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DELL MANUAL

DELL INC.
Dell International Services Call Center Skills Training

New Hire: Portable Handbook

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DELL MANUAL

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

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NEW JOURNAL …………


…………………………………………………………………….78
CREATING A DISPATCH ……………………………………………………………………79
SERVICE & NON SERVICE DISPATCH CHART …………………………………………..81
TOP KICKBACK HITS …………………………………………………………………………………83
DELL CONNECT ……………………………………………………………………………………….84
SOFTPHONE ……………………………………………………………………………………………87
UNDERSTANDING METRICS …………………………………………………………………………88
TROBLESHOOTING JOB AIDE…………………………...……………………………………………90
NO POST THINGS TO CHECK JOB AID…………………………………………….
……….90
VIDEO THINGS TO CHECK JOB AID ……………………………………………….………91
HARD DRIVE THINGS TO CHECK JOB AID……………………………………….………
92
DVD THINGS TO CHECK JOB AID …………………………………………………………93
CD-RW THINGS TO CHECK JOB AID ……………………………………………….…..….94
NO SOUND THINGS TO CHECK JOB AID……………………………………………….... .
95
MODEM THINGS TO CHECK JOB AID ……………………………………………………..96
MEMORY THINGS TO CHECK JOB AID………………………………………………….. .97
NETWORK THINGS TO CHECK JOB AID…………………………………………………. 97
RANDOM LOCK UP THINGS TO CHECK JOB AID ……………………………………….98
MONITOR THINGS TO CHECK JOB AID………………………………………………….. 99
BASIC TROUBLESHOOTING SCENARIOS ………………………………………………………...100
CD-ROM TROUBLESHOOTING SCENARIO……………………………………………... 100
HARD DISK DRIVE TROUBLESHOOTING SCENARIO………………………………… 104
MODEM TROUBLESHOOTING SCENARIO ………………………………………………106
COMPUTER LOCK WHEN CONNECTED TO INTERNET………………………………. 111
MODEM NOT DETECTED …………………………………………………………………..113
SOUND CARD TROUBLESHOOTING ……………………………………………………..114
INTERMEDIATE SOUND …………………………………………………………………...115
POOR SOUND QUALITY ……………………………………………………………………115
CANNOT PLAY CD’S ……………………………………………………………………….116
VIDEO CARD TROUBLESHOOTING SCENARIO ………………………………………..117
RESOLUTION/DISPLAY IMPROPER ……………………………………………………....118
PICTURE HAS GHOST OR SHADOWS
…………………………………………………….118
WIRELESS KEYBOARD & MOUSE TROUBLESHOOTING SCENARIO ……………….119
MOTHERBOARD TROUBLESHOOTING SCENARIO …………………………………....119
CABLE MODEM TROUBLESHOOTING SCENARIO
……………………………………..120
HOW TO SETUP A WIRELESS NETWORK CONNECTION IN WINDOWS XP ………..122
WINDOWS XP TROUBLESHOOTING SCENARIOS ……………………………………………….126
COMPUTER DOES NOT SHUT DOWN
…………………………………………………….127
FATAL BLUE SCREEN AND MEMORY DUMPS ENTERING WINDOWS XP …………128
SYSTEM WILL NOT BOOT TO WINDOWS XP …………………………………………...128
STEPS TO CLEAR NVRAM …………………………………………………………………129
POINTS OF FAILURE …………………………………………………………………………………131
NO POWER …………………………………………………………………………………...131
NO POST ……………………………………………………………………………………...133
NO VIDEO …………………………………………………………………………………….134
NO BOOT ……………………………………………………………………………………..135
ACP AUDIT SHEET FOR TECHNICAL ……………………………………………………………...138
ACP AUDIT SHEET FOR POLICY & PROCEDURE ………………………………………………..139
ACP AUDIT SHEET FOR COMMUNICATION ……………………………………………………...140
MIXED TOOLS SCAVENGER HUNT ………………………………………………………………..143
DELLSERV SERVICE DISPATCHES ………………………………………………………………...144
DELLSERV NON=SERVICE DISPATCHES …………………………………………………………146

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DELLSERV EXERCISE ………………………………………………………………………………..148


SERVICE TAGS ………………………………………………………………………………………..149

ABOUT DELL
Company Background

Dell's commitment to customer value, to our team, to being direct, to operating


responsibly and, ultimately, to winning continues to differentiate us from other
companies.

The Company

Headquartered in Round Rock, Texas, Dell is a premier provider of products and


services required for customers worldwide to build their information-technology and
Internet infrastructures. Dell's climb to market leadership is the result of a persistent
focus on delivering the best possible customer experience by directly selling standards-
based computing products and services. Revenue for the last four quarters totaled $47.3
billion and the company employs approximately 53,000 team members around the
globe.

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

Products and Services

Servers, Storage, Printing and Imaging Systems, Workstations,


Notebook Computers, Desktop Computers, Networking Products,
Software and Peripheral Products and many more.

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CUSTOMER PROFILE

Importance of Customer Profiles

Identifying customer profiles helps to quickly:

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

Customer Service and Support (CSS), consists of three business segments:


• Consumer CSS - (Formerly HSB, Home and Small Business)
• World Wide Relationship CSS - (Formerly Public and Relationship)
• International CSS

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.

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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.

World Wide Relationship CSS


• Includes Company Numbers: 04, 05, 06, 08, 12, 14, 15, 16, 17, 18, 23, 24, 25,
26, 27, 28, 32, 33, 34,35, 36, 38, 39, 40, 41, 42, 70, 84, 85, 86, 87, 88
• Entities such as federal, state, and local governments; colleges, universities, and
school districts.
• US armed forces and other government-supported corporations and
organizations.
• Private industry. Fortune 500, larger corporations
• Medium and Small Business

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.

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CO # 09 - Partnership Marketing - Reseller


Purchases made through QVC
Initially sold as company number 39
QVC handles all Customer Service requests
Dimension and Inspiron systems sold

Company 13: Dell Direct Store Sales (Kiosks)

Things to remember - Company 13:

• Buyer: family or student.


• Systems: primarily Dimension and Inspiron.
• Customers purchase products at Dell Direct stores which are Kiosks and Inline
stores located throughout the United States.

Company 19: Individual


In 2002, Dell began selling Dimension and Inspiron Home Systems on.
When a customer buys a computer using a Dell catalog or eBay, they are supported
under Company 19.

Things to remember - Company 19:

Dell Catalogs:

• Buyer: family or student.


• Systems: Dimension and Inspiron only.
• These customers often have little computer experience.

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Dell Sales on eBay:

• Systems: Dimension and Inspiron only.


• All customers' information is entered prior to bidding. When the winning bid is
final, it is sent to Dell for order processing.
• These customers will receive the level of support they purchased with the
system.

Company 21: WEB Business Unit


This company number is not actively used in Sales, but you may see it with older
Service Tags.

Things to remember - Company 21:

• Buyer: self-employed, or small offices under 50 employees


• Systems: Dimension and Inspiron only
• These companies usually do not have their own IT support or help desk.

Company 22: Telesales (Home Sales/ARB Transactional Sales)

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.

Things to remember - Company 22:


• Buyer: individual or company.
• Systems: OptiPlex, Dimension, and Inspiron.
• Computers are listed as "refurbished".
• Same warranty as a new system.

Company 29: Online Sales (Home Sales)

These systems are sold on Dell.com website.

Things to remember - Company 29:


• Buyer: family or student.
• Systems: primarily Dimension and Inspiron.
• Generally speaking, these customers have more computer experience than a
Company 19 buyer. They are confident enough to buy a system without talking
to a sales representative.

Company 37: Staples


This company number is not actively used in Sales, but you may see it with older
Service Tags.

Things to remember - Company 37:


• Buyer: individual or company.
• Systems: OptiPlex, Dimension, and Inspiron.
• Asset recovery for returns and refurbished systems.

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• Same warranty as a new system.

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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.

Dell Inspiron System with Service Tag on Bottom

A: Service tag and Express Service code


B: COA Label

How to find a Dell Service Tag:

In the BIOS Screen


In Support site by clicking Find my Service Tag link
Start button ->All Programs. ->Dell Accessories ->Express Service Code

Express Service Code

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.

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TOOLS

DELL’s SUPPORT SITE

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.

Sometimes Good For


Manuals may be useful for the following information, but may not be the best
resource in some cases:
Install, Upgrade & Teardown Instructions
Usage of Diagnostic programs specific to the product

Not Good For


User Guides are not your best resource for finding the following types of
information:
Troubleshooting Steps, Fixes and How-to instructions
Driver installation instructions
General information on how a technology works.

Finding System Information


Perhaps the most useful portion of the Manuals is the system documentation.
The system documentation provides a wealth of information about every system Dell
has sold.

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Specifications - describes chipset, expansion bus, processor, memory, drive


capacity, ports, and integrated components.

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.

Drivers & Downloads


The support site has drivers, patches, utilities and diagnostics that customers can
download. In most cases it is more efficient to load drivers and other files from the
disks that came with the system, but sometimes you will need the File Library because
the customer has lost the disks that came with the system, the desired file is not on the
disks, or an updated driver or file is needed.

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.

Troubleshooting & FAQ’s


The Dell Knowledge Base contains thousands of articles (how-to, fixes,
tutorials, instruction, etc.) to help customers or technicians solve nearly any problem.

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.

Frequently Asked Questions - provides a list of the most popular articles by


topic
Hints & Tips - provide links to How To articles for list of popular issues.

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Reinstall Guides - as shown previously allows users to search the knowledge


base for articles about installing software.

DELL SOLUTION NETWORK (DSN)

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.

Why Use DSN?


• DSN provides solutions to technical, policy and customer experience (CE)
issues:
• DSN provides a step-by-step guide for troubleshooting and resolving
customer problems. It makes troubleshooting easier.
• DSN is a document library of the knowledge and experience of Dell’s
technical support staff.
• Metrics prove that using DSN will improve your other metrics – for
example, your resolved call rate (ARR – Agent-level Resolve Rate).
• DSN usage creates a consistent Customer Experience, even though Dell has
technicians around the globe.
• Consistent DSN usage allows Dell to identify and solve product design
problems.
Resources Available in DSN
DSN includes many different types of documents. These are described below.

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.

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A Product Support Alert is an Engineering-submitted document


Alert written when a problem has been identified, but no solution is
available (or the provided solution is a temporary solution).
A Technical Assistance Bulletin is an Engineering-submitted
document that provides an overview of a technology, explains
TAB
new troubleshooting methods, or discusses a new industry
feature.
A Customer Care document provides instructions for internal
CC
and external customer service issues.
Policy and Procedure documents provide instructions for
PP
handling customer issues.
A Third-Party Knowledge Base document is content that does
3PKs not originate from Dell. They are often useful for
troubleshooting issues that affect Dell customers.
A Frequently Asked Question is a KB document (created in the
FAQs
form of a question) to address common issues.
A Reinstall Guide is designed to guide a user through the
RG reinstallation of a driver or other software. RG documents are
delivered through the Software Reinstall Guide (SRG) tool.
A Proactive Alerting document is for customers who subscribe
Proactive to the Dell | Support utility updates. These are typically
Alerting "pushed" to customers (via an Internet update), warning them
how to avoid problematic events.
Training A Training Information document provides instructional
Information information on new products, services, and software.

Decision Tree Layout

On the screen, a Decision Tree is divided into four sections:

• DECISION TREE INFORMATION – displays the purpose, identification


number, and dates (created/modified) for this DT. The “Friendly ID” is a unique,
searchable identifier assigned to each article in DSN.
• RESOURCES – hyperlinks to additional resources to assist you in troubleshooting.
The hyperlinked text appears in a separate window.
• DECISION TREE – troubleshooting steps for isolating a problem that may be
complex in nature, or may require advanced logic to narrow down the root cause
and ultimately resolve the issue.
• STEP INFORMATION – information on how to perform each of the steps listed
in the DT.

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DSN Usage Procedure for Agents

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.

TRAINING & DEVELOPMENT

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.

Specifically Training and Development is good for:


• Detailed descriptions of the technology of new systems
• Interactive graphics and chassis tear down
• Descriptions, specification, and support information for peripherals.
• Detailed Operating System Training
• Detailed and general information about nearly every technology Dell supports.
• Detailed information on 3rd Party software supported by Dell

Not So Good For


The resources at training and development were designed for training purposes.
It is not always the best place to go to solve specific problems on the phone. The
information tends to be detailed but general: good for understanding technology and
basic strategies, but not always good for solving specific problems.

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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)

Why is it important to use SoftPhone to transfer calls?


During a transfer, you will also be able to send messages to the next agent. If you are
receiving a call, you will be able to receive messages from the previous agent. Using
SoftPhone properly helps the whole team.

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.

How is this going to affect me?


Many of the metrics that measure your success will be generated from the SoftPhone
application. Failure to use it appropriately will result in poor metric reporting, which
will be reflected in your performance.

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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.

Benefits and Advantages


The DellConnect tool offers a number of benefits and advantages. It aims to
significantly improve these metrics:

• First call resolution (FCR)


• Customer Experience (CE)
• Dispatch/repeat dispatch (DR/RDR)
• Unnecessary parts replacement (CND)

When to Use DellConnect


The tool can help in a variety of troubleshooting situations. For example, DellConnect
can be helpful when a customer permits you to take control and:

• Is unwilling or unable to follow your troubleshooting instructions.


• Is uncomfortable in making changes to the operating system.

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

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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

On Board Diagnostics (OBD)

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.

There are two methods to start the OBD:

• Hold the Access Direct button while powering on the system

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• Choose "Diagnostics" from the F12 one time boot menu

PSA (Preboot System Assessment)

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.

LCD Built In Self Test (LCD BIST)


The Preboot System Assessment (PSA) build 3015 introduces a new test for the LCD.
This test is called the LCD BIST (Built In Self Test). The LCD BIST is only available if
the platform supports it. (Refer to the training page for the specific system.)

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.

Build 3019 and Higher


To initiate the LCD BIST on PSA versions 3019 and greater, perform the following
steps:

Boot to the PSA Diagnostics.

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.

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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.

Dell 16/32-bit Diagnostics

The Dell Diagnostics are available in three versions:


• 16-bit Diags (first Diags available on the RCD)
• 32-bit Diags
• GUI Interface

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:

• Lets you run test individually or collectively.


• Allows you to choose the number of times a test or subtest is repeated.
• Lets you print out test results, or save them to a file.
• Allows you to set limits for the number of errors detected.
• Option to run Dell Diagnostics when booting to the CD.
• The 32bit diagnostics tests are much more thorough than the 16bit version, and
generally take longer to complete the tests. The versions are similar in use, but
there are a few major differences between the interfaces, so we will look at both.

Limitations and Error Messages

Limitations of Dell Diagnostics


• The Mouse test tests movement and the left and right buttons, but not the wheel
(on a wheel mouse.)
• If the customer is running the CD test with an audio CD in the drive, it may fail
Diags.
• If the customer has a CDR or CDRW and runs the Write test with a data or
audio CD in the drive, it may fail.
• If the customer has anything connected to the ports (parallel, serial, etc), it may
fail Diags.

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• Some versions of 3Com NICs may cause an erroneous error message.


• USB may cause an erroneous error message.

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.

Diagnostic GUI Functions

Option Tabs Functionality


Performs a quick test of devices. This typically can take 10 to 20
Express Test minutes and requires no interaction on your part. Run Express Test
first to increase the odds of tracing the problem quickly.
Performs a thorough check of devices. This typically can take an
Extended Test
hour or more and requires you to answer questions periodically
Custom Test Performs a customized test only on the device(s) you select.
Lists the most common symptoms encountered, and it allows you to
Symptom Tree
select a test based on the symptom of the problem you are having.

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.

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Dell-Microsoft Media Color Coding


Windows XP Pro Navy Blue
Windows XP Home Maroon
Windows ME (Millennium) Darker Blue
Windows 2000 Pro SP3 Darker Green
Windows 2000 Pro SP2 Lime
Windows 2000 Pro SP1 Dell Blue
Windows NT4.0 Dark Gray
Windows 98 SE Purple
Windows 95 Dark Green

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.

Supported Operating Systems:


• Windows XP Professional
• Windows XP Home Edition
• Windows XP Media Center Edition

Information: This product is a "Last-effort" Factory Image restoration capability for


technical support in non-IT supported environments.

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

PC Restore is not intended to replace proper troubleshooting steps. It is a tool to use


only when it is determined that an Operating System reinstall is required. Use your

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experience and the information provided in DSN to fix the customer's issues. Failing
that, system restore provides a user-friendly way to restore the system to factory
configuration.

Be sure the customer understands:

• That his data will be lost in the restore process.


• That any programs he has installed since receiving the system will have to be
reinstalled.
• That any configuration done since receiving the system will have to be redone.

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).

Additional PC Restore Screens


If the Master Boot Record has changed from the factory, PC Restore cannot be used.
The only option at this point is to reinstall from the original media sent with the system.

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.

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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)

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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.

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INSPIRON SYSTEMS

Product Line Overview

Inspiron systems are marketed towards home users. They are diverse and available in
high-end performance systems, mid-range, and value lines.

Unlike desktop systems, portable units have everything integrated or available as


an external device. There are no (or few) optional components inside the system.
On the back it has many of the same ports that you would expect on a desktop
system.

POLICIES AND PROCEDURES

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.

Service Contracts and Technical Support

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.

Technical Support is how Dell provides customers assistance in diagnosing product


failures

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.

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Internally, Dell describes these package terms as numbers separated by slashes:

2/2/2 = 2 years limited warranty, 2 years service, 2 years technical support


1/1/1 = 1 year limited warranty, 1 year service, 1 year technical support
90/90/1 = 90 day limited warranty, 90 day service, 1 year technical support (no longer
sold)
90/90/90 = 90 day limited warranty, 90 day service, 90 days technical support

Example of How Contract Options are displayed for a Inspiron on www.dell.com

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.

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Determining a Product’s Entitlement to Standard Technical Support -


Service Tag Version

Dell’s Return Policy


For the first 21-days, customers may return new systems to Dell for a refund for any
reason. Customer Care handles refunds, but tech support plays a role in avoiding
returns. Returns of Company 09 orders placed through resellers such as Home Shopping
Network, ShopNBC and QVC must be handled by the resellers. The Total Satisfaction
policy does not apply to these orders.

In the first 21-days, tech support may offer customers:


• A New System Exchange - Replacing the customer's system with an identical
new system (requires manager approval).
• New Parts - Tech support may send customer new parts. After 21-days defective
parts are replaced with "refurbished" parts. Customers should be offered a "new"
replacement for external parts (monitor, keyboard, mouse, etc.),
• A 15 % restocking fee may be applied for the return of non-defective Dell and
non-Dell Electronics and Accessories (E&A) products within the first 21-days
from the invoice date. Customer Care takes care of this..

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At-Home/On-Site (Service Dispatch)


A technician goes to the customer's home or office to replace internal parts. External
parts (e.g. Adaptor, Hard Disk drive) are sent directly to the customer. The on-site
technician receives replacement parts the next business day following troubleshooting
(Monday if the service is set up on Friday). After receiving the part the technician will
call the customer (by Noon) to set up a time for the service call. Next day service is
subject to part availability. Service must be set up early enough to make the last
shipment of the day (around 4:30pm CST for US parts)

Mail-In (Depot) Service


Customer has to send their System back to Dell where it will be serviced and sent back
to the customer. The most commonly used DPS types in this category are Return To
Solectron (RTS), Second Day Solectron (SDS) and Solectron Special Case (SSC).

To access the site navigate to https://extranet.mem.slr.com/loginmgr/login.html

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

Parts-Only (Non – Service Dispatch)


Replacement parts are sent directly to the customer to install.
In most cases the customer must send back the defective part (at no
expense to them). Replacement parts should arrive the next business
day, but are, of course, subject to backlog. Customers may request
parts-only service even if they have an on-site or ship-back contract.

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Identifying Service Contracts and Support Obligations in Dellserv

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.

Identifying Common Service and Support Elements on the Contract Tab

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

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Pre-9/28/04 Contract Tab With Expired Service Contract Where


Technical Support Does Not Expire

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.

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Determining the coverage

Important Fields on the Contract Tab

For help determining the coverage see Table below.

DellServ Fields
Package Coverage
Svc Provider Svc Level Coverage Date Fields
At-Home Service BSC or QLX ND, or NW FLEXB
3- and 4-Year
At-Home Service with
QLX ND, or NW FLEXB Contract
Night & Weekend
Lengths
Mail-In (Depot) Service SOL RR NTEBK
Parts Only Service
DELL 1D PARTS
(Rarely Seen)
Technical Support DELL LT RESOL
Premier Warranty
DELL AT
Support

Complete Care Service DELL CC RESOL

Contracts and Their Corresponding DellServ Field Values

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Contract Tab Fields to Ignore

DellServ Contract Fields that Agents May Generally Ignore

Extended Warranty and Service Contract


The offer to upgrade or extend a warranty and service contract should be done after
resolving the customer's technical issue.

However, if a customer does request an extended warranty and service contract on these
systems, you may transfer them to the sales outsourcer.

Qualifications for an Extended Services Contract Program

Eligible Not Eligible


Valid Service Contract Expired Service Contract
Customers of Company 19,22 and
29 All other Company No's
Customers having 90 days, 1 yr,
2yr, 3 yr contract Customers on their 4th year of contract
Extension is possible but not an
upgrade

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.

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Covered Complete Care parts Not Covered - Customer or insurance


replacement or system exchange responsible
Liquid spilled on or in unit Damaged in a fire
Drops, falls and other collisions Intentional Damage (Hammer Marks)
Electrical Surges Stolen Unit
Normal Wear (doesn't affect system
Damaged or Broken Display
performance)
Accidental Breakage Cosmetic Damage

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.

Identifying if a Customer Purchased a Complete Care Contract

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.

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Additionally, when the Service Tag of a system covered by Complete Care is displayed
in DellServ, a pop-up window may appear.

Expired Warranty Support (EWS)

Limited Technical Support


− All Dimension systems, Inspiron systems, and most Dell-branded peripherals
will fall into one of the following three categories of support options:
• Technical Support without Expiration – Systems and peripherals sold
before September 28, 2004
• Coterminous – Technical Support ends when the Parts and Labor warranty
ends
• 90/90/1 – Parts and labor warranties end after 90 days, but Technical Support
continues for one year

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.

90/90/1: The Exception


Between September 28, 2004, and May 1, 2005, customers had the option to purchase a
90/90/1 warranty and service contract for Dimension and Inspiron systems. These
customers are entitled to receive 90-day parts replacement / 90-day At Home service /
1-year Technical Support.

− Customers with expired warranties are entitled to:


• Use online help from the Support.Dell.com troubleshooting knowledge base
and tools. This help does not include email or chat troubleshooting.

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• 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.

What EWS is NOT


• NOT Dell on Call – The support boundaries for the diagnostic service are the
same as a normal warranty.
• NOT premium support – Customers receive the same level of technical
support as they do with warranty support.

Who Supports EWS?


A special Expired Warranty Support Phone Queue will sell the service. They will also
troubleshoot the issue. At this time, there will be no email or chat support after support
has expired.

Procedures for EWS Transfers


The EWS queue is open 7 days a week between 7:00 am – 11:00 pm Central Standard
Time.

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.

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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.

Table 1.1 Profiling for EWS


Issue Type: Other
Category: Wrong Queue/Extension
Component: Transfer Call To
Cause: US Consumer Tech Support
Reason: EWS
Refunds
When customers request refunds for EWS, transfer them to the EWS queue. The
EWS will try to satisfy the customer. When necessary EWS agents will initiate the
refund process

Beginning of Each Call

On every call, you will do the following steps:

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.

Determine Support Entitlement. Set expectations by telling customers that


you are checking the warranty status. Their warranty entitlement will be found on the
DellServ Contract tab.

When Customers No Longer Are Entitled to Technical Support

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When you determine that the customer is not entitled to technical support:

• Explain the warranty status to the customer.


• Explain the options. Customers may get self-help support from the Dell website
or they may purchase EWS.
• Answer limited EWS questions. Try to transfer customers to EWS for any
questions about the service. Sometimes you may have to answer some limited
questions about the service.
• Ask if customers are interested in more information about EWS.
o If they are not interested in EWS, try to end the call.
o If they are interested in EWS, set expectations and transfer the customer.

Verifying Authorization (VA)

It is required for agents to attempt to perform the VA (Verifying Authorization) step


on every call. If VA cannot be completed, agents may still help the customer, unless the
actions required involve any of the following:
• Altering or destroying any data on a system.
• Creating any dispatch for parts or service.
• Assisting callers with a BIOS or OS password issue
• Disclosing any customer information to the caller
• Providing remote assistance via Dell Connect

Procedure

To complete a VA,

 The caller has to provide one piece of customer-centric information (Customer


no. screen or Order no. screen) and one piece of Dell-centric information which
should match with the information in a secure field in the DellServ.
 The caller has to provide all the Customer-centric information which should
match with the information in a secure field in the DellServ (Customer no. screen or
Order no. screen).

Customer-centric

 First and Last Name (or Company Name) on account


 Phone Number
 Address

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 Zip Code

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).

Changing the customer's name, address, phone number, or email address on


the Service Tag Screen, does not update the customer's account information.
To update account information, advise your customer to complete the online
account information change form

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).

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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.

DellServ NOT Available

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?

Suppose a caller needs:

• 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.

Checklist for Dispatches

• Was correct DPS Type used?


• Is the system covered under a valid service contract?
• Were Authorization (VA) and Dispatch Information (VDI) completed?
• Was the area code checked with the Customer and matching with Zip code?
• Was all the troubleshooting documented and DSN followed?
• Were the required approvals obtained?
• Was APN, Service tag & System model in the Vendor Comments?
• Were CTS Policies followed?

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• 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?

Main Dispatch Types

Non-Service Dispatch Service Dispatch

A technician comes to the


Dell sends a part or
customer's site OR a
product.
portable system is shipped
to a depot.
Often the old part
is sent back to Dell
Often the technician ships
by the customer.
the old part back to Dell.

Does the Issue Require a Service or Non-Service Dispatch?

The Parts List within DellServ and at RSL Online will indicate if the item is a:

• Customer-Replaceable Unit (CRU) which a customer can replace by


themselves, or a
• Field-Replaceable Unit (FRU) that needs a technician to replace it.

DPS Types

Top of Non-Service Service


Form
DPS Type NBD/NDQ/
EXG POS SHO
Bottom of etc.
Form
When to Replacing Peripherals Replacing internal parts Replacing items Replacing
Use? within first 21 days. for parts-only system that are verified to internal parts
warranty or bypass of be missing from an when system
onsite warranty. original order, (i.e., has onsite
item shows on the

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Replacing Software Replacing peripheral original order but warranty


Media. parts on a system in was NOT shipped). coverage
warranty outside Bottom of
first 21 days or sold as Form
refurbished.

Replacing Whole System


Units or any Dell Product
that contains a Service
Tag (i.e. Printers,
Projectors, PDA's, MP3’s,
and Wireless Routers).
Replacing Dell E&A
Parts during the 21-day
exchange period.
Replacing parts on non-
system orders that cannot
be reasonably tied to a
covered system.

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)

SRCD (Software Recovery CD)

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The Software Recovery CD (SRCD) set is a set of CDs used to restore a


customer’s software installation to the original factory image. * The SRCD set is
typically used to assist customers in recovering from software corruption when manual
methods of software recovery have failed, and the hard drive has not failed. The image
used for the SRCD set is identical to the image for a factory imaged hard drive (FIHD).
In fact, when the imaging facility makes an SRCD set, they first image a hard drive, and
then copy that image to the CDs. SRCD sets consist of 1-5 CDs, depending on how
much and what type of software was purchased with the system.

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

Dell-Branded Media Replacement Policy

 Dell-branded media is defined as any media manufactured by Dell and having a


Dell part number or logo located on the media. Other media sent with the unit,
such as Microsoft Office, are not Dell-branded.
 Do not transfer or refer the customer to Microsoft, Dell Customer Care, Dell
Sales, or Spare Parts to obtain Dell-branded operating system or resource
media. This includes customers with expired service contracts.
 Sending Dell-branded media does not require approval. If the system is no
longer in warranty, replacement of the Dell-branded operating system and
resource media requires approval for "Customer Satisfaction".
 Customers reporting lost or missing media may have just misplaced it, and
should be encouraged to locate it. However, do not deny service for lost or
missing media.
 The replacement Dell-branded (OEM) operating system media will not include a
Certificate of Authenticity (COA) label.
This policy does not include royalty-based software (e.g., Microsoft Office).
 Windows upgrade media is not covered for replacement under this policy. Only
Dell-branded operating system and system resource media is covered for
replacement under this policy.

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 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.

Choosing The Correct DPS Type


Flextronics
(Solectron) DPS
Service Type CTS DPS Type Type
In Warranty Return to RTC — DellServ should default to this type
Depot based on the system service contract RTS
SDC — DellServ should default to this type
Second Day Depot based on the system service contract SDS
CCC — Must be chosen manually and
should only be used if the system has an
Complete Care issue covered by Complete Care CCT
CTC — Must be chosen Manually and
should only be used if the system has a
parts-only service contract, but the
Depot Parts Return customer needs depot service. CTS
Special Depot Repair CSC — Must be chosen manually SSC
Time and Materials Depot
(Out of Warranty) O2C — Must be chosen manually O2S

• 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.

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• 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 handles the following:

 Payment, collection and issuance of Portables depot repair or out of warranty or


non-warranty issues.
 Payment and collection for out of warranty dispatch types left in AUT status
by corporate and small business agents.
 Payment, collection and issuance of out-of-warranty/non-warranty service for
Dell Axim PDA's, TV's, and DJ MP3 players.
 Depot repairs that have been deemed "billable" (non-covered) issues by the
repair depot.

The OWR Depot Services team does not handle any of the following:

 Status of depot repairs.


 Troubleshooting for any hardware - L1 Agents must perform DSN (or best-
effort if DSN is down) troubleshooting prior to contacting Depot Services, and
note the specific diagnosed failure(s) in the call log.
 Extended Warranties are handed by the Extended Service Sales.
 Spart Part are handled by Spare Parts Sales.

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:

• Consumer: Monday through Saturday - 8:00 A.M. to 8:00 P.M., Central


Standard Time.
• Corporate/Small Business - Monday through Friday - 7:00 A.M. - 6:00 P.M.,
Central Standard Time.

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.

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Agents should use this script:

"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 (Solectron Special Case) is designed to be an exception to be able to send a


system into the depot that was originally sold with a Next Business Day onsite service
contract or for any other special circumstances that may arise with a customers system.
An SSC is basically an Out of Warranty Depot type that Dell pays for instead of the
customer.

When to issue 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.

When not to issue an SSC

If a customer with an onsite service contract refuses to troubleshoot, a best guess


dispatch should be made instead of issuing an SSC. A best guess dispatch includes
consulting with an L2 and obtaining approval. A customer should not be forced to
send their system into the depot because they are unwilling to troubleshoot as this could
negatively impact the customer experience.

Is Approval required for SSC Dispatches?

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.

SSC dispatches will be monitored for compliance by departmental or site dispatchers,


Offline Tech Review (OTR), or through other agencies.

TECHNICIAN REMINDERS

When setting up Return to Depot dispatch types in DellServ, here are a few helpful
reminders.

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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:

o RTS & RTC: In Warranty, Return to Depot


o SDS & SDC: 2nd day depot repair

3. The following DPS types must be chosen manually, according to policy:

o CCT & CCC: Complete Care Contracts


o CTS & CTC: Depot Parts Return
o SSC & CSC: Special Depot Repair
o O2S & O2C: Time and Materials

4. If agents need to communicate information to the Depot when creating a


dispatch, the comments need to be added in the Comments To Service
Vendor screen.

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.)

7. To prevent service delays, instruct customer to remove all CRU


components. An exception to this would be if a CRU is possibly involved in
causing the issue.

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.

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Dispatch – Setting Expectation

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

Dell-branded part 3 – 5 days 3 – 5 days


SHO
E&A part 3 – 5 days N/a

Dell-branded part 3 – 5 days 3 – 5 days

SRCD N/a 3 – 5 days

E&A part 3 – 5 days N/a


EXG
Desktop / Portable 5 – 7 days 12 – 15 days

Printer 5 – 7 days 3 – 5 days

Router, PDA, MP3 5 – 7 days 3 – 5 days

Dell-branded part N/a 2 – 3 days


POS
Factory-Loaded HDD N/a 3 – 5 days

Service Dispatches
DPS Type Item Description New Used

Internal parts N/a 2 – 3 days


NBD, NDQ, etc
Factory loaded HDD N/a 3 – 5 days

Authorized List of Generic Certificate of Authenticity Numbers

Microsoft has provided Dell with a list of Authorized Generic Product ID


numbers for "qualified" Dell customers in the event the original Product ID is
misplaced or cannot be located. The qualifications for Dell customers are below.

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

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(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.

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Certificate of Authenticity (COA) Replacement Procedure


For Microsoft® Operating Systems, Dell provides a label on the computer chassis
containing two items:
• The Product Key or PID, usually 25 characters.
• The Certificate of Authenticity (COA) Number, 14 digits.( This will be
located on the sides of the tower.)

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.

It is important for technicians to know when it is required to log a COA number,


and when it is not required. It is crucial to properly identify the root issue by logging it
in the Dell Internal Comments

• 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

• Procedure for End-of-Life COA Replacement


Stock has been depleted for End-of-Life (EOL) Windows 98 and Windows NT COA
labels.

Hard Drive Data Recovery Procedure


Dell's Service Agreement does not cover data recovery. In the event that the
customer experiences a hard drive failure and wishes to recover data from the hard
drive, Dell has identified the following data recovery service companies that they may
utilize, at their own expense, without compromising the warranty on their hard drive.

Ontrack DriveSavers ActionFront Data Recovery Labs


(866) 335-5603 (800) 440-1904 (800) 563-1167
http://www.drivesavers.com
http://www.ontrack.com/dell/ / http://www.actionfront.com/dell

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**Don’t Discuss Cost with the customer**


• Ask the customer to call back for the replacement of the hard drive once
the data has been recovered and sent back from the recovery center so that.
Resource vs. Reinstallation CD - Comparison

• The Recovery CD is now referred to as the Reinstallation CD, and is


used for reinstalling the customer’s Operating System.

The Resource CD contains drivers.

• 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.

• Replacing a Reinstallation CD does not require a COA label to be sent,


except in the case of Operating System swaps.

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• OEM Operating System Support Scope Matrix

OEM In-Scope Responsibilities for Core Agents Out-of-Scope Issues


Operating
Systems
Reinstallation Reinstallations back to "factory Reinstallation services beyond
condition" only, using these methods: restoration back to factory condition:
PC Restore - Walkthrough, including access Spyware or Virus Removal - This can
to restore points created with Ghost 10. be done to prevent a reinstall and
Clean and Repair Methods of manual associated data loss.
reinstallation - Walkthrough, ensuring that Parallel Method of manual
drivers, factory-installed software and reinstallation - This should only be
service pack are properly installed. appropriate when enabling data
backup or recovering from virus
infection. As of 7/24/06, this is
also out-of-scope for Dell On Call.
Retail/Third-Party Application
Software - reinstallation

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 column.  Confirmed virus or spyware infection.
Recent addition of non-Dell hardware
or software.
Usage of non-Dell hardware or
software.

OS Service Supported for all systems meeting the None.


Pack & hardware compatibility list.
Updates

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Settings All settings questions, including: None.


Questions Dell-Supplied Drivers for factory-installed
hardware.
Basic functionality of all factory-installed
hardware, including storage and I/O ports.
Screen resolution.
Desktop, Folder, and Control Panel
appearance.
Multimedia settings (Sound, and Video).
Multiple users.
Multiple monitors.
Power management.
FastBoot enable/disable.
Autoplay.
Adding/removing Windows components.
Usage Basic how-to explanations, step summaries, Advanced explanations and
Questions and walkthroughs averaging three clicks (the walkthroughs requiring more
below lists are common examples and not than three clicks for the "built-in"
comprehensive listings): applications and operating
"Built-in" applications: system functions.
Media Player
Internet Explorer
Outlook Express
Movie Maker
Functions:
User Profiles
Fax Console
Administration
Maintenance/Scheduled Tasks
Defrag
Scandisk
Back-up
Security Windows Firewall File/Share Security
Questions Internet Explorer Security Settings Encryption/Public Keys
SmartCard Support Group Policy

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Operating Systems and Application Software Support Policy

Procedure for Determining Scope of OS Support Needed


For factory-installed (or OS-Swapped) Operating Systems, agents should make
sure that they understand the customer's support needs, then check the Factory-Installed
Operating System Support Policy for determining whether that support is considered
free (L1) or fee-based (out-of-scope). The matrix is organized by topics such as
networking support, OS configuration, and OS usage.

• When should you send an SRCD?


• After other troubleshooting options have been exhausted
• After System Restore (where available)
• When the system's Operating System is hopelessly corrupted, but the hard
drive is functioning within normal parameters
• When an OS swap has been authorized for the customer
• Follow normal OS swap procedure and replace HDD part number with SRCD
part number.

Media Reduction Initiative

The Media Reduction Initiative (MRI) is a program designed to eliminate the


expense of including these items with every new Dimension and Inspiron:

• CD media that most customers will never need


• Paper copies of documentation that will now be included as .pdf files on the
customers' hard drives

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.

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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:

• Dimension systems (except XPS) - Nov 17, 2004 - Oct 16 2006


• Inspiron systems - Nov 22, 2004 - Oct 16 2006

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

A number of technical support processes will be impacted by this change for


post-MRI Dimension and Inspiron systems if the system did not include the On-Drive
OS Media burn application or if the customer had problems with it (or, in the case of
hard drive failure, never made their backup CDs):

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).

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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.

Agents assisting customers with Hard Drive replacements or OS Reinstalls for


Dimension or Inspiron systems must determine whether or not the customer has their
backup media, and should consider the procedure differences in case the customer does
not.

Driver Reset Tool

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.

Driver Reset takes advantage of the Windows Management Interface (WMI)


that is native to the XP operating system. This feature will interrogate the PC system to
identify the hardware installed and device drivers associated with that hardware
including the vendor ID and rev level.

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.

Driver reset is....

• Technical support troubleshooting tool


• Resets to a working version of the most recently installed driver.
• Resets to factory installed drivers if no updates were made post FI process in
the field.

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How do I launch Driver Reset?


• Start -> All Programs -> Dell Accessories -> Driver Reset Tool
• Start -> Run C:\dell\utilities\driver reset\

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.

Product Safety Policy and Procedure

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.

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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.

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• The Summary line must read:


****Capture – Product Safety****
• The Problem section must also include:
Capture Cost Center # 292-84691
• Verify the Item to order screen to ensure the capture return air bill part is listed
(this will be an automated feature in DellServ; if the air bill does not auto-
populate in the Items to Order screen, manually enter the appropriate return air
bill)
Capture return air bill: 5314R
• Let the customer know the system or external component is being replaced.

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.

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Deciphering Part Types and Descriptions

Decoding the Abbreviations

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

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Recommended Spares Lists

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.

Column Title Description


Copy Clicking the icon copies the part number to the clipboard.
Part Num Part Number
Functional Desc. Plain-English description of the part
Item Master Desc. The description used in DellServ and MIS
1 indicates the part is available for four-hour dispatches.
4HR
0 indicates that it is not.

CRU 1 indicates the part is a customer-removable unit (portables).


0 indicates that it is not.

FRU 1 indicates the part is a field-replaceable unit (on-site service).


0 indicates that it is not.

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.

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# Procedure

Click Parts BOM on the RSL left menu.


1
RSL opens BOM in a new window.
2 Type the part number you want to BOM in the Part Number: text box.

Choose the direction you want to BOM.

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 on Call Support Policy and Procedure

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.

Support offered by the Dell on Call includes:

• Spyware & Virus infection


• How to Questions with many common application suites
• For detailed list logon to www.dell.com/delloncall

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-branded Hardware Support Policy and Procedure - CHWS


• Factory-Installed Operating System Support Policy and Procedure - CHWS
• Factory-Installed Software Application Support Policy and Procedure -
CHWS

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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.

Dell on Call is available in different packages to fulfill customer needs.


NOTE: Dell On Call is a separate service from Dell warranty and service contracts.

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.

Top of Form Bottom of Form


Dell on Call IS: Dell on Call IS NOT:
Fee-based support Free support

Support for Spy ware and Virus Infection Support for factory-installed Hardware.

For US Customers For customers outside US

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:

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The customer may contact the vendor or go online (www.support.dell.com) for a


third party product.
The customer may be transferred to the Dell on Call for fee-based support if the
issue is in scope for Dell on Call. (Logon to http://www.dell.com/delloncall) for the list
of issues supported by Dell on Call)

Customer Experience: Never use the words "I do not support...” instead, provide the
customer with options for support.

Scripting for Out-of-Scope Support Options Including Dell on Call

Transfer of Ownership Policy and Procedure

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:

• The original owner may sell the system or give it as a gift.


• A Dell employee may purchase system(s) for family members.
• The system was purchased outside the US and relocated to the US.

There is an ownership transfer form available to customers on Support.dell.com


(Order SupportAccount Maintenance) that they may use to update ownership of the
system.

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

EFL provides a complete resolution for customers:

For ownership issues, Inbound agents work to ensure quality resolution to all
customer issues.

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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.

Case Ownership Background and Policy

Previous versions of this document defined ownership as a procedure used only


for issues requiring multiple customer contacts. CHWS now define ownership using a
broader view: For customer issues that Dell supports, Dell - and every agent - owns
every issue through to resolution. CHWS have changed the way ownership is managed
when issues cannot be resolved on a single call.

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.

Proper case management is of crucial importance to the new method for


managing ownership. Ownership and case management consists of four elements:

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 several tools for case management:

• 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.

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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

Severity Levels for Assigned Cases


The severity levels defined below are used when assigning Open Cases to the Outbound
team:
Sev.1 - Urgent issues requiring callbacks (OS Reinstalls)
NOTE: The service level for Sev.1 callback is within 24 hours.

Sev.2 - Basic issues requiring callbacks (default choice in DellServ)


NOTE: The service level for Sev.2 callback is within 48 hours.

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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:

• Blank hard drives


• Dispatches including software media

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:

• Blank hard drive sent


• Software media sent
• Part sent requires customer to open case or use screwdriver
• Customer indicates that they will need assistance
• Issues that are non-intermittent and have been resolved without a dispatch.

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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.

Every person who purchases a Dell system is assigned a customer number so


that Dell can keep track of what purchases they make as well as what services need to
be issued for them. DellServ tracks all of that information ranging from how they paid
for their purchase all the way down to the type of cable they have on their CD-ROM
drive. With DellServ, you can access this information to help with the troubleshooting
process.

Introduction to Case Management

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

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number makes for a better starting place for you and the customer and also saves time
searching for any previous call logs.

New or Existing Case


When a customer calls in, how is the decision made to open up a new Case or
use an existing Case? The first way this can be determined is to ASK the customer if
they have called on this issue before. Verify if the age of the case is less than 60 days.
If less that 60 days, then an existing Case will need to be reopened. If they have never
called in on an issue or tag or the case for the issue is more than 60 days old, then a new
Case will need to be opened.
Another way to decide if a new Case needs to be opened or an existing one
reopened is to review any existing Cases. Existing Cases can be reviewed quickly by
reading the summary line. If an existing Case were found then it would need to be
reopened.

DellServ Call Profiling

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

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profile/reason code alone may not provide sufficient information to subsequent


technicians. Profiling of calls should be done per the root cause of the customer's issue
as best determined by the agent.

Multiple Issues on the Same Call


If the customer has multiple issues in a single call, you must document each
issue in a separate case. Do not document all the issues on a single call under one Case.
Profile for Dell on Call Issues - Transfers and Declines

Issue Type Hardware or Software (depending on the issue)


Category (Specific to the Hardware or Software)
Component (Specific to the Category)
Cause Dell on Call
Declined Fee Based Support
-or-
Reason
Transfer to Fee Based Service
(depending on customer's choice)

Profile for Company Numbers Not Supported by Your Queue

Issue Type OTHER


Category Wrong Queue/Extension
Component Transfer Call To
Consumer
Relationship Consumer Sales /
Cause Care Canada
(ACS/AES) Tech Support Relationship
Sales
Portable
Desktop Desktop Consumer Tech
Portable Dimension SRS Other Support
Reason
GTS XPS Other Relationship Care
Other Inspiron XPS (ABU) Other
Other

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Profile for Customer and Technical Escalations

This profile is reserved for the use of Resolution Specialists’ (L2), Service Leaders
(Managers) and EOD (Resolution Center) Agents.

Issue Type Other


Category Escalation
Component Internal Caller
Cause (pick from the list)
Reason (pick from the list)

Profile for Status Calls

Use this profile when a customer or onsite technician calls in to check the status of a
parts-only or onsite service call.

Issue Type Other


Category Tech Service
Component Tech Service
Cause Status
Reason Status

Profile for Customer Disconnected After Giving Service Tag Information

Issue Type Other


Category Customer contact
Component Customer contact
Cause Cust Disconnected
Reason Cust Disconnected

Profile for Missing, Wrong or Damaged Issues

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Issue Type Customer Service


Category Customer Service Phone
Component Missing, Wrong, Damaged
Cause (pick from the list)
Reason (pick from the list)

Profile for Outbound Calls

Use this profile when making an outbound callback to a customer.

When profiling these types of calls, select the following options from the DellServ call
profiling menus:

Contact Type Outbound 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:

Issue Type Other


Category Call
Component Call
1st (or 2nd) Attempt to Call Cust No
Cause
Answer
1st (or 2nd) Attempt to Call Cust No
Reason
Answer

DellServ - Getting Started

Setup and Logging In

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.

Table 1: DellServ Login

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# Setup and Logging In to DellServ


1 Open DellServ in a web browser
2 The DellServ login screen will come up
3 Input your User ID and Password
4 Select the appropriate Country from the Country drop-down list.
5 Select the Logon button or hit Enter
The Main Menu Should be displayed on the left side of your screen
6
and a warning message will appear in the main DellServ window.

NOTE: All Actions/entries transacted through DellServ are subject


to review by Dell's internal Audit and Fraud personnel or authorized
agent(s).

Basic Navigation Tips

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

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shortcuts launched in your DellServ window.


To avoid this, in IE, click on Tools >>
Internet Options >> Advanced. Uncheck the
option Reuse windows for launching
shortcuts.
Clicking on the Launch to DSN hot link will
DSN
launch DSN in a separate window.
DellTech is a hot link on many windows.
DellTech Selecting the DellTech hot link will launch a
new window.
There will be times when the technician may
wish to run multiple DellServ windows; the
Two DellServ Windows technician may have to refer back to Service
Tag information prior to completing a
Journal entry on a Case.

Figure 1: Basic Navigation Tips

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First Time Login to DellServ

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

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Service Tag Header:

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.
Addres
s
System
Model

Caller’s Name

Caller’s Email
Phone
No:
Service Tag Company No:
Header

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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.

Examples of Good Summary:

• No Post / No Video after adding Printer


• Stop 0XOE 0000007 Error while starting Windows XP

Examples of Bad Summary:

• Modem not working


• System not working

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Caller’s Name

Status of Case

Caller’s
Phone

Caller’s Email

Case
Header

List of All Cases

List of all
Components
Details of
Contract
Customer Order
Details

Create a New Case

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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.

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Steps for Creating a New Case:


• Click on Create New Case
• Fill the Contact, Phone and Email in Case Header (All these information are
for the Caller calling in for the issue)
• Change the State and Status of the Case to Open / working.
• Type the Exact issue in the Summary Line
• Under Create New Journal Tab, select the Contact Type as Inbound Call.
• The caller name, email and phone details will be auto populated from the Case
Header
• Select the Call profile according to the issue (Refer : Call Profiling)
• Problem Field will be auto populated based on Summary Line.
• To complete the documentation, select the Call type as DSN and the DSN will
open in the same DellServ window. Search for the issue and click on complete
case after all troubleshooting is done. Copy and paste the DSN log in
Description field. If any additional information has to be added, please add it
in the description field.
• Complete the Solution field by entering VCI if done, and exact resolution for
the issue.
• After entering all the details we need to click on Submit New Case.

Inbound Call
Update Caller’s
Name, Phone and
Email

Exact Issue the


Customer is facing

DSN Log and


Additional
Comments
Solution that fixed
the issue and
Abbreviations like
VCI/ VDI
Profile based on the
Issue
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New Journal:

When a Case already exists for the same issue with the age less than 60 days, create a
Journal.

Steps to Create a Journal:

• Select the already existing Case.


• Click on Create New Journal
• Confirm / update the Caller name, Phone and email address in the case header.
• If the profile is different, change the profile by clicking on Reset profile (Most
cases the profile will be same).
• Add the DSN troubleshooting in Description Field.
• Complete the Documentation of PDS Fields.
• Click on Submit.

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Update Caller name, Phone number and Email Address

DSN log for Troubleshooting Steps

Click Submit

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Creating a Dispatch

Dispatches require both VA and VDI.

Prior to beginning a dispatch, agents must ensure that Authorization Verification


(VA) has been performed. Having done so, agents will now be able to freely prompt the
caller with DellServ contact information, simplifying this Dispatch Information
Verification process. Agents will also have completed troubleshooting and their Case
Journal, which will return DellServ to displaying the Service Tag (or Order) and Case.

Agents must also complete Dispatch Information Verification (VDI) for every
dispatch. This ensures that the dispatch contains correct address and contact
information.

Agents should follow these steps to perform VDI:

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.

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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".

Agents should not change address fields in the Address->Ship to Address or


Address->Dispatch Information screen (whichever is active). If changes are needed,
agents should return to the Service Tag and make changes on the Tag Header.

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• Service and Non-Service Dispatch Status Chart


Service Dispatch Status (Onsite) Non-Service Dispatch Status (Parts Only)
AUT Authorized status - The DPS is in ISS Issued status - The DPS is in the
the system system
PND Pending (awaiting to be dispatched PND Pending (awaiting to be dispatched or
or awaiting further awaiting further information/updates as
information/updates as noted by noted by dispatcher)
dispatcher)
DSVI Transmitting to Service Provider ORD Order (The DPS has been dispatched
and the Exchange Order number is
generated.)
DSP Dispatch (service provider received RCV Received (part was returned to Dell)
call)
SAK Service Acknowledgement – DSP RCVCPR Received Partial Order returned
received call but no parts at this
point.
LAK Specific to service calls that RCVCP Received Complete (all parts are
engage UPSLG (SONIC) where a verified as being at Dell)
part is ordered. Appears just before
the ACP posting.
ACP Specific to calls that engage VEROP Verifications pending for credit orders
UPSLG (SONIC) This status being created.
shows Sonic’s acceptance of the
part request from Dell.

ORD Order (the Exchange Order CLO Closed – Call complete


Number is generated at this point,
Dell received confirmation from
the service provider)

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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.

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Top Kickback Hits

1. VA/VDI not done


Don't forget to add "VA/VDI done" comment in the solution field of DellServ.

2. Monitor Serial no.


Monitor serial no. should be logged in the dell internal comments when you do a
monitor dispatch, also reconfirm it with out fail.

3. Wrong DPS type


• MRI kit goes as EXG used.
• Windows XP CD should be sent as EXG for newer systems.
• Choose proper DPS type for systems with in and outside total satisfaction
period
• Choose proper DPS type for Monitor tied and non-tied dispatches

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.

5. Improper case logging in DellServ internal comments


Listed below are the Special characters that should not be used in dell internal
comments, which will lead the dispatch to get in to PRB status
• ~ Tilde symbol
• ^ Carat symbol
• | Pipe symbol
• ` Accent symbol
• {} Braces symbol
• [] Bracket symbol
• <> Less than/ Greater than symbol

6. Address/ Area code mismatch


Confirmed shipping address should be updated both in more info and dispatch
screen of DellServ. If the customer has more than one address, you should remove the
other one, which is not going to be used.

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7. Wrong Part selected


• No part can be sent along with FIHD or SRCD
• No part can be sent along with a monitor dispatch
If you want to dispatch another part in both the above scenarios, you have to do
it in a different dispatch by creating an outbound log with in 1 hour by the same
technician.

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.

Login screen of Dellconnect from agent’s end

Modes

Dell Connect 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.

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Dell Connect 2.0 Support Tools

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.

Diagnostic Info Requests specific diagnostic information from the customer's PC.

Transfers screen-sharing session from one representative to


Session Transfer
another (if configured).
Allows the representative to invite another representative to view
Invite to Session
or assist with the session (if configured).
Dell Connect 2.0 will install as a service on the customer's PC. (if
Run as a Service
configured)

Push URL Pushes URL to customer's default browser.

Activates the Pen tool for drawing on the customer's desktop.


Pen Mode
To draw: Click, hold and drag the mouse.
Activates the Highlighter tool for highlighting on the customer's
Highlighter Mode desktop.
To highlight: Click, hold and drag the mouse.
Activates the Arrow Stamper for directing the customer with
Arrow Stamper
arrows on the customer's desktop.

Preferences Reveals Viewer preferences.

The tool is configured for a maximum of 5 concurrent Dell


Multi-Session
Connect 2.0 sessions.

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Establishing Dell connect with the customer

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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)

Call status codes:


R stands for ringing and shows there is an incoming call on this line.
H shows the phone line is currently on hold.
A shows the active phone line.

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

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Understanding Metrics

Name General
Meaning
Abbreviation Goals

The percentage of customers who rate themselves as


%SAT satisfied with the service they have received from Dell 70.3%
when filling out an e-survey.

Measures how closely you follow your schedule (shift


Adherence 100%
start, breaks, shift end, etc.).

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.

The average time spent in "wrap" mode between calls


Avg Wrap 5 min.
(logging or dispatching).

Measurement of time spent taking calls or being


Billable Utilization
available to take calls. (Long breaks, long wrap times, 76%
(BU)
etc., will reduce this score.)

Calls The number of calls taken. --

Measures adherence to the requirement of logging calls


Call Logging 100%
in DellServ.

Dispatch Rate Percentage of calls taken which result in a dispatch. 24%

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Measures adherence to the requirement of using DSN


DAR 100%
for troubleshooting.

Measures adherence to the requirement of using DSN


DSN Usage (DSN) 100%
for troubleshooting.

Measures the percentage of people who answer "Yes"


in response to the question "Do you consider your
problem resolved?" (when filling out an e-survey).
External Problem
75%
Resolve (XPR) NOTE:
A related metric called "One Call XPR" measures
the percentage of people who answer this question
"Yes" and who have only contacted Dell once on
the issue.
Repeat Dispatch Rate at which your dispatches are followed with another
8.6%
Rate (RDR) dispatch (for any reason) within seven (7) days.

Measures the percentage of calls answered within 2


Service Levels 85%
minutes of the customers hitting the queue.

Time to Dispatch Measures your accuracy in setting up parts and on-site


--
(TTD) services.

Measures the percentage of calls answered that you


Transfer Rate --
transfer to other queues or departments.

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TROUBLESHOOTING JOB AIDE


Always start with information gathering. This fact gathering is extremely
important in helping you focus your troubleshooting.

No Post Things to Check Job Aid

Things to Check

Always start with information gathering. (Troubleshooting Questions) This


fact gathering is extremely important in helping you focus your
troubleshooting.

• 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.

• IF the A.C adapter indicator is lit then:


1. Run PSA test.
2. Remove FRU'S one by one and turn on the Portable every time to rule out the
failure in that component
• Memory
• Hard Drive
• MiniPCI Card
• Module Bay Device
• Primary Battery
• Keyboard
• Modem
• Bluetooth Module
• Personal Computer Memory Card International Association
(PCMCIA) Cards
• Any external peripheral attached to the system such as mice,
keyboards, printers, etc.
• Check for flash codes to determine the failed component.

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Video Things to Check Job Aid

Things to Check

Always start with information gathering. (Troubleshooting Questions) This


fact gathering is extremely important in helping you focus your
troubleshooting.

If the customer is booted to the Operating System, check the following:


Check the Device Manager to make sure there are no driver conflicts.
If a conflict exists, remove the device and reinstall the driver.
If a conflict does not exist, move on to the next step.
Check the Settings tab in the Display Properties

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.

No Video could result from a No Power or No Post issue. In Order to isolate the issue
press Num lock or Caps or Scroll lock key.

1. If there is no response and also if there is no Power on indicator then the


issue should be treated as No Power.
2. If there is a no response from leds but the Power On indicator is lit then the issue
should be treated as No Post.
3. If there is a response from the Lock leds but there is No Video then following
trouble shooting step should be performed.

No Video :{ Remove any Docking Stations if present}

1. Connect the AC adapter directly to the system after removing the battery.
2. Restart the system.
3. Run PSA and check for the error codes. Perform LCD Bist.
4. If PSA passes the test try to boot through SAFE MODE and install Driver.
5. If System does not boot thru SAFE MODE then the video card is faulty.
6. Check display on an external monitor if available .Press Fn and F8 for the
display to appear on an external monitor.
7. Reseat the video card and video cable.
8. Check for physical damages on the LCD.

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Hard Drive Things to Check Job Aid

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.

1 Verify Any Error Messages


2 Verify that the correct drive is enabled in the System Setup.
3 Reset System Setup to Factory Defaults
4 Clear NVRAM
5 Open the portable
6 Remove the hard drive from the system.
7 Check for damaged gold-plated connectors on the hard drive.
8 Reinsert the drive.

• 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.

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DVD Things to Check Job Aid

Things to Check

o 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.

1. Verify Any Error Messages


2. Verify that the correct drive is enabled in the System Setup.
3. Reset System Setup to Factory Defaults
4. Clear NVRAM
5. Open the portable
6. Remove the DVD drive from the system.
7. Check for damaged gold-plated connectors on the hard drive.
8. Reinsert the drive.

• 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

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CDRW Things to Check Job Aide

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.

1. Verify Any Error Messages


2. Verify that the correct drive is enabled in the System Setup.
3. Reset System Setup to Factory Defaults
4. Clear NVRAM
5. Open the Case
6. Reseat the power connection
7. Reseat both ends of the data cable connection
8. Verify that the drive jumpers are set to Cable Select
9. Swap the data cable with a known good cable.

• 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.

• If the customer is having problems with writing, ask the following:


1. Did a screen saver or other application operate while writing to the disc?
2. Is there enough free space on the CD-R/RW disc?
Does writing fail even using the simulation test?

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No Sound: Things to Check Job Aide

Things to Check

Always start with information gathering. (Troubleshooting Questions) This


fact gathering is extremely important in helping you focus your
troubleshooting.

If the customer is booted to the Operating System and is getting no sound,


check the following:
Verify system volume control is not turn down low or muted.
Verify speaker volume control is not turned down low or off.
Verify speakers are getting power.
Check the Device Manager to make sure there are no driver conflicts.
If a conflict exists, remove the device and reinstall the driver.
If a conflict does not exist, move on to the next step.
Verify correct audio device is selected on the Audio tab of Sounds and
Multimedia Properties.
Verify if the sound is okay from CDROM Audio CDs, but not from
Windows sound events?
If available run a diagnostic specific for this sound card?
• If the customer is still getting no sound after checking the above
items:
1. Verify speakers are plugged into correct port on sound card.
2. If system has integrated sound and expansion sound, verify it is
plugged into correct source.
3. Verify speakers are getting power from known good power
source.
4. Verify settings in System Setup
5. Verify speakers work by plugging speakers into CDROM audio
and playing audio CDROM.
6. Reseating:
 Reseat the data cable from the speakers to sound card.
 Verify that Molex cable is connected from sound card to
CDROM.
 Reseat each end of Molex cable.
 Open the case and reseat the sound card.
 Try known good sound card.

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Modem Things to Check Job Aide

Things to Check

Always start with information gathering. (Troubleshooting Questions) This


fact gathering is extremely important in helping you focus your
troubleshooting.

If the customer calling about Modem issues, check the following:


Check the Device Manager to make sure there are no driver conflicts.
If a conflict exists, remove the device and reinstall the driver.
If a conflict does not exist, move on to the next step.
Check for IRQ conflicts
Check the Modem Properties
Check to make sure that the modem is installed.
If not, help the customer detect/install it.
Run basic diagnostics from More Info tab in Modem Properties.
Make sure phone line is coming from good source and plugged into correct
port
Try with known good phone line. (Preferably, use the Dell supplied 6-foot
phone cord.)
Reseat phone line connections
Verify connectivity by connecting with HyperTerminal.
Verify if the customer has excessive line noise.
Check for interference from other sources. (Phone, answering machines,
faxes, speakers and USB devices)
Run the modem diagnostics.
Reseat modem

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Memory Things to Check Job Aide

Things to Check

Always start with information gathering. (Troubleshooting Questions) This


fact gathering is extremely important in helping you focus your
troubleshooting.

If customer thinks memory may be bad:


Run the Dell Diagnostics Memory module to verify.
Check System Setup to see how much memory is reported.

If the customer is getting a memory beep error or memory diagnostic LED


error:
Verify that the memory is seated correctly in appropriate slot
Verify that correct memory is being used in the system.
If more than one memory stick is present, try one at a time.
Try compatible known good memory.

Network Things to Check Job Aide

Things to Check

Always start with information gathering. (Troubleshooting Questions) This


fact gathering is extremely important in helping you focus your
troubleshooting.

If the customer calling about Network issues, check the following:


Check the Device Manager to make sure there are no driver conflicts.
If a conflict exists, remove the device and reinstall the driver.
If a conflict does not exist, move on to the next step.
Check the Network Properties
Check to make sure that the required network components are
installed for the OS.
If not, customer will have to contact their Network admin for help
with configuration.
Check network link LED for any activity.
Swap network cable with known good.
Check system setup to ensure NIC is enabled in BIOS. (Integrated)
Reseat NIC (Expansion)
Run the NIC diagnostics and Network Test.

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.

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Random Lockup Things to Check Job Aide

Things to Check

Always start with information gathering. (Troubleshooting Questions) This


fact gathering is extremely important in helping you focus your
troubleshooting.

If the customer is experiencing random lockups or lockups at start-up/shut-


down, check the following:

1. Verify if the customer has installed new hardware or software on


their computer, uninstall it and check to see if the problem is resolved.

2. Verify if the problem is caused by a command or a driver that


loads automatically from the Win.ini, System.ini, Autoexec.bat, or
Config.sys file, or whether a program in the Startup folder conflicts with
the system process.
3. Verify hardware by disabling some device drivers. Some of the
most common device drivers that may cause problems are device drivers
for sound cards, video adapters, and network adapters.

• If customer is experiencing lockups at shutdown, verify the following:

1. Verify if the shutdown problem is being caused by a damaged exit sound


file.

2. Determine if Advanced Power Management (APM) is causing the


shutdown problem by disabling APM. (Note that not all computers have
APM features.)

3. Determine if shutdown problems are being caused by virtual device


driver (.vxd) files.

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Monitor Things to Check Job Aide

Things to Check

Always start with information gathering. (Troubleshooting Questions) This


fact gathering is extremely important in helping you focus your
troubleshooting.

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.

• If the customer is calling about monitor performance issues,


check the following.
1. Verify display properties are setup correctly.
2. Verify that refresh rate is correctly set.
3. Eliminate video extension cables.
4. Perform monitor Reset
5. Check for environmental factors
6. Relocate and test in other room.
7. Activate Degauss feature using the OSD degauss menu.
8. Adjust monitor OSD menu features as necessary to customer’s
satisfaction.
9. Ensure monitor is in correct video mode.

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Basic Troubleshooting Scenarios

CD-ROM Troubleshooting Scenarios

Scenario: “The CD-ROM is not recognized in the BIOS”.

Cause: Loose cables, newly added hardware/drives/Cables can cause an unrecognized


CD-ROM.

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 if the IDE controller on the cable may be defective.

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 available, try another CD-ROM drive in the system.

Run a Diagnostic test on the drive.

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Scenario: “The CD-ROM is not recognized by My Computer and/or in the Device


Manager”.

Cause: It may be due to software configuration errors, loose cables and/or hardware
failure.

Resolution:

Check the BIOS. Is the drive recognized?

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 available, try another CD-ROM drive in the system.

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.

Check the Device Manager in Normal mode.

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Verify that the controller is properly installed


Verify that the drive is recognized properly.

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.

Run a Diagnostic test on the drive.

Scenario: “Unable to burn CD’s”.

Cause: Possible software conflicts, Hardware failed.

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 drive is able to read CD’s.

Try burning a CD with the software provided. If not then.

Uninstall and reinstall the software provided.

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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).

Run a Diagnostic test on the drive.

Scenario: “Unable to eject the CD-ROM / Jammed CD-ROM drive”.

Cause: Loose/Bad Power connector/ Defective drive.

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.

Reseat the power connector.

Try with a different power connector.

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.

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Hard Disk Drive Troubleshooting Scenarios

Scenario: “Invalid or Non-system disk error”.

Cause: Floppy in drive/System files not present/defective cables/Defective drive.

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).

Transfer system files to c:\ (Sys c:)

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.

Check if any pins on the HDD have been bent or broken.

Swap cable with the CD-Rom drive cable.

Scenario: “Hard drive not detected”

Cause: Bad Connector/cable/Drive.

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

Check if any pins on the HDD have been bent or broken.

Choose the correct jumper setting ie. Master, Slave or Cable Select depending on how
the drive is connected.

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Swap cable with the CD-Rom drive cable. Reseat the cables from motherboard.

Check if the Hard drive connector could be defective.

Scenario: “Noisy Hard Disk Drive”.

Cause: Defective Hard drive.

Resolution:

Check for environmental causes

Check if the customer has moved him computer.

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.

Scenario: “No fixed disk present”.

Cause: Data, power cable loose/defective drive.

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.

Check with a different power connector.

Swap CD-ROM and hard drive.

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Modem Troubleshooting Scenarios

Scenario: “Unable to connect to the Internet”

Cause: Defective modem/driver not properly installed/ISP related issues.

Resolution:

Verify if the telephone line is firmly connected to the line in jack of the modem.

Check for dial tone using a telephone.

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.

Run modem diagnostics:


In windows 9x/Me:
From modem properties-> more info tab

In windows XP
From modem properties->Query modem

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If querying fails change COM port, reinstall drivers.

Check whether the modem is listed properly in device manager:

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.

Disable Call Waiting.

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Scenario: “No dial tone”

Cause: Defective modem/Phone line dead/Drive not properly installed.

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 yes no problem with the telephone line.

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.

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Also eliminate any surge protectors for troubleshooting purposes.

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.

Check whether the modem is listed properly in device manager.

Disable Call Waiting.

Run modem diagnostics:

In windows 9x/Me:
From modem properties-> more info tab

In windows XP
From modem properties->Query modem

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 If it is listed under other devices install the drivers for the modem and run
modem diagnostics.

 If querying fails change COM port, reinstall drivers.

 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.

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Scenario: “Computer lock-up when connected to the Internet”.

Cause: Defective modem/driver not installed/problem with ISP/New software installed


that might be causing a conflict

Resolution:

Perform a disk clean up.

Check for dial tome.

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.

Also eliminate any surge protectors for troubleshooting purposes.

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).

Check if the modem drivers are loaded properly in Device Manager.

If yes,

Run modem diagnostics

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

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If Diagnostics fails depending upon the error message troubleshooting needs to be


continued.

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.

Similarly for specific error messages troubleshooting steps changes

Remove and reinstall Dial-up Networking


Remove and reinstall TCP/IP

If still not able to connect, the issue could be related to browser and not with the modem

Restore back the default settings of the browser.

If possible repair the browser.


Also try to browse with alternate browsers like, Netscape, AOL provided these are
available with the customer.

If yes

Uninstall and reinstall the browser.

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Scenario: “Modem Not detected”

Causes: Defective modem/modem not installed properly/drive not installed.

Resolution:

If modem not detected in Device Manager, check if COM ports are configured properly

Restart the system in safe-mode, check for duplicate devices

Reseat the modem in the same slot

Check if modem is detected. If yes

Check if the drivers are configured properly

If modem is not detected, then

Reseat the modem card in another slot and check in Device Manager

If modem is detected and listed in Device Manager Run modem diagnostics

In windows 9x/Me:
From modem properties-> more info tab

In windows XP
From modem properties->Query modem

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Sound card Troubleshooting Scenarios

Scenario: “No Sound”

Causes: Faulty speakers/connections/digital output not enabled/drivers corrupt.

Resolution:

Check if the speaker if connected to line out of the sound card.

Check if the speaker volume is turned up.

Volume should be turned up

Check if the volume under entertainment is turned up and not muted.

Check with a set of headphones and if you are able to get any sound.

If analog connect the speakers to a walk man or Discman.

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.

If still no sound reseat the sound card if PCMCI sound card

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Scenario: “Intermediate sound”

Causes: Defective sound card/Drive not properly installed/Defective Speakers.

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.

Checks there are any new software/Hardware that is added.

If still no sound reseat the sound card if PCI sound card

Scenario: “Poor sound Quality”

Causes: Defective sound card/improper drive installed/Defective speakers, wires.

Resolution:

Check if the sound card is properly installed in the device manager.

Check for correct version of driver installed.

Checks if there are any new software / Hardware added.

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.

If still NO sound, reseat the sound card in a different PCI slot

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Scenario: “Cannot play Audio CD’s”

Causes: Drive not installed/CD corrupt/ Defective cable.

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.

Try a different Audio CD.

Connect the speakers to the front of the CD-ROM and adjust the volume control on the
front of the CD-ROM drive.

Uninstall and reinstall sound card drivers.

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.

Try another audio cable if possible.

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Video Card Troubleshooting Scenarios

Scenario: “No Video/Display. There is power to the computer”

Cause: Defective monitor/Defective Video Card/Defective MBD

Resolution:

First make sure that the monitor is switched on and there is power.

Connect the monitor directly to the electrical outlet.

Check the color of the LED if it is Green or Amber.

Check for brightness and contrast.

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.

If possible check with a different monitor.

Assuming that you monitor self test has worked and the cable pins are intact now we
open the case.

Reseat memory. /Clear the NVRAM.

If it is AGP cards reseat it, if it is PCI cards reseat it into a different slot, reseat memory.

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Scenario: “Resolution/Display improper”

Cause: Improper driver installed/defective video card/Monitor defective.

Resolution:

Check in the device manager if the display drivers are properly installed.

Check if the there are any? X under the display card.

Reinstall the display card driver.

Perform a Monitor self-test.

If it is an AGP card reseat it, if it is a PCI card reseat it into a different slot.

Run a diagnostic test on the video card.

Note: Some monitor’s require drivers to be installed.

Scenario: “Picture has ghost or Shadows”

Cause: Defective video card/cable/monitor

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.

Degauss the Monitor.

Check for damage to video cable.

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Wireless Keyboard & Mouse Troubleshooting Scenarios

Scenario: Wireless Keyboard & Mouse not working.

Cause: Defective Batteries/ Defective port/ Defective component.

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.

Are the batteries 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

Motherboard Troubleshooting Scenarios

Scenario: Computer does not boot, No video/Display, Intermediate issues with the
computer.

Cause: Defective Motherboard/Device/Connectors/Environmental factors.

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Resolution:

Verify if the computer gets power and that the power LED illuminated and During
POST.

Verify if there are any beeps codes 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.

Cable Modem Troubleshooting Scenarios

Scenario: Page cannot be displayed or Issue with browsing websites (Broadband


Connection)

Cause: possible issues with ISP/ defective cable modem etc.

Resolution:

Check if internal or external modem.(if external) ( follow basic troubleshooting step for
modem.

Check if turned on and the cable if plugged in (reseat).

Check if the modem has power.

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Check if the computer gets an ip address (start – run – cmd) ipconfig

• If ipconfig has an IP Address of 169.254.xx.xx, which is an


Autoconfiguration IP Address field, Windows® has assigned an Autonet IP address.

• 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

If the system has an Autonet (169.254.x.x) or No IP address, determine if the network


adapter is visible in Microsoft® Windows® 2000 or XP Device Manager with no
issues.

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.

Reset TCP/IP and Winsock settings in Microsoft® Windows® XP

Uninstall all third-party firewall or Internet helper applications.

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If the modem does not detect a signal, contact the ISP.

How to Setup a wireless network connections in Windows XP

• Setting up the Wireless Network:

Overview of the Wireless Network to connect to an internet:

The above picture illustrates the Configuration of a Wireless network:

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

Setting up the Computer to connect using the Wireless devices:

Driver installation:

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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

Creating a Wireless Network :

To create a working connection:

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>

Note: SSID is the name of the Workgroup

1. Click Next when you done and now select “setup network Manually”
1. Now click on next and finish the Wizard

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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.

• Wireless Equivalent Protocol (WEP) or Encryption: Disable WEP on both the


access point and in these properties for testing purposes.

• Mode or Network Type: If you have an access point, set this option to Infrastructure.
If you do not have an access point and you are connecting computer to computer, set
this option to Ad-Hoc.

• Data Rate: Set this option to Auto or to 11 Mbps.

• Power Save: For troubleshooting, set Power Save to off or to Disabled. After the
connection works correctly, you can change this setting.

Connecting to a Wireless Network:

• 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.

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• Click on Advanced to select the Wireless Network and connect to it


• As shown below you will find all the Available networks which comes in
range
• Select the network to which you want to connect and click on connect
• If it prompts you for a password then type the password which you have
setup in the networking device(router)
• then should be able to connect to router and access the internet

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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

WINDOWS XP TROUBLESHOOTING SCENARIOS


Scenario: “Computer starts up /Shuts down slow”

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Cause: Improper installation of software / Hardware, system resources low/Hard


drive going bad.

Resolution:

1. Check for any error message when the computer starts.


2. Check if there is any new hardware/software added.
If yes
3. Remove newly installed software or hardware.

If no

4. Check if the computer is able into normal mode, if yes perform


• Disk Cleanup.
• Msconfig, (disable unwanted startup items).
• Defragmenter.

If no

5. Restart the computer in safe mode and perform

• 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”.

Cause: Improper installation of Software/Hardware/ Computer not shutdown


properly which affects the hard disk causing bad sectors.

Resolution:

1. Check if there is any new hardware/software added.

If yes

2. Remove newly installed software or hardware.

If no

3. Restarts the computer got to the Windows Startup Menu and select with Last
Know Good Configuration.

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4. Check If the computer is able to log on to Safe mode.

If yes

• Disk Cleanup.
• Msconfig, (disable unwanted startup items).

If no

5. Boot with the OS-CD and run a CHKDSK /R.


6. If the issues is still not resolved then, Use the option replace missing files with
the OS-CD.
7. Run a 90/90 on the Hard drive.

Scenario: “Computer does not shutdown”

Cause: Software conflict/Hardware failure.

Resolution:

1. Check if there is any new Hardware/Software that had been added

If so

2. Remove newly installed software or hardware.

If no

3. Go into normal modem or safe mode and check the device manager for

• Verify everything is properly installed and does not contain a red X or


yellow exclamation point
• Verify there are no device conflicts.
• Verify there is no hardware listed under Other Devices.
4. Perform a
• Disk Cleanup.
• Msconfig, (disable unwanted startup items).
• Run a defragmenter

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”

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Cause: Passable -Newly installed software/hardware, Corrupt OS, Memory issue.

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

3. Remove newly installed software or hardware.

4. Check if the computer is able to boot in safe mode

If yes

5. Check the device manager and verify that

• Everything is properly installed and does not contain a red X or yellow


exclamation point.
• There are no device conflicts.
• There is no hardware listed under Other Devices.
• Run a Disk Cleanup.
• Msconfig. (Disable unwanted startup items).

Else

6. Start the Recovery Console, start it from the Windows XP compact disc (CD).

7. Run a CHKDSK/R

8. Use the windows XP and use the repair installation option.

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).

4. Boot to the Last Known Good configuration.

5. Reset System Setup (BIOS) defaults and clear NVRAM on your Dell
Dimension system.

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6. Disable the automatic restart on system failure option. To disable automatic


restarts on system failure, perform the following steps: Press the <F8> during
startup. The Advanced Startup Menu appears. Highlight Disable automatic
restart on system failure and press <Enter>.
7. Remove recently added hardware from the system and try to boot.
8. Run Dell 32 Bit diagnostics on the hardware.
9. If the entire test passes, run a repair installation.

Scenario: Blue-screen error during the installation: STOP: C0000221

1. Upgrade to the latest firmware revision C005.

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.

STEPS TO CLEAR NVRAM

Single Page BIOS

To clear the NVRAM, perform the following steps:


• Restart your computer.
• At the first text on the screen or at the Dell logo, press the <F2> key every
three seconds until the message Entering Setup appears.
The System Setup screen appears.
• Press the <Caps Lock> key, the <Scroll Lock> key, and the <Num Lock> key
to light up all three lights on the keyboard.
• Press the <Alt> and <E> keys at the same time.
The system will emit a beep tone to indicate that NVRAM has been cleared.
• Press the <Esc> key, and then press the <Enter> key to save the changes and
reboot the system.

Multi Page BIOS

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

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• 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.

• Enter Maintenance Mode


• After your system is ready to be started up in Maintenance Mode according to
your system documentation, proceed with the following steps:
• Reconnect the power cord and boot the system.
The System Setup screen appears in Maintenance Mode.
• Press the <Right Arrow> key to highlight the Advanced screen.
• Press the <Down Arrow> key to highlight Reset Configuration Data.
• Press the <Enter> key, highlight Yes, and then press the <Enter> key again.
• Press the <F10> key, and then press the <Enter> key to save your changes and
exit.
• The system reboots.
• Shut down and disconnect power to the system.
• Reconfigure the system board's configuration jumper back to its original
position.
• Explorer / Tree BIOS
• To load BIOS defaults on a Dell™ Dimension™ system, perform the
following steps:
• Power on the system.
• At the Dell Logo, press <F2> to enter the BIOS.
• Use the <down arrow> to maneuver Maintenance option and press the <right
arrow> key.
The menu expands under Maintenance.
• Use the down arrow to highlight Load Defaults.
• Press <Enter>.
• Use the <right arrow> to change the Continue box to green.
• Press <Enter>.
• Press <ESC>.

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• Use the <right arrow> to highlight Save/Exit.


Press <Enter>.

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.

Some points of failure are non-essential. A non-essential point of failure is a


component that is not necessary to make the desired function work but could affect it.
For example, the system memory is not necessary for the computer to have power.
However, on rare occasions a short within the memory can cause the computer not to
power on.

Technicians use isolation methods to determine if a point of failure is causing the


problem. You can reseat a cable to make sure that it is making a connection. You can
swap a suspect part with known good parts. Or you can remove non-essential
components.

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.

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• 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.

Portable Power Indicators

There are many indicators of power for an Inspiron system.

• Power light on the portable system.


• Sound of the hard drive spinning up
• Sound of the CD-ROM spinning up

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.

Portables have a few additional items that can be considered non-essential.s

• 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.

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• 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

Essential POF Desciption

System Board (SB) The system board, or ports/slots on it may be bad.

Power AC adapter or battery power is of course necessary for


post.

Processor (PRC) The processor is the "brain" of the computer. Without


it, POST will not get far.

Memory Modules To do almost anything, the computer must write


information to system memory.

Memory seating The memory must be well seated in its slot.

Memory slot The memory slot in the system board must be good.

Non-Essential POF Description

Hard drive tores the operating system and data.

Mini PCI cards, PC Cards and Expansion cards such as modems and wireless network
Daughter Cards cards.

Peripherals Scanners, printers, external monitors.

Removable Drives Removable CD-ROM, DVD, floppy drives, etc.

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Docking Stations Used to connect the computer to peripherals when the


computer is not traveling.

NO VIDEO

The following table summarizes the most common points of failure for no-video issues
and steps to isolate those points of failure.

Point of Failure Isolation

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.

Monitor power Swap with the computer power cord.


cord Reseat the power cord on both sides.

Power source Try a different power outlet (swap). Remove the power strip or surge
protector.

Data connection Reseat the cable.

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).

Power cord on
If this exists, reseat.
graphics adapter

System board Difficult to isolate. Use DSN for assistance.

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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.

Docking Station Remove the system from the docking station.

LCD cable Reseat the cable.

NO BOOT

• Hardware
• Ealry/Late Boot Process

Hardware

Point of Failure Isolation Method

Hard Drive PSA diagnostics, 90/90 diagnostics, Dell 32-bit diagnostics, etc.

Memory POST, Dell diagnostics, remove and reseat, etc.

Essential Hardware Run Dell diagnostics, reseat cables, etc.

Nonessential
Remove nonessential hardware/peripherals and reboot.
Hardware

Remove bootable media/drives, restore BIOS settings to defaults,


Boot Configuration
rearrange or edit boot order, etc.

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Early Boot Stages

Run chkdsk /r from the Recovery Console to repair the file


File System
system.

Run fixmbr from the Recovery Console to rebuild the master boot
MBR record. WARNING: this step will remove the Dell Utility
Partition and Dell PC Restore.

Run fixboot from the Recovery Console to rebuild the boot sector.
Boot sector WARNING: this step will remove the Dell Utility Partition and
Dell PC Restore.

Use the Recovery Console to copy NTDLR file from the Windows
NTDLR installation media to the hard drive (if an error message indicates it
is inaccessible, missing, corrupt, etc.).

BOOT.ini Run bootcfg from the Recovery Console to rebuild the boot.ini.

Use the Recovery Console to copy NTDETECT file from the


NTDETECT Windows installation media to the hard drive (if an error message
indicates it is inaccessible, missing, corrupt, etc.).

Run hardware diagnostics to ensure drive is accessible, run chkdsk


NTOSKRNL to repair the file system, use Recovery Console to restore missing
or corrupt files, etc.

Revert to the Last Known Good Configuration, boot into Safe


Registry Mode and use System Restore to restore to a previous point,
rebuild the registry manually using the recovery console, etc.

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.

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Late Boot Stages

Run the System File Checker from Windows installation media to


System Files
scan and replace damaged system files.

Registry Same as above.

Use the Device Manager to disable drivers in order to isolate the


Drivers
driver causing the issue.

Use msconfig or the services manager to isolate the specific


Services
service that is causing the problem.

Use msconfig and the Event Viewer to isolate the specific


Startup Applications
application causing the problem

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ACP Audit sheet for Technical

Attribute Sub-attribute Score

1. Resolution: Scoping &


Score for Attribute # 1
Paraphrasing
Did the tech ask appropriate questions to scope
Observations; a
the problem
Did the agent demonstrate understanding of
b
the problem by Paraphrasing
2. Resolution: Probing &
Score for Attribute # 2
Diagnostics
Determine When the Issue Began (Ex: "When
Observations; a
did the problem first begin?")
Determine if there have been any recent
hardware .... (Ex: Did you install or uninstall
b any hardware or software when the problem
began?" If yes, then ask: What was it and why
was it added or removed?")
Determine if anything triggers the problem (Ex:
c "Does doing something in particular trigger the
problem or is it random?")
Determine what the customer was doing before
d the .... (Ex: "What were you doing before the
problem first began?")
Determine if there are any error messages (Ex:
“"Are you receiving any error messages?",
e "What are the error messages you are
receiving?", "Exactly when are you receiving
the error?")
Determine what troubleshooting the customer
had a....( "Can you tell me what
f
troubleshooting has already been performed on
your system?")
Review the customer´s case history when
g
applicable.
Did the agent perform relevant Diagnostics
h
Steps
3. Resolution - Research Score for Attribute # 3
Did the tech use appropriate tools to
Observations; a
search/find for solution (Side-by-side Mon.)
b Did he use RS/L2’s help for resolution when

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needed
4. Resolution -
Score for Attribute # 4
Implementation
Observations; a Resolution Communication
b Did the tech choose appropriate DSN
Did the tech perform all applicable steps in DSN
c
without any skips
d Did the agent use DSN for valid time
5. Resolution -
Score for Attribute # 5
Verification
Did the tech verify the resolution verbally (As
Observations; a
applicable)
Did the tech reproduce the issue and confirm
b
the resolution
Did the tech perform adequate steps to confirm
c the issue resolution (Was Permanent fix
provided)
d Was Accurate Resolution provided
6. Csat & XPR Score for Attribute # 6
Observations; a Overall Customer Satisfaction
Customer's Satisfaction with Sutherland agent
b
(Sat=Yes)
Customer's Satisfaction with the with agent's
c
communication skills (Sat=Yes)
Was the Issue resolved as per customer(XPR)
i
(Sat=Yes)

ACP Audit sheet for Policy and Procedure

Attribute Sub-attribute Score


1. Call Flow &
Score for Attribute # 1
PNP
Observations; a Call Opening
b Support Boundaries Pnp
c Followed Transfer Guidelines
d Positioned DOC/OWR/EWS
Did the Tech escalate the call appropriately when
e
requested
f Red Flag Language
g VA policy
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

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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

ACP Audit sheet for Communication

Attribute Sub-attribute Score


1. Appropriate Responses Score for Attribute # 1
Observations; a Acknowledged
b Empathized
c Seeking Agreement
d Provided Affirmation

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e Provided Selective Agreement


f Used Courtesy Statements
Score for Attribute # 2
2. Setting Expectations
Set expectations throughout the
Observations; a
call
Reset expectations when ever
b
necessary
c Set Call back / L2 expectations
d Call closure expectations
3. Communicating Progress Score for Attribute # 3
Communicated the cause for the
Observations; a
problem and action plan
Communicated steps throughout
b
towards resolution
Recapped steps taken during the
c
call (recap resolution)
4. Valued the Customer
Observations; a Cordially Greeted Customer
Offered Help/Listened to the
b
customer's needs
c Did not interrupt the customer
Handled irate customers
d
correctly
Was the Tech able to deliver
e unwelcomed information with
ease
5. Hold Procedure Score for Attribute # 5
Setting expectations before
Observations; a
putting on hold/transfer
Revisited customer if the
b hold/transfer time has been
exceeded
No. of times customer put on
c hold/transfer not more than
twice
d Un-hold procedures followed
e Dead Air avoided
Mute not used instead of
f
hold/Cold/Warm transfer
6. Listening Skills
a) Did the associate “actively
Observations; a listen” in order to ensure “active
communication”?
b) Did the associate refrain from
b having the customer repeat
himself/herself
c) Was the associate able to
c “reflectively listen” and respond
appropriately?
7. Comprehension Skills

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Was the associate focused and


Observations; a easily able to discern the
customer’s needs?
Did the associate demonstrate
b
understanding/seek clarification?
Did the associate paraphrase the
c
customer's problem statement ?
8. Clarity of Speech Score for Attribute # 8
Did the associate pronounce
Observations; a
correctly
Did the associate enunciate
b appropriately /use the right word
stress
Did the associate articulate his
c
ideas clearly
d Was the associate audible
e Was the associate intelligible
Was the associate's rate of
f speech comfortable for the
customer to comprehend
Did the associate refrain from
g
the use of fillers
h Was the associate fluent
Did the associate use a neutral
i
accent (without MTI)
9. Language Score for Attribute # 9
Did the associate use the right
Observations; a
voice modulation
Did the associate use the right
b
choice of words
Did the associate use the right
c semantics ( Did (s)h refrain from
connotative words)
10. Tone of voice Score for Attribute # 10
Observations; a Bored
b Tired
c Indifferent
d Detached
e Unenthusiastic
f Diffident (Lacked Confidence)
g Monotonic
12. Csat Score for Attribute # 12
Customer's Satisfaction with
Observations; a
Sutherland agent (Sat = Yes)
Customer's Satisfaction with the
c with agent's communication
skills (Sat = Yes)
e Overall Customer Satisfaction

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MIXED TOOLS SCAVENGER HUNT

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?

3. What is the maximum size of memory in an Inspiron 600m Laptop.?

4. Does an Inspiron e1405 Laptop support Intel Celeron M processors?

5. What is the standard Memory speed in an Inspiron 710m portable?

6. What is the driver file name for the Dell wireless 1350 WLAN Mini PCI card in
an Inspiron 1150 laptop?

7. How many USB ports are there in an Inspiron 630m Portable?

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?

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DellServ –Service Dispatches


Jane Rodriguez with Service Tag # _________ called in with a problem with her
Laptop. After trouble shooting you find that the Motherboard needs to be replaced. Set
up a Service dispatch for the Motherboard.

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 #:

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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 #:

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Part #:

DellServ – Non Service Dispatches

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 #:

Celine Anderson called in regarding a problem with her keyboard. After


troubleshooting using DSN you find that the keyboard has to be dispatched .Set up a
Non-Service Dispatch for Service Tag # ___________

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 #:

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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

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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.

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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 # _____________

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