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DCSE: PowerEdge 1550 Self-Study Version 0.3, 4 December, 2000
Page 28 Dell
DELL provides incorrect information in a DSP service request (phone
number, contact name, zip code, or address).
• DSP is unable to contact a customer by 12:00 noon on the same day the
call is received.
• DSP is unable to meet the required response time for the requested
service.
• The customer does not have Dell Diagnostic diskettes to enable testing.
• Technical assistance is needed to complete the service request.
• DSP is unable to resolve the issue to the customer’s satisfaction.
• DSP is unable to successfully diagnose the problem within two hours after
arrival on site.
• Parts used on a service call are defective.
• Dell sent the wrong part.
• Customer satisfaction is below an acceptable level after service is
complete.
• DSP is unable to resolve the issue within four hours after arrival on site.
The customer escalates the issue to DSP or DELL.
• During an on-site visit, DSP discovers that the contract products/systems
have been damaged as a result of fault or neglect on the part of the
customer.
In addition, normal DSP field-operation management escalations may
apply.