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DELL WARRANTY PROCEDURE
Information Technology Division
How to: DellWarranty
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If you do not have a Dell account, create one here.
Contacting the customer.
Correctional officers on the units are not always at there desk. Often they will place the call for help and resume other activities on the unit away from their system. If they do not answer have the operator transfer the call to the radio picket. They will be able to raise most officers on the unit this way. If they answer away from their system have them go there and call you back. Parole officers are often out of the office, completely. Have someone else in the office go to the system in questions, for basic trouble-shooting procedures and collecting the needed information. Information Needed : 1. The Dell Service Tag 2. The complete physical street address city, state, zip ( no P.O. Boxes) 3. An alternate contact for Web Mail or Lotus Notes while their system is down. 4. If they will be there the next working day to respond to Dell tech call. Information to share : 1. How you are handling the communication with Dell via internet. 2. What they should expect. a. That you will forward via Lotus or Web Mail to their alternate all correspondence from Dell regarding the repair. The last email will be most important because it has a tracking #. Ask them to retain this email even beyond the repair in the case there is a problem.
b. That someone from a Dell service company will be contacting them within 24hrs. 3. Give them your name, number and title if they should have any questions or problems.
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Contacting Dell on the Internet.
Bookmark This url. https://support.dell.com/support/supportrequests/create.aspx?c=us&cs=RC956850 &l=en&s=slg. Enter in the System’s service tag and submit and hit “enter”.
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Enter your account E-mail adress Enter password Click login or hit “enter”
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Contact Information
1. Next the customer’s first and last name. 2. Next use your email address. Keep yourself in the loop. 3. Next TDCJ plus the Unit name or division such as TDCJ San Antonio Parole 4. Next the customer’s contact phone number with extension. 5. Next city, state, and zip. 6. Next in additional instruction refer them to you for questions such as.
Please refer any questions to (your name here) TDCJ-ITD @ 936-437-(your # here).
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Incident Information
1. 2. 3. Incident type usually “Not Applicable” Operating system type “Windows XP” Operating system version “Professional”
4. Problem Details:
Please include as much detail as possible, including troubleshooting steps you have taken, error messages, and results from any diagnostic tests you have run on the system. Please mention if you have swapped parts to isolate the problem, such as: 1. GX 270’s power problem The blinking yellow/amber LED status indicates that the power supply of the system has gone bad and needs to be replaced. The computer will not boot. Swapped with service power supply and problem was resolved. However, during this process We noticed the motherboard has leaking capacitors. It is recommended to replace the motherboard of the system to resolve the issue. Please arrange an on-site service call, for your tech to replace our system's motherboard and power supply. Thanks 2. Monitors Be sure to included that the video cable was detached and include the serial # of the monitor ( located on the right side of the CRTs about a 20 digit number) in black on a white strip. Include (POS) in your problem description. Indicating part only shipping required. Note: These don’t require a dell tech but let the customer know they will be required to return the defective monitor in the box that Dell ships the replacement in with a waybill from Dell. 3. Keyboards and mouse replacements. These don’t require a dell tech either, but let the customer know they might be required to return the defective part. . Include (POS) in your problem description. Indicating part only shipping required. 4. CDRW’s , Floppy drives send Dell tech. A good rule of thumb to follow is if the case has to be opened for the fix “SEND DELL TECH”. Deviating from this could void the warranty with Dell. 5.Hard Drives TDCJ & ITD’s policies prohibit the removal of hard drives for the premises, so you may choose to recall the system back to HRHQ in order to assertain the extent of the problem or have someone from the hardware group attempt to reimage the drive on-site first. But, under no circumstance should the hard drive be returned to Dell. Dell is aware of this special accommodation.
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Tracking Information
Click “My Systems & Peripherals” Then “Add” Service Tags of any major repairs only such as Logic boards, power supplies or if you have sent a tech to repair that system.
Done. Logout.
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Lotus/Webmail Follow-up
1. The first auto response from Dell to forward to the customer alternate looks like this:
* * * DO NOT REPLY TO THIS E-MAIL. Customer Information **************************************** Service Tag: 441KR41 System Type: OptiPlex GX270 IT WAS SENT TO YOU AS A RECORD OF YOUR DELL SUPPORT REQUEST * * *
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Ship Date: 4/28/2004 12:00:00 AM Name:Alvin Vaclavik E-mail:Lewis.Parker@tdcj.state.tx.us Phone:361-275-2075-310 Company:TDCJ- Stevenson Unit Primary Contact Address: 1525 FM 766 Cureo, TX- 77954 Additional Instructions: Please refer any questions to Lewis Parker TDCJ-ITD @ 936-437-4204 **************************************** Support Request Information **************************************** Incident Type:Not Applicable Operating System:Windows XP Operating System Version:Professional Problem Description: The blinking yellow/amber LED status indicates that the power supply of the system has gone bad and needs to be replaced. The computer will not boot. However, during this process We noticed the
Swapped with service power supply and problem was resolved. motherboard has leaking capacitors.
It is recommended to replace the motherboard of the system to resolve the issue.
Please arrange an on-
site service call, for your tech to replace our system's motherboard and power supply. Thanks
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2. The next auto response from Dell to forward to the customer alternate looks like this:
***THIS IS AN AUTOMATICALLY GENERATED ACKNOWLEDGEMENT -- DO NOT REPLY*** Dear Valued Customer, Thank you for contacting Dell Warranty Support. you. We have received your message and look forward to serving
This message is being sent to let you know we received your request for assistance. We value you as We are working 24 hours a day, 7 days a week, to
our customer and your satisfaction is important to us. answer customer inquiries. Our goal is to respond within 24 hours.
When responding to follow-up e-mails please do not change or modify the subject line. This is used to properly route your e-mail. If you have an urgent issue and need immediate assistance with your Dell system, please utilize our 24 hour support line at 800-822-8965. If you are in need of assistance with multiple systems, please submit a request for each system individually. This will allow each request to be handled on an individual basis and by a technician that is trained on your system.
Thank you for choosing Dell.
Dell Technical Support
3.The next response from Dell to forward to the customer alternate looks like this:
Dear Mr. Vaclavik, Thank you for contacting Hardware Warranty Technical Support. I apologize for the problems you have encountered with your Dell system. We appreciate the opportunity to work with you to resolve the situation. I understand from your mail that the motherboard and power supply has gone bad and needs to be replaced. Therefore, I would like to inform you that I have arranged an on-site service call for replacement of your system's motherboard and power supply. Service Call Number : 82544306 Both the parts needed to service your system will ship to a local service provider. The service provider will then contact you to arrange the service call. Most service calls are completed next business day. If your issue is urgent and requires immediate assistance, please utilize our 24 hour phone support at 800-822-8965.
Thank you for contacting Hardware Warranty Technical Support.
Respectfully, Anshuman Dell Rep ID 01112705 Dell Warranty Support http://support.dell.com If you have any new issues with this system, or need assistance with another Dell system, please submit a new request via our web site - http://support.dell.com by clicking on Contact Us - E-mail Product Support. Submitting a new request will help ensure that your support request gets properly routed to a technician that can best assist in resolving your issue.
Note: Retain this one for your tracking purposes at least for 15 days in case there is a problem.
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