RE: Dell account and DIY replacements

2008-09-14 Thread Jim Majorowicz
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

2008-09-12 Thread NTSysAdmin
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

2008-09-12 Thread Fogarty, Richard R Mr CTR USA USASOC
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

2008-09-12 Thread Devin Meade
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

2008-09-12 Thread Oliver Marshall
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

2008-09-12 Thread Sam Cayze
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/  ~