I feel your pain.
About 3 or 4 years back we had stability issues with the newly purchased xSeries 340s (dual PIII 1.0 Ghz) in our Citrix farm. It took them 4 trips to resolve the issue. Obviously they weren't exactly sure what the problem was. What ticked me off was their policy of replacing the least expensive potential problematic component first, rather than replacing the most likely component first. When we finally got down to the point of needing to replace the motherboard, IBM support balked saying, "The had no internal documentation indicating that there were any problems with the motherboards in this series." I tried to tell them that that didn't mean there wasn't a problem with these boards, but they wouldn't listen. Finally our local sales rep. put the pressure on them, they replaced the motherboards and the issue was resolved. Six months later we received notification that there was a known issue with these motherboards and they needed to be replaced.
P.S. I've currently got a one month old xSeries 345 (dual 3.06 Ghz Xeon) with a failed CPU indicator. IBM will be out on Friday to replace the processor.
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