Warranty Parts Direct STS Training Event 726727 Jennifer Froehlich

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Warranty Parts DirectSTS Training Event
7/26-7/27Jennifer Froehlich
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Agenda

• Details of Warranty Parts Direct Program
• USD 259 Repair Process
• Online at WPD
• Certification Process
• Ordering Parts
• Returning Parts to Dell
• Labor Reimbursement

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Warranty Parts Direct Tier 1 and Tier 2
Features of Tier 1 Level Support
Features of Tier 2 Level Support

• Streamlined parts dispatching via online request
  form
• Direct access to dedicated Technical Support
• Exclusive Tech ID PIN for individual user
  profile
• Access to WPD Members Site
• Requires annual fee per account
• 200 for Self Maintainer
• 500 for Helpdesk
• Plus 179 annual fee per technician

• All of the features of Warranty Parts Direct Tier
  1, plus
• Labor Reimbursements
• Requires annual fee per remittance location from
  1,000 to 3,000 (Plus, 179 annual fee per
  technician)
• Where applicable, Customer Appointed Service
  Provider fees applied on a per customer basis

Criteria for a qualified incident and
reimbursement are outlined in the Reimbursement
Guidelines online and the WPD Agreement
(available online within the WPD Application
Form). 
For Warranty Parts, provide troubleshooting
summary and failure description 4-Hour and
Same-Day Warranty Coverage available via phone
only.
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Technician Certifications

• Once an order has been placed for Online
  Certification, technicians are emailed their
  unique Dell Technician Identification Number
  (Tech ID) and Personal Identification Number
  (PIN). This will allow them to login to the WPD
  site. https//warrantypartsdirect.dell.com/us/Prog
  ram/index.asp
• Currently, the Warranty Parts Direct Program
  offers annual certification exams for the
  OptiPlex, Dimension, Latitude, Dell Precision
  Workstation, PowerEdge, and Printers product
  lines
• Once certification is completed, you can download
  a printed certificate from the Warranty Parts
  Direct program
• With your certification, you now have access to
  all troubleshooting websites as well as web and
  phone access to WPD support personnel

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Key Websites, Phone Numbers Email Addresses

• Dell Warranty Parts Direct
• http//warrantypartsdirect.dell.com/us/program/T19
  00000.asp
• 800-433-9509, Option 3
• Dell Support
• http//support.dell.com
• Spare Parts (non-WPD)
• http//accessories.us.dell.com/sna/DellPartsFamily
  .aspx?cuscs19lensdhsckmnRPU1
• 800-357-3355
• Troubleshooting Support
• US_WPD_Support_at_dell.com
• Parts Return
• US_WPD_PartsReturn_at_dell.com
• 800-433-9509, ext 726-8765

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USD 259 Repair Process

• Identify issue using troubleshooting procedures
  available on http//support.dell.com
• Open support case with USD 259 Help Desk with the
  following information
• Service Tag number
• Identify troubleshooting steps
• Note replacement part required
• Vicki will order parts through Dells WPD website
  and dispatch a technician to replace the part and
  repair the machine
• If required, Vicki will dispatch a Dell-badged
  support person to repair the machine
• Vicki will ensure returns take place within 10
  day period
• Vicki will submit reimbursement report to Dell
• Reimbursement will be sent to USD 259s general
  fund

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Lets Get Started!
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Warranty Parts Direct

• Go to http//warrantypartsdirect.dell.com/us/progr
  am/T1900000.asp
• Click on
• Log in with your tech ID and pin number (per your
  WPD welcome email)

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Technician Certifications

• Once logged in, click on the Online
  Certification Link towards the bottom of the
  page.

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Technician Certifications

• You must click on the Test Instructions before
  taking the tests.
• Once the Test Instructions have been read and
  the terms agreed to, you can choose which test
  you would like to take first. There will be a
  link to open an additional window to the DCSE
  training documentation that you can search
  through as you take the test.
• As soon as the test is passed, you will be able
  to order parts for that system type.

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Ordering Parts

• How to Request Service Part(s) and Service
  Online
• WPD Certified Technician troubleshoots and
  diagnosis to failed component
• Log on to the Dell Warranty Parts Direct web
  site http//WarrantyPartsDirect.dell.com/us
• Enter your Tech ID and PIN and log on to the
  Enrolled Members Secure Site
• The representatives permission information is
  displayed on the first screen. This can include
  My Certifications, Online Certification, Rep
  Management (RM), Warranty Parts (WP), Labor
  Reimbursement (LR) and Report Requests (RR).
  What the representative sees is based on the
  permissions assigned. Non-technical personnel
  will not see My Certifications or Online
  Certification.
• Select Warranty Parts

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Ordering Parts

• Select Parts Request
• Enter the Service Tag Number or the Express
  Service Code of the system for which you are
  requesting service parts and/or service

The Service Tag is a unique five to seven-digit
alphanumeric (letters and numbers) code that is
found on a bar-coded label affixed to the back of
every Dell desktop and server, and on the back
or bottom of every Dell notebook.
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Ordering Parts

• Verify the System information is correct
• Is the system still under the limited warranty?
• Is the system type of your machine displayed
  correctly?

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Ordering Parts

• Each time you request a part you will be required
  to check the box stating you have read the WPD
  Policy listed and agree the part is for a failed
  component.
• The first time you order service parts, the
  Warranty Parts Request will be blank. You have
  the option of saving certain fields by selecting
  the auto populate feature near the bottom of the
  form. This information can be changed at any time
  by selecting Edit Auto-Populate Information
  after entering the Warranty Parts Request page.
• The Provider Information is your Company name or
  the CASP.
• The Requestor Information must have the Warranty
  Parts (WP) permission set to active. This can be
  either a Non-technical person or WPD certified
  technician.
• Reference/PO is the blanket purchase order
  number that was specified at the time of
  enrollment to be used for requesting service
  parts.  If you did not provide Dell Warranty
  Parts Direct with one you can use N/A.  This
  number is referenced on the invoice to bill your
  company for service parts not returned to Dell
  within 10 days of shipment.
• The Diagnosing Technician must be WPD certified
  on the product line in question for the request
  to be processed. Select the Technician from the
  drop down box.

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Ordering Parts

• The End User/Customer information is the name of
  the company or individual that the computer
  belongs to.
• Provide the location of where the parts are to be
  shipped. If requesting OnSite Service, provide
  the location of the system.
• To select to request a Dell Onsite Service
  Technician to replace the service parts, place a
  check box in the under the OnSite Service Option.

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Ordering Parts

• If requesting a Dell Onsite Service Technician,
  you will need to provide an alternate contact in
  the event that the contact listed in the System
  Location/Ship To Address information is not
  available.
• Contact The name of the alternate contact
  person.
• Phone The phone number of the alternate
  contact. Please ensure the number is correct and
  valid to prevent delay in delivery of the service
  part or service.
• Enter a brief description of all troubleshooting
  or diagnostic steps performed in the required
  field.
• System Failure Provide a brief description of
  what is wrong with the system.
• Troubleshooting Performed Provide the
  troubleshooting steps that were done to isolate
  the problem to the service part(s) requested
• The Provider Tracking can be your internal
  tracking number for this request. It is not a
  required field and can be left blank.
• Select Next

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Ordering Parts

• Select the service part(s) needed to repair the
  system and click Next.
• After submitting the service parts required, you
  will be asked to review the request information
  and edit if necessary. Once the information is
  confirmed, select Submit.
• The confirmation screen will provide a Warranty
  Parts Request Tracking Number, service tag, and
  the email address of the requestor as
  confirmation that your request has been received
  at Dell.

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Ordering Parts

• Once the order has been processed, the Requestor
  (designated on the form) will receive an email
  with the Return Material Authorization (RMA)
  number, Warranty Parts Tracking Number and order
  overview.
• If you receive a denial notice, please read the
  entire email for the reason before attempting to
  resubmit your request.

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Returning Parts to Dell

• Returning Dell Service Parts
• All defective service parts must be returned to
  Dell within 10 business days of replacement parts
  shipment from Dell to ensure proper crediting of
  your account. TIER II customers are only
  eligible for reimbursements on parts returned
  within 10 days. All replacement service parts
  are shipped with a pre-paid, pre-addressed return
  air bill and instructions for returning the
  defective part.
• How to Return Defective Service Parts
• Place the defective part in the box from Dell
  that contained the replacement service part.
• Securely seal the box for shipping.
• Write the RMA number on the outside of the box in
  large bold numbers in black marker or ink.
• Attach the return air-bill/shipping bill to the
  outside of the box.
• Call carrier to arrange pickup.
• When the defective part is received by Dell, the
  RMA referencing the service part dispatch will be
  closed in Dell's service part database.

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Labor Reimbursements

• How to Submit Warranty Labor Reimbursements
  Online
• Log on to http//WarrantyPartsDirect.dell.com
  and select the United States.
• Enter ID number and PIN (Representative must have
  the Labor Reimbursement permission active to
  submit labor reimbursement claim)
• Select Labor Reimbursement
• Select Single or Multiple Request
• Provide the reference information for the claim,
  and click Go

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Labor Reimbursements

• Complete the form.
• Requestor Information This field will
  auto-populate with the information Warranty Parts
  Direct has on file for your ID.
• Servicing Tech Information This field is
  information about the WPD technician who
  performed the service. Use the drop-down box to
  select the appropriate person.
• Returned Parts Information This is an optional
  field for the air bill number and name of Carrier
  used to return the defective part.
• Other This is an optional field for the provider
  tracking number. Any internal information that
  should appear on your monthly remittance report
  may be placed in this field. (Example PO ,
  Location Information, Tech Id.)
• Once you have completed the form, Click Submit
• Print a copy of the Warranty Labor Reimbursement
  Request Confirmation form or record the Labor
  Reimbursement Tracking Number (LRTN).
• Please keep a record of the date and time the
  form was submitted. The claim will appear on the
  monthly report. For example, a Claim submitted
  10/1/04 848 AM, will be on the October monthly
  report.

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Questions Answers
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Thank You!