquire" button to submit your request. A representative will contact you promptly You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | I need copy of an invoice or I didn't receive one. Who do I contact? | | | A: | To view or print invoices, you may the Invoices On-Line WebSite. You will need to register the first time you visit, but then just view, select & print invoices as needed. You may also submit a request in the attached Invoice Inquiry form using your IBM ID and password to access or you may call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. A customer support representative will be happy to assist you. |
| Q: | How do I determine if IBM received my payment? | | | A: | To view your IBM invoice payment status, you may visit the Invoices On-Line WebSite. You will need to register the first time you visit, but then you may view open and paid invoices as needed. You may also submit a request for information in the attached Invoice Inquiry form, using your IBM ID and password to access, or you may call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. A customer support representative will be happy to assist you. |
| Q: | I would like to know if there are any open invoices for my account. How can I see my account balance? | | | A: | To view your IBM invoices and account balance, you may visit the Invoices On-Line WebSite. You will need to register the first time you visit, but then you may view open and paid invoices, as well as view the account balance. Using your IBM ID and password, you may also submit a request for information in the attached Invoice Inquiry form, or you may call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. A customer support representative will be happy to assist you. |
| Q: | The Charge Period Dates on the invoices are wrong. How do I get the dates corrected? | | | A: | If an error appears on your invoice you may dispute the billing by using your IBM ID and password and submitting a request in the attached Invoice Inquiry form, or by visiting the Invoices On-Line WebSite. You will need to register the first time you visit, but then just view, select your invoice(s) & press the "Inquire" or "Invoice Details/Inquire" button to submit your request for billing to be adjusted. A customer support representative will contact you to resolve any discrepancies. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | I was duplicate billed, who do I call? | | | A: | If an error is noted on your invoice we are ready to assist in correcting the problem. Using your IBM ID and password to access, you may dispute the billing by submitting a request in the attached Invoice Inquiry form, or by visiting the Invoices On-Line WebSite. You will need to register the first time you visit, but then just view, select your invoice(s) & press the "Inquire" or "Invoice Details/Inquire" button to submit your request for billing to be adjusted. A customer support representative will contact you to resolve any discrepancies. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | I received an invoice for a part I returned. How do I get the invoice credited? | | | A: | Please contact our IBM Parts Department at 800-388-7080 option 2, then option 1. Our Parts Support team will be happy to assist in addressing any discrepancies. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance. |
| Q: | Who do I contact with General Billing Questions? | | | A: | General billing questions can be submitted in the attached Invoice Inquiry form (IBM ID and password are required), or by visiting the Invoices On-Line WebSite. You will need to register the first time you visit, but then just view, select your invoice(s) & press the quot;Inquirequot; or quot;Invoice Details/Inquire" button to submit your inquiry.
A customer support representative will contact you to resolve any discrepancies. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime. |
| Q: | I'm being invoiced for the wrong machines. How do I get this corrected? | | | A: | If an error is noted on your invoice we are ready to assist in correcting the problem. You have several options:
Using your IBM ID and password to access, complete the attached Invoice Inquiry form with the details, including machine and serial numbers, or you can do this via the Invoices On-Line WebSite. You will need to register the first time you visit, but then just view, select your invoice(s) & press the "Invoice Details/Inquire" button to submit your request for serial number corrections. A customer support representative will contact you to resolve any discrepancies. You may also call our Customer Support OnLine Center at 877-426-6006 (option 2) for assistance at anytime |
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