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DELL INC.
Dell International Services Call Center Skills Training
ABOUT DELL……………………………………………………………………………………………..4
CUSTOMER PROFILE …………………………………………………………………………………...5
IMPORTANCE OF CUSTOMER PROFILES ………………………………………………….5
BUSINESS SEGMENTS ………………………………………………………………………………….5
CONSUMER CSS ……………………………………………………………………………….6
WORLD WIDE RELATIONSHIP CSS …………………………………………………………6
INTERNATIONAL CSS ………………………………………………………………………...6
COMPANY NUMBERS …………………………………………………………………………………..6
SERVICE TAGS …………………………………………………………………………………………..9
TOOLS …………………………………………………………………………………………………...10
SUPPORT SITE ………………………………………………………………………………...10
DSN ……………………………………………………………………………………………..12
TRAINING & DEVELOPMENT ………………………………………………………………14
SOFTPHONE …………………………………………………………………………………...15
DELLCONNECT ……………………………………………………………………………….16
CALLTRACKER ……………………………………………………………………………….17
DIAGNOSTICS …………………………………………………………………………………………..17
DELL PC RESTORE .................................................................................................................................21
INSPIRON SYSTEMS …………………………………………………………………………………...25
POLICIES & PROCEDURE …………………………………………………………………...25
SERVICE CONTRACTS & TECHNICAL SUPPORT ………………………………………..25
DELL RETURN POLICY …………………………………………………………………......................27
IDENTIFYING SERVICE CONTRACTS & SUPPORET OBLIGATIONS IN DELLSERV ………….29
DETERMINING THE COVERAGE ………………………………………………………………….....31
COMPLETE CARE
…………………………………………………………………................................32
EXPIRED WARRANTY SUPPORT ………………………………………………………………….....33
LOGGING AND PROFILING THE CALL ……………………………………………………………..35
VERIFYING AUTHORIZATION ………………………………………………………………….........36
VERIFYING DISPATCH INFORMATION …………………………………………………………….38
DISPATCHES …………………………………………………………………........................................38
TYPES …………………………………………………………………......................................40
FIHD POLICY
…………………………………………………………………........................................40
SRCD POLICY …………………………………………………………………......................................41
MRI POLICY …………………………………………………………………………………………….41
DELL-BRANDED MEDIA REPLACEMENT POLICY ………………………………………………..41
SPECIAL SCENARIOS OF DISPATHCES …………………………………………………………….42
TECHNICAL REMINDERS
……………………………………………………………………………..45
OEM OPERATING SYSTEM SUPPORT SCOPE MATRIX …………………………………………..49
DRIVER RESET TOOL …………………………………………………………………………………53
PRODUCT SAFETY POLICY & PROCEDURE ……………………………………………………….54
DECIPHERING PART TYPE AND DESCRIPTION …………………………………………………...57
RECOMMENDED SPARES LIST ………………………………………………………………………58
DELL ON CALL SUPPORT POLICY AND PROCEDURE …………………………………………...59
CASE OWNERSHIP ……………………………………………………………………………………..61
DELLSERV ………………………………………………………………………………………………65
INTRODUCTION TO DELLSERV ……………………………………………………………65
WHAT IS A CASE? ……………………………………………………………………………65
NEW OR EXISTING CASE ……………………………………………………………………
66
DELLSERV CALL PROFILING ………………………………………………………………66
MULTIPLE ISSUES ON SAME CALL ……………………………………………………….67
LOGGING TO DELLSERV ……………………………………………………………………69
SERVICE TAG HEADER ……………………………………………………………………..73
CASE HEADER ……………………………………………………………………………….74
STEPS FOR CREATING A NEW CASE ………………………………………………….......77
ABOUT DELL
Company Background
The Company
Dell was founded in 1984 by Michael Dell, the computer industry's longest-tenured
chief executive officer, on a simple concept: that by selling computer systems directly
to customers, Dell could best understand their needs and efficiently provide the most
effective computing solutions to meet those needs. This direct business model
eliminates retailers that add unnecessary time and cost, or can diminish Dell's
understanding of customer expectations. The direct model allows the company to build
every system to order and offer customers powerful, richly configured systems at
competitive prices. Dell also introduces the latest relevant technology much more
quickly than companies with slow-moving, indirect distribution channels, turning over
inventory every four days on average
CUSTOMER PROFILE
Identify if the Customer is speaking to the correct Phone Support Queue: This
saves time for the customer and the technician, by allowing the customer the
opportunity to talk to the support queue designed to handle their specific needs.
Transfer the Customer to the correct Phone Support Queue: This saves time and
frustration for the customer and technician. Identifying this quickly will prevent the
technician from troubleshooting the issue and then finding out that it is not his/her
customer and he/she cannot dispatch parts.
Identify the specific Policy and Procedures for different Customer segments:
This allows the technician the advantage of knowing their customer profiles and being
able to implement policy and procedure specific to the segment. For example, a
Consumer CSS technician is not expected to know the policies and procedures for
World Wide Relationship CSS.
BUSINESS SEGMENTS
Most of the time, technicians will only be supporting one business segment. However, it
is important for them to be familiar with all the segments that Dell supports.
Occasionally, other segment's calls will be inadvertently misrouted into the wrong
queues. Misrouted calls require the technician transferring them to the appropriate
queue.
Consumer CSS
Includes Company Numbers: 09, 19, 21*, 22, 29, 37*
Consumer (Home users).
Systems purchased online or over the phone.(TV home shopping)
Note: * Company number no longer in use but may be seen on older service tags.
International CSS
Includes Company Numbers: 1 (Canada), 20 (Latin America/Caribbean)
All western-hemisphere customers outside the United States. These include
Canada and Latin America.
Because of the language differences, Latin American customers have a special
queue. Latin American calls may roll to the World Wide Relationship CSS
queue when the Latin American queue is closed.
COMPANY NUMBERS
DellServ - Service Tag Window: The Service Tag window defaults to the More Info
tab. The Company Number is always on the 2nd row in the service tag header.
Dell Catalogs:
Company 22 covers excess systems sold from manufacturing or asset recovery systems.
These systems are sold by Dell sales technicians, over the telephone or via Internet
sales.
SERVICE TAG
Every Dell computer system has a "System Service Tag" which is much like a
serial number. The Service Tag is a unique five or seven-digit alphanumeric (letter and
number) code, which is found on a white or black bar-coded label affixed to the
system's chassis. Dell Representatives use the Service Tag to determine account
information and the configuration of your Dell computer.
The Express Service Code is a conversion of your Service Tag to a numeric format that
allows for easy entry into Dell's automated call-routing system.
Enter your Express Service Code number using a touch-tone telephone into the
automated call-routing system when contacting Dell for assistance.
The Express Service Code is printed next to the Service Tag that is found on a bar-
coded label affixed to your Dell product.
TOOLS
URL: Support.dell.com
Dell has many online troubleshooting tools and resources to help technicians
solve problems. Some of these resources are also available to customers through
Support.Dell.Com.
Manuals
The Support Site has Manuals for nearly every part Dell sells. Manuals are good
for finding information about a specific product. They are less useful for finding general
information about a type of product.
Good For
Manuals are good for finding the following:
Specifications - size, speed, limitations, standards, features, etc.
Graphics - pictures of the product, of ports, jumpers, LEDs, connectors, etc.
Diagnostic Indicators - Beep Codes, Error Messages, LED codes, etc.
Error Indicators
Error Messages - Text messages that occur during P.O.S.T.
Beep Codes - Audible error codes that occur during P.O.S.T.
Power Led Codes - The power led on most recent systems has diagnostic states
that may occur during pre-P.O.S.T stage.
System Setup Program - Instructions for using the System Setup Program for
altering BIOS settings.
Adding or Replacing Part - Graphical guide to replacing or upgrading most parts
in the system.
Reinstall Guides
The Reinstall Guides provide detailed instructions for installing operating system,
drivers, and many of the other applications Dell ships with its systems. The reinstall
guides largely provide instruction for install software from the media that shipped with
the system and not from Downloads for Your Dell. Even if you are comfortable
reinstalling software and drivers without the help of the guides, they are useful to refer
customers to.
Externally, the Knowledge Base is accessed from the solutions screen. The main
search provides customers with several different options to search for articles.
Customers can actually access the Knowledge Base several ways. On the
solutions page Frequently Asked Questions, Hints & Tips, and even the Reinstall
Guides are all ways of accessing the knowledge base.
URL: Dsn.us.dell.com
Dell Solution Network Online (DSN) is a database of resources for the
technician. It includes solutions and policies to help you solve customer problems. DSN
resources are written by technicians for technicians. DSN gives you the experience of
prior generations of technicians.
Document
Description
Type
A Knowledge Base Article is the standard document type for
submitting technical documents to the Internet and Extranet.
KB / KBA
KB Articles are available to all document-submitting
departments.
Decision Trees provide a structure for troubleshooting issues
DTs that are too complex in nature to resolve using a different kind
of document.
A Product Support Quick Note is an Engineering-submitted
document written when a problem has been defined. A
PSQN
discussion is given to explain the problem, and a solution is
provided.
Alert A Product Support Alert is an Engineering-submitted document
If the customer provides a DSN Journal ID, agents should access the customer's journal.
Agents should confirm that the customer used appropriate steps, and then proceed from
where DSN on the Web left off.
Agents should ensure that DSN Journal URL is in the call log before completing the
case.
When DSN is not used, agents should document the reason in the call log and submit
DSN Feedback if content was not available.
Agents may validate their metrics via the DSN Reporting Tool to ensure
understanding.
Agents should contact their manager if they feel there are discrepancies with the DSN
Usage Metrics.
URL: Training.us.dell.com
Good For
Training and Development has online learner's guides, Word documents and
interactive computer based training for New Hire and New Product training.
SOFTPHONE
Softphone is a portion of Integrated Dell Desktop (IDD) that allows you to:
Answer calls
Transfer calls (cold and warm)
Put a call on hold
End a call
It will also help you be more efficient by:
Giving you information on a caller before the call is answered. (CE -
Customer Experience)
Reducing the number of clicks it takes to answer the phone. (AHT- average
handle time)
Reducing movements required to answer the phone. (AHT- average handle
time)
Transferring calls more accurately. (reducing your repeat call rate)
Reporting The call metrics in a timely and accurate manner. (Resolution rate)
Resolution
The screen resolution will impact how much of the IDD toolbar will be visible.
SoftPhone works best at a resolution of 1280x1024 or higher.
For now, you will need to set your resolution to something higher than 1024X768 to see
the whole bar.
SoftPhone is used for inbound calls only. The hard phone is still required for all
outbound calls.
DELLCONNECT
The DellConnect™ application is a simple online access tool that allows a Dell service
and support associate to access a customer's computer to diagnose and repair it, all
under the customer's supervision.
A DellConnect session enables the Dell agent to either view or completely take over the
customer's screen.
Modes
DellConnect 2.0 has two modes:
View-only access
Full access to keyboard and mouse
The customer can retain control of his or her computer and receive instructions from the
Dell agent, or the customer can give control to the Dell agent to perform the fix.
What's New
Completely new application (GoToAssist™ by Citrix)
Smaller customer download
Global infrastructure
Dial-up access
Improved auditing
Multiple sessions
Transfer of sessions
Collaboration
CALL TRACKER
URL: Delltracker.suth.com
Tracker Tools is an internal tool to keep track of calls and maintain callbacks. All calls
should be logged in Dellserv and Tracker Tool.
DIAGNOSTICS
Dell Started shipping systems with On Board Diagnostics (OBD) from July 15 th 2002.
The Latitude C640 / Inspiron 4150 is the first Dell portable to ship with the new On
Board Diagnostics (OBD). The OBD consist of two systems tests, the PSA and the 32-
bit Dell Diagnostics. A technician is REQUIRED to run the OBD on any system before
any motherboard replacement or system exchange due to hardware failure.
The PSA are an integrated low-level hardware diagnostics designed to be run before the
32-bit Dell Diagnostics. The results of the PSA are written to an EEPROM on the
system board that will be used by the depot to assist in their assessment of hardware
failure. If the PSA passes, it will continue on to the 32-bit Dell Diagnostics.
If the Dell Diagnostics are not located on the hard drive partition, it will prompt the user
to insert their Resource CD and will restart the machine to run the diags from their CD.
The PSA will run a low-level check of the following hardware devices:
System board
Keyboard controller
Hard Drive controller
LCD
Memory
If a test fails, the user will be given an audio beep code along with an on-screen error
code.
Build 3015
In the process of running the PSA, if the graphics test error (0334 or 0333) is given and
the user presses "Y" to continue testing, the LCD BIST will begin. During the LCD
BIST, a solid color screen is shown and 5 different colors are displayed.
While the colors are displayed, the system beeps every two seconds and the lock lights
(Num Lock, Caps Lock, and Scroll Lock) illuminate to indicate that the test is running.
This can be used to determine if something is wrong with the display.
Watch the screen and listen for the color bar test prompt tones emitted by the PSA
Diagnostics.
Press <N> or wait approximately 30 seconds to fail the color bar test.
Watch for the BIST color generation and listen for the beeps every 2 seconds that
indicate LCD BIST is running. Color generation will last for approximately 20 seconds
and then stop.
While running this test, the LCD is operating on its own, free of the video controller
which may be discrete (a video card) or onboard (on the system board). The test allows
you to tell an LCD panel problem from a problem with the controller.
If the colors are displayed across the screen without a problem then the issue lays
outside of the LCD. If the colors do not display or the screen does not display one solid
color, the problem is only with the LCD.
The Dell Diagnostics is a useful troubleshooting tool. Dell Diagnostics can, with some
exceptions, identify and confirm whether hardware is failing or functioning correctly.
The customer can run these diagnostics prior to contacting tech support as well.
However, most experiences with these diagnostics will be when you are troubleshooting
with the customer over the phone. In many cases, DSN and L2s will specifically request
that you run Diags before replacing a component. Dell Diags gives you many different
testing and configuration options:
Errors
Descriptions of error codes for both versions of Diags can be found at DSN, enter
diagnostic error codes as the symptom to display the search results.
In General, if Diags reports an error, the hardware needs to be replaced. There are some
exceptions though, networking being the biggest one. Before replacing hardware, try
reseating the part or cable and run diagnostics again.
Inspiron Resource CD
Starting November 30th the Dell Resource CD shipping on all Inspiron portable
systems in the United States and Canada will include the Backup: Dell-Installed
Programs (Tools CD) contents. Previous to this change the Tools CD was dropped in
the box on a separate CD.
In addition to that the Resource CD contains driver files, diagnostic utilities and User's
Guides for Inspiron systems. The new RCD has an updated User Interface and adds
detection, which can identify the system type and installed PCI devices.
RCD Features
The Resource CD is a useful tool for troubleshooting and driver reinstalls.
It provides drivers and documentation for all on-board components and many
peripherals, diagnostics, and other utilities.
New versions of the Resource CD are released regularly to reflect the monthly Block
Release for new components.
DELL PC RESTORE
Dell PC Restore will ship on all Dimension and Inspiron systems including those that
ship with Factory Installed RAID 0 or 1.
An image of the system is created in the factory and stored on a hidden partition on
the hard drive.
Starting the application involves pressing Ctrl/F11 at the Dell Logo screen during the
boot process.
The system will boot into a DOS environment and provide a GUI with instructions
about restoring the system.
You should inform the customer that his data and other software files (not installed in
the factory) would be destroyed by this process.
Using PC Restore
Installation
This product can only be Factory installed. The only way to recover the functionality is
to create a hard drive in the factory.
To determine whether the system shipped with PC Restore, check the following
information:
In DellServ
Go to the Service Tag screen --> to Order Details tab --> Image Restore will be listed as
SKU 412-0688 for Dimension and 412-0689 for Inspiron.
User Interface
Dell PC Restore by Symantec is activated during the boot process. When the user sees
the blue bar at the top of the page with "www.dell.com" in white letters, he/she has 2
seconds to press Control + F11 (Ctrl/F11).
If PC Restore fails for any reason, you will receive the following message. The only
option at this point is to reinstall from the original media sent with the system.
Known Issues
The Factory image is designed to be available indefinitely as long as the DSR partition
is not removed or the MBR (Master Boot Record) is not changed. Here are some things
that will disable Dell PC Restore:
If the hidden DSR partition is removed
If the MBR is modified in any way
If the customer changes the MBR but the pointers to the DSR partition are left,
the DSR will boot, detect that the MBR has changes, and flash a screen that
informs the customer that their MBR has changed and that image restore will
not run - call Dell technical support to handle the OS reinstall.
If the user creates additional partitions, changing the MBR, Dell PC Restore will
be disabled to prevent it from overwriting these partitions that may contain
critical data during a restore operation.
If the customer adds a second SATA drive and migrates to a RAID array using the
Intel applications accelerator in windows, Running PC Restore will put the image
back on C:\, but the system will not boot since the boot sector is looking for the
ATA driver (factory image) and the bios is looking for the RAID driver (migrated
configuration)
Ghost 10
Product Overview
Ghost 10 is a restore solution with incremental backup/restoration and burn
media functionality. Incremental backup offered as 90-day trial on all Transactional
LOB systems with up sell to full version available at Point of Sale.
Ghost 10 adds to the functionality of "PC Restore" and extends the base level
factory-only image restore capabilities to include incremental restore points. It also
allows customers to backup/restore from their hard drive, USB Drive or CD/DVD
burner.
Trial Version Functionality after Trial Period Expires
Creating backups can no longer be done after the 90 day Trial version expires
The user can still recover restore points that were created during the 90 days
Support Offerings
Vendor Support and Contacts
The Vendor is a strategic partner delivering L1/L2 application service and
support activities for Dell customers. Upon qualification of the hardware, Dell agents
will direct customers to the local vendor support phone number or web address as
appropriate for your region. Support for the trial version is Free for 90 days then Fee
Based.
INSPIRON SYSTEMS
Inspiron systems are marketed towards home users. They are diverse and available in
high-end performance systems, mid-range, and value lines.
Service Contracts
Service contracts are an agreement between Dell and the customer to keep a system
working through technical support and replacement of bad parts. The duration and level
of coverage depends on the contract the customer purchases.
Warranties
All systems are covered by a limited factory warranty. Tech Support rarely has anything
to with the warranty because the Service Contract purchased with the system nearly
always provides greater coverage. Warranties are subject to state and federal law. While
unlikely, misrepresenting the warranty coverage could, in theory, have legal
ramifications. For this reason the service contract would always be referred to as the
service contract and not as the warranty.
Along with Dell-branded systems and peripherals, Dell offers assistance packages
consisting of three components: Limited Warranty, Service, and Technical Support.
Limited Warranty covers defects in materials and workmanship during the contract
term.
Service includes At-Home and Mail-In Service, which are additional contracts that
provide a higher level of service. In addition, Dell offers other types of contracts such as
Installation and Complete Care.
When customers purchase online, as many do, they see these options displayed very
similarly. In this example, the minimum term available is 90 days limited warranty, 90
days service, and one year of technical support.
On May 2, 2005, Dell began offering a baseline package of 90/90/90. Prior to that, the
shortest-term package had been 90/90/1. For systems and peripherals sold before
9/28/04, the technical support was marketed without an expiration date. On 9/28/04, the
technical support offered became a limited term, usually ending at the same time as the
warranty and service (except for the 90/90/1 package). This is known as coterminous
technical support, because in most packages, the technical support terminates at the
same time as the limited warranty and service.
Technical support terms on the 90/90/90 packages will begin expiring on August
2nd, 2005.
Technical support terms on the 90/90/1 packages will begin expiring on September
28th, 2005.
Technical support terms on packages sold prior to 9/28/04 do not expire.
Outsource Site
http://outsource.us.dell.com/HSB/Dispatch/
Outsource site has online information for dispatches like Zip codes, type of dispatch
selection, RSL and Tracking of Dispatches
Dellserv has always displayed service information in the Contracts tab of the Service
Tag screen. For service tagged products sold starting 9/28/04, Dellserv also displays
technical support information. Limited warranty, the third component of Dell’s support
package, is not displayed there, but the warranty term always equals the service contract
term.
The tab itself is important, because it will be highlighted in red when all three elements
have expired. However, this can be misleading, especially when technical support
obligations extend beyond the expiration date of service contracts. Examples of this
problem include the 90/90/1 package and systems sold before 9/28/04.
90/90/1 Contract Tab with Expired Service Contract but Current Technical
Support
Since the appearance of the Contract tab cannot be relied on for complete status
information, agents must also check the Svc Provider, Svc Level and Coverage fields,
along with the Begin Date and End Date.
DellServ Fields
Package Coverage
Svc Provider Svc Level Coverage Date Fields
3- and 4-Year
At-Home Service with
QLX ND, or NW FLEXB Contract
Night & Weekend
Lengths
Premier Warranty
DELL AT
Support
However, if a customer does request an extended warranty and service contract on these
systems, you may transfer them to the sales outsourcer.
Complete Care
Complete Care provides an extra level of protection for unintentional damage that is not
covered as part of Dell's standard Service Contracts. It provides repair or replacement
coverage for accidental damage, such as drops or spills.
Complete Care does not replace the Service Contract. Technicians should proceed as
normal if there is no accidental damage to the system.
The length of a Complete Care contract is the same as the length of the system's service
contract. In order to receive a replacement system or parts under Complete Care, the
customer must have all the pieces of the damaged unit. If the damage is limited to the
system the customer does NOT need to return the peripherals. Likewise, if damage is
limited to a peripheral, the customer is not expected to return the entire system.
Complete Care is identified on the Contract screen by "CC" in the Svc Level field.
1. From the Service Tag screen in DellServ, click the Contract tab.
2. When the Svc Level column shows CC, the system is covered under Complete
Care for the time period specified.
Additionally, when the Service Tag of a system covered by Complete Care is displayed
in DellServ, a pop-up window may appear.
Coterminous
Most systems and peripherals sold after September 28, 2004, have coterminous
warranty and service contracts. “Coterminous” means that technical support ends at the
same time (co-terminates) as the parts and labor warranty. Customers have the option of
choosing coterminous warranties between 90 days and 4 years in length.
Dell started selling the 90/90/90 warranty/contract option on May 2, 2005. Entitlement
to technical support for these systems (not peripherals) will begin to expire 90 days later
on August 2, 2005. Included technical support for most Dell-branded peripherals will
begin to expire on September 28, 2005.
Purchase the new fee-based Expired Warranty Support (EWS) from Dell.
Expired Warranty Support (EWS)
Customers who want Dell technical support can purchase Expired Warranty
Support. This service is for one incident (or issue). This service does not include parts
replacement, At Home, or depot service.
Transfer Numbers
Starting August 2005, there will be two EWS queues: one for Dimension systems and
one for Inspiron Systems. In September, additional queues will be added to support
Dell-branded peripherals. Refer Online Phone list for Transfer numbers.
After Hours
When EWS is closed, inform customers that they to call back for support.
Say something like:
Expired Warranty Support is available between 7:00am and 11:00pm central
time. You can reach them during those hours through the technical support
number 1-800-624-9896. For self-help resources you can visit support.dell.com.
There you will find many of the same troubleshooting tools that we use in
technical support.
Even when EWS is closed, you should not support the customer.
Existing Cases
When customers have an existing case, they may not have to pay for technical support.
You should still transfer all customers with expired warranties to EWS.
If a customer tells you that they do not have to pay for EWS, they may be correct.
However, you transfer all expired warranty calls to EWS. The EWS technician will
determine if the customer does not have to pay on an existing case.
All calls should go to EWS when the warranty has expired. The EWS team will decide
if the issue is outside of support boundaries. This should make the job easier for you.
You do not have to evaluate the customer’s issue and decide if it is in scope or out of
scope.
Logging and Profiling the Call
Calls going to EWS should be logged like other transfers. The call is profiled
similarly to Dell on Call transfers.
Ensure that the Case or Tag number given by the caller matches the
product shown in DellServ.
Ask if the customer knows the warranty status. You will save time when they
are already aware of their status. Also, this begins to set expectations for customers
unaware that technical support is limited. This may be done during the “dead air” while
you are looking up information in DellServ. If there is no “dead air” you can do it after
you it after you determine the support entitlement.
When you determine that the customer is not entitled to technical support:
Procedure
To complete a VA,
Customer-centric
Dell-centric
Service Tag
DPID
Case Number
DPS Number
Order number
Customer number
Invoice Reference Number
When making the outbound call, if the caller who answers the call is not the same
person as the caller who requested the outbound call, you must perform the full
Policy for Verifying Authorization (VA) step.
Since dispatching requires both VA and VDI, you must ensure that VA has been
performed before you begin a dispatch. Then complete Verification of Dispatch
Information (VDI) when creating any dispatch. This ensures that the correct address
and contact information is carried over into the DPS (dispatch).
VDI Procedure
When dispatching from a Service Tag Case, as you will the vast majority of time, VDI
requires that you confirm or update ALL of the following fields in the Service Tag
Header:
Street Address
Zip Code (City and State will auto-populate)
Contact name (if not already verified during VA)
Email address (if not already verified during VA)
If changes are made to any of these fields, click Save Tag Header before creating any
type of dispatch. Add the acronym VDI to the Case Journal (and later the Dell Internal
Comments of the dispatch).
When dispatching from an Order Case, VDI means that you will confirm or
update those fields on the Address → Ship to address screen of the dispatch,
clicking Auto-Match Address to confirm.
If DellServ is down, and you need to perform any activity requiring VA, you cannot
proceed with those activities. Assign an ownership callback for a time when
DellServ is available again.
For dispatches, you collect information to help the outbound technician. Ask the
customer for all of the verification information and record the DellServ Tools Outage
form, then transfer to DellServ when it is available
DISPATCHES
What is a Dispatch?
A replacement part
A missing part that was never shipped
To return a product, or complete system, and get a replacement
A technician to come to their site
To send a portable system to a repair depot
Dell uses Dispatches to send products, parts, or technicians to the customer. For
portables, Dispatches are used to ship their system to a repair depot.
Were parts entered correctly in the Ord Qty and Ret Qty fields?
Was the right part number selected?
When dispatching multiple parts, Use appropriate DPS types.
Was the Monitor Serial Number Documented, when dispatching monitors?
Were any required special comments or information documented in Dell
internal comments?
The Parts List within DellServ and at RSL Online will indicate if the item is a:
DPS Types
Tips: Refer CHWS Approval Matrix for Approvals on different dispatches – Document ID – 159461
FIHD Policy
Inside 1 year from the invoice date, CTS agents should include a factory image
when replacing failed hard drives. The CTS Dispatch Team will send hard drives as
blank unless the agent clearly states in the Dell Internal Comments that the hard drive
should be loaded.
Agents should remember that for SATA RAID 0 or SATA RAID 1 systems, a
FIHD is not possible. If a hard drive has failed and an image is needed, agents must
send an SRCD set and a blank hard drive.
While Replacing the FIHD the dell internal comments should be noted with the
following: ***FACTORY IMAGED HARD DRIVE***
SRCD Policy
SRCD sets can be offered inside 1 year from invoice date. The SRCD set is
specific to one system Service Tag. The SRCD set will not work on other systems. The
SRCD and the hard drive are typically sent on different DPS types. (EXG for SRCD,
POS or Onsite Service for hard drive)
MRI Policy
The MRI Media Service Kits should only be sent for currently shipping (non-
EOL) systems, because the Resource CD and Tools CD are continually modified to
include only drivers and applications for currently shipping systems.
If the customer's system model is no longer sold (EOL), agents should not send
the Media Service Kit. Instead they should issue an EXG for the OS media kit and
Tools (Applications) CD
When sending replacement media for Windows XP, use the part number that
includes the latest service pack
Part numbers for the different operating system recovery CDs are listed on RSL
Online.
For customers that call requesting media for an operating system reinstallation and
their system is equipped with PC Restore, suggest to the customer to use PC Restore
prior to sending media.
Resource media replacement is limited to systems that are still currently in
production.
Special Scenarios
Beginning November 12th at 8:00 PM Central Time, agents will be able to set up
Return to Depot dispatches using new DPS types. These new DPS types will be used
to send select systems to a new depot repair facility called CTS (Computer
Technology Solutions), located in Houston.
This facility will work in conjunction with Flextronics (formerly Solectron), which
will still remain a depot repair facility.
For all portable systems with CC coverage, a depot service (CCT for Solectron)
may be dispatched for system service. This includes systems with RTD service and
onsite service. The CompleteCare portion of the warranty is return to depot. For
portable systems with extensive damage involving both the top and bottom halves
of the system, a CCE (whole system exchange) should be issued. For CRUs, a CCP
(parts only) should be issued.
Mice, monitors and keyboards should be replaced using DPS type CCE within 21
days of the invoice date or as a CCP outside 21 days.
For most chassis parts and internal parts, since onsite CompleteCare service is not
available to Consumer customers, issue a CCE specifying a system exchange. If the
customer prefers to install internal parts or replaceable chassis parts
(bezel) themselves, you may issue a CCP to replace the part(s) only.
The OWR Depot Services team does not handle any of the following:
Customers may reach the OWR Depot Services team either by transfer (during queue
hours) or by the direct toll-free number (1-800-288-4410).
The hours of operation for the OWR Depot Services team are different for consumer
and corporate/small business customers:
After troubleshooting indicates failures that are not covered by either a Dell warranty
or service contract or a Complete Care contract where the customer needs out of
warranty replacement, agents should either transfer the customer to OWR Depot
Services or provide the toll-free number, depending on if the queue is open, using the
scripting provided.
"Although this repair is not covered by the terms of Dell's limited warranty, Dell does
have a fee-based repair service to handle this type of repair. The service is a hassle-
free mail-in service at a reasonable cost."
What is an SSC?
An SSC should be considered when Dell has failed to fix the system with
multiple onsite services (ex. more than three onsite services within the most
recent 30 day period) provided the customer agrees to send the system in to the
depot.
Portable systems with expired service contract damaged while troubleshooting
with a Dell agent.
Yes, approval is required for all SSC dispatches. For the appropriate level of required
approval, consult the approval matrix in the Related Articles section.
Approval must be appended to the SSC dispatch within 2 hours of creation of the
dispatch. Failure to obtain or update the SSC dispatch with approval within 2 hours
could lead to the cancellation or kickback of the SSC dispatch to the issuing technician
and have a negative impact on the customer experience.
TECHNICIAN REMINDERS
When setting up Return to Depot dispatch types in DellServ, here are a few helpful
reminders.
1. Never add parts to a depot dispatch — An empty box is the only thing
which should ship to customer. The depot will perform troubleshooting and
provide necessary parts to repair the unit.
2. The DPS type in DellServ will default to one of the following based on the
service contract:
3. The following DPS types must be chosen manually, according to policy:
5. Status of existing calls can be found under "Comments from Service
Vendor" section in Dellserv.
Checking status for Flextronics depot calls will still be the same process as it
was for Solectron
6. Vendors will reject incorrect DPS type selections which will cause
customer dissatisfaction. — Please choose the correct DPS type based on
system model and service contract. (See the Systems Serviced by CTS and
Choosing CTS DPS Types pages of this tech sheet.)
8. Agents should not enter a box part number in the Depot dispatch. The
box part number will be auto-generated and ship to the customer.
The following chart will help you to get the time taken for a part to reach the
customer after a Dispatch. Set appropriate expectation to the customers.
Non-Service Dispatches
DPS Type Item Description New Used
Service Dispatches
DPS Type Item Description New Used
This policy applies to “qualified” Dell customers that have a valid system
service tag. (“Qualified” Dell customers are those who purchased their system through
Dell ARB, Dell Sales, Dell Online, Dell Auction, Dell Authorized Retail vendors
(QVC, Costco, etc.) or who received their system through an Ownership Transfer. This
policy does not apply to customer’s who purchased their system through a Broker.
The COA label serves as the customer’s license to run Windows® on the
system. Dell now provides the recovery CD and the COA label separately. Each
computer has unique part numbers. The license is tied to the COA number, NOT the
Recovery CD. Dell is allowed under license to sell new COA labels as part of a system
order only. Dell is permitted by license to replace COA labels via service dispatches.
When to log the Certificate of Authenticity (COA) number in the Dell Internal
Comments
OS Swaps, Damaged or Wrong COA Number, Replacing Bottom Plastics on
an Onsite Service
When the COA Numbers are NOT required to be logged in the Dell Internal
Comments
Missing COA Label, System Exchanges
The Recovery CD is now referred to as the Reinstallation CD, and is used for
reinstalling the customer’s Operating System.
Resource and Reinstallation CD’s that need to be replaced for any reason
(except if it was missing) must be sent to customer via DPS type EXG.
Errors / Troubleshooting of all errors and lockups. Resolving errors and lockups related
Lockups Resolving all errors and lockups except to:
those related to issues in the next Confirmed virus or spyware
column. infection.
Recent addition of non-Dell
hardware or software.
Usage of non-Dell hardware or
software.
Recent tools have reduced the need for customers to have backup media for
Operating System, drivers and minor applications. The summer 2004 launch of Dell PC
Restore provided customers with the means to reinstall their Operating System, except
when a hard drive has failed or the restore partition has become corrupted. The new
Driver Reset Tool provides customers and agents with a method of repairing/resetting
drivers. Minor applications may be downloaded from either Dell or the software
vendor's web site.
MRI Media Service Kit part numbers have been created so that agents may send
the complete set of CD media.
NOTE: The MRI Media Service Kits should only be sent for currently-shipping (non-
EOL) systems, because the Resource CD and Tools CD are continually modified to
include only drivers and applications for currently-shipping systems
MRI was implemented on the following dates for Dimension and Inspiron:
The following Media CDs will no longer ship on the above systems:
Resource CD (Drivers)
Tools CD (Applications)
Acrobat™ and the following .pdf files (also available on support.dell.com) will
be loaded onto hard drives on the above systems:
Owner's Manual
Service Manual
Operating System Users Guide
Customers may request CD copies of their media (if On-Drive is not available,
failed, etc.). OS Reinstalls via manual method may require that OS media or MRI
Media Service Kit be shipped first if the customer does not have or cannot burn the
CDs.
Hard drive replacements outside 120 days from invoice date will require that OS
media or MRI Media Service Kit be shipped in addition to the hard drive if the
customer does not have the CDs (if On-Drive was not available or failed, or if the
customer never made the back-ups).
Policy
For customers requesting media, technical support agents will assist them
without transfer to Customer Care, issuing an EXG (CHWS/ACS) for the appropriate
media.
The Driver Reset Tool will replace the Resource CD under the Media Reduction
Initiative.
A software diagnostic and repair tool that can be used by tech support to
programmatically evaluate and "re-set" device drivers that were installed on a Windows
XP operating system. This tool is being provided to tech support as a preliminary test &
repair step prior to doing an OS re-install, preventing unnecessary re-installations where
driver issues must be resolved.
Additionally, the tool will log a report reflecting the system hardware status at
the time the tool was run. Information included in this report will be any service tag,
BIOS rev, system model, IRQ conflicts detected, any drivers marked as "banged" in the
OS registry or HW that is not functioning properly.
The log lists all drivers installed in the system including the manufacturers'
GUID (Device Identification number & the PnP ID).This utility runs in approximately 8
seconds and requires a single reboot to re-set device drivers that are detected as not
functioning properly.
Troubleshooting Notes
With MRI, some of the troubleshooting tools you have used to fix Software Issues will
not be available. Here is a list:
The following tools will still be The following tools will NOT be
available: available:
System Restore System File Checker
MSConfig Repair Reinstall
Safe Mode Automated System Recovery
Last Known Good configuration Diags off the Resource CD
Drivers on Drive (C:\Drivers) Advanced Video Diags
Recovery Console will be factory
installed. Look for it on the MS Boot
menu.
Dell endeavors to ship only those products that meet its higher standards for
performance and reliability. Nevertheless, a customer may report an issue with a Dell
product such as the system overheating, exposed wiring, or sharp surfaces, which could
constitute a potential risk to the customer’s personal safety. Any such product should be
captured so that diagnosis of the cause can be made and remedial measures can be
taken, as appropriate, both in the customer's product and in all Dell systems at large.
Such product captures, examination of safety issues, and failure analysis is conducted
by Dell’s World-Wide Regulatory Department.
NOTE: Never put the customer at risk of injury by having them repeat the sequence of
events.
All product safety hazards are handled within the Dell Technical Support organizations.
Do not transfer this type of issue to Customer Service.
Regardless of the system warranty status, capture the product and provide a
replacement to any customer who reports their Dell product exhibits one of the
Dell hazard categories described below.
This policy applies to all Dell-branded products sold either by a reseller,
broker, or by Dell and third-party branded products sold via Dell’s Software
and Peripherals (S & P) division.
All capture replacements should either be issued as a POS or EXG for the
Americas, or SWP or EXM for EMEA; never setup an Onsite or Return to
Depot dispatch.
Failure analysis will confirm whether a safety issue is present. Do not offer
your opinion to the customer as to whether the issue cited sounds dangerous or
represents a “safety issue.”
Captures must be approved according to the procedure designated for your
segment.
Procedure
Have the customer discontinue using the system and disconnect all power
sources.
Have the customer explain the events leading up to the failure. This will help
Dell with failure analysis.
1. When did the problem or incident occur?
2. Where (in relation to the system) did the problem or incident occur?
3. What were you doing when the problem or incident occurred?
4. Include any statements offered by the customer regarding personal injury
and property damage.
Log all comments relating to the failure in DellServ in the P: D: S - Dell
Internal Comments.
Systems or components that pose a potential hazard should be captured.
1. Internal components – If the customer was in the process of installing a
component and sustained an injury from that component, only capture that
component on a POS or EXG; otherwise, create an EXG to capture the
system.
2. External components - capture the component by creating a POS or EXG,
depending on the component type and invoice date. (i.e. monitor portable
external battery, etc).
Use the appropriate Safety Hazard DellServ Call Logging profile.
NOTE:
Indicate to the customer the product should be returned undisturbed with all
components, cables, and electrical cords so that Dell may accurately identify
the problem.
The customer should not clean or repair these items, as this will decrease
Dell's Product Safety Team's chances of duplicating and/or correcting the
problem.
1. Provide the customer with the reference (DPS) number.
2. Do not dispatch the DPS; the Dispatchers will process all Safety Hazard
dispatches for Consumer Tech Support.
The description lines in DellServ have a limited number of characters that can
be displayed. This has resulted in many abbreviations for the parts descriptions. Table 1
lists some common abbreviations.
Abbreviation Meaning
BDS Boards
CBL Cable
CRD Card
DOC Documentation (manuals, etc)
HDW Misc. Hardware component
KYBD, KBD Keyboard
MEM Memory (RAM or Cache)
MOD Modular
P/S Power Supply
PER Peripheral
PLR Planar (System Board)
PRC Processor
PWA Printed Wire Assembly (System Board or riser)
RSR Riser
STR Storage
SFW Software
NBD Note Book Drive (Slim Line CDROM or Floppy Drive)
Four Flavors
There are four main types of part numbers that DellServ use:
SKU Numbers
Spare Part Numbers
Dell Software and Peripherals Part Numbers
Dell Memory Part Numbers
DellServ does not list every part for a system. If it did the list would be quite
long showing every screw, every bit of plastic, every transistor, and every driver each
with their own part number.
DellServ lists the parts that you will need to use most often. Occasionally you
have to find the part number for a part not listed. When that occurs, you can use RSL
Online to help you find the part.
The RSL (Recommended Spares List) Online is compiled by the Product Group
after a system has shipped out and shows the part numbers that should be shipped for
dispatching onsite and parts-only services.
Parts BOM
Parts BOM is used to determine the part numbers that make up an assembly, group of
parts, or where this part number is used.
Parts BOM Down displays a list of parts that are included in the part number.
Parts BOM Up will display a list of parts where this part number is also used.
Parts BOM Both shows the Up and Down results.
# Procedure
Lists all parts contained in the part number you are BOMing
3
Lists all parts that contain the part number you are BOMing
Lists all parts that either contain or are contained in the part
number you are BOMing
Dell recently began offering fee-based phone support for issues that are outside
of the scope of support included with Dell's Warranty/Service/Support packages. The
"S&P Support" that was known as Dell on Call has changed its name to Dell on Call by
Nov 2005 with some revisions in the process.
Customer Experience: CHWS L1 Agents should take care to ask probing questions
and assist customers without transfer when the phone support needed falls within the
scope of CHWS L1 agents' responsibilities. The scope of CHWS L1 phone support
responsibilities is defined in the following CHWS Policy phone support document tier:
Dell On Call is offered as an additional option separate from the Dell Service
Contract and is targeted at customers in the home, home office, and small office
environments in the Consumer and transactional (EPP/FSS) REL segments.
Customers can purchase Dell on Call contracts at the time of purchase (with
their new system or E&A peripherals or software) or via our existing phone and online
sales channels.
Customers can also purchase contracts when transferred to the Dell on Call
queue after calling Dell technical support with a support request for third-party products
or for out-of-scope factory-installed operating system or application software support.
Support for Spy ware and Virus Infection Support for factory-installed Hardware.
Policy
CHWS L1 agents must not transfer customers to Dell on Call for assistance that
is within the scope of CHWS L1 agents' responsibilities as defined in the CHWS Policy
documents listed above.
L1 agents should adhere to published scripting when referring to prices for Dell on Call.
Support Options for Customers with Third Party and Out-of-Scope Issues
If it is discovered that the support required to, resolve the customer's is outside
the scope of L1 support responsibilities for Dell Hardware, Factory-installed Operating
Systems or Factory-installed Applications, agents may offer the customer these support
options:
Customer Experience: Never use the words "I do not support...” instead, provide the
customer with options for support.
There are times when the ownership of a Dell system may require transfer from
one owner to another due to various reasons, some of which are:
Case Ownership
Customer Experience: In the fall of 2004, Dell reorganized the structure of support
teams in a project called Empowering the Front Line (EFL). Teams now consist of:
Service Leaders (SL)
Resolution Specialists (RS)
Resolution Expert (ReX)
Inbound Agents
For ownership issues, Inbound agents work to ensure quality resolution to all
customer issues.
For escalated issues, agents work with Resolution Specialists and Service
Leaders to ensure that the customer's needs are addressed. This change will enable a
quicker resolution for customer's escalated issues.
Customer issues are handled as Cases. How Cases are owned is Case
Management. The document defines the CHWS policies for Case Ownership and the
procedures for Case Management.
Case State: Agents will close cases that are resolved and leave other cases open.
Team Ownership: Agents will use the Case Ownership tab of DellServ for all open
cases to denote that their team owns that case.
Callback Triggers: As defined below, team members will call customers back when a
follow-up is required.
Email Lifeline: Agents will send summary e-mails from DellServ after every customer
contact, except when the customer is transferred to another queue. These e-mails serve
as a lifeline for customers to reach back to Dell if they need further assistance.
Teams will use DellServ for managing Case state, for identifying team
ownership and for sending summary/Kana e-mails.
Teams will use Kana to manage customer replies to the summary e-mails.
Agents will use iRoz Tracker to schedule callbacks and to track dispatches.
Policy
Inbound agents are responsible for resolving all cases that can be reasonably
resolved in a single call, and will close these Cases.
Agents will leave unresolved cases open and will assign ownership of all open
cases to their team using the Case Ownership tab in the DellServ case header.
Exceptions:
Cases which are outside the scope of the agent's support queue should be
closed.
In-scope cases which need to be referred to a specialty queue within CHWS
should be left open without team ownership assigned.
If the customer calls back to the appropriate queue on an owned case, the
agent taking that call should reassign ownership to their team.
Agents following up on owned calls must check the ownership tab to make
sure that their team still owns the Case. Agents who discover that another team
has taken ownership should not contact the customer.
Agents will log all outbound customer contacts in a separate Journal (not an
"Append").
Agents should only close Cases with no customer contact for one of the
following two scenarios:
The customer has called back on their own and there is a separate case stating
that the issue is now resolved.
The callback agent has made 3 attempts to contact the customer and has not
received a reply in 7 days.
Agents will send the DellServ Summary E-mail on all non-transferred calls
Agents will send the DellServ Summary E-mail on all non-transferred calls
Sev.3 - Issues requiring follow-up, but not necessarily a callback (see Procedure steps
below for details)
NOTE: The service level for Sev.3 callback, when needed, is within 72 hours.
Procedure
At-Home Service Dispatch - Agents should close the Case when the part(s) have been
delivered within the expected time frame. Onsite technicians have access to agents to
resolve any issues.
Customer Experience: Exceptions requiring that Case be left Open and assigned to
outbound team:
POS or SHO Dispatch - Agents should close the Case when the part(s) have been
delivered within the expected time frame.
Customer Experience: Exceptions requiring that Case be left Open and assigned to
outbound team:
DellServ
Introduction to DellServ
DellServ was designed to be a stable and useful tool for employees to use to find
information about a system after it has shipped from Dell.
DellServ is a Case based system for enhanced tracking of issues. With the Case
Management system, a Case is created for each Issue a customer has with a system. All
calls dealing with one issue can then be grouped together. Each unique Case is assigned
a number.
Case Management allows you to assist the customer in a timely and accurate
way by the use of Journal Entries. The Journal Entries for each Case are all in one
place for quick and easy review.
Case Management also allows Dell to track trends or issues and address them in
a timely manner, thus improving the Customer Experience.
With Case Management, calls can be logged and reviewed in a more effective
way thereby improving your metrics.
What is a Case?
Each and every call that comes in on a system has to be logged. This is done in
DellServ by creating Cases and Journals Entries under existing Cases.
A Case can be defined as all activities associated with the handling of an issue
from beginning to end. It would include customer calls, service dispatches, follow-up
calls, and other customer interactions. Simply put, a Case is a customer issue. When a
customer calls technical support to report a problem with their system, a Case is
created. Any subsequent call or action regarding that issue within 60 days of case
creation would be part of that Case.
Assigning a Case to each unique customer issue allows for better management
of the data, which makes for a better customer experience. Giving the customer a Case
number makes for a better starting place for you and the customer and also saves time
searching for any previous call logs.
This document details the proper call profiling techniques to use when receiving
a customer contact. Agents provide as much detail as possible in the call log, as the
This profile is reserved for the use of Resolution Specialists’ (L2), Service Leaders
(Managers) and EOD (Resolution Center) Agents.
Use this profile when a customer or onsite technician calls in to check the status of a
parts-only or onsite service call.
When profiling these types of calls, select the following options from the DellServ call
profiling menus:
Outbound
Contact Type
Call
If customer is reached on the outbound callback attempt, use a profile based on the
actual issue. If the customer is not reached on the outbound callback attempt, use the
following profile:
In order to use DellServ, you must be logged in. You will be given your own
log in when you get on the floor. During class, the instructors will give you the logins
for the training environment. There will be a User ID and a Password. In the work
environment, your password will have to be changed at regular intervals.
There are some basic navigation tips you should know before using DellServ. A
few of these tips are located below and will help you get started. Other tips will be
covered in the following modules.
DO NOT USE THE BROWSER'S
NAVIGATION BUTTONS (Back or
Refresh) or the backspace key in a non-
editable field. Doing this will log the
technician off of DellServ.
DO USE DELLSERV'S NAVIGATION
BAR. This will allow the technician to
jump back to a previously viewed window.
The navigation bar will allow only eight
levels deep.
It is best to run DellServ in a Full Screen
Mode, to do this select F11. This allows the
F11
technician to fully see every field in each
window.
The technician may elect to collapse the
Main Menu by selecting the arrows in the
upper left corner. This again will allow the
technician to fully see every field in each
window.
Internet Explorer Settings One thing that can be a problem is having
First initial logon the technician will be prompted to enter their Rep Profile.
The technician will need to complete the Rep Profile box. All the fields will
need to be populated in order have an accurate way to track and locate technicians.
Team ID Allocated
for your Team
The Service tag header contains the System model, Company number, Address and
Owner’s name. To save changes done to the tag header, Click on “Save Tag Header”
Steps:
Enter the Service Tag in the field below BUID on the left hand side.
Then Press “Enter” or click on Service Tag on the left side menu.
The service tag header window appears. This window contains the System
model, Invoice date, Company no., Customer number, shipping address.
To see the list of previous cases, Click on Get Case List. This can be sorted
based on the age of the case or created date or summary or status.
When you click on a Case a Case Header will appear.
ADDR
ESS
SYSTEM
MODEL
CALLER’S
NAME
CALLER’S
EMAIL
PHONE
NO:
SERVICE TAG COMPANY
HEADER NO:
Case Header:
Case Header contains vital information about the Case. The case header contains
the Caller’s First name, last name, email address, phone number and the Summary of
the Issue. If the caller does not have an email address, then it should be updated with
no@email.com. Clicking on “Save Case Header” can save any changes made to the
Case Header. State of the case while documenting would be “Open” and Status would
be “Working”. After documenting the Case the State and Status should be closed and
complete, except when the issue is not resolved and needs follow-up / transfer to
specialty queues like printer queue.
Summary: The summary field should briefly describe the exact issue. Vague comments
would not help the next technician in understanding the issue.
Caller’s Name
Status of Case
CALLER’S
PHONE
Caller’s Email
CASE
HEADER
Details of Contract
The Cases Tab gives the list of Cases available for the Service Tag. The
Components Tab gives the list of components shipped with the computer. The Contracts
Tab gives the details about the contract for the Service Tag. The Order Details gives the
complete list of Components and applications that customer has ordered. The Create
New Case helps to create a New Case when there is no Case existing for the issue
customer has called in with an age less than 60 days.
Quick Calls:
Log quick calls when the customer cannot provide a Service Tag or when no
one is on the line when you answer.
Creating a Case:
A New Case should be created when there is no existing Case for the same issue
with an age less than 60 days.
Inbound Call
New Journal:
When a Case already exists for the same issue with the age less than 60 days, create a
Journal.
Click Submit
Creating a Dispatch
Agents must also complete Dispatch Information Verification (VDI) for every
dispatch. This ensures that the dispatch contains correct address and contact
information.
Agents should confirm or update the following fields in the Tag Header:
Street Address (the Addr: field)
Zip Code (DellServ will auto-populate the City and State fields)
Contact Name (the Contact: field)
Email address
If changes are made to any of these fields, agents must click the "Save Tag
Header" button prior to creating any type of dispatch.
Contact and Phone fields are populated from the Case Header, not the Tag
Header. If the caller is different from the service contact, agents should update these
fields and click "Submit".
ORD Order (the Exchange Order CLO Closed – Call complete
Number is generated at this point,
Dell received confirmation from
the service provider)
SHP Ship (Part has shipped and an CNL Cancelled – May require issuing
airbill is logged against the another dispatch.
Exchange Order number for
tracking.)
SCC Service Call Complete EXP Expired - Seen only on DPS type CRA
(Credit Return Authorization) - Means
that no product has been returned
within 30 days from the issue date of
the CRA.
TTC This status is specific to Canadian
service calls that engage UPSLG. It
is one of two types of proof of
delivery statuses. This status tells
Dell that UPSLG has sent the part
to the carrier.
POD This status is specific to UPSLG
service calls for US and Canada. It
is a proof of delivery status that
tells us when the carrier that
receives a part from UPSLG has
sent the part to Dell.
SCC Indicates service call closure on
service calls
RCV Received (part was returned to
Dell)
RCVCPR Received Partial Order returned
RCVCP Received Complete (all parts are
verified as being Dell and all are
returned)
VEROP Credit verifications are pending
CLO Closed – Call complete
PRB Problem – Call did not transmit to
service provider properly.
CNL Cancelled – May require issuing
another dispatch.
4. Manager Approval
When there is an Area manager approval required, make sure you follow-up and
get the approval from the available floor manager after sending the mail.
Dell Connect
Dell Connect is a web-based tool that technicians can use to perform technical
support functions on the customer’s computer:
Dell Connect enables technicians to remotely connect to a customer’s computer
who have either broadband connection or a dial up connection with at least 56K speed.
Dell Connect will work in Safe mode with Networking mode also.
By connecting remotely, technicians can help repair the computer or show the
customer what to do.
Technicians can quickly diagnose issues and efficiently perform services such as
spyware or virus removal.
Modes
The customer can retain control of his or her computer and receive instructions
from the Dell agent, or the customer can give control to the Dell agent to perform the
fix.
Dell Connect 2.0 has several tools to help the representative support the customer.
These tools can be accessed via the Viewer window Tools menu and many are also
available via the Representative Chat box.
Send File
Sends file from representative to customer.
(L2 and above only)
Reboots customer's PC and reconnects into the screen-sharing
Customer session. Reboot must be initiated from the Tools menu on the
Reboot/Reconnect representative's Chat or Viewer. If not, the session reconnection
will not occur.
Requests specific diagnostic information from the customer's
Diagnostic Info
PC.
Transfers screen-sharing session from one representative to
Session Transfer
another (if configured).
Allows the representative to invite another representative to
Invite to Session
view or assist with the session (if configured).
Dell Connect 2.0 will install as a service on the customer's PC.
Run as a Service
(if configured)
SoftPhone
SoftPhone is a portion of Integrated Dell Desktop (IDD) that allows you to:
Answer calls
Transfer calls (cold and warm)
Put a call on hold
End a call
It will also help you be more efficient by:
Giving you information on a caller before the call is answered. (CE -
Customer Experience)
Reducing the number of clicks it takes to answer the phone. (AHT- average
handle time)
Reducing movements required to answer the phone. (AHT- average handle
time)
Transferring calls more accurately. (reducing your repeat call rate)
Reporting call metrics in a timely and accurate manner. (resolution rate)
I The "I" in the center looks like a bar. But the I stands for Inactive.
Data Area
Customer data is gathered as the customer moves through the IVR/Speech
systems en route to a queue. The data elements captured in the IVR/Speech system are
then looked up in Symphony customer records. A customer may be calling from a
friend's phone, work or their cell phone, so fields may be incomplete or blank and not
show any data
Understanding Metrics
Name General
Meaning
Abbreviation Goals
ANI-Level Resolve
Measures your success at preventing repeat calls. 80-85%
Rate (ARR)
Avg Handle Time The average amount of time you spend on each call.
25 min.
(AHT) Includes talk time, hold time, and wrap time.
Avg Hold The average time you place a customer on hold. 1-2 min.
Avg Talk The average time per call speaking to a customer. 20 min.
Things to Check
If the A.C Adapter Indicator led does not glow at all check the following: {No
Power could result either from loosely seated connection / a major Short in any
of the circuits in the portable? Remove Docking station if present.
1. Verify AC power source: bypass any power strips, UPS, and extension
cords.
2. Verify proper seating of the external power cord to the A.C Adapter.
3. Verify proper seating of cord from A.C adapter to Portable.
4. Swap cord and or A.C adapter with the known good one
5. Check for bent or broken pin/connector that connects to portable.
6. Remove the battery; unplug the A.C adapter and Power Drain the system.
7. Remove the battery and plug in the A.C adapter and power on the system.
8. Remove FRU'S one by one and turn on the system after removing components
each time to rule out the failure in that component.
Things to Check
Check to make sure that the Colors are set properly for what the
customer is trying to do. If not, adjust to correct settings. If the only
option is 16 colors, then the OS is using the Standard VGA driver,
which means the correct video driver is not installed.
Check the Screen Area to make sure it is set properly for what the
customer is trying to do. If not, adjust to correct settings. If the only
option is 640x480 then the OS is using the Standard VGA driver,
which means the correct video driver is not installed. Re-install
correct driver.
Things to Check
Once a drive is detected properly the partitions, format and boot files must
be configured properly in order to boot to the drive.
1. Verify the System Setup Boot Sequence settings
2. Try using CTRL+ALT+F8 to force a hard drive boot.
3. Assuming the drive is detected, run the 90/90 BIOS Quick Test to verify
drive functionality.
4. Boot the system to a DOS bootable floppy or the ResourceCD and try to
access the hard drive.
5. Using the FDISK utility verify that the drive has an active, primary
partition.
6. If the system has an active, primary partition troubleshoot the Operating
System.
Warning! The processes below can be very destructive. Ensure that the
use has a back-up of their data before proceeding.
1. If there are no active, primary partitions create a primary partition and
mark it active.
2. Format the partition.
SYS the drive to load boot files. If any of the requirements listed above is missing or
done incorrectly it can prevent the drive from booting.
Things to Check
Before the system can boot to a drive it must first detect it. The detection
process relies on functional hardware, as well as proper configuration of the
System Setup program, drive jumpers, and cabling.
Once a drive is detected properly, and drive is still not working, check the
following:
1. Verify that there is power to DVD
2. Verify the DVD software driver is loaded?
3. Has the DVD software driver been corrupted by a virus
4. Verify that the Drive is displayed in Device Manager.
5. Verify that 32-bit is display in Control Panel/System/Performance.
6. Verify that the DVD software is loaded?
If all the above has been verified and drive is not working properly, check the
following:
Verify the DVD disc is the correct format for the type of system that you are
using?
1. For DVD trays that will not open, manually use Emergency Eject
instructions to open tray
Verify if disc is dirty.
Verify if the disc is inserted upside-down
Things to Check
Always start with information gathering. (Troubleshooting Questions) This
fact gathering is extremely important in helping you focus your
troubleshooting.
Before the system can boot to a drive it must first detect it. The detection
process relies on functional hardware, as well as proper configuration of
the System Setup program, drive jumpers, and cabling.
Once a drive is detected properly, and drive is still not working, check the
following:
Verify that there is power to CDRW
Verify the CDRW software driver is loaded?
Has the CDRW software driver been corrupted by a virus
Verify that the Drive is displayed in Device Manager.
Verify that 32-bit is display in Control Panel/System/Performance.
Verify that the CDRW software is loaded?
If all the above has been verified and drive is not working properly, check the
following:
Verify the CDRW disc is the correct format for the type of system that you are
using?
For CDRW trays that will not open, manually use Emergency Eject instructions
to open tray
Verify if disc is dirty.
Verify if the disc is inserted upside-down.
Things to Check
Things to Check
Things to Check
Things to Check
NOTE: Once it has been confirmed that the NIC is sending and receiving data
and is working correctly, the customer will need to get in touch with their
network administrator to configure the Network Properties.
Things to Check
Things to Check
If the customer calling about Monitor no video issues, check the following:
Check connection integrity
Verify the AC outlet
Ensure power button depressed fully
Swap power cable with known good.
Make sure system is posting.
Increase brightness & contrast controls
Perform monitor Self test feature check
Check signal cable for bent or broken pins
Check that the PC power is plugged in and turned on
Check that signal cable is firmly attached to the video port of the PC (blue
coded video port).
Hit a key on the PC keyboard or move the mouse to wake up the PC.
If system has integrated and expansion video, make sure it is connected to
correct port.
Resolution:
Check if any new hardware have been added to the system or not? If so, controller and
cabling issues should be considered.
Check CMOS to ensure that both IDE channels are enabled. Both need to be enabled
because the CD-ROM usually resides on the secondary IDE channel.
Reseat the IDE CD-ROM cable, both to the back of the drive and to the controller on
the motherboard. The cable may be loose.
Check the power cable to the CD-ROM. Is the LED lit when the system power is on? If
not, try a different power cable.
Connect the cable from the CD-ROM drive to the hard drive and connect the hard drive
cable to the CD-ROM. This can determine if this is a motherboard controller problem.
Cause: It may be due to software configuration errors, loose cables and/or hardware
failure.
Resolution:
If No:
Check if any new hardware have been added to the system or not? If so, controller and
cabling issues should be considered.
Check CMOS to ensure that both IDE channels are enabled. Both need to be enabled
because the CD-ROM usually resides on the secondary IDE channel.
Reseat the IDE CD-ROM cable, both to the back of the drive and to the controller on
the motherboard. The cable may be loose.
Check the power cable to the CD-ROM. Is the LED lit when the system power is on? If
not, try a different power cable.
Connect the cable from the CD-ROM drive to the hard drive and connect the hard drive
cable to the CD-ROM. This can determine if this is a motherboard controller problem.
If Yes:
Try to boot to a bootable CD or boot to a bootable floppy diskette and attempt to read a
CD in DOS mode.
Verify that the drive is assigned a drive letter in My Computer or Windows Explorer.
If no, restart the computer in Safe mode, and remove the drive from Device Manager
and restart the computer.
If the problem persists, swap the hard disk and CD-ROM drive data cables or try
another data cable on the hard disk drive.
Resolution:
Check if the media being used a blank CD/R, CD/RW if so then use a different disk.
Check if the drive is recognized with windows operating system and if it able to
communicate with the drive. Try to right click the drive and eject it.
Check the device manager if the drive is properly installed and that there are no? ?,! X
marks. If yes (uninstall and reinstall the drive).
Check if the customer is using widows XP. If so, use the windows XP CD writing
feature.
If the customer is using windows 9x then check if the customer has music match
installed. (Install it and try to burn with music match).
Resolution:
Check if the LED light is glowing on the drive when the computer boots up.
Check you are able to eject the drive from with the operating system.
If you need the drive to be opened then use the emergency eject hole in the front of the
drive. Note: Use a object that would fit the hole and then push in the tray will
automatically open out a bit, you can pull the tray out manual now.
Resolution:
Verify that there are no floppy disk drives or CD’s inserted while booting else an
“Invalid or Non-system disk” error would occur.
Make sure that the hard disk is listed in the BIOS and in the boot sequence. If not then.
(Try the function key F9 to reset defaults).
Check if data cable and power cables are connected firmly to the drive.
Choose the correct jumper setting ie. Master, Slave or Cable Select depending on how
the drive is connected.
Check if red of the data cable and red of the power cable are facing each other.
Resolution:
Make sure that the hard disk is detected and listed in the BIOS and in the boot
sequence. (Try the function key F9 to reset defaults).
Open the case and check if Check if data cable and power cables are connected firmly
to the drive.
Check if red of the data cable and red of the power cable are facing each other
Choose the correct jumper setting ie. Master, Slave or Cable Select depending on how
the drive is connected.
Swap cable with the CD-Rom drive cable. Reseat the cables from motherboard.
Resolution:
Make sure that the noise is actually from the hard drive and not any other component.
Note: the hard drive does make some noise, which is acceptable.
Resolution:
Make sure that the hard disk is detected and listed in the BIOS and in the boot
sequence. (Try the function key F9 to reset defaults).
Reseat the power/data cables form the drive and the motherboard.
Resolution:
Verify if the telephone line is firmly connected to the line in jack of the modem.
Eliminate any surge protectors and fax machines and disable call waiting for
troubleshooting purposes.
Connect the modem to another telephone line if available. By this we can find out if the
problem persists with the telephone line or the modem.
In windows XP
From modem properties->Query modem
If it is listed under other devices as a ? Install the drivers for the modem.
If the modem has a (!) mark in device manager then reseat the modem in a different
slot.
If the modem is not listed under device manager then reseat the modem.
Resolution:
Verify if the telephone line is firmly connected to the line in or modem jack of the
modem and the other end is connected to phone jack on the wall (unplug and re-plug
the telephone cable)
Connect the telephone cable to working telephone to check for dial tone.
If no dial tone is on regular telephone line check for defective cable. (Customer needs to
contact his telephone company).
Eliminate any cables or devices between the phone cable and the wall jack, such as fax
switches, splitters or extension phone cables.
Note: Reconnect the telephone line to the surge protector to protect against lightning or
electrical damage, provided the surge protector has been ruled out as the cause for no
dial tone.
In windows 9x/Me:
From modem properties-> more info tab
In windows XP
From modem properties->Query modem
If it is listed under other devices install the drivers for the modem and run
modem diagnostics.
If the modem has a (!) mark in device manager then reseat the modem in a
different slot.
If the modem is not listed under device manager then reseat the modem.
Resolution:
If no
Verify if the telephone line is firmly connected to the line in or modem jack of the
modem and the other end is connected to phone jack on the wall (unplug and re-plug
the telephone cable)
Eliminate any cables or devices between the phone cable and the wall jack, such as fax
switches, splitters or extension phone cables.
Note: Reconnect the telephone line to the surge protector to protect against lightning or
electrical damage, provided the surge protector has been ruled out as the cause for no
dial tone.
If yes (Issue with telephone line customer need to contact his telephone company).
If yes,
In windows 9x/Me:
From modem properties-> more info tab
In windows XP
From modem properties->Query modem
If no,
Check if it is listed under other devices? Install the drivers for the modem and run
modem diagnostics.
Check if more than one modem is listed, remove all the listings and then reinstall
modem drivers and run modem diagnostics
If it is not listed in Device Manager, reseat the modem card, reinstall drivers and run
modem diagnostics
If the message is “Open Com port error or port already open”, then may be the port is
being used by another telephony device and needs to be checked.
If still not able to connect, the issue could be related to browser and not with the modem
If yes
Resolution:
If modem not detected in Device Manager, check if COM ports are configured properly
Reseat the modem card in another slot and check in Device Manager
In windows 9x/Me:
From modem properties-> more info tab
In windows XP
From modem properties->Query modem
Resolution:
Check with a set of headphones and if you are able to get any sound.
Some modems have a line in and line out check if the speakers are not connected to the
line in of the speakers.
Check in the Device Manager is the sound card is listed under sound, Video and games
controller
If drivers and not installed properly it will be listed and PCI Multimedia Device under
other devices.
If installed properly go to volume control and check if playback is set under properties.
Check if it is a digital sound card if so then got to volume control -->options --> check
advanced controls tab. Enable digital output. For the sound card
Go to Device manager --> Sound and video game controllers -> -Creative PCI
properties --> Settings Change output mode from Auto sense to Digital.
Check if the default playback device is set as sound card and not wave device for
modem.
Resolution:
Check if the speaker if connected to line out of the sound card/power is turned on the
speakers.
Check if there are conflicts in the device manager (reinstall the sound driver).
Check the speaker wire and jacks if there are in tact and not bruised.
Resolution:
Check with a set of headphones/different set of speakers and if you are able to get any
sound
Check the speaker wire and jacks if there are in tact and not bruised.
Resolution:
In the My Computer window or Windows Explorer window, verify that the CD-ROM
drive is assigned a drive letter. Allow the CD-ROM at least five seconds to initialize
after the CD is inserted before accessing the drive.
Ensure that the CD-ROM and IDE or SCSI controller are recognized and properly
configured in the Device Manager.
Verify that a CD is inserted in the drive. The CD must be free of scratches, dust, or
smudges.
Verify the volume control settings are correct. (The volume is not muted).
Ensure that CD Music is set to midrange and not muted under Multimedia in Control
Panel.
Use media player rather than the CD player to determine whether audio CDs plays.
Verify that CD Audio Device is listed under Media Control List under Multimedia in
Control Panel.
Connect the speakers to the front of the CD-ROM and adjust the volume control on the
front of the CD-ROM drive.
Verify and reseat the audio cable, making sure the cable is plugged into the correct CD-
ROM drive and the sound card or motherboard connection.
Check for bent pins on either end of the CD audio connection on the CD-ROM drive
and the audio connection on the sound card or motherboard.
Resolution:
First make sure that the monitor is switched on and there is power.
Check the data cable of the monitor if connected to the video card.
Remove the data cable from the rear end of the tower and do a monitor Self-test. For
digital monitors disconnect data cable from both ends.
If the self-test works fine then check and see if there are any pins broken on the Cables.
Assuming that you monitor self test has worked and the cable pins are intact now we
open the case.
If it is AGP cards reseat it, if it is PCI cards reseat it into a different slot, reseat memory.
Resolution:
Check in the device manager if the display drivers are properly installed.
If it is an AGP card reseat it, if it is a PCI card reseat it into a different slot.
Resolution:
Use the Auto Adjust OSD option (D) to automatically optimize your display setting for
the current screen resolution setting. (This step is related to Flat Panel Monitors.)
Check for bent or pushed in pins on the video port and the end of the video cable.
Check that the video cable is securely connected to the back of the display and
computer.
Resolution:
Check the receiver’s connection. The receiver should be 9 inches (20 cm) from any
electrical devices.
Make sure the USB connector from the receiver is properly plugged into the USB port
on the computer.
Remove the batteries and verify if they were inserted with the correct polarity.
Try using the batteries in another device other than the keyboard or mouse to ensure
they are not dead.
If yes
Replace the batteries
If no
Reinsert the batteries into the keyboard or mouse making sure battery polarities are
correct
Press and release the connect button on the receiver
Within 30 seconds press and release the connect button on the right side of the keyboard
Press and release the connect button on the receiver
Within 30 seconds press and release the connect button on the mouse
Repeat steps a through d one more time
Test the mouse and verify that the mouse cursor is present and working properly
Open WordPad or Notepad and test the keyboard for proper working
Scenario: Computer does not boot, No video/Display, Intermediate issues with the
computer.
Resolution:
Verify if the computer gets power and that the power LED illuminated and During
POST.
If the computer gets no power then check if the power supply fan is spinning when the
power is switched on.
Eliminate extension cords; surge suppressors, and uninterruptible power supply (UPS)
cords. Connect the computer directly to the electrical outlet.
Try a different power cord. On some computers, the power cord for the computer and
the power cord for the monitor are interchangeable.
Turn off the computer, and then disconnect all external devices, except the monitor.
This includes the mouse and keyboard. Turn on the computer. Check if the computer
gets power.
Open the computer case, and then check the control panel connections to the case and
the wires to the motherboard. Also, search for any loose screws or connections.
Press down firmly on all cards in the computer to ensure that they are seated properly.
Press down firmly on both ends of all data cables in the computer and rock slightly to
be sure of seating. Press down firmly on all memory cards in the computer, as well as
the processor and cache.
Check if the Motherboard has any troubleshooting LED’s use them to troubleshoot and
check if the motherboard is defective.
Resolution:
Check if internal or external modem.(if external) ( follow basic troubleshooting step for
modem.
If ipconfig has an IP Address field, and it is set to 0.0.0.0, the system has not
received an IP address. This is fundamentally the same as if the system had an
Autonet IP address.
If ipconfig has an IP Address field with a non-zero IP adress, and DHCP is Enabled,
the system has a Dynamically Assigned or DHCP IP address.
If the system has a valid static or DHCP IP address, refer the customer to
support.dell.com / Dell on Call
A yellow exclamation mark (!) or a red (X) beside the network adapter entry indicates a
problem with the device or the driver. Reinstall the drivers for the network card.
If the network adapter is listed with no apparent issues, check the link light on the
network adapter.
If the color is orange or green, Ping a website to test the network adapter.
Components
Internet:
The connection from the ISP to your Local Modem
Modem:
The External Modem used by the Customer
Wireless device
The Wireless Networking Devices to connect and share internet
Driver installation:
If you do not see the Wireless Connection icon in the Network Connections folder or if
you cannot view the properties for the Wireless Connection icon, there may be a
problem with the driver installation.
To troubleshoot this issue, verify that you have the latest available driver from the
device manufacturer, and then follow these steps to start determining the source of the
issue:
Click Start, click Run, and then type devmgmt.msc in the Open box.
In Computer Management, click Device Manager.
In the details pane, double-click Other Devices and look for the wireless
network adapter. If you can locate the adapter in the Other Devices folder, a
driver has not been installed. To resolve this issue, obtain the driver from the
device manufacturer, and then install the driver.
If you cannot locate the adapter in the Other Devices folder, look in the Network
Adapters folder.
When you locate the wireless network adapter, write down the make and the
model of the adapter.
In the properties for the wireless network adapter, under Device status, verify
that this message appears: "The device is working correctly."
If the wireless network adapter is not in the Network Connections folder, there
is either a problem with the device or the driver may not be installed. In this
case, you will see an error message under Device status. You can search the
Microsoft Knowledge Base for information about the error code to troubleshoot
this problem.
Note: So once your are done with the driver installation, you will get a Icon on Network
Connection Windows and a icon on the Taskbar as below
1. Click Start and go to all programs and then Accessories and select
communication and choose the Option “Wireless Network Setup “
2. Click on Next and on the Next Screen gives a unique name as <SSID>
1. Click Next when you done and now select “setup network Manually”
1. Now click on next and finish the Wizard
Note: The following list describes the basic configuration options: • Service Set
Identifier (SSID): This setting will match the configuration of your wireless access
point or router.
If you do not have an access point, this value will be the same on all the computers that
are in your wireless network.
• Power Save: For troubleshooting, set Power Save to off or to Disabled. After the
connection works correctly, you can change this setting.
Click on start and Select run and type “ncpa.cpl” (network connection windows)
In the Network Connections folder, right-click Wireless Connection, and then
click Properties.
Note:
If you connect more than one computer to the Same Networking device (router) in order
to share the Internet then you can also share information between each other .(you have
to run the “wireless network setup Wizard in all the computer).
Wireless Tips:
1. If you will find the “setup wireless devices” option only if you install Service
pack2.
2. If you don’t find the Wireless Network tab in the Wireless network properties ,
then Start the Wireless Zero Configuration Service in Services.msc
3. Unable to go online using Wireless after installing the Service pack2 ,then check
the Device manager and update the wireless Ethernet card
4. Unable to go online after Installing the Software that came along with the
Device “makes sure that TCP/IP has been
Checked as well as QoS packet scheduler and Client for Microsoft Networks.
Once
These are checked restart the machine (optional)
5. Unable to Connect “Go to Wireless Network Properties and uncheck the
following item from there "Use
Windows to configure my wireless network settings
Resolution:
If no
If no
Disk Cleanup.
Msconfig, (disable unwanted startup items).
Defragmenter.
6. Check what the customer is using the system for based on requirement check if
the customer needs to upgrade new additional memory.
7. Check the device manager and check if there are any?,!,X.
8. Run PSA.
Scenario: “We apologize for the inconvenience message when starting windows”.
Resolution:
If yes
If no
3. Restarts the computer got to the Windows Startup Menu and select with Last
Know Good Configuration.
If yes
Disk Cleanup.
Msconfig, (disable unwanted startup items).
If no
Resolution:
If so
If no
3. Go into normal modem or safe mode and check the device manager for
5. Check if the issue could be related with any Hardware if so then run a (PC-
Doctor) diagnostic test on the device.
6. Check if the could be issues with the Hard drive, run a 90/90 test on the drive.
Scenario: “Fatal Blue Screens and Memory Dumps Entering Windows XP”
Resolution:
1. Check if the computer is able to boot previously with out the error is so then try
Last know good configuration.
2. Check if there are any hardware or software that has been added, If yes then
If yes
Else
6. Start the Recovery Console, start it from the Windows XP compact disc (CD).
7. Run a CHKDSK/R
Scenario: The system will not boot into Microsoft Windows XP Desktop.
1. Run the BIOS Quick Test or (HDDCT) Hard Disk Drive Confidence Test.
2. If the BIOS Quick Test fails, verify the error code and replace the hard drive.
3. If the BIOS Quick Test passes, remove any bootable media and restart the
system (floppy or CD).
5. Reset System Setup (BIOS) defaults and clear NVRAM on your Dell Dimension
system.
An intermittent timing issue exists with some Samsung drives when reading the
Windows 2000 SP1 and SP2 CD's. The new firmware uses an advanced retry algorithm
that prevents occurrence of the original issue. The firmware is available at
http://support.dell.com filename D9J25503.EXE.
To clear NVRAM you will need to jumper the system board to Maintenance
Mode and then reset configuration data.
Precautionary Measures
After you remove or replace parts in the system, observe the following notice
to prevent damage to the system:
Prepare to enter Maintenance Mode
Browse to the Online User's Guide for your computer.
Select your System and System Model from the lists.
Click to select Jumpers.
Locate the jumper for Maintenance Mode and note it's location and position to
be moved to.
It is recommended to print the page with the diagram for reference while
completing the action.
Points of Failure
Points of failure are any places in the computer that can cause a problem you are trying
to resolve. Each point of failure represents a possible reason why the problem occurred.
Many points of failure are the components necessary, or essential, to make the function
you are trying to troubleshoot work. For example, the power supply, AC adapter, power
outlet, power button, and system board are all necessary for the computer to power on.
If any one of these is not functioning or not connected correctly, the computer won't
have power.
CE TIP:
By testing after each isolation step, we can avoid unnecessary troubleshooting and
ensure that we know exactly which point of failure was at fault.
NO POWER
No-power problems can come from several components outside the computer.
Power outlet - The computer must get power from somewhere. Don't overlook
this. Power outlets can go bad.
Power strip - Many customers use power strips, surge protectors, or other
connectors to connect their computer to the power outlet.
Computer power cord - The computer power cord attaches to the back of the
computer.
Connections - In addition to the power cord itself, each place where the cord
connects to something is a possible point of failure. Connections can become
loose. Even cables that seem tight may not be well connected.
Portable A/C Adapter - The computer power cord and power "brick" that
attaches to the back of a portable computer.
Connections - In addition to the power cord itself, each place where the cord
connects to something is a possible point of failure. Connections can become
loose. Even cables that seem tight may not be well connected.
Port Replicator - If the portable is docked, then remove it from the station to
isolate the issue. A docking station has it's own power supply and when a
portable is plugged in to it, the computer gets power from the docking station.
Any noise, light or other activity by the computer indicates that the computer has
power. The problem is something else. You will need to probe further to define the
problem.
Non-essential POF
Below is a list of components that can cause a no-power situation even though they are
not required in order for the computer to have power.
Memory - Stores information while the computer is on. Critical for all functions
except power.
Hard Drive - Stores information on a long-term basis. The hard drive stores the
operating system (Microsoft Windows on most Dell Dimension systems). The
hard drive also stores programs and data.
Removable Media Drives - Dimension systems have one or more drives that
read data from different types of disks that can be inserted and removed from
the computer. These disks are referred to as media because there are several
different types. Some of these drives can also write data from the computer to
the media (Floppy, CD-RW, USB Flash or DVD+RW drives).
Expansion Cards - Expansion cards connect to the system board. They give the
computer additional functionality, such as sound, video, and extra graphics
processing ability.
External Peripherals - There are many devices that connect to external ports
on the computer, such as mouse, monitor, keyboard, printer, and scanner.
PCMCIA or PC Cards - PCMCIA cards are inserted in the PCMCIA slots that
are part of the system board. They give the computer additional functionality
such as, modem, networking, and wireless capability.
Mini-PCI cards - Typically these are small wireless adapters that attach to the
system board.
Modem daughter cards - These are small modem boards that attach to the
system board.
External peripherals - There are many devices that connect to external ports
on the computer, such as monitors, keyboards, printers, and scanners.
Main battery - Portable systems have a battery that allows them to work even
when not attached to an AC Outlet. However, the battery does not have to be
installed in the system for it to power on when connected to AC.
NO POST
Memory slot The memory slot in the system board must be good.
Mini PCI cards, PC Cards and Expansion cards such as modems and wireless
NO VIDEO
The following table summarizes the most common points of failure for no-video issues
and steps to isolate those points of failure.
Display When possible, swap the display with a known good display. Be sure
to test the questionable monitor on the known-good system and the
questionable system with a known-good monitor. Note the error
messages that appear on the screen. Use the monitor self test to
determine if it can display video.
Power source Try a different power outlet (swap). Remove the power strip or
surge protector.
Graphics adapter Usually the best way to determine if the adapter is the problem is by
eliminating the other components.
Reseat the adapter in the graphics port (PCI, AGP, PCI-e).
graphics adapter
Port on the If there are both integrated and expansion video, make sure the
integrated adapter monitor is connected to the correct adapter.
Display – LCD When possible attach a known good monitor to the portable. Error
Screen and messages on the screen.
External Display Use the LCD self test to determine if it can display video.
NO BOOT
Hardware
Ealry/Late Boot Process
Hardware
Hard Drive PSA diagnostics, 90/90 diagnostics, Dell 32-bit diagnostics, etc.
Nonessential
Remove nonessential hardware/peripherals and reboot.
Hardware
BOOT.ini Run bootcfg from the Recovery Console to rebuild the boot.ini.
If you are familiar with the missing or damaged file, use the
.DLL or .EXE files Recovery Console to restore it from Windows installation
media.
Startup Use msconfig and the Event Viewer to isolate the specific
Applications application causing the problem
h VA Procedure
i Privacy policy
j Dell Connect PnP & Compliance
k 3+ Caller Compliance
l Accurate Email Capture - AEC
m Dispatch
n Case Ownership
o Call Profilling
p Accurate Call Logging - ACL
q Avoided Callbacks
l Call Closed Correctly
2. In - Process
Score for Attribute # 2
Metric
Observations; b Dell Connect Applicable and followed
c Kana Email Sent as applicable
Was BTTR captured and updated when
d
applicable?
e Was APN captured and updated when applicable?
f Audix Given when applicable
g Temp Check
3. Red Alerts Score for Attribute # 10
Observations; a Professionalism (Unprofessional Behavior)
Releasing call without appropriately informing
b
customer
c Influencing E-Survey
d No Case Log
4. Csat & XPR Score for Attribute # 11
Observations; a Overall Customer Satisfaction
Customer's Satisfaction with Sutherland agent
e
(Sat=Yes)
Customer's Satisfaction with the with agent's
g
communication skills (Sat=Yes)
Was the Issue resolved as per customer(XPR)
i
(Sat=Yes)
5. Total Solutions Score for Attribute # 10
Observations; a Selling Skills NA
Agent discontinued attempt to sell after customer
b NA
denied sale
Agent sold approved list of product/services only
c NA
and appropriately addresses
d Product Disclosures NA
e GMOR and TC NA
f MOR script was read completely and accurately NA
g DPA existing account scripting NA
h DPA new account scripting NA
i DPA positioning NA
j DPA PBP (product based promotion) T&C's NA
1. What is the driver file name for the Broad Com Integrated 440x network
controller in an Inspiron 6400/e1505 Laptop?
2. How many screws are there for each internal speaker in an Inspiron 6000
Laptop?
6. What is the driver file name for the Dell wireless 1350 WLAN Mini PCI card in
an Inspiron 1150 laptop?
8. Does the Inspiron 630m have a 5-in-1 media memory card reader?
9. How many LED indicators are there in the front of the Inspiron B130 laptop?
10. How many pins does the DVI-D (Digital Video Interface) Connector have in an
Inspiron 9400/1705 laptop?
DPS#:
Case #:
Part #:
Dana Anderson called in regarding a problem with her keyboard. After troubleshooting
using DSN you find that the keyboard has to be dispatched. She says that she needs an
on site Tech to come and replace it .Set up a Service Dispatch for Service Tag #
__________
DPS#:
Case #:
Part #:
Lori Lewis with Service Tag # __________ reported in that the LCD screen in his
laptop was not working properly. After Trouble shooting you find that it is a problem
with the LCD screen and needs to be replaced. Use DSN and Dell Serv to Setup a
Service Dispatch for the LCD screen.
DPS#:
Case #:
Part #:
Gina Hampton called in saying that her laptop was not turning on properly. After
Trouble shooting you find that the Motherboard port is the Source of the problem. Setup
a dispatch for Motherboard for Service Tag # __________
DPS#:
Case #:
Part #:
Richard Brown with Service Tag # _________ called in saying that his son spilt liquid
on his laptop .Since the laptop is covered under the complete care warranty setup a
service dispatch for the same.
DPS#:
Case #:
Part #:
Reese Dillinger reported in saying her screen won’t work properly. After trouble
shooting you find that the video card inside the laptop is causing the problem. Set up a
Service dispatch for the same using Dell Serv and DSN for Service Tag# ___________
DPS#:
Case #:
Part #:
Dew James called in and said her laptop was running very slow. Using DSN you find
that the memory is the cause of the problem. Setup a Service dispatch for memory for
Service Tag # ________ as customer is not comfortable in replacing the memory
herself.
DPS#:
Case #:
Part #:
Chet Morton with Service Tag # _________ has problems going online with the
wireless on his laptop. After trouble shooting using DSN you find that the wireless card
needs to be replaced. Setup a service dispatch for a wireless card.
DPS#:
Case #:
Part #:
Biff Cooper called in saying that the USB ports in her laptop are not working. After
trouble shooting using DSN you find that it was a problem with the motherboard. Set up
a Service Dispatch for a Motherboard for Service Tag # ___________
DPS#:
Case #:
Part #:
Leo Williams with Service Tag # __________ has a problem with the screen . After
Trouble Shooting you find that the lcd screen needs to be replaced. Set up Service
Dispatch for an LCD screen.
DPS#:
Case #:
Part #:
Jim Rogers with Service Tag # _________ called in with a problem with the operating
system. After trouble shooting you find that the operating system needs to be reinstalled
and Customer does not have the installation cd’s with him. Create a dispatch for the
cd’s.
DPS#:
Case #:
Part #:
DPS#:
Case #:
Part #:
James Lipton with Service Tag # _________ reported in that his laptop was running
very slow. After Trouble shooting you find that it is a problem with the memory . Use
DSN and Dell Serv to Setup a Non Service Dispatch for Memory.
DPS#:
Case #:
Part #:
Grace Danny called in saying that her laptop was making lots of noises. After Trouble
shooting you find that the Hard drive is the Source of the noise. Setup a dispatch for
hard drive along with the installation media for Service Tag # __________
DPS#:
Case #:
Part #:
Dan Brown with Service Tag # _________ called in regarding a problem with his
wireless card. Using DSN you trouble shoot the problem and find that the wireless card
is the source of the problem. Setup dispatch for a wireless card.
DPS#:
Case #:
Part #:
Reese Dillenger reported in saying her computer won’t turn on properly. After trouble
shooting you find that the Mother board inside the laptop is causing it to not Post
properly. Customer says he is comfortable in replacing the mother board himself. Set up
a Non-Service dispatch for a motherboard for Service Tag# __________
DPS#:
Case #:
Part #:
Dawn James called in and said her adapter does not have a green light on it and using
the battery her laptop is working fine. Using DSN you find that the ac adapter is causing
the problem. Setup a dispatch for an ac adapter for Service Tag # ___________
DPS#:
Case #:
Part #:
Joyce Meyer with Service Tag # __________ has problems reading cd’s on her laptop.
After trouble shooting using DSN you find that the optical drive needs to be replaced.
Setup a Non –service dispatch for an optical drive.
DPS#:
Case #:
Part #:
Bob Evans called in saying that her laptop was working only with the ac adapter. After
trouble shooting using DSN you find that it was a problem with the Battery. Set up a
Non-Service Dispatch for a battery for Service Tag # _________
DPS#:
Case #:
Part #:
Rob Williams with Service Tag # ________ has a problem with the screen . After
Trouble Shooting you find that the lcd screen needs to be replaced but rob informs you
that he is comfortable in replacing the screen himself. Set up a non Service Dispatch for
an LCD screen.
DPS#:
Case #:
Part #:
DellServ - Exercises
1. Ray Dunlop with Service Tag # _________ called in with an error message
“No Bootable device found”. Using DSN you reseated the hard
drive to solve the problem. Log the call in Dell Serv.
2. Jim Rogers Called in regarding his Laptop with Service Tag # _________ He
wants to upgrade the memory in his laptop and wants to know his upgrade
options for the RAM. You provide the information and close the call .Log the
call in Dell Serv.
3. John Sutherland with Service Tag # __________ has a problem with his dial
up modem .After uninstalling and installing the latest driver for the modem it
is working back again. Log the call properly in Dell Serv.
4. Jewel Anderson called in saying her speakers are not working properly. After
trouble shooting, you find that the volume is muted. Log the call appropriately
for Service Tag # ___________
5. Martin Henderson Reported in saying that his video looks fuzzy on his screen.
You install the latest video driver for his laptop and issue is resolved. Log the
call properly in Dell Serv for Service Tag # ___________
6. Gina Lovelace has a laptop with Service Tag # _________ Her wireless is not
working properly and also after trouble shooting you enable the radio on the
laptop and issue is resolved. Appropriately log the call in Dell Serv
7. John Dillenger with Service Tag # ___________ called in saying his Touch
pad was not working properly. After Trouble shooting you find that it is a
problem with the driver and install the latest driver. Log the call in Dell Serv.
8. Paul Lincoln called in saying her operating system is corrupted. Using DSN
you find that the operating system needs to be reinstalled and reinstalled the
OS, DRIVERS and APPLICATIONS. Log the call for Service Tag #
__________
9. Chris Cowan reported in saying that his screen was looking very dim. Using
the FN+up arrow key combination you increased the brightness and issue is
resolved. Log the call for Service Tag # ____________
10. Matt Damon called in saying his laptop is not turning on. After trouble
shooting you finds that the power cord was not plugged properly. Log the call
in Dell Serv for Service Tag # _____________