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Version 0.3, 4 December, 2000 DCSE: PowerEdge 1550 Self-Study
Dell Page 25
# Procedure
14. If the CRE is unable to restore the system to proper operating condition within two
hours to the customer’s satisfaction, the DSP management immediately contacts
DELL Technical Support and arranges to complete the work to the customer’s
satisfaction.
15. If the DSP is unable to solve a customer's problem because the DELL delivered the
wrong spare part, the DSP agrees to provide on-site diagnosis for one hour to
determine the appropriate spare part(s) to solve the customer’s problem. This
diagnosis is provided at no extra charge.
16. If the DSP is unable to complete the diagnosis within one hour because of the
complexity of the customer’s problem, DSP notifies DELL Technical Support.
17. DELL Technical Support either advises DSP to discontinue the diagnostics or
authorizes DSP to remain on-site to continue the diagnostics until the problem has
been found and the appropriate replacement spare part(s) has been identified. This
becomes a billable situation between the DSP and the DELL or between the DSP
and the customer, at the DELL’s discretion.
18. When the system has been restored to proper operating condition, the DSP CRE
closes the call within one hour via SRMS, and the DSP management notifies the
DELL electronically that the work has been completed to the customer’s satisfaction.
19. The call closure information is as follows:
DELL call number.
• DSP SRMS call number.
• Time and date of call closure.
• Part number(s) and quantity used.
DELL serial number.
• Return waybill number (RMA number).
• Unused parts return documentation.
Whole Unit Dispatch
Typically, no dispatch is placed with the DSP for Whole unit replacement.
However, in unique situations, a dispatch may be placed.
From time to time, DELL and DSP will agree on the system components
that can be easily connected and disconnected and can therefore be subject
to Whole Unit Dispatch. The service outlined below will be available in
all locations eligible for standard NBD or 3
rd
Business Day service.
Delivery will be on a NBD/3
rd
Business Day basis after the dispatch is
placed with the DSP. The Whole Unit Dispatch components are:
• Monitor.
• Keyboard.
• Mouse.
• External speakers.