Basic Warranty Changes - Partner Training

Report
Changes to Dell
Base Warranty
Americas Partner Training
January 2015
What is changing?
Some elements of Dell’s base warranty on selected client hardware are changing starting
January 5 – February 2, 2015. These changes apply to North America and Latin America.
Product*
Was
Is now
Latitude 3000 & 5000, Venue 11
1 year Onsite Next Business Day
1 year Mail-in or Carry-in**
Alienware, Inspiron, Vostro, XPS (laptop &
desktop), Venue 7 & 8
1 year Onsite, Mail-in, or Carry-in
1 year Mail-in or Carry-in**
Mail-in service model
Dell provided shipping box when
returning Dell hardware for repairs
Customer provides shipping box
when returning Dell hardware for
repairs
Customer Benefits:
• These changes enable a competitive returns process for Dell client hardware in need of repairs
and provide a simple upsell path to ensure customers get the services that best fit their needs.
2
* Effective dates vary by product. Please consult your Dell sales rep for more info.
** Standalone Onsite service upgrade is available for Dell Latitude 5000 and 3000 series PCs and is also available on consumer
products in Brazil and in the US & Canada as part of Premium Phone Support and America’s Best Standard Support.
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What is not changing?
Please note, some elements of Dell’s base warranty remain the same:
Base warranties remain the same on selected
Dell hardware
OptiPlex, Precision, Wyse, Latitude 6000 & 7000
and Chromebook
International support remains the same
When customers travel internationally, Dell will
continue to deliver services consistent with that
country’s standards.
Dell continues to offer and recommends Dell ProSupport and Premium Phone Support
services for your customers for the highest level of support.
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Base warranty repair models by region/country
Venue
US/Canada
Mail-in
no box, customer
pays freight
Mail-in
shipping included
Mail-in
shipping included
Onsite
Carry-in
Carry-in
Carry-in
Onsite
Mail-in
shipping included
Mail-in
shipping included
Mail-in
shipping included
Onsite
Latin America
(except Brazil)
Brazil
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Chromebook, Inspiron, Latitude 3000 & 5000, Latitude 6000 & 7000,
Vostro, XPS, Alienware
Wyse
OptiPlex, Precision
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Dell base warranty changes FAQ
Question
Response
Which countries in the
Americas are affected by this
change?
United States, Canada, Antigua & Barbuda, Argentina, Aruba, Bahamas, Barbados,
Bermuda, Bolivia, Brazil, British Virgin Islands, Cayman Islands, Chile, Columbia,
Costa Rica, Dominican Republic, Ecuador, El Salvador, French West Indies,
Grenada, Guatemala, Guyana, Honduras, Jamaica, Mexico, Nicaragua, Panama,
Paraguay, Peru, Puerto Rico, Surinam, Trinidad & Tobago, US Virgin Islands,
Uruguay, Venezuela are affected by this change.
How do these changes benefit
end users?
These changes enable a competitive returns process for Dell client hardware in
need of repairs and provide a simple upsell path to ensure customers get the
services that best fit their needs.
Is there a new entitlement for
software support in the base
warranty?
There is no new entitlement for software support in the base warranty service
contract.
What are the changes to the
scope and SLAs* of Dell’s
Mail-in and Carry-in services?
The new Mail-in repair models no longer provides the customer with a shipping box
to return Dell hardware for repair. The SLA* for all base repair models is now 7-12
business days globally with the exception of Brazil, which is 10-14 business days.
*Service Level Agreement
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Dell base warranty changes FAQ
Question
Response
What if a customer doesn’t
own relevant packaging
material? Can it be purchased
through technical support?
Boxes and other packaging materials will not be available for purchase from Dell at
the time of launch.
How does Dell track or qualify
that a customer packaged
their system securely? What is
the dispute process for
systems returned with
cosmetic damage after repair
due to poor packaging?
The courier will make the decision at point of drop off. For incidents qualifying for
Accidental Damage (if purchased additionally to base warranty) or other premium
offers, packaging will be provided by Dell.
Will there be an exception on
the Collect and Return model
for heavy desktops such as
Precision Workstations or
Alienware desktops?
This will be determined on a case by case basis. For example, the Alienware
Centauri will have a base warranty of onsite service.
*Service Level Agreement
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Dell base warranty changes FAQ
7
Question
Response
What is changing for Latitude
3000 & 5000 series PCs?
Latitude 3000 & 5000 series products are moving from Onsite service to Mail-in or
Carry-in service. See slide 4 for details by country.
Can a customer upgrade the
support level to Onsite?
A standalone upsell to Onsite services is available for Latitude 3000 & 5000 series
products. It is also available on consumer products in Brazil and the US & Canada.
What repair model and SLA
will the legacy base warranty
receive?
Systems sold before the date of launch will be serviced using the entitled repair
model and SLA from the time of purchase.
How will quotes already in the
system be handled?
Quotes created prior to the Dell base warranty changes (from Next Business Day to
Mail-in or other) must be amended and include Onsite upgrade before quotes will be
considered orders.
Do I need to do anything
special for customers with
pre-determined service
contracts?
For Latitude 3000 & 5000 series only, where the customer has pre-determined
service contracts with Dell that include Onsite (previously referred to as Next
Business Day) as part of their warranty, they will remain entitled to this service. To
place the order, please include Onsite upgrade to maintain the Next Business Day
service level.
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Repair model descriptions
Please note service options and approved SLAs vary by region, country, product line and service offer. Depending on the service some are
upsells at the point of sale. This list has been complied for use as a reference only. Please contact your Dell Sales Rep for more info.
• Mail-in (Prepaid Freight): If a system encounters an issue that is covered by the warranty that cannot be resolved remotely, Dell will
pay the shipping costs to return the system to a Dell facility for repair.
• Mail-in (Customer Paid Freight): If a system encounters an issue that is covered by the warranty that cannot be resolved remotely, the
system can be returned by mail to a Dell facility for repair.
• Mail-in (Return to Depot): If a system encounters an issue that is covered by the warranty that cannot be resolved remotely, Dell will
provide a box and pay the shipping costs to return the system to a Dell facility for repair.
• Collect and Return: When a customer speaks to our technical experts and it is determined that their computer situation cannot be
resolved remotely, Dell’s Collect and Return service will collect, repair and return the system within 7-12 business days. Dell will pay all
costs of picking up and returning the system, but will request the customer package the system securely for transport.
• Carry-in Service: This service allows a customer to deliver and pick up their system at their own expense, for any repair, to and from
Dell’s designated repair center at their convenience. Prior to sending the system to the repair center, please contact Dell telephone
technician for remote diagnosis. If the replacement is required, Dell telephone technician will provide details of the nearest repair center
for drop-off.
• Onsite: When a customer speaks to our technical experts and it is determined that their computer situation cannot be resolved
remotely, a field support engineer will come to them, usually within 1-2 business days.
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Need help?
Available on PartnerDirect:
•
Americas partner training
•
Americas partner one-pager
Questions? Contact your Dell sales representative for more information.
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Changes to Dell base warranty
Launch schedule & country availability
Basic
Standardization
• 1 year Mail-in or
Carry-in on select
hardware
• Updated Collect
and Return model
• Changes begin
January 5, 2015 in
North America and
Latin America
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Americas
1. United States
2. Canada
3. Latin America:
1. Antigua & Barbuda
2. Argentina
3. Aruba
4. Bahamas
5. Barbados
6. Bermuda
7. Bolivia
8. Brazil
9. British Virgin Islands
10. Cayman Islands
11. Chile
12. Columbia
13. Costa Rica
14. Dominican Republic
15. Ecuador
16. El Salvador
17. French West Indies
18. Grenada
19. Guatemala
20. Guyana
21. Honduras
22. Jamaica
23. Mexico
24. Nicaragua
25. Panama
26. Paraguay
27. Peru
28. Puerto Rico
29. Suriname
30. Trinidad & Tobago
31. US Virgin Islands
32. Uruguay
33. Venezuela

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