Dell ticket status

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Dell warranty hardware repair from CIT Support may be requested only by a department technical support provider (TSP). Faculty and staff should contact their department TSP for help with computer problems.

Products Eligible for Warranty Repair

This service covers Dell laptop and desktop computers that are:

  • Owned by Cornell University (not for warranty repair on computers owned by faculty, staff, or students.)
  • Under Dell limited hardware warranty period
  • Purchased with ProSupport or Basic Hardware Service with a minimum of at least "Next Business Day" on-site service-response level
  • Identified on the Supported Product List included in the Dell warranty purchased with the computer

TSP Responsibilities Include Data Backup

Cornell and Dell are not responsible for any loss of data or installed software. See TSP responsibilities (including backing up and restoring data).

Where Repairs are Completed

Hardware repair service will be performed by Cornell's Dell hardware repair vendor, NTT Data, at 120 Maple Ave. Service must be scheduled in advance. For customers outside the Ithaca area, NTT can request a Dell repair dispatch to a customer's home.

NTT Data expects that all those requiring service arrive as scheduled and be in compliance with relevant Cornell campus safety guidelines.

In addition, please follow these guidelines for scheduling onsite hardware repairs:

NTT Scope of Services

Service Summary 

  • Office hours are 8am-5pm, Eastern Standard Time.
  • TDX system used for all repair tickets, using the customized form.
  • Tickets will be handled as they are received (FIFO).
  • Cornell leadership can escalate tickets as required.
  • NTT will comply with all Cornell COVID protocols.

Service Level Objective (SLO) 

  • NTT will acknowledge every ticket within 4 business hours of receipt. 
  • NTT will respond in one of the following ways within 6 business hours:
    • Email communication with signature, requesting more information or scheduling a repair.
    • Raising a ticket with Dell.
    • Ordering parts that are not in the parts locker.
  • Status updates will be communicated regularly (within 16 business hours) unless the anticipated part arrival is weeks away. 
  • Parts locker repairs will occur the next business day but can be scheduled the same day based on availability of technicians. 
  • Repairs can be completed at the customer's location or equipment can be brought to 120 Maple Ave. 
  • NTT will attempt to maintain one person in the office at all time.
Sours: https://it.cornell.edu/hardware-repair/dell-warranty-hardware-repair-terms-and-conditions

I haven't been able to get support for over a week. Anyone know? They are claiming 'database updates' are preventing them from honoring their warranty claims for service.


Best Answer

Kevin7544

Pimiento

OP

In reality, they are having an outage specific to their dispatch system. I have some friends that are contractors to Dell and they say they have had several days where no calls have been dispatched to them. They are being told the dispatch system has crashed and there is no ETA for recovery. Also not to tell Dell customers that info but instead to apologize profusely and try and deflect the the customer from blaming Dell themselves for the issue. Dell usually throws their contract techs under the bus on this kind of issue.

View this "Best Answer" in the replies below »

15 Replies

· · ·

Kevin7544

Pimiento

OP

Best Answer

In reality, they are having an outage specific to their dispatch system. I have some friends that are contractors to Dell and they say they have had several days where no calls have been dispatched to them. They are being told the dispatch system has crashed and there is no ETA for recovery. Also not to tell Dell customers that info but instead to apologize profusely and try and deflect the the customer from blaming Dell themselves for the issue. Dell usually throws their contract techs under the bus on this kind of issue.

0

· · ·

Malcolm4439

Anaheim

OP

Yeah I suspected as much. I was thinking something a little bit different, but along the same lines. I asked them point-blank if they had severed their relationship with their service providers because their 'database problems' weren't preventing them from looking up the ownership of my laptop or ascertaining the warranty status of it. They were also still able to see that I had called on this same issue last week (when they were still experiencing this database problem).

This has been going on for over a week to my knowledge and, quite frankly, I am shocked that I have not read an inkling about this problem in the ZDnet tech blogs or industry news. They have pretty much kept this under wraps sucessfully.

0

· · ·

EBirtel

Datil

OP

I use Dell Support at work as well. I have not had to use it for about a week, so must have missed this one. I will keep an eye out now though.

0

· · ·

Mike400

Mace

OP

I had a drive failure last Friday when I walked in.  It took a little longer to get the replacement drive dispatched but I had the replacement drive about 3 hours after I called Dell.  They didn't have to send a tech, but the Dell rep did tell me they were changing dispatch systems and there were some problems and that is why it took longer to actually create the dispatch for the drive.

0

· · ·

Gregory Birmingham

Serrano

OP

I am not currently aware of any issues. Please try again. Let me know if you have issues and I will see if I can assist.

1

· · ·

NightFire

Chipotle

OP

Yeah DOSD won't do proper dispatches but the website does state to call tech support instead.  I have a non-critical replacement that I having been waiting to use DOSD for.  As of yesterday it would have been about a week.

0

· · ·

JayneM

Chipotle

OP

Wow, add in all the issues of late with hacking of passwords (Amazon?, etc.) comcast.com email down this morning (still maybe?), Rogers Wireless in Canada last week being down for a full day or two, and I don't feel so bad anymore about the outages that I have here in our network!

We need a summary page here in SpiceWorks to track these outages so that when our bosses come down on us for 'not doing a good enough job' we can point to a listing of these types of outages.  At least my $0.02.

1

· · ·

Anthony384

Cayenne

OP

I just had to call Tech support for a Vostro 1720 issue and asked them about their dispatch system.  It's back up but running slow.  My unit was still under gold support warranty but their dispatch system says my warranty expired therefor can not create a dispatch.  Luckily I always check for myself before placing any service call.  The agent then went to check another DB and confirmed I did indeed still have warranty.  Unfortunately until their internal dept reassociates the warranty, they can't do anything.  Always have all your info at hand before calling for tech support!

1

· · ·

MattS

Cayenne

OP

Everytime I email Dell's regular customer support, I get auto-replies back saying nobody is in the office. Dang outsourced helpdesk! Never in the office when I am.

Dell's Pro Support has never given me troubles.

0

· · ·

banzai2587

Chipotle

OP

MattS wrote:

Everytime I email Dell's regular customer support, I get auto-replies back saying nobody is in the office. Dang outsourced helpdesk! Never in the office when I am.

Dell's Pro Support has never given me troubles.

Well, you should spend half a night in the datacenter trying to squeeze Pro Support (mission critical) from them, talking with regional manager and such just to be told that your company's primary backup server is NOT considered "mission critical" infrastructure by Dell (even if we pay for it) and have that service denied. We dropped all the Dell Pro-support after they refused to redeem themselves in the next few days. I think my comment to "yet another" manager calling me about that incident was "If our company pays you dearly for the level of support, we expect you to deliver on it, regardless of what you think. Even if it was an automated  toilet seat."

0

· · ·

Malcolm4439

Anaheim

OP

Our Sales Rep called me yesterday afternoon late and said things were back up and running. Since I still have a laptop ticket in progress, I will post an update and let you know how smoothly things are going at this point. They (Dell Support) were supposed to call and update me on the ticket status yesterday and they never did. Ma Sales Rep is the one who ended up calling me.

0

· · ·

Anthony384

Cayenne

OP

Anthony384 wrote:

I just had to call Tech support for a Vostro 1720 issue and asked them about their dispatch system.  It's back up but running slow.  My unit was still under gold support warranty but their dispatch system says my warranty expired therefor can not create a dispatch.  Luckily I always check for myself before placing any service call.  The agent then went to check another DB and confirmed I did indeed still have warranty.  Unfortunately until their internal dept reassociates the warranty, they can't do anything.  Always have all your info at hand before calling for tech support!

Well original tech dropped the ball and forgot to followup on my case.  I had to place another call on Friday but unfortunately I think I was a bit over the cutoff time so as of today (Monday), I have yet to get my laptop repaired!  I should expect something tomorrow or they will expect a very angry call from me.  Originally ticket was opened on Wednesday and I was supposed to have next business day support! 

0

· · ·

Anthony384

Cayenne

OP

Anthony384 wrote:

Anthony384 wrote:

I just had to call Tech support for a Vostro 1720 issue and asked them about their dispatch system.  It's back up but running slow.  My unit was still under gold support warranty but their dispatch system says my warranty expired therefor can not create a dispatch.  Luckily I always check for myself before placing any service call.  The agent then went to check another DB and confirmed I did indeed still have warranty.  Unfortunately until their internal dept reassociates the warranty, they can't do anything.  Always have all your info at hand before calling for tech support!

Well original tech dropped the ball and forgot to followup on my case.  I had to place another call on Friday but unfortunately I think I was a bit over the cutoff time so as of today (Monday), I have yet to get my laptop repaired!  I should expect something tomorrow or they will expect a very angry call from me.  Originally ticket was opened on Wednesday and I was supposed to have next business day support! 

30 minutes after I wrote the above message, Dell tech called and replacement part arrived 30 minutes.  All fixed.  I'm a happy camper but the original dispatcher is not going to get full marks for this case!

0

· · ·

Anthony384

Cayenne

OP

Oh, I also chatted with the tech and he said it was indeed quiet for a few days when the dispatch system crashed but since last week, it's been crazy because the onsite guys had to deal with the backlog and a lot of unhappy customers.  Not the onsite tech's fault but customer need a face to yell at unfortunately.

0

· · ·

Malcolm4439

Anaheim

OP

I can confirm that Dell Tech Support is now functioning again. They sent a tech out to fix our laptop. They went above and beyond the repair I called about and also replaced the laptop lid, palmrest, bottom piece, and monitor trim piece, as well as replaced some missing screws on the bottom.

My 6-year old laptop looks new again (and it works, too).

0

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Sours: https://community.spiceworks.com/topic/140966-what-s-going-on-with-dell-support
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  1. Log into Rice Marketplace and select the Dell PunchOut.
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7 hours ago ServiceNow allows employees to work the way they want to, not how software dictates they have to. And customers can get what they need, when they need it.

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Track Repair Status Samsung US Mobile TV

Just Now Please dispose of e-waste and plastic waste responsibly. For more information or e-waste pick up, please call 1800 40 SAMSUNG (7267864) or 1800 5 SAMSUNG (7267864) or click here for more details. Registered Office Address: 6th Floor, DLF Centre, Sansad Marg, New Delhi-110001

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Frequently Asked Questions

How to find the dell service request number?

Enter a Service Request Number, Dell Service Tag, Dell EMC Product ID, or Dispatch Number (DPS) to check Dispatch or Repair Status. Service Request NumberService Tag/Express Service CodeDell EMC Product IDDispatch Number (DPS)

What is the phone number for dell technical support?

Technical support telephone numbers Help us quickly connect you to the right technical expert by having your Service Tag or Express Service Code available when you call. Support for the deaf, hearing impaired or speech impaired 1-877-DELLTTY Monday – Friday 7a-5p CT

How to create a service request for dell emc?

The Dell EMC Online Support site makes it easy for you to create and manage Service Requests and get the support you need for your Dell EMC products. To begin, visit the Dell EMC Online Support site at https://support.emc.com/. From the Menu on the left side, under the Support Tasks header, click Create a Service Request.

How to contact dell customer service in australia?

Solutions Services Support Back Support View All Support Product Support Knowledge Base Warranty & Contracts Service Requests & Dispatch Status Order Support Contact Support Community AU/EN Back Support Service Requests

Sours: https://www.webcontactus.com/dell-service-request-status/

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Dell support Online method to raise your complain- Dell mai complain log kese kare in hindi - #Dell

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