Pentium® Processor Replacement Program
Frequently Asked Questions


Version 10 May 14, 1998

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Contents

  • I. Customer Service Telephone Numbers
    II. General Replacement Program
    III. Physical Replacement of Chips
    IV. Miscellaneous

I. Customer Service Telephone Numbers

In United States, Canada, Guam, Puerto Rico, and the Virgin Islands:

  • For all Pentium® processor replacement inquiries call: 1-800-628-8686/ 1-916-356-7599

In South & Latin America:

  • Argentina: 01-345-2143 or 2145 then 210/341-3690-9949 then 1-210/341-3690
    Colombia 9-801/53796
    Brazil: 0008165500006
    Chile: 800/241-400 then 210/341-3690-9587# then 1 then 1-210/341-3690
    Jamaica/Caribbean: 1-800/533-5064 then 210/341-3690-5347 then 1-210/341-3690
    Mexico: 9-580/038-01523

In Japan:

  • +81-298-47-1841--Outside Japan
    0120-868686 Japan Local

In Asia-Pacific:

  • China
    --Beijing:...........................86 10 6238 5130
    --Guangzhou:....................86 20 8332 3333
    --Mongolia:.......................86 10 2385130
    --Shanghai:.......................86 21 6485 2828
    Hong Kong:......................852 2844 4555
    India:.................................91 80 555 0940
    Indonesia:.........................6221 577 1930
    Malaysia:..........................603 469 6677
    New Zealand:...................61 2 9937 5829
    Philippines:........................63 2 636 2191
    Singapore:.........................65 735 3811
    South Korea:.....................82 2 767 2500
    Taiwan:..............................886 2 514 4200 or 886 2 716 9660
    Thailand:............................662 654 0654

In Australia

  • 61 2 9937 5829

In Africa, Europe, Israel, Middle East & Former Soviet Union:

  • Austria:........................6606719 --German
    Finland:........................0800 118023 --English
    France:.........................0800 90 8179--French
    Germany:......................0130 818921--German
    Ireland:.........................1800 409101--English
    Italy:.............................1670 10475--Italian
    Netherlands:.................0602 24939--Dutch
    Spain:...........................900 99 4414--Spanish
    Sweden:........................8 705 5651--English
    Switzerland:..................0800 55 2357--English
    Switzerland:..................0800 55 3037 --German
    Switzerland:..................0800 55 3036--French
    UK:..............................0800 374838--English
    All Others:....................+44 (0)990 673011

II. General Replacement Program
Q1: What is the floating point flaw?

A1: The Pentium® processor had a flaw in its floating point divide unit that, for rare combinations of specific operand pairs, could have given a reduced precision result. The floating point unit is enacted only during division and will possibly affect the accuracy of results from the fourth to the nineteenth place past the decimal point.

Q2: How can I tell if I have a processor with the floating point flaw?

A2: You can identify this flaw by using well as if your processor containthe CPUID utility. It will tell you the type of Intel microprocessor your PC contains as s the floating point divide flaw.

Part II: General Replacement Program

Q3: What speeds of the Pentium® processor are affected by the floating point flaw?

A3: If you have a 60, 66, 75, 90 or 100MHz Pentium® processor, it is possible you may be affected with the floating point flaw. To check if you are affected, use CPUID. Any speeds higher than 100MHz do not have the FPU flaw.

Q4: I understand that my original Pentium® processor has a 'lifetime' replacement policy. If I decide to opt for a replacement chip, do I still have a 'lifetime' replacement policy on my replacement chip?

A4: No. The lifetime replacement is 'exhausted' once the replacement is made. Your replacement processor is then covered under a one-year warranty.

Q5: What are the ways I can replace a Pentium® processor which contains the flaw?

A5: There are three ways to replace your chip:

  • A5a: Through your system vendor:

    Some system vendors have requested that they service their customers directly. In these cases, you must contact them for replacement of your processor. The following system vendors are doing replacements and should be contacted directly: ALR, AT&T, Dell, Epson, Intergraph, MegaMax, Netframe, Reutters, STD, Sequent, Tricord.

    If you need assistance in contacting these system vendors, please call Intel.

    A5b: Do it yourself, through Intel:

    If you do not have a system from one of the vendors described above, you can contact Intel for a new part and replace it yourself. Your replacement chip will come with installation instructions. In addition, telephone assistance is available by calling the technical installation assistance number described in the first section, once your replacement chip has arrived.

    A5c: Via a walk-in service provider in your area:

    There are Intel authorized service providers in the US, Canada and Europe who can replace your processor for you. Please contact Intel for a listing of service providers near you, as well as information on how to contact them.

Q6: What information must I provide in order to get my new part if I order from Intel?

A6: We need the following information: Your name, phone number & shipping address; computer manufacturer & model; and CPU speed currently in your system. We will also ask if you have verified the flaw by using the CPUID utility (required to place an order). In addition, if you choose to install the CPU yourself rather than bring your system to a service center, we will ask you for a major credit card number. The credit card number is for security only, to insure return of the original processor.

Q7: Why do you need my credit card number?

A7: The credit card number is for security only, for those people to whom we are sending chips directly, to insure the original chip is returned. No hold or charge will be placed on your card, as long as the original unit is returned to Intel within 30 days of our shipping the replacement part (all parts are shipped by courier, with a prepaid return shipping voucher and envelope included).

Q8: Why do you need the original part back?

A8: We are asking for parts to be returned to avoid illegal resale of the parts, and to insure the same part doesn't end up in the replacement program a second time.

Q9: What happens if I don't return the original chip on time?

A9: Please order a replacement chip only if you are certain you can do the replacement and return the original chip within 30 days. If not, please wait until a later time to place your order. In the event that the original chip is not returned to Intel, we will send a reminder notice at 20 days, and again at 30 days if the original unit hasn't been received. We will charge the user the current market value price of the processor, but only after every attempt has been made to obtain the original. As of this printing, prices range from $89 to $131 each, depending on the speed of the processor.

Q10: How can I get a new chip if I don't have a credit card?

A10: The simplest option will be to use a service center, as described in question 5c. We will also accept a Letter of Guarantee or a Purchase Order. Please contact Intel for further information.

Q11: What should I do if I have any questions after I've made my request for a new chip?

A11: If the chip was ordered through your system vendor, please contact them directly. If the chip was ordered through Intel, please contact Intel.

Q12: What is the procedure if I already have a replacement chip from Intel, but have decided to use a service provider to do the physical replacement?

A12: No problem. Please contact Intel, and we will provide information on how to contact your local service provider.

Q13: Can I order my replacement via the Internet?

A13: No. At this time, we do not have an internet ordering capability for the replacement program. If you would like to place an order, please contact Intel at one of the phone numbers listed above.

Q14: I'm a reseller, why can't I get a replacement?

A14: As stated in the overview section, this program is meant for End Users of working systems, who are concerned about the impact of the flaw on their specific programs and applications. It is the individual decision of the end user to determine if the flaw is affecting their application accuracy.

Q15: Can I upgrade my processor through this program. I am willing to pay the difference.

A15: Unfortunately, this is not possible. As many systems are designed for one speed only, we could not guarantee that your system would continue to work properly. In some cases, you could damage your system by replacing with a different speed part than what the system was designed for. It is for this reason that we offer a like for like replacement only.

Q16: Can I exchange my flawed Pentium® processor or get partial credit towards a Pentium® OverDrive® processor?

A16: The Pentium® OverDrive® processor is a completely different product that is not related in any way to the Pentium® Processor Replacement Program. If you have a flawed Pentium® processor, we will be happy to replace it with a corrected same-speed version. For information on a Pentium® OverDrive® processor, please see Intel's Pentium® OverDrive® processor web page.

Q17: My 60MHz motherboard is damaged and I have to upgrade it to a 3.3volt board. Can I exchange my flawed 60MHz processor for a 75MHz or higher processor?

A17: No. The Pentium® Processor Replacement Program specifically states that Intel will replace flawed processors for the lifetime of the system. If the motherboard is damaged, the system is not operational and you do not qualify for a replacement under this program. In addition, we will only replace the flawed processor with a same-speed corrected Pentium® processor. We do not offer upgrades under any circumstances.

Q18: Is my replacement Pentium® processor covered under a warranty?

A18: Yes. Your replacement processor has a one year limited warranty. You will receive a warranty card with your replacement chip.

Part III: Physical Replacement of Chips

Q19: If I decide to do the replacement myself, what are the specific steps to do that?

A19: Instructions are included with every replacement processor shipped. In general, however, the user will need to open the system, ground himself/herself to avoid static electricity, lift a lever, remove the old chip, insert the new chip, close the lever, and replace the system chassis. We also offer telephone assistance, should you have any questions once you've received your replacement chip.

Q20: Will I void my system warranty by changing the chip myself?

A20: If the system vendor has authorized Intel to perform the replacement, the system warranty will remain intact. If your system vendor is handling the replacement directly you must work with them to ensure your warranty, if still active, remains in effect.

Q21: Do the replacement processors have more of a heat problem than my original?

A21: The replacement solution will provide equal or greater cooling than the original. However, Intel's thermal solution is probably different from the solution which came with your original processor, as we are providing a generalized solution that covers 100 different variations of speed, socket, and other thermal solutions.

Q22: What happens if I replace my CPU and my system doesn't work?

A22: Assuming the right chip and installation procedure were used, the system should work as it did previously. Contact Intel or your system vendor if you have any questions.

Part IV: Miscellaneous

Q23: What will Intel do with the returned parts?

A23: We have received a number of suggestions and requests for the returned chips, however there are a couple of reasons why we can't make the processors available. First, most of the chips will likely be mechanically damaged during the replacement process and will not function properly. Second, regardless of how the chips are marked or what specific applications they are intended for, there is no way we can ensure that the chips will not again end up with an end-user where replacement might be requested. Therefore, Intel will grind the chips to recover the gold, tungsten and aluminum used in their manufacture.

* Legal Information © 1999 Intel Corporation

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