UNDER CONSTRUCTION
System Damage due to "Natural Disasters"
DELL CONFIDENTIAL: The information contained herein is highly confidential and should be used as a guide for your actions, but should not be directly conveyed or forwarded to Dell customers for any purpose.
Consumer
The Essentials
A Dell customer may call in for warranty repairs after their system has been damaged by a natural disaster, such as power surge, lightning strike, flood, earthquake, or any Act of God is not covered under the Dell Warranty.
What the Tech or Service Rep Needs To Know
Electronics are highly susceptible to power surges. Phone lines are especially susceptible to lightning strikes. Explain to the customer that an electrical surge from lightning will go through the modem phone cord with considerable force. You will need to troubleshoot the system thoroughly with the customer to identify the component(s) that may have failed. If possible, troubleshoot to the component level failure.
The customer's system warranty is not voided, however, no in-warranty POS or onsite service will be done at Dell expense on the damaged component(s) until they are replaced. Recertification is NOT required for these repairs. Once the damaged component(s) are replaced and the system is thoroughly tested (via Dell Diagnostics), the system will resume normal warranty coverage.
NOTE: Dell does not provide letters to confirm damages or related costs for insurance purposes nor for any other purpose prior to purchase of parts/components or completion of repairs at the customer's expense. Upon the purchase of part/components or completion of repairs, the customer will receive an invoice and/or a completed repair order which may be used for insurance purposes.
ALL communication and reporting to Insurance Companies is the responsibility of the customer and NOT the responsibility of Dell Computer Corporation.
Options for Service
Since lightning damage is not covered under warranty, the type of service available to repair the system will be at the customer's expense. Here are the options:
Customer purchases components and does the repairs: The customer can purchase the parts from Dell Spare Parts and install them either on his own or with assistance over the phone from Dell Technical Support. The Dell Technician will need to give the part number(s) of the component(s) needed to the customer. For Portables units, this option is available for Customer Replaceable Units (CRUs) only.
Customer purchases components and has technician come on site to do repairs. The customer can purchase the parts and an Installation from Dell Spare Parts. The Dell Technician will need to give the part number(s) of the component(s) needed to the customer. (*NOTE* Installation is not available for non-Dell items.) For Portable units, installation is not available for CRUs. Non-user serviceable parts may not be available for sell from Spare Parts.
Technician and parts are dispatched to customer's location at customer expense via a TM or OW service call. The onsite tech can repair and test the system. If the onsite service doesn't include a component that needs repair, then the customer may have to pay for an additional TM or OWR. For Portable units, on-site service is not available for CRUs.
Out of Warranty At-Home/On-Site Bill to Customer Procedure PP1034681
What The Customer Needs To Know
The customer is responsible for all repair costs. Any payment for the repair is between Dell and the customer and not between Dell and the insurance company. The customer will have to pay for the repairs and then seek reimbursement from the insurance company.
The customer's system warranty is not voided, however, no in-warranty POS or onsite service will be done at Dell expense on the damaged component(s) until they are replaced. Once the damaged component(s) are replaced and the system is thoroughly tested (via Dell Diagnostics), the system will resume normal warranty coverage.
Norton Antivirus Software Usage Support Policy - Consumer Technical Support
DELL CONFIDENTIAL: The information contained herein is highly confidential and should be used as a guide for your actions, but should not be directly conveyed or forwarded to Dell customers for any purpose.
The Essentials
This policy article outlines the extent of technical support that Dell provides for the complimentary factory-installed Norton AntiVirus 2000 Norton AntiVirus 2001 and Norton AntiVirus 2002 programs. The article supplements Dell's software support policy detailed in Dell's Consumer Technical Support Software Support Policy article PP1016372.
The Rules
For the first 30 days after the system invoice date, Dell provides general usage and getting-started support for the complimentary factory-installed Norton AntiVirus 2000, Norton AntiVirus 2001, and Norton AntiVirus 2002 programs.
The 30-day support Dell provides does not include assistance in updating virus definitions.
Dell's OEM version of Norton AntiVirus 2000, Norton AntiVirus 2001, and Norton AntiVirus 2002 will always have OEM in the service tag description: NORTON ANTIVIRUS 2002 SR1,OEM,ENG,90DAY
What the Tech or Service Rep Needs To Know
The complimentary factory-installed Norton AntiVirus 2001 and Norton AntiVirus 2000 programs include complimentary 90-day virus definition update subscriptions.
Dell's OEM version of Norton AntiVirus 2000, Norton AntiVirus 2001, and Norton AntiVirus 2002 will always have OEM in the service tag description: NORTON ANTIVIRUS 2002 SR1,OEM,ENG,90DAY
To determine the subscription expiration date, double-click the Norton AntiVirus icon located in your system tray near the system clock. Click Help, click About Norton AntiVirus, and then click the Norton AntiVirus tab.
The full retail or Dell ReadyWare version of Norton AntiVirus 2000, Norton AntiVirus 2001, and Norton AntiVirus 2002 programs are available through Dell’s factory-installed Readyware program at an additional charge. With the ReadyWare or full retail version, you receive a 1-year virus definition update subscription.
For support outside general usage and all support after 30 days, users should contact Symantec at:
800-927-3991 at .95 per incident (charged to your credit card)
900-646-0007 at .95 per minute (charged to your phone bill)
What the Customer Needs To Know
As a Dell customer, users are granted a free 90 day virus subscription update. After the 90 days expire, users desiring the latest virus definitions for the maximum virus protection must pay the nominal subscription fee to Symantec. Users should either use the tools integrated into Norton AntiVirus 2000, Norton AntiVirus 2001, and Norton AntiVirus 2002, or visit http://www.symantec.com for further information on purchasing virus definition subscriptions. Examples of information that can be found on Symantec's site are listed below and should be given to the customer as a point of reference.
Virus Descriptions
http://www.sarc.com/avcenter/virus.backgrounder.html
What to do if you suspect that your computer is infected with a virus, worm, or Trojan
http://service1.symantec.com/sarc/sarc.nsf/info/html/2001-011614-3624-99
A computer technician suspects a virus after using Chkdsk or Mem, but Norton AntiVirus finds no virus
http://service1.symantec.com/support/nav.nsf/docid/2000032005000406
Is Chkdsk an acceptable means for detecting a virus?
http://service1.symantec.com/support/nav.nsf/docid/2000111512500306
How to Configure Norton AntiVirus for Maximum Protection
http://service1.symantec.com/support/nav.nsf/docid/2001031614323606
How to remove virus
http://service1.symantec.com/support/nav.nsf/docid/1999100710195506
How to create Norton AntiVirus Emergency Disks
http://service1.symantec.com/support/nav.nsf/docid/2000083118152306
What to do before calling Symantec technical support to help you remove or recover from a virus
http://service1.symantec.com/support/nav.nsf/docid/2001021206084206
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A bottle of cure from Zz Top
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