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Calling Dell for Warranty Support This document is provided as an overview of Dell’s service and support processes for the R420 server and MD1200 storage. It supplements the standard terms and conditions of service, which can be found at http://i.dell.com/sites/doccontent/shared-content/services/en/Documents/prosupport-servicedescription.pdf The service level is ProSupport Next Business Day Onsite Service, with 24x7 phone support.
Hardware Break/Fix Support Contact Dell Technical Support at 866-516-3115. They will ask for the following: - Service Tag number, a 5-7 character alphanumeric digit located on the system bar coded label - Summary of what the problem is - Troubleshooting steps taken - Any error codes from diagnostics - System Location - Your name and contact information Troubleshooting will take place over the phone. Upon diagnosis of a hardware problem, the Dell Technician will initiate a parts dispatch electronically. The Dell Technician will ask for the destination location for service as well as a contact name and number at the repair site. Parts will be delivered the next day, with a technician to install them. A case number will be provided. In the event that a complex issue cannot be resolved by the Dell Technician, he/she will contact a Dell Level 2 Technician for assistance. Level 2 Technicians have a higher level of technical expertise and experience. If required, Dell Level 2 Technician will submit the issue to Dell’s Server Escalation Group. These highly skilled technicians have full authority to do what is necessary to resolve issues on a caseby-case basis. To find the status of an open or recently logged call, please contact the appropriate Dell Technical Support contact, or you may check online at http://support.dell.com/support, by typing in the service tag. Escalations should be raised in the first instance to Dell Technical Support. If the technician is not able to resolve the issue, please ask for their Manager/Team Leader.
Missing, Wrong or Damaged (MWD) Dell’s policy for missing, wrong, or damaged parts replacement for customer issues covers the first 90 days after shipment from Dell. Please contact Ingram Micro in the following instances: - You did not receive an item listed on your confirmed order. - Your order lists a part, but you received something different. - The part or system is dented, scratched, or broken, and it appears to be from damage during transit. Ingram Micro can access Dell’s MWD support service via the online form at https://support.dell.com/support/topics/global.aspx/support/dellcare/missing_wrong_damaged?c=us&cs=555&l=en&s =biz or by calling Dell Customer Care directly at 1-800-999-3355 Extension 726-9404. For systems with dead-on-arrival (DOA) parts or part failures, a call should be made to Dell Technical Support for hardware break/fix per the process defined above.
