On Jan 24, 2011, at 4:25 PM, Tracy Reed wrote:
> Whenever I run into something like this they always require me to run their
> DSET diag tool and send them the output. I've never been able to convince Dell
> to just send me a part based on my own analysis. I forget what our level of
> support is called but it is basic phone support plus 24 hour next business day
> on-site/parts replacement.
With HP, I've finally reached - by paying for carepacks - the level of telling
them either:
- This part has failed, I've replaced it from shelf-spares, and you
need to send me a working part, and I'll send you back your boat-anchor, or
- This part has-failed/is-degraded, and you need to dispatch a field
technician to perform the swap (since our facilities are lights-out and I don't
have staff onsite to do anything remotely complicated)
When they ask for diag output from some random software they want me to install
and run, I tell them I can't install other applications on these machines for
security reasons, and when they ask me to boot into a diagnostics mode, I tell
them I can't schedule the downtime other than for the swap of what their
onboard software already in place claims is failed/degraded. (Obviously, if I
*don't* know what the problem is, the service call takes a completely different
tack).
All that said, though, I *do* make sure in "degraded" conditions, that I'm
running the latest firmware, and ensure that the error crops back up in the
current firmware revs, because sometimes the diagnostic code has bugs and
false-positives claiming a non-existent DIMM condition and such (we've seen it
happen).
That generally gets me a part sent out on its way. No idea how that will work
with Dell, but it's worth a shot for stupid crap like "Failed Hard Drive".
Cheers,
D
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