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DCSE: PowerEdge 1550 Self-Study Version 0.3, 4 December, 2000
Page 26 Dell
• External tape backup unit.
• External zip backup drive.
The procedure for Whole Unit Dispatch is as follows:
# Procedure
1.
The DELL notifies the DSP each time a Whole Unit Dispatch is
required and provides the following details:
• Customer’s name and location
• Customer’s phone number
• Item to be replaced and five-digit, alpha-numeric service tag number of system
• Response time required (for example, NBD or 3
rd
Business Day)
2.
The DSP may decline response times other than NBD, and in such an event the
DELL will provide expedited shipment to enable the DSP to provide NBD response.
3.
The DSP confirms that it received the call by assigning a call number and providing
that call number to the DELL.
4.
The CRE arrives at the customer’s location during the PPM and within the required
arrival time.
5.
The CRE disconnects the system/component to be replaced and connects the
replacement.
6.
The CRE tests the system to determine if it functions properly after replacement.
7.
After completing the service, the DSP provides call closure information in SRMS.
NOTE: The DSP is not required to diagnose or repair faults. If the system
does not function properly after replacement, the DSP escalates the call to
DELL.
Out of Warranty Repairs (OWR)
If the DSP CRE determines that the required fix is not covered under
warranty, the DSP must immediately contact DELL Technical Support
and escalate the issue. DELL will inform the customer that the service is
not covered under the warranty. DELL will work with the customer and
the DSP to find the best possible solution to the problem.
Defective Parts Returns
The DSP must return all parts from each service call to the DELL
designated carrier within two business days.
The following information is required with a defective part returned to
Dell:
• Dell RMA number (same as the Dell DPS number).
• Dell part description.
• Call reference number.