WARRANTY ENTITLEMENT AND SUPPORT IN EMERGING MARKETS EMEA (EM-EMEA) COUNTRIES

Transcription

1 WARRANTY ENTITLEMENT AND SUPPORT IN EMERGING MARKETS EMEA (EM-EMEA) COUNTRIES CONTENTS SECTION 1 - SECTION 2 - SECTION 3 - SECTION 4 - SECTION 5 - BASIC WARRANTY ENTITLEMENT BY PRODUCT STANDARD WARRANTY ENTITLEMENT for CUSTOMERS IN EM-EMEA COUNTRIES STANDARD WARRANTY ENTITLEMENT for GS and ICA CUSTOMERS IN EM-EMEA COUNTRIES WARRANTY TRANSFER PROCESSES INTERNATIONAL WARRANTY SUPPORT DELL NOTEBOOKS 1 of 8

2 1 STANDARD WARRANTY ENTITLEMENT for CUSTOMERS IN EMEA INDIRECT COUNTRIES Standard warranty periods are as per the table below. Some Dell partners may offer a longer warranty period possibly at additional cost. LOB Model Duration of Parts Only Warranty Duration of Whole Unit Exchange Warranty Remarks Notebooks Inspiron All 1 Year Latitude D500 / Year Latitude Remainder 3 Years Desktops Dimension All 1 Year Optiplex 170L 1 Year Optiplex Remainder 3 Years Workstations Precision All 3 Years Server PowerEdge SC 3 Years PowerEdge Remainder 3 Years Storage PowerVault All 3 Years Dell EMC All 3 Years Mandatory Dell PESS Gold contract to be sold with all Dell EMC CX units Monitors All 1 Year Adopts the warranty period associated with the CPU. Switches PowerConnect All 1 Year Wireless TrueMobile All 3 Year Printers S2500N, M5200, 1600N, 1700N 1 Year 3000CN, 3100CN, 5100CN 1 Year Remainder 1 Year PDA Axim All 1 Year TV LCD All 1 Year Projectors 2100MP, 2200MP 1 Year 2300MP, 3200MP, 3300MP 2 Year 4100MP 2 Year Bulb 90 Day 2 STANDARD CUSTOMER WARRANTY ENTITLEMENT 2.1 Systems purchased from a Dell Partner in an EM-EMEA country for use from new in that EM-EMEA As a minimum partners are required to offer Dell customers either a Return to Depot Parts Only (RTD PO) warranty or Return to Depot Whole Unit Exchange (RTD WUE) warranty on all systems sold by them. The period and type of the warranty should be as shown in the table above. The RTD PO and RTD WUE warranty is defined as follows; The customer is responsible for the delivery and collection of the system to/from the partner s repair facility. The repair time or exchange time is not guaranteed. The partner may charge for labour and administrative costs associated with the repair or exchange. This is the minimum warranty service level to be offered and Partners may offer a higher warranty service level on Dell products purchased from them (i.e. next business day on-site response). Customers requiring a higher service level than the warranty offered by the partner must purchase warranty uplifts as required from that partner. 2 of 8

3 2.2 Systems purchased in a Dell Direct country and relocated to an EM-EMEA country or Systems purchased in a Dell EM-EMEA country and relocated to another Dell EM-EMEA Systems may not be relocated to an EM-EMEA country for a period of 6 months following purchase without the prior agreement of Dell EM-EMEA. The warranty supplied with the system or any warranty uplifts (other than international warranty support for notebooks see section 5) purchased prior to transfer are not valid in the destination The standard warranty for products relocated to EM-EMEA countries is the RTD PO or RTD WUE warranty defined in paragraph 2.1. Dell s appointed service partner in the destination country will honour the balance of the warranty period. Customers requiring a higher service level than this must purchase the required warranty service level from Dell s appointed partner or service partner in the destination The Dell Direct organisation or partner that made the original sale or the customer must submit a tag transfer request form for each system (see section 4). 2.3 Systems purchased within an EM-EMEA country and relocated to a Dell Direct Systems purchased within an EM-EMEA country and relocated to a Dell Direct country have no warranty entitlement unless an appropriate Dell international warranty uplift is purchased from Dell EM-EMEA prior to relocation or from the Dell operation in the destination The Dell partner or customer must complete the Dell tag transfer process for each system (see section 4). 3 of 8

4 3 STANDARD WARRANTY ENTITLEMENT for GS and ICA CUSTOMERS IN EMEA INDIRECT COUNTRIES 3.1 Standard Warranty Entitlement The standard warranty within EM-EMEA countries for units purchased by Dell GS and ICA customers is either Return to Depot (RTD) or RTD Whole Unit Exchange (RTD WUE). The period and type of warranty should be as shown in the table in section 1. The RTD / RTD WUE warranty is defined as follows: The customer is responsible for the delivery and collection of the system to/from the partner s repair facility. The repair time / exchange time is not guaranteed. Labour and administration costs incurred by the partner in delivering the RTD / RTD WUE warranty are covered within the 5% uplift applied to GS, ICA and US Aid purchases within EM-EMEA countries. The above applies to Dell systems purchased: In an EM-EMEA country from an appointed Dell partner. Direct from Dell EM-EMEA. GS/ICA customers may purchase warranty uplifts in accordance with paragraph Transferring systems into an EM-EMEA country from a Dell Direct country or transferring systems from an EM-EMEA country to an EM-EMEA Systems may not be relocated into an EM-EMEA country for a period of 6 months following purchase without the prior agreement of Dell EM-EMEA. On arrival in the EM-EMEA country the relocated system will adopt a RTD or RTD WUE warranty entitlement as defined in paragraph 3.1 pro rated to take account of elapsed time. Service agreements or warranty uplifts (other than international warranty support for notebooks see section 5) purchased prior to transfer are not valid in the destination Customers may purchase warranty uplifts in accordance with paragraph 3.3. The duration and cost of the uplift will be pro rated to take account of elapsed time. The Dell Direct organisation or Dell partner that made the original sale or the customer must submit a tag transfer request form for each system (see section 4). 4 of 8

5 3.3 Purchasing Warranty Uplifts in EM-EMEA Countries In those countries in which Dell has appointed a Dell Authorised Service Provider (DASP), next business day (NBD) and same business day (SBD) warranty uplifts may be purchased from the DASP. EM-EMEA partner contact details can be found here: n&s=bsd In all EM-EMEA countries GS and ICA customers must liaise directly with the local Dell partner to agree service uplifts. 3.4 Payment for Warranty Uplifts For systems purchased from a Dell Partner - the Dell partner will invoice the customer for the service uplift purchased. For systems purchased from EM-EMEA direct - EM-EMEA will invoice the customer for the warranty uplift purchased. EM-EMEA will in turn pass payment to the partner delivering the service. For systems transferred into or between EM-EMEA countries - the partner in the destination country will invoice the customer for the service uplift purchased. 3.5 Systems purchased within an EM-EMEA country and relocated to a Dell Direct Systems purchased within an EM-EMEA country and relocated to a Dell Direct country have no warranty entitlement unless an appropriate Dell on-site warranty is purchased from Dell EM-EMEA prior to relocation or from the Dell operation in the destination The Dell partner or customer must complete the Dell tag transfer process for each system (see section 4). 5 of 8

6 4 WARRANTY TRANSFER PROCESSES 4.1 Transferring Dell Systems into an EM-EMEA Country When relocating systems into an EM-EMEA country the attached Tag Transfer Request Form must be completed and submitted to: "EDB Tag Transfer Request.doc" 10 working days should be allowed for the application to be processed. In addition if the unit is relocating from outside Dell EMEA the Dell Tag Transfer process (see below) must also be completed. 4.2 Transferring Dell Systems from an EM-EMEA Country to a Dell Direct Country The Dell Tag Transfer process must be completed for each system (see link below): Please allow 10 working days for the transfer request to be actioned. Service cannot be guaranteed prior to this. 6 of 8

7 5 INTERNATIONAL NOTEBOOK WARRANTY SUPPORT 5.1 Support in EM-EMEA Countries In those EM-EMEA countries with an accredited Dell Authorised Service Provider (DASP) the International Service Programme for laptops will be supported as follows: In-warranty Latitude and Inspiron Notebooks temporarily in the EM-EMEA country ie with a business traveller. The service level offered is Return to Depot see section (some countries may offer an on-site service as standard or for a fee). This applies to notebooks purchased in either an EM-EMEA country or a Dell direct Notebooks permanently relocating to an EM-EMEA country are covered by section 2.2 or 3.2 Please refer to section 5.2 for full details of International Warranty on Notebooks in EM-EMEA and Dell Direct countries. A listing of EM-EMEA partners by country can be found at: n&s=bsd Those Partners identified as a DASP will support the International Notebook Warranty Return to Partner The customer must take or send the faulty notebook to the partners repair centre at his/her own expense. The partner will endeavour to repair the unit within two business days of receiving the faulty unit. There is no guarantee on the repair time as parts may not be available. On completion of the repair the customer is responsible for the collection of the notebook Service Uplifts DASPs may offer chargeable service uplifts, for example - collect and return service or on-site service. The fee to uplift from the standard RTD service is payable by the customer to the DASP. The DASP may still claim the service event payment from Dell EM-EMEA (see below) Payment to the DASP Dell will reimburse the DASP for carrying out the repair. 7 of 8

8 5.2 Support in Dell Direct Countries for Notebooks purchased in an EM-EMEA Country A notebook purchased in an EM-EMEA country is only entitled to warranty support in a Dell Direct country if a relevant Dell service uplift has been purchased prior to relocation or travel. International Warranty on Notebooks: International Warranty on Noteboo The minimum requirement for international warranty support is a Dell 3-year NBD or INBD uplift. The uplift can be purchased from EM-EMEA prior to transfer/travel or from the Dell direct organisation in the destination country following transfer. There are no exceptions to this (not even travelling notebooks). The EM-EMEA parts only warranty is not transferable to Dell Direct countries. 8 of 8