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DELL MANUAL DELL INC. Dell International Services Call Center Skills Training Sutherland Confidential Internal Use Only Page 1

Transcript of Dell Portable Handbook- Ver 1.0 - Final

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DELL MANUAL

DELL INC.Dell International Services Call Center Skills Training

New Hire: Portable Handbook

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ABOUT DELL……………………………………………………………………………………………..4CUSTOMER PROFILE …………………………………………………………………………………...5

IMPORTANCE OF CUSTOMER PROFILES ………………………………………………….5BUSINESS SEGMENTS ………………………………………………………………………………….5

CONSUMER CSS ……………………………………………………………………………….6WORLD WIDE RELATIONSHIP CSS …………………………………………………………6INTERNATIONAL CSS ………………………………………………………………………...6

COMPANY NUMBERS …………………………………………………………………………………..6SERVICE TAGS …………………………………………………………………………………………..9TOOLS …………………………………………………………………………………………………...10

SUPPORT SITE ………………………………………………………………………………...10DSN ……………………………………………………………………………………………..12TRAINING & DEVELOPMENT ………………………………………………………………14SOFTPHONE …………………………………………………………………………………...15DELLCONNECT ……………………………………………………………………………….16CALLTRACKER ……………………………………………………………………………….17

DIAGNOSTICS …………………………………………………………………………………………..17DELL PC RESTORE .................................................................................................................................21INSPIRON SYSTEMS …………………………………………………………………………………...25

POLICIES & PROCEDURE …………………………………………………………………...25SERVICE CONTRACTS & TECHNICAL SUPPORT ………………………………………..25

DELL RETURN POLICY …………………………………………………………………......................27IDENTIFYING SERVICE CONTRACTS & SUPPORET OBLIGATIONS IN DELLSERV ………….29DETERMINING THE COVERAGE ………………………………………………………………….....31

COMPLETE CARE …………………………………………………………………................................32

EXPIRED WARRANTY SUPPORT ………………………………………………………………….....33LOGGING AND PROFILING THE CALL ……………………………………………………………..35VERIFYING AUTHORIZATION ………………………………………………………………….........36VERIFYING DISPATCH INFORMATION …………………………………………………………….38DISPATCHES …………………………………………………………………........................................38

TYPES …………………………………………………………………......................................40FIHD POLICY

…………………………………………………………………........................................40SRCD POLICY …………………………………………………………………......................................41MRI POLICY …………………………………………………………………………………………….41DELL-BRANDED MEDIA REPLACEMENT POLICY ………………………………………………..41SPECIAL SCENARIOS OF DISPATHCES …………………………………………………………….42

TECHNICAL REMINDERS ……………………………………………………………………………..45

OEM OPERATING SYSTEM SUPPORT SCOPE MATRIX …………………………………………..49DRIVER RESET TOOL …………………………………………………………………………………53PRODUCT SAFETY POLICY & PROCEDURE ……………………………………………………….54DECIPHERING PART TYPE AND DESCRIPTION …………………………………………………...57RECOMMENDED SPARES LIST ………………………………………………………………………58DELL ON CALL SUPPORT POLICY AND PROCEDURE …………………………………………...59CASE OWNERSHIP ……………………………………………………………………………………..61DELLSERV ………………………………………………………………………………………………65

INTRODUCTION TO DELLSERV ……………………………………………………………65WHAT IS A CASE? ……………………………………………………………………………65

NEW OR EXISTING CASE ……………………………………………………………………66

DELLSERV CALL PROFILING ………………………………………………………………66MULTIPLE ISSUES ON SAME CALL ……………………………………………………….67LOGGING TO DELLSERV ……………………………………………………………………69SERVICE TAG HEADER ……………………………………………………………………..73CASE HEADER ……………………………………………………………………………….74

STEPS FOR CREATING A NEW CASE ………………………………………………….......77

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NEW JOURNAL ………… …………………………………………………………………….78

CREATING A DISPATCH ……………………………………………………………………79SERVICE & NON SERVICE DISPATCH CHART …………………………………………..81

TOP KICKBACK HITS …………………………………………………………………………………83DELL CONNECT ……………………………………………………………………………………….84SOFTPHONE ……………………………………………………………………………………………87

UNDERSTANDING METRICS …………………………………………………………………………88TROBLESHOOTING JOB AIDE…………………………...……………………………………………90

NO POST THINGS TO CHECK JOB AID…………………………………………….……….90

VIDEO THINGS TO CHECK JOB AID ……………………………………………….………91HARD DRIVE THINGS TO CHECK JOB AID……………………………………….………

92DVD THINGS TO CHECK JOB AID …………………………………………………………93CD-RW THINGS TO CHECK JOB AID ……………………………………………….…..….94

NO SOUND THINGS TO CHECK JOB AID……………………………………………….... .95

MODEM THINGS TO CHECK JOB AID ……………………………………………………..96MEMORY THINGS TO CHECK JOB AID………………………………………………….. .97NETWORK THINGS TO CHECK JOB AID…………………………………………………. 97RANDOM LOCK UP THINGS TO CHECK JOB AID ……………………………………….98MONITOR THINGS TO CHECK JOB AID………………………………………………….. 99

BASIC TROUBLESHOOTING SCENARIOS ………………………………………………………...100CD-ROM TROUBLESHOOTING SCENARIO……………………………………………... 100HARD DISK DRIVE TROUBLESHOOTING SCENARIO………………………………… 104MODEM TROUBLESHOOTING SCENARIO ………………………………………………106COMPUTER LOCK WHEN CONNECTED TO INTERNET………………………………. 111MODEM NOT DETECTED …………………………………………………………………..113SOUND CARD TROUBLESHOOTING ……………………………………………………..114INTERMEDIATE SOUND …………………………………………………………………...115POOR SOUND QUALITY ……………………………………………………………………115CANNOT PLAY CD’S ……………………………………………………………………….116VIDEO CARD TROUBLESHOOTING SCENARIO ………………………………………..117RESOLUTION/DISPLAY IMPROPER ……………………………………………………....118

PICTURE HAS GHOST OR SHADOWS …………………………………………………….118

WIRELESS KEYBOARD & MOUSE TROUBLESHOOTING SCENARIO ……………….119MOTHERBOARD TROUBLESHOOTING SCENARIO …………………………………....119

CABLE MODEM TROUBLESHOOTING SCENARIO ……………………………………..120

HOW TO SETUP A WIRELESS NETWORK CONNECTION IN WINDOWS XP ………..122WINDOWS XP TROUBLESHOOTING SCENARIOS ……………………………………………….126

COMPUTER DOES NOT SHUT DOWN …………………………………………………….127

FATAL BLUE SCREEN AND MEMORY DUMPS ENTERING WINDOWS XP …………128SYSTEM WILL NOT BOOT TO WINDOWS XP …………………………………………...128STEPS TO CLEAR NVRAM …………………………………………………………………129

POINTS OF FAILURE …………………………………………………………………………………131NO POWER …………………………………………………………………………………...131NO POST ……………………………………………………………………………………...133NO VIDEO …………………………………………………………………………………….134NO BOOT ……………………………………………………………………………………..135

ACP AUDIT SHEET FOR TECHNICAL ……………………………………………………………...138ACP AUDIT SHEET FOR POLICY & PROCEDURE ………………………………………………..139ACP AUDIT SHEET FOR COMMUNICATION ……………………………………………………...140MIXED TOOLS SCAVENGER HUNT ………………………………………………………………..143DELLSERV SERVICE DISPATCHES ………………………………………………………………...144DELLSERV NON=SERVICE DISPATCHES …………………………………………………………146

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

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 UnitThis 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.

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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: StaplesThis 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. 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 codeB: COA Label

How to find a Dell Service Tag:

In the BIOS Screen In Support site by clicking Find my Service Tag linkStart 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.comDell 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.

ManualsThe 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 ForManuals 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 ForManuals 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 ForUser 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 InformationPerhaps 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.comDell 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 Type

Description

KB / KBA

A Knowledge Base Article is the standard document type for submitting technical documents to the Internet and Extranet. KB Articles are available to all document-submitting departments.

DTsDecision Trees provide a structure for troubleshooting issues that are too complex in nature to resolve using a different kind of document.

PSQN

A Product Support Quick Note is an Engineering-submitted document written when a problem has been defined. A discussion is given to explain the problem, and a solution is provided.

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AlertA Product Support Alert is an Engineering-submitted document written when a problem has been identified, but no solution is available (or the provided solution is a temporary solution).

TAB

A Technical Assistance Bulletin is an Engineering-submitted document that provides an overview of a technology, explains new troubleshooting methods, or discusses a new industry feature.

CCA Customer Care document provides instructions for internal and external customer service issues.

PPPolicy and Procedure documents provide instructions for handling customer issues.

3PKsA Third-Party Knowledge Base document is content that does not originate from Dell. They are often useful for troubleshooting issues that affect Dell customers.

FAQsA Frequently Asked Question is a KB document (created in the form of a question) to address common issues.

RGA Reinstall Guide is designed to guide a user through the reinstallation of a driver or other software. RG documents are delivered through the Software Reinstall Guide (SRG) tool.

Proactive Alerting

A Proactive Alerting document is for customers who subscribe to the Dell | Support utility updates. These are typically "pushed" to customers (via an Internet update), warning them how to avoid problematic events.

Training Information

A Training Information document provides instructional 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 ForTraining 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 ForThe 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.

ResolutionThe 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.

SoftPhone is used for inbound calls only. The hard phone is still required for all outbound calls.

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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.

ModesDellConnect 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 AdvantagesThe 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 DellConnectThe 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.comTracker 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 Choose "Diagnostics" from the F12 one time boot menu

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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 3015In 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 HigherTo 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.

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.

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

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ErrorsDescriptions 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

Express TestPerforms a quick test of devices. This typically can take 10 to 20 minutes and requires no interaction on your part. Run Express Test first to increase the odds of tracing the problem quickly.

Extended TestPerforms a thorough check of devices. This typically can take an hour or more and requires you to answer questions periodically

Custom Test Performs a customized test only on the device(s) you select.

Symptom TreeLists the most common symptoms encountered, and it allows you to 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 CodingWindows XP Pro Navy BlueWindows XP Home MaroonWindows ME (Millennium) Darker BlueWindows 2000 Pro SP3 Darker GreenWindows 2000 Pro SP2 LimeWindows 2000 Pro SP1 Dell BlueWindows NT4.0 Dark GrayWindows 98 SE PurpleWindows 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 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.

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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.

InstallationThis 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 DellServGo 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 InterfaceDell 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 ScreensIf 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 IssuesThe 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 OverviewGhost 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 OfferingsVendor 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.

WarrantiesAll 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 PolicyFor 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) ServiceCustomer 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.

Package Coverage

DellServ Fields

Svc Provider Svc Level Coverage Date Fields

At-Home Service BSC or QLX ND, or NW FLEXB

At-Home Service with Night & Weekend

QLX ND, or NW FLEXB3- and 4-Year

Contract Lengths

Mail-In (Depot) Service SOL RR NTEBK

Parts Only Service (Rarely Seen)

DELL 1D PARTS

Technical Support DELL LT RESOL

Premier Warranty Support

DELL AT

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

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 replacement or system exchange

Not Covered - Customer or insurance responsible

Liquid spilled on or in unit Damaged in a fireDrops, falls and other collisions Intentional Damage (Hammer Marks)Electrical Surges Stolen Unit

Damaged or Broken DisplayNormal Wear (doesn't affect system 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 ExceptionBetween 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.

Purchase the new fee-based Expired Warranty Support (EWS) from Dell.

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

Transfer NumbersStarting 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 CasesWhen customers have an existing case, they may not have to pay for technical support. You should still transfer all customers with expired warranties to EWS.If a customer tells you that they do not have to pay for EWS, they may be correct. However, you transfer all expired warranty calls to EWS. The EWS technician will determine if the customer does not have to pay on an existing case.

All calls should go to EWS when the warranty has expired. The EWS team will decide if the issue is outside of support boundaries. This should make the job easier for you. You do not have to evaluate the customer’s issue and decide if it is in scope or out of scope.

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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 EWSIssue Type: OtherCategory: Wrong Queue/ExtensionComponent: Transfer Call ToCause: US Consumer Tech SupportReason: EWS

RefundsWhen 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

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

Explain the warranty status to the customer.

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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 Zip Code

Dell-centric Service Tag

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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).

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.

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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?

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

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Non-Service Dispatch Service Dispatch

Dell sends a part or product.

Often the old part is sent back to Dell by the customer.

A technician comes to the customer's site OR a portable system is shipped to a depot.

Often the technician ships 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

Form

DPS Type

Bottom of

Form

Non-Service Service

EXG POS SHONBD/

NDQ/etc.

When to

Use?

Replacing Peripherals

within first 21 days.

Replacing internal parts

for parts-only system

warranty or bypass of

onsite warranty.

Replacing items

that are verified to

be missing from an

original order, (i.e.,

item shows on the

original order but

was NOT shipped).

Replacing

internal

parts when

system has

onsite

warranty

coverage

Bottom of

Form

Replacing Software

Media.

Replacing peripheral

parts on a system in

warranty outside

first 21 days or sold as

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).

 

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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 PolicyInside 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)

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

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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.

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

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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

Service Type CTS DPS Type

Flextronics (Solectron) DPS

TypeIn Warranty Return to Depot

RTC — DellServ should default to this type based on the system service contract RTS

Second Day DepotSDC — DellServ should default to this type based on the system service contract SDS

Complete Care

CCC — Must be chosen manually and should only be used if the system has an issue covered by Complete Care CCT

Depot Parts Return

CTC — Must be chosen Manually and should only be used if the system has a parts-only service contract, but the 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. 

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.

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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.

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

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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.

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

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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

SHODell-branded part 3 – 5 days 3 – 5 days

E&A part 3 – 5 days  N/a

EXG

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

SRCD N/a 3 – 5 days

E&A part 3 – 5 days N/a

Desktop / Portable 5 – 7 days 12 – 15 days

Printer 5 – 7 days 3 – 5 days

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

POSDell-branded part N/a 2 – 3 days

Factory-Loaded HDD N/a 3 – 5 days

Service Dispatches

DPS Type Item Description New Used

NBD, NDQ, etc

Internal parts N/a 2 – 3 days

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 (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.ontrack.com/dell/http://www.drivesavers.com/ 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 Operating Systems

In-Scope Responsibilities for Core Agents

Out-of-Scope Issues

Reinstallation Reinstallations back to "factory condition" only, using these methods:PC Restore - Walkthrough, including access to restore points created with Ghost 10. Clean and Repair Methods of manual reinstallation - Walkthrough, ensuring that drivers, factory-installed software and service pack are properly installed.

Reinstallation services beyond restoration back to factory condition:Spyware or Virus Removal - This can be done to prevent a reinstall and associated data loss. Parallel Method of manual reinstallation - This should only be 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 / Lockups

Troubleshooting of all errors and lockups.Resolving all errors and lockups except those related to issues in the next column. 

Resolving errors and lockups related to:Confirmed virus or spyware infection. Recent addition of non-Dell hardware or software. Usage of non-Dell hardware or software.

OS Service Pack & Updates

Supported for all systems meeting the hardware compatibility list.

None.

 

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Settings Questions

All settings questions, including: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.

None.

Usage Questions

Basic how-to explanations, step summaries, and walkthroughs averaging three clicks (the below lists are common examples and not comprehensive listings): "Built-in" applications: Media Player Internet Explorer Outlook Express Movie MakerFunctions: User Profiles Fax Console Administration Maintenance/Scheduled Tasks Defrag Scandisk Back-up

Advanced explanations and walkthroughs requiring more than three clicks for the "built-in" applications and operating system functions.

Security Questions

Windows Firewall Internet Explorer Security Settings SmartCard Support

File/Share Security Encryption/Public Keys Group Policy

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Operating Systems and Application Software Support Policy

Procedure for Determining Scope of OS Support NeededFor 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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PolicyFor 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 available:

The following tools will NOT be 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 FlavorsThere 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

4HR1 indicates the part is available for four-hour dispatches.

0 indicates that it is not.

CRU1 indicates the part is a customer-removable unit (portables).

0 indicates that it is not.

FRU1 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

1Click Parts BOM on the RSL left menu.

RSL opens BOM in a new window.

2 Type the part number you want to BOM in the Part Number: text box.

3

Choose the direction you want to BOM.

Lists all parts contained in the part number you are BOMing

 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 FormDell on Call IS:

Bottom of FormDell 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 SupportAccount 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 CasesThe 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.

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.

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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

Reason

Declined Fee Based Support -or-

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

CauseRelationship (ACS/AES)

Consumer Tech Support

Consumer Sales /

Relationship Sales

Care Canada

Reason

DesktopPortable

GTSOther

PortableDesktop

Dimension XPS

Inspiron XPSOther

SRSOther

ConsumerOther

Relationship (ABU)

Tech Support

CareOther

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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

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Profile for Missing, Wrong or Damaged Issues

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 TypeOutbound

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

Cause1st (or 2nd) Attempt to Call Cust No

Answer

Reason1st (or 2nd) Attempt to Call Cust No

Answer

DellServ - Getting Started

Setup and Logging In

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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

# 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

6The Main Menu Should be displayed on the left side of your screen 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.

F11 It is best to run DellServ in a Full Screen Mode, to do this select F11. This allows the technician to fully see every field in each

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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 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.

DSNClicking on the Launch to DSN hot link will launch DSN in a separate window.

DellTechDellTech is a hot link on many windows. Selecting the DellTech hot link will launch a new window.

Two DellServ Windows

There will be times when the technician may wish to run multiple DellServ windows; the 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.

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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.

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ADDRESS

SYSTEM MODEL

COMPANY NO:

PHONE NO:

CALLER’S EMAIL

SERVICE TAG HEADER

CALLER’S NAME

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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 [email protected]. 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 Email

CASE HEADER

CALLER’S PHONE

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.

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Inbound Call

Update Caller’s Name, Phone and Email

Profile based on the Issue

Exact Issue the Customer is facing

DSN Log and Additional CommentsSolution that fixed the issue and Abbreviations like VCI/ VDI

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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 the system

ISS Issued status - The DPS is in the system

PND Pending (awaiting to be dispatched or awaiting further information/updates as noted by dispatcher)

PND Pending (awaiting to be dispatched or awaiting further information/updates as noted by 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 call)

RCV Received (part was returned to Dell)

SAK Service Acknowledgement – DSP received call but no parts at this point. 

RCVCPR Received Partial Order returned

LAK Specific to service calls that engage UPSLG (SONIC) where a part is ordered. Appears just before the ACP posting.

RCVCP Received Complete (all parts are verified as being at Dell)

ACP Specific to calls that engage UPSLG (SONIC) This status shows Sonic’s acceptance of the part request from Dell.

 

VEROP Verifications pending for credit orders being created.

ORD Order (the Exchange Order Number is generated at this point, Dell received confirmation from the service provider)

CLO Closed – Call complete

SHP Ship (Part has shipped and an CNL Cancelled – May require issuing

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airbill is logged against the Exchange Order number for tracking.)

another dispatch.

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 doneDon'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 ApprovalWhen 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 commentsListed 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 mismatchConfirmed 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(L2 and above only)

Sends file from representative to customer.

Customer Reboot/Reconnect

Reboots customer's PC and reconnects into the screen-sharing session. Reboot must be initiated from the Tools menu on the

representative's Chat or Viewer. If not, the session reconnection will not occur.

Diagnostic InfoRequests specific diagnostic information from the customer's

PC.

Session TransferTransfers screen-sharing session from one representative to

another (if configured).

Invite to SessionAllows the representative to invite another representative to

view or assist with the session (if configured).

Run as a ServiceDell Connect 2.0 will install as a service on the customer's PC.

(if configured)

Push URL Pushes URL to customer's default browser.

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

To draw: Click, hold and drag the mouse.

Highlighter ModeActivates the Highlighter tool for highlighting on the customer's

desktop.To highlight: Click, hold and drag the mouse.

Arrow StamperActivates the Arrow Stamper for directing the customer with

arrows on the customer's desktop.

Preferences Reveals Viewer preferences.

Multi-SessionThe tool is configured for a maximum of 5 concurrent Dell

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 AreaCustomer 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 Abbreviation

MeaningGeneral Goals

%SATThe percentage of customers who rate themselves as satisfied with the service they have received from Dell when filling out an e-survey.

70.3%

AdherenceMeasures how closely you follow your schedule (shift start, breaks, shift end, etc.).

100%

ANI-Level Resolve Rate (ARR)

Measures your success at preventing repeat calls. 80-85%

Avg Handle Time (AHT)

The average amount of time you spend on each call. Includes talk time, hold time, and wrap time.

25 min.

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.

Avg WrapThe average time spent in "wrap" mode between calls (logging or dispatching).

5 min.

Billable Utilization (BU)

Measurement of time spent taking calls or being available to take calls. (Long breaks, long wrap times, etc., will reduce this score.)

76%

Calls The number of calls taken. --

Call LoggingMeasures adherence to the requirement of logging calls in DellServ.

100%

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

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DARMeasures adherence to the requirement of using DSN for troubleshooting.

100%

DSN Usage (DSN)Measures adherence to the requirement of using DSN for troubleshooting.

100%

External Problem Resolve (XPR)

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).

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.

75%

Repeat Dispatch Rate (RDR)

Rate at which your dispatches are followed with another dispatch (for any reason) within seven (7) days.

8.6%

Service LevelsMeasures the percentage of calls answered within 2 minutes of the customers hitting the queue.

85%

Time to Dispatch (TTD)

Measures your accuracy in setting up parts and on-site services.

--

Transfer RateMeasures the percentage of calls answered that you transfer to other queues or departments.

--

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TROUBLESHOOTING JOB AIDEAlways 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 DVD2. Verify the DVD software driver is loaded?3. Has the DVD software driver been corrupted by a virus4. 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 trayVerify if disc is dirty.Verify if the disc is inserted upside-down

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CDRW Things to Check Job Aide

Things to CheckAlways 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 Select9. 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 CDRWVerify the CDRW software driver is loaded?Has the CDRW software driver been corrupted by a virusVerify 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 trayVerify 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 Setup5. 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 PropertiesCheck 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

portTry with known good phone line. (Preferably, use the Dell supplied 6-foot

phone cord.)Reseat phone line connectionsVerify 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 slotVerify 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 PropertiesCheck 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 integrityVerify the AC outletEnsure power button depressed fullySwap power cable with known good.Make sure system is posting.Increase brightness & contrast controlsPerform monitor Self test feature checkCheck signal cable for bent or broken pinsCheck that the PC power is plugged in and turned onCheck 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 Reset5. Check for environmental factors6. 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 installedVerify 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 XPFrom 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 XPFrom 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 noVerify 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 XPFrom modem properties->Query modemIf 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 NetworkingRemove 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 XPFrom 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 yesReplace the batteries

If noReinsert the batteries into the keyboard or mouse making sure battery polarities are correctPress and release the connect button on the receiverWithin 30 seconds press and release the connect button on the right side of the keyboardPress and release the connect button on the receiverWithin 30 seconds press and release the connect button on the mouseRepeat 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.

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

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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:

ComponentsInternet:The connection from the ISP to your Local Modem

Modem: The External Modem used by the Customer

Wireless deviceThe 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   

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

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WINDOWS XP TROUBLESHOOTING SCENARIOS

Scenario: “Computer starts up /Shuts down slow”

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.

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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.

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

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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” 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.

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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.

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

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To clear NVRAM you will need to jumper the system board to Maintenance Mode and then reset configuration data.Precautionary Measures

After you remove or replace parts in the system, observe the following notice to prevent damage to the system:

Prepare to enter Maintenance Mode

Browse to the Online User's Guide for your computer.

Select your System and System Model from the lists.

Click to select Jumpers.

Locate the jumper for Maintenance Mode and note it's location and position to be moved to.

It is recommended to print the page with the diagram for reference while completing the action.

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.

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Press <Enter>.

Press <ESC>.

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.

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Connections - In addition to the power cord itself, each place where the cord connects to something is a possible point of failure. Connections can become loose. Even cables that seem tight may not be well connected.

Port Replicator - If the portable is docked, then remove it from the station to isolate the issue. A docking station has it's own power supply and when a portable is plugged in to it, the computer gets power from the docking station.

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.

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Modem daughter cards - These are small modem boards that attach to the system board.

External peripherals - There are many devices that connect to external ports on the computer, such as monitors, keyboards, printers, and scanners.

Main battery - Portable systems have a battery that allows them to work even when not attached to an AC Outlet. However, the battery does not have to be installed in the system for it to power on when connected to AC.

NO POST

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 Daughter Cards

Expansion cards such as modems and wireless network cards.

Peripherals Scanners, printers, external monitors.

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

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 cord

Swap with the computer power 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 graphics adapter

If this exists, reseat.

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System board Difficult to isolate. Use DSN for assistance.

Port on the integrated adapter

If there are both integrated and expansion video, make sure the monitor is connected to the correct adapter.

Display – LCD Screen and External Display

When possible attach a known good monitor to the portable. Error messages on the screen. 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 Hardware

Remove nonessential hardware/peripherals and reboot.

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Boot ConfigurationRemove bootable media/drives, restore BIOS settings to defaults, rearrange or edit boot order, etc.

Early Boot Stages

File SystemRun chkdsk /r from the Recovery Console to repair the file system.

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

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

NTDLRUse the Recovery Console to copy NTDLR file from the Windows 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.

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

NTOSKRNLRun hardware diagnostics to ensure drive is accessible, run chkdsk to repair the file system, use Recovery Console to restore missing or corrupt files, etc.

RegistryRevert to the Last Known Good Configuration, boot into Safe Mode and use System Restore to restore to a previous point, rebuild the registry manually using the recovery console, etc.

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.DLL or .EXE filesIf you are familiar with the missing or damaged file, use the Recovery Console to restore it from Windows installation media.

Late Boot Stages

System FilesRun the System File Checker from Windows installation media to scan and replace damaged system files.

Registry Same as above.

DriversUse the Device Manager to disable drivers in order to isolate the driver causing the issue.

ServicesUse msconfig or the services manager to isolate the specific service that is causing the problem.

Startup Applications

Use msconfig and the Event Viewer to isolate the specific application causing the problem

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ACP Audit sheet for Technical

Attribute   Sub-attributeScore

       1. Resolution: Scoping & Paraphrasing

  Score for Attribute # 1  

Observations; a Did the tech ask appropriate questions to scope the problem

 

 b Did the agent demonstrate understanding of

the problem by Paraphrasing 

2. Resolution: Probing & Diagnostics

  Score for Attribute # 2 

Observations; a Determine When the Issue Began (Ex: "When did the problem first begin?")

 

 

b

Determine if there have been any recent hardware .... (Ex: Did you install or uninstall any hardware or software when the problem began?" If yes, then ask: What was it and why was it added or removed?")

 

 c

Determine if anything triggers the problem (Ex: "Does doing something in particular trigger the problem or is it random?")

 

 d

Determine what the customer was doing before the .... (Ex: "What were you doing before the problem first began?")

 

 

e

Determine if there are any error messages (Ex: “"Are you receiving any error messages?", "What are the error messages you are receiving?", "Exactly when are you receiving the error?")

 

 f

Determine what troubleshooting the customer had a....( "Can you tell me what troubleshooting has already been performed on your system?")

 

 g Review the customer´s case history when

applicable. 

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  h Did the agent perform relevant Diagnostics Steps

 

3. Resolution - Research   Score for Attribute # 3  

Observations; a Did the tech use appropriate tools to search/find for solution (Side-by-side Mon.)

 

  b Did he use RS/L2’s help for resolution when needed

 

4. Resolution - Implementation

  Score for Attribute # 4  

Observations; a Resolution Communication    b Did the tech choose appropriate DSN  

  c Did the tech perform all applicable steps in DSN without any skips

 

  d Did the agent use DSN for valid time  5. Resolution - Verification

  Score for Attribute # 5  

Observations; a Did the tech verify the resolution verbally (As applicable)

 

  b Did the tech reproduce the issue and confirm the resolution

 

  cDid the tech perform adequate steps to confirm the issue resolution (Was Permanent fix provided)

 

  d Was Accurate Resolution provided  6. Csat & XPR   Score for Attribute # 6  Observations; a Overall Customer Satisfaction  

  b Customer's Satisfaction with Sutherland agent (Sat=Yes)

 

 c Customer's Satisfaction with the with agent's

communication skills (Sat=Yes) 

 i Was the Issue resolved as per customer(XPR)

(Sat=Yes) 

ACP Audit sheet for Policy and Procedure

Attribute   Sub-attributeScore

1. Call Flow & PNP

  Score for Attribute # 1  

Observations; a Call Opening    b Support Boundaries Pnp    c Followed Transfer Guidelines    d Positioned DOC/OWR/EWS  

  e Did the Tech escalate the call appropriately when 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  

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  m Dispatch    n Case Ownership    o Call Profilling    p Accurate Call Logging - ACL    q Avoided Callbacks    l Call Closed Correctly  2. In - Process Metric

  Score for Attribute # 2  

Observations; b Dell Connect Applicable and followed    c Kana Email Sent as applicable  

  d Was BTTR captured and updated when 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)  

  b Releasing call without appropriately informing customer

 

  c Influencing E-Survey    d No Case Log  4. Csat & XPR   Score for Attribute # 11  Observations; a Overall Customer Satisfaction  

  e Customer's Satisfaction with Sutherland agent (Sat=Yes)

 

  gCustomer's Satisfaction with the with agent's communication skills (Sat=Yes)  

  i Was the Issue resolved as per customer(XPR) (Sat=Yes)

 

5. Total Solutions   Score for Attribute # 10  Observations; a Selling Skills NA

  b Agent discontinued attempt to sell after customer denied sale

NA

  cAgent sold approved list of product/services only and appropriately addresses NA

  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

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Attribute   Sub-attribute Score

1. Appropriate Responses   Score for Attribute # 1  Observations; a Acknowledged    b Empathized    c Seeking Agreement    d Provided Affirmation    e Provided Selective Agreement    f Used Courtesy Statements      Score for Attribute # 2  2. Setting Expectations      

Observations; a Set expectations throughout the call

 

  b Reset expectations when ever necessary

 

  c Set Call back / L2 expectations    d Call closure expectations  3. Communicating Progress   Score for Attribute # 3  

Observations; a Communicated the cause for the problem and action plan

 

  b Communicated steps throughout towards resolution

 

  cRecapped steps taken during the call (recap resolution)  

4. Valued the Customer      Observations; a Cordially Greeted Customer  

  b Offered Help/Listened to the customer's needs

 

  c Did not interrupt the customer  

  d Handled irate customers correctly

 

  eWas the Tech able to deliver unwelcomed information with ease

 

5. Hold Procedure   Score for Attribute # 5  

Observations; a Setting expectations before putting on hold/transfer

 

  bRevisited customer if the hold/transfer time has been exceeded

 

  cNo. of times customer put on hold/transfer not more than twice

 

  d Un-hold procedures followed    e Dead Air avoided  

  f Mute not used instead of hold/Cold/Warm transfer

 

6. Listening Skills      

Observations; aa) Did the associate “actively listen” in order to ensure “active communication”?

 

  bb) Did the associate refrain from having the customer repeat himself/herself

 

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  cc) Was the associate able to “reflectively listen” and respond appropriately?

 

7. Comprehension Skills      

Observations; aWas the associate focused and easily able to discern the customer’s needs?

 

  b Did the associate demonstrate understanding/seek clarification?

 

  c Did the associate paraphrase the customer's problem statement ?

 

8. Clarity of Speech   Score for Attribute # 8  

Observations; a Did the associate pronounce correctly

 

  bDid the associate enunciate appropriately /use the right word stress

 

  c Did the associate articulate his ideas clearly

 

  d Was the associate audible    e Was the associate intelligible  

  fWas the associate's rate of speech comfortable for the customer to comprehend

 

  g Did the associate refrain from the use of fillers

 

  h Was the associate fluent  

  i Did the associate use a neutral accent (without MTI)

 

9. Language   Score for Attribute # 9  

Observations; a Did the associate use the right voice modulation

 

  b Did the associate use the right choice of words

 

  cDid the associate use the right 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  

Observations; a Customer's Satisfaction with Sutherland agent (Sat = Yes)

 

  cCustomer's Satisfaction with the 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 # __________

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DPS#: Case #: Part #:

Richard Brown with Service Tag # _________ called in saying that his son spilt liquid on his laptop .Since the laptop is covered under the complete care warranty setup a service dispatch for the same.

DPS#: Case #: Part #:

Reese Dillinger reported in saying her screen won’t work properly. After trouble shooting you find that the video card inside the laptop is causing the problem. Set up a Service dispatch for the same using Dell Serv and DSN for Service Tag# ___________DPS#: Case #: Part #:

Dew James called in and said her laptop was running very slow. Using DSN you find that the memory is the cause of the problem. Setup a Service dispatch for memory for Service Tag # ________ as customer is not comfortable in replacing the memory herself.

DPS#: Case #: Part #:

Chet Morton with Service Tag # _________ has problems going online with the wireless on his laptop. After trouble shooting using DSN you find that the wireless card needs to be replaced. Setup a service dispatch for a wireless card.

DPS#: Case #: Part #:

Biff Cooper called in saying that the USB ports in her laptop are not working. After trouble shooting using DSN you find that it was a problem with the motherboard. Set up a Service Dispatch for a Motherboard for Service Tag # ___________

DPS#: Case #: Part #:

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Leo Williams with Service Tag # __________ has a problem with the screen . After Trouble Shooting you find that the lcd screen needs to be replaced. Set up Service Dispatch for an LCD screen.

DPS#: Case #: Part #:

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 # __________

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DPS#: Case #: Part #:

Dan Brown with Service Tag # _________ called in regarding a problem with his wireless card. Using DSN you trouble shoot the problem and find that the wireless card is the source of the problem. Setup dispatch for a wireless card.

DPS#: Case #: Part #:

Reese Dillenger reported in saying her computer won’t turn on properly. After trouble shooting you find that the Mother board inside the laptop is causing it to not Post properly. Customer says he is comfortable in replacing the mother board himself. Set up a Non-Service dispatch for a motherboard for Service Tag# __________DPS#: Case #: Part #:

Dawn James called in and said her adapter does not have a green light on it and using the battery her laptop is working fine. Using DSN you find that the ac adapter is causing the problem. Setup a dispatch for an ac adapter for Service Tag # ___________

DPS#: Case #: Part #:

Joyce Meyer with Service Tag # __________ has problems reading cd’s on her laptop. After trouble shooting using DSN you find that the optical drive needs to be replaced. Setup a Non –service dispatch for an optical drive.

DPS#: Case #: Part #:

Bob Evans called in saying that her laptop was working only with the ac adapter. After trouble shooting using DSN you find that it was a problem with the Battery. Set up a Non-Service Dispatch for a battery for Service Tag # _________

DPS#: Case #:

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Part #:

Rob Williams with Service Tag # ________ has a problem with the screen . After Trouble Shooting you find that the lcd screen needs to be replaced but rob informs you that he is comfortable in replacing the screen himself. Set up a non Service Dispatch for an LCD screen.

DPS#: Case #: Part #:

DellServ - Exercises

1. Ray Dunlop with Service Tag # _________ called in with an error message “No Bootable device found”. Using DSN you reseated the hard drive to solve the problem. Log the call in Dell Serv.

2. Jim Rogers Called in regarding his Laptop with Service Tag # _________ He wants to upgrade the memory in his laptop and wants to know his upgrade options for the RAM. You provide the information and close the call .Log the call in Dell Serv.

3. John Sutherland with Service Tag # __________ has a problem with his dial up modem .After uninstalling and installing the latest driver for the modem it is working back again. Log the call properly in Dell Serv.

4. Jewel Anderson called in saying her speakers are not working properly. After trouble shooting, you find that the volume is muted. Log the call appropriately for Service Tag # ___________

5. Martin Henderson Reported in saying that his video looks fuzzy on his screen. You install the latest video driver for his laptop and issue is resolved. Log the call properly in Dell Serv for Service Tag # ___________

6. Gina Lovelace has a laptop with Service Tag # _________ Her wireless is not working properly and also after trouble shooting you enable the radio on the laptop and issue is resolved. Appropriately log the call in Dell Serv

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7. John Dillenger with Service Tag # ___________ called in saying his Touch pad was not working properly. After Trouble shooting you find that it is a problem with the driver and install the latest driver. Log the call in Dell Serv.

8. Paul Lincoln called in saying her operating system is corrupted. Using DSN you find that the operating system needs to be reinstalled and reinstalled the OS, DRIVERS and APPLICATIONS. Log the call for Service Tag # __________

9. Chris Cowan reported in saying that his screen was looking very dim. Using the FN+up arrow key combination you increased the brightness and issue is resolved. Log the call for Service Tag # ____________

10. Matt Damon called in saying his laptop is not turning on. After trouble shooting you finds that the power cord was not plugged properly. Log the call in Dell Serv for Service Tag # _____________

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