RE: Dell account and DIY replacements
You need the Silver or Gold support or whatever it is they're calling it today. If you only have Basic Warranties on your stuff, support is going to make you jump through the hoops. The only way you get Basic Support to treat you like a grown up is to be Dell Certified. From: Oliver Marshall [mailto:[EMAIL PROTECTED] Sent: Friday, September 12, 2008 7:06 AM To: NT System Admin Issues Subject: Dell account and DIY replacements What size of Dell account do you have to have to be able to arrange your own replacement parts? We've just spent the best part of a day dealing with Dell 'reseller' tech support about a duff laptop that just won't power on. Rather than just replacing it they've tried to get us to do everything, including the usual q: Can try you reinstall windows? A: Seriously? It doesn't even power up, how are we going to reinstall the OS? etc. Is there a certain size we have to become for Dell to treat us like grown ups ? Olly ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/ ~
RE: Dell account and DIY replacements
Take the Dell exams.only way. S DCSE From: Oliver Marshall [mailto:[EMAIL PROTECTED] Sent: Friday, September 12, 2008 11:06 AM To: NT System Admin Issues Subject: Dell account and DIY replacements What size of Dell account do you have to have to be able to arrange your own replacement parts? We've just spent the best part of a day dealing with Dell 'reseller' tech support about a duff laptop that just won't power on. Rather than just replacing it they've tried to get us to do everything, including the usual q: Can try you reinstall windows? A: Seriously? It doesn't even power up, how are we going to reinstall the OS? etc. Is there a certain size we have to become for Dell to treat us like grown ups ? Olly ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/ ~
RE: Dell account and DIY replacements
My understanding is you can get that by becoming a Dell Certified Tech. From: Oliver Marshall [mailto:[EMAIL PROTECTED] Sent: Friday, September 12, 2008 10:06 AM To: NT System Admin Issues Subject: Dell account and DIY replacements What size of Dell account do you have to have to be able to arrange your own replacement parts? We've just spent the best part of a day dealing with Dell 'reseller' tech support about a duff laptop that just won't power on. Rather than just replacing it they've tried to get us to do everything, including the usual q: Can try you reinstall windows? A: Seriously? It doesn't even power up, how are we going to reinstall the OS? etc. Is there a certain size we have to become for Dell to treat us like grown ups ? Olly ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/ ~
Re: Dell account and DIY replacements
We are not large by any means, but we do get replacement parts. I would call your rep and ask, it couldn't hurt. We dont have any Dell certified peeps here. I may want to be one when I grow up though. We run about 10-12 servers that are replaced every 5 years and about 60-80 workstations and laptops every 3 years. We get large business pricing and we try to get the best support contract on the servers (4 hour response, 24x7x365). Warranties on workstations - we usually get a 3 year at purchase time and let them expire. Our workstations needs are pretty high end (we run Revit, AutoCAD, etc) . We haved called in a number of hard drives and we just tell them we need a replacement and it shows up the next day, same with flat panel monitors. Oh yeah, we have moved our MS vol licensing to Dell. Dell has really been courting our firm in the last 12 mos. THey sent some big-whigs to our office and we asked specifially for this (no calling India for a bad mouse, etc). -Devin On Fri, Sep 12, 2008 at 9:05 AM, Oliver Marshall [EMAIL PROTECTED] wrote: What size of Dell account do you have to have to be able to arrange your own replacement parts? We've just spent the best part of a day dealing with Dell 'reseller' tech support about a duff laptop that just won't power on. Rather than just replacing it they've tried to get us to do everything, including the usual q: Can try you reinstall windows? A: Seriously? It doesn't even power up, how are we going to reinstall the OS? etc. Is there a certain size we have to become for Dell to treat us like grown ups ? Olly -- Devin ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/ ~
RE: Dell account and DIY replacements
My account manager claims to know nothing about any such scheme. Which is no surprise really :S Someone off list sent me a link to the Dell Direct Parts scheme which does exist in the UK, and I've asked our accounts manager to send us the forms. If the cost of the training is reasonable then it's definitely something I think I'll go for. Seems silly to be a Dell reseller and then have to deal with lesser trained tech in remote countries for the slightest issue. Olly From: Devin Meade [mailto:[EMAIL PROTECTED] Sent: 12 September 2008 15:26 To: NT System Admin Issues Subject: Re: Dell account and DIY replacements We are not large by any means, but we do get replacement parts. I would call your rep and ask, it couldn't hurt. We dont have any Dell certified peeps here. I may want to be one when I grow up though. We run about 10-12 servers that are replaced every 5 years and about 60-80 workstations and laptops every 3 years. We get large business pricing and we try to get the best support contract on the servers (4 hour response, 24x7x365). Warranties on workstations - we usually get a 3 year at purchase time and let them expire. Our workstations needs are pretty high end (we run Revit, AutoCAD, etc) . We haved called in a number of hard drives and we just tell them we need a replacement and it shows up the next day, same with flat panel monitors. Oh yeah, we have moved our MS vol licensing to Dell. Dell has really been courting our firm in the last 12 mos. THey sent some big-whigs to our office and we asked specifially for this (no calling India for a bad mouse, etc). -Devin On Fri, Sep 12, 2008 at 9:05 AM, Oliver Marshall [EMAIL PROTECTED] wrote: What size of Dell account do you have to have to be able to arrange your own replacement parts? We've just spent the best part of a day dealing with Dell 'reseller' tech support about a duff laptop that just won't power on. Rather than just replacing it they've tried to get us to do everything, including the usual q: Can try you reinstall windows? A: Seriously? It doesn't even power up, how are we going to reinstall the OS? etc. Is there a certain size we have to become for Dell to treat us like grown ups ? Olly -- Devin ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/ ~
RE: Dell account and DIY replacements
Were are a tiny company. We just call them and tell them to send the parts. I usually use the chat feature, and copy/paste my template to them. It's cake. What will matter is your level of support associated with the service tag. From: Oliver Marshall [mailto:[EMAIL PROTECTED] Sent: Friday, September 12, 2008 9:06 AM To: NT System Admin Issues Subject: Dell account and DIY replacements What size of Dell account do you have to have to be able to arrange your own replacement parts? We've just spent the best part of a day dealing with Dell 'reseller' tech support about a duff laptop that just won't power on. Rather than just replacing it they've tried to get us to do everything, including the usual q: Can try you reinstall windows? A: Seriously? It doesn't even power up, how are we going to reinstall the OS? etc. Is there a certain size we have to become for Dell to treat us like grown ups ? Olly ~ Finally, powerful endpoint security that ISN'T a resource hog! ~ ~ http://www.sunbeltsoftware.com/Business/VIPRE-Enterprise/ ~
