TITLE
    Power Mac 5200/5300/6200/6300: REA Fact Sheet Q & A
Article ID:
Created:
Modified: 		19973
6/6/96
9/15/99
TOPIC

    This article contains questions about the Repair Extension Authorization (REA)Program for Power Macintosh and Performa 5200, 5300, 6200, and 6300 computers.

    Questions Answered in this Article:

      1. What is a Repair Extension Authorization Program?
      2. What models are included in this Repair Extension Authorization Program?
      3. Is this repair program different from the product recall I heard about recently?
      4. Are Powerbook computers included in this program?
      5. What is the Repair Extension Authorization Program for the Apple Power Macintosh and Performa 5200, 5300, 6200, and 6300 computers?
      6. What are the details of the repair?
      7. How does a customer know if his/her computer is affected by the quality issues that Apple has identified?
      8. Where can customers obtain this diagnostic software?
      9. How is Apple notifying customers who may be affected by these quality issues?
      10. I have already called about getting my computer system repaired under this program. Do I need to call Apple again?
      11. Are there any known safety issues with these products?
      12. Is there a cost to customers?
      13. How long will it take to get an affected computer system repaired?
      14. Are these worldwide programs?
      15. How does Apple define a system freeze?
      16. What if my computer exhibits problems not caused by the components that Apple has identified?
      17. Is Apple extending the warranty on my computer?
      18. What are the dates of this Repair Extension Authorization Program?

DISCUSSION

    1. Question : What is a Repair Extension Authorization Program?
    Answer : A Repair Extension Authorization Program is one mechanism Apple uses to correct known quality issues exhibited during or after the warranty period. Quality is a top priority at Apple, and this repair program addresses certain quality issues that have surfaced with these products. Apple is implementing this repair program as part of the company's goal to provide a high level of customer satisfaction to its customers.


    2. Question : What models are included in this Repair Extension Authorization Program?
    Answer : The models included in this program are Apple Power Macintosh 5200/75 LC and 5300/100 LC, and Macintosh Performa 5200, 5215, 5300, 6200, 6205, 6214, 6216, 6218, 6220, 6230, 6290 and 6300. (The recently introduced Power Macintosh 5260 and 6320 are not included in this program because Apple corrected all the known issues with this product prior to manufacturing.)


    3. Question : Is this repair program different from the product recall I heard about recently?
    Answer : This is the same program. In early May, we alerted Apple resellers about these Repair Extension Authorization Programs so that they would have time to prepare for customer calls and questions. Our communications to our resellers received widespread media coverage, which characterized these programs as a recall. But it's the same program; we are in the process now of letting customers know that we're ready to begin repairing affected Power Macintosh and Performa computers. This is a repair extension authorization program, not a product recall.


    4. Question : Are PowerBook computers included in this program?
    Answer : We are activating the Power Macintosh and Performa Repair Extension Authorization Program this week. Details about the PowerBook 5300 and 190 Repair Extension Programs will be announced to customers in about a week or so.


    5. Question : What is the Repair Extension Authorization Program for the Apple Power Macintosh and Performa 5200, 5300, 6200, and 6300 computers?
    Answer : The Repair Extension Authorization Program for the Apple Power Macintosh and Performa 5200, 5300, 6200, and 6300 computers addresses two potential quality issues with these models:
    • Frequent system freezes (the cursor does not move on the screen and the menu-bar clock does not advance) because of specific known components that have been identified by Apple, and/or,
    • Sudden or intermittent change in the built-in video monitor's hue because of a particular cable (5XXX All-in-one models only ).

    With this Repair Extension Authorization Program, Apple has identified known hardware issues the company will repair
    • at its cost
    • for as long as Apple services these products. In the United States, that is seven years after the company stops manufacturing the products. In other countries, the time period is different.


    6. Question : What are the details of the repair?
    Answer : The repair procedures for this program may include:
    • Running diagnostic (5xxx-6xxx Tester) software to determine whether the computer is affected by specific known component issues on the logic board.
    • Checking the logic board and repair or replace, as appropriate.
    • As appropriate, determining whether the built-in monitor may be affected by a sudden or intermittent change in color hue and replace a cable to correct if necessary (5XXX All-in-one models only ).


    7. Question : How does a customer know if his or her computer is affected by the quality issues that Apple has identified?
    Answer : In each country, customers can contact their service providers or call the service number designated for their country. In the United States, customers should contact their Apple Authorized Service Provider or call 1-800-767-2775 to determine whether their computer may be affected by these quality issues. In addition, Apple is making simple diagnostic software widely available; this software can help identify whether a particular computer may be affected by the component issues that cause system freezes.


    8. Question : Where can customers obtain this diagnostic software?
    Answer : The software, 5xxx-6xxx Tester 1.0. These articles can help you locate the software update mentioned here:

    9. Question : How is Apple notifying customers who may be affected by these quality issues?
    Answer : Many customers heard about this program through media coverage and have already called Apple. Apple has begun to contact these customers through phone calls or letters to provide specific details on program participation and/or to schedule a repair. Information on the Repair Extension Authorization Program is also available on Apple's Web site: http://www.info.apple.com .


    10. Question : What number can I call to participate in the Power Macintosh/Performa Dekstop REA program?
    Answer : Customers in the United States should call 1-800-767-2775 or their local Apple Authorized Service Providers to request REA service. Customers outside the United States should contact their local Apple Authorized Service Providers for service information.


    11. Question : Are there any known safety issues with these products?
    Answer : No.


    12. Question : Is there a cost to customers?
    Answer : The specific repairs outlined in this program will be at Apple's cost.


    13. Question : How long will it take to get an affected computer system repaired?
    Answer : Apple is committed to repairing systems as soon as possible. The length of time to get a system repaired will depend on the number of requests Apple receives, as well as parts availability.


    14. Question : Are these worldwide programs?
    Answer : These are worldwide programs, but it is important to note that the quality issues differ on a country-by-country basis.


    15. Question : How does Apple define a system freeze?
    Answer : For purposes of this Repair Extension Authorization Program, a system freeze is defined as when the cursor (arrow) does not move on the screen and the menu bar clock does not advance. The system freeze can be caused by known hardware component issues, which is what Apple is repairing under this program.

    A condition defined by Apple as a system hang, crash, bomb, or lockup, is when the cursor will still move on the screen but pressing the mouse button has no effect. With this condition, users may also see an error dialog box on the screen (for example ID = Type 11). This type of error is caused by one of several possible software issues not addressed by this program.

    If a customer is experiencing an issue that has not been identified by Apple as part of this program, the service provider or Apple phone-support representative (1-800-767-2775) will work with the customer to determine an appropriate course of action.


    16. Question : What if my computer exhibits problems not caused by the components that Apple has identified?
    Answer : It is possible that system freezes or video issues can occur for reasons unrelated to the component problems described above. Any such issues would not be covered by this Repair Extension Authorization Program. If a customer is experiencing an issue that has not been identified by Apple as part of this program, the service provider or Apple phone-support representative (1-800-767-2775) will work with the customer to determine an appropriate course of action.

    In many cases, installation of Mac OS Version 7.5.3 may correct issues customers might be having with system freezes that are unrelated to the component issues Apple has identified. Customers who wish to install Mac OS Version 7.5.3 can obtain the software by calling 1-800-293-6617, ext. 984.


    17. Question : Is Apple extending the warranty on my computer?
    Answer : Under this Repair Extension Authorization Program, Apple, at its option, will repair or replace the specific components the company has identified. This program does not extend the repair of any other systems, parts, or components beyond the warranty period.


    18. Question : What are the dates of this Repair Extension Authorization Program?
    Answer : The Repair Extension Authorization Program started on June 4, 1996 and will expire on September 5, 2003.

Document Information
Product Area: Computers
Category: Power Macintosh
Sub Category: Macintosh Performa 5200; Macintosh Performa 5300; Macintosh Performa 6200; Macintosh Performa 6300; Power Macintosh 5200; Power Macintosh 5300; Power Macintosh 6200; Power Macintosh 6300

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