When calling Dell Hardware Warrany Support

[rcvalencia09]

Hi everyone,

I had a previous user account for PC Mech forgot my password and email address I used. I have been very busy for almost one year and this is the first time I have time reading posts again and registered a new user account last month. I’ve finished College last year and worked for a Call Center for 6 months now. I work as a Dell Tech Support Rep. This is my first job but always wanted to work as a Programmer. I want to get a job right after graduating to earn money by myself. Being a call center agent is the easiest way. I know a lot about computers. Had 2 months training for Dell systems. For Inspiron Systems & Dimensions only and I want to ease the frustration for Dell customers by writing these.

Ok to begin with, just to give you an Idea that this maybe different from other Policies of Call Centers. Some might be applicable, some might not. Customers can be categorized as the two Consumer and Relationship. Consumer customers are the Home or Home Office users while the Relationship are business users. Dell Computers bought after August 2005,(Im not really sure) has the basic 90 Day Phone Support/90 Day Parts Replacement/ 90 Next Business Day Onsite service. Systems bought before that have a Lifetime Phone Support but Parts Replacement expires. Just to make clear: ALL TROUBLESHOOTING ARE DONE OVER THE PHONE. You need to be patient when talking to a technician. Techs need to follow the Flowchart. I by myself sometimes don’t want to go through it but its needed. For example, when replacing parts approval for replacement is needed. All steps are being checked thoroughly. If one step is skipped without any reason delays are caused for the replacement or no approval for replacement. I know everyone waits a long time to get on hold with a Technician. There are fewer agents than the callers. Be Patient. IMPORTANT: Before calling for support prepare your Service Tag/Express Service Code/Invoice Number/Order Number.

Support Boundaries for Standard Warranty:
1. Hardware
2. Preloaded Software (installation/uninstallation/errors) does not include usage support
3. Hardware bought from Dell
3. Wireless problems are handled by the Wireless Dept.
*Important: If you’re calling for usage or 3rd Party Software you will always be referred to Dell on Call(Dells Helpdesk department)


You can locate the service tag/express service code on the system it self or going to the BIOS. You can also click on Start>All Programs> Dell Accessories> Express Service Code.

Important Warranty Information:
For Dell Inspiron Systems: Battery Warranty is only 1 Year. 1 Years from Invoice
For Dimension Systems: All Monitors(Flat Panel/CRT) 3 Years from Invoice
For All Systems: Replacement is within 21 Days only from Purchase, Preloaded HDDs are within 120 Days only upon purchase.

For systems sold after September 2004, to reinstall OS/reimage the HDD faster, the PC Restore utility can be accessible by pressing CTRL + F11 when the Dell Logo comes up. But if you deleted the hidden partition this feature will not be available. Systems normally do not come with the CDs after this date because of the PC Restore utility. but you can always call Tech Support to request one but for one time only.

If you don’t have the Drivers & Utilities CD/Resource CD or if you lose them. You can always get the drivers from support.dell.com. Prepare your Service Tag.

The Dell Diagnostics can be accessible for Dimension systems by tapping the F12 key then selecting Boot To Utility Partition/Dell Diagnostics. This will be only available if you did not delete the utility partyion when reinstalling Windows. while for Inspiron Hold FN key then press power button when computer is turned off. It will ran the first the PSA test then Dell Diags Main Menu comes up.

Basic Troubleshooting Steps that you can do before calling for support that may save time:

HDD:
For Inspiron & Dimension: For BSODs, No Boot, slow performance, random restart. Ran HDD Diagnostic first to verify HDD functionality. For Dimesion systems, HDD Diagnostics can be run by tapping the F12 when the Dell Logo comes up. The Boot Menu comes up and there you can run the diagnostics. For Inspiron systems, press and hold the FN key on the keyboard and also press the power button, you should see that the Diagnostic Mode has been selected. It will run a quick diagnostic on all the components. For the HDD it will be the DST(Drive Status Test). Both will give you an error code if there’s a problem with HDD.

DISPLAYS
LCD(Inspiron)
The best basic troubleshooting will be to try an external monitor. To check if its with the video card or the LCD.
Flat Panel/CRT (Dimension)
Run the monitor self test for monitors by removing the data cable from the back of the system then turn on monitor.

For Speaker Problems/No Sound.
Try a good known speaker. You can use the Dell Diagnostics to troubleshoot sound. Ran Dell Diags. Click on Symptom Tree then select the No Sound Test.

*Tell the tech that you will be troubleshooting the troubleshooting steps that you had done for you not to do the steps all over again during the call.
*You can always go to support.dell.com to find information for your system.
*New Dell systems come with the ExpressCard slot. Type I/II PCMCIA cards will not fit. the only way for it to work is to buy a USB to PCMCIA Card Adapter.

You can always ask me about Inspiron/Dimension systems. and will try my best to help you out. Thanks.

Just to Add:
For Inspirons 2 Types of Warranty:
1) Next Business Day Onsite (NBD) - This will be taken care of in 2-3 Business Days. Delay is an issue here (e.g. shipping, parts availability). Always verifiy address, phone # with tech.
2) Depot - Turn around time will be 5-8 Business Days. This is cheaper than the NBD. The address is really important. If your system will be sent back to the wrong address it may cause a lot of headaches. All external components will not be included and sometimes the HDD when sending system with depot. You can call back for your computers status.
3) Complete Care - accidental damage contract includes cracks, dropped your system. spillage. does not include fire, flood and other natural disasters.

[786ARS]

thanks, great info