Dell Support Questions with Rationale 2024

Dell Support Questions with Rationale 2024 24x7 What are the hours of the Inspiron Base Warranty Tech Support? 24x7 What are the hours of the Alienware Base Warranty Tech Support? Business Hours What are the hours of the XPS Base Warranty Tech Support? Business Hours What are the hours of the OptiPlex Base Warranty Tech Support? Business Hours What are the hours of the Latitude/Precision x3/x5 Base Warranty Tech Support? Business Hours What are the hours of the Latitude/Precision x7 Base Warranty Tech Support? Business Hours What are the hours of the Precision Desktop Base Warranty Tech Support? Business Hours What are the hours of the PowerEdge Server Base Warranty Tech Support? 1 Year Mail-in What is the base warranty on the Inspiron Hardware Repair? 1 Year Onsite (up to 1 week later) What is the base warranty on the Alienware Hardware Repair? 1 Year Onsite (up to 1 week later) What is the base warranty on the XPS Hardware Repair? 3 Year Onsite (up to 1 week later) What is the base warranty on the OptiPlex Hardware Repair? 1 Year Onsite (up to 1 week later) What is the base warranty on the Latitude/Precision x3/x5 Hardware Repair? 3 Year Onsite (up to 1 week later) What is the base warranty on the Latitude/Precision x7 Hardware Repair? 3 Year Onsite (up to 1 week later) What is the base warranty on the Precision Desktop Hardware Repair? 3 Year Onsite (up to 1 week later) What is the base warranty on the PowerEdge Server Hardware Repair? 3 Year Accidental Damage What plan offers accidental damage coverage on Inspiron laptops? ProSupport Plus What plan offers accidental damage protection on XPS, Precision, OptiPlex & Latitude? ProSupport, ProSupport Plus What plan offers direct access to in-region engineers? ProSupport, ProSupport Plus What plan offers collaborative phone support with 3rd party vendors? ProSupport, ProSupport Plus What plan offers global, next business day support? ProSupport, ProSupport Plus What plan offers command center monitoring and crisis management? ProSupport, ProSupport Plus What plan offers a single resource for software & hardware? ProSupport, ProSupport Plus What plan offers automated issue detection? ProSupport Plus What plan offers predictive issue detection? ProSupport Plus What plan allows you to keep your hard drive after replacement? Cost per Year It is best practice to give cost in what format? Next Business Day, Onsite Support What is the best reason to buy XPS/OptiPlex desktops? It does not compete with them. It keeps their customers from extended down time while they wait for parts. Why should IT professionals buy a plan that competes with them? At the beginning of the sale. Dell Support is the reason to buy Dell. When should you mention the Dell Support to your customer? Cooperative phone support, issue detection, global support Your customer has never had a computer fail in the first three years. Why should they buy Dell Support? True. This is why customers need Automated Detection. True or false: Most computers have detectable issues long before they fail. Up to once per year. How many times will a Dell plan replace a broken computer? False. Dell certified service centers like Micro Center can service the unit. True or False: 3 Year Accidental plans require the unit to be mailed to Dell. False. The plan is tied to the unit's service tag. True or False: Customers must register their Dell Support Plan? Dell does not currently offer accidental damage coverage on PowerEdge servers. What plan offers accidental damage protection on PowerEdge servers? 3 or 4 years How many years of ProSupport Plus can be purchased on an XPS desktop? Yes. The pricing is based off of the lower, clearance price but the coverage is the same as it would be on a closed box unit. Can Dell Support be sold on open box items? Software What type of malfunction leads to 57% of Dell ProSupport calls? Dell Who is the leading producer of business PCs? They call when a failure is anticipated (predictive issue detection) and offer next day, onsite, global service. How does ProSupport Plus help to protect businesses from down time? They replace it and the protection plan stays in place. What happens if Dell cannot fix a protected computer? About $86 a year. The price should be presented as per year to soften the impact. How much does the 3 year accidental damage plan cost on a $459 computer? About $149 per year. Compare that to a hard drive failure ($270) or motherboard failure ($580). How much does the 3 year accidental damage plan cost on a $899 computer? False. Micro Center is an authorized Dell repair center. Our service departments can do work under any Mail-In Dell warranty. True or False: Customers must ship computers covered under the Mail-In accidental damage plan to Dell to be serviced? The customer is telling you that you have not shown them the value of the product. What is a customer saying when they question cost? You qualify their needs and show them how the Dell service plans fill them. How do you demonstrate the value of Dell service plans to customers? purchase price, security, software, maintenance, repair, tech support, down time Name four costs included in cost of ownership for a business PC. Dell support plans are exclusively available to customers purchasing qualified laptops and business PCs. Who can buy Dell support plans? Body language. Be upbeat and expressive with your customers. What is the most powerful way to convey excitement about Dell plans? Dell starts the support process online and can frequently solve problems without requiring a phone call. Why is there no phone number in the Dell service plan brochure? No. We encourage customer to bring Mail-In items directly to Micro Center for repair. Isn't the turn around time going to be long on Mail-In service plans? You have to believe in the value of the plan. If you do not think that the plan is a good value, your customer will not believe it is a good value. How do you justify the expense of the accidental damage plan when it approaches 50% of the cost of the computer?