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Content by Intel Corporation. Version 10 May 14, 1998
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
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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