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<p class="L14"><b><a name="link1" id="link1"></a>1. Background</b></p>
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<p><b>A</b>. Berklee College of Music  has distributed over 1,500 PowerBooks to its students.</p>
<p><b>B</b>.  Each PowerBook is covered by a four-year APP agreement.</p>
<p><b>C</b>. A third-party insurance policy covers accidental damage for one year. Customers should file claims against this policy with the third party, not with Apple. Students may extend this policy at their own expense. For additional information, refer customers to <a href="http://my.berklee.net/">http://my.berklee.net</a> or the Berklee Student Computer Support Center.</p>
<p><b>D</b>. Students generally call Apple to obtain repair, but they have the option of obtaining service from the Berklee Student Computer Support Center.</p>
<p><b>E</b>. The Berklee Student Computer Support Center may provide loaner computers to students while their computers are being repaired by Apple or the Berklee Student Computer Support Center. Refer students to the Berklee Student Computer Support Center for more information as necessary.</p>
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<p class="L14"><b><a name="link2" id="link2"></a>2. Identifying Berklee customers</b></p>
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<p><b>A</b>. Berklee customers may already be linked to  Berklee College's site record in PeopleSoft.</p>
<p><b>B</b>. Those who are not linked must identify themselves as from Berklee College. Link these contacts with the site account <b>23629</b>. For guidance, see <a href="http://www.info.apple.com/kbnum/n113679#link5">Creating and Modifying Customer Profiles in PeopleSoft</a>.</p>
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<p class="L14"><b><a name="link3" id="link3"></a>3. Call-handling exceptions</b></p>
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<p>Handle Berklee  customers as you would any other higher-education customer, but <b>never issue a product replacement (CRU) for a Berklee PowerBook that is dead on arrival (DOA)</b>. Berklee College has asked Apple to offer repair as the only option for PowerBooks that are dead on arrival (DOA). If the customer doesn't accept repair for a DOA PowerBook, explain that it is Berklee's policy and refer them to the Berklee Student Computer Support Center for assistance. You may offer a CRU for non-DOA situations described in section 4 of <a href="http://www.info.apple.com/kbnum/n111205">Product-Replacement (CRU) Procedure</a>.</p>
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<p class="L14"><b><a name="recentchanges" id="recentchanges"></a>Recent changes to this procedure</b></p>
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<p align="left" class="G10"><b>21 JUL 2006</b>: Modified section 3--certain situations allow for CRU.<b><br />
26 JAN 2005: </b>Added link to 113679. <br />
<b> 12 JAN 2004</b>: Added 1.E.</p>
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