Dell On Call

From Wikipedia, the free encyclopedia

Dell On Call is a limited and fee based service that covers certain computer issues as an extension to Dell's normal limited hardware warranties (Said warranties only cover pre-installed physical hardware, drivers and the Operating system, the most expensive components of the computer). Dell on Call started on November 15, 2005 by Dell as a replacement to Dell HelpDesk plans sold up until that date. Dell on Call is only for American Home and Small Business customers, as large businesses tend to spend hundred of thousands of dollars on in-house staff dedicated to taking care of the covered issues. Dell On Call representatives are trained to do their best to please customers by not only resolving issues that customers have, but also giving lessons about what went wrong, how to find a solution to the issue and how to prevent it from happening again. Dell on Call has several different levels of contracts and pricing schemes that suit people's needs differently.

[edit] Plans supported by Dell On Call

Two plans for Dell on Call available upon the purchase of a new system (this one was an XPS).

• Single PoN (Point of Need) Contract: Entitles the Customer to a single incident.

• Yearly PoS (Point of Sale) Contract: Entitles the Customer to 5 incidents over the course of 1 year.

• 1 Year Upgrade: Adds 3 incidents for those who purchased the PoN contract or simply purchases 4 incidents outright.

• 30 Day Trial: Unlimited incident support for 30 days. Sold with new PCs only.

• 1, 2 and 3 year HelpDesk plans: These were sold to businesses prior to Dell on Call's establishment. Theoretically the 3 year contract may be supported until November 15, 2008, however, it is no longer possible to buy one of these plans.

• It is now possible to purchase a 13-month combination upon point of sale. 30 days unlimited + a year of 5 incidents.

Dell On Call representatives are based within the United States of America, as well as Edmonton, Alberta, Ottawa, Ontario, Sault Ste. Marie, Ontario, Windsor, Ontario and Mumbai,India. These locations are Dell operated facilities in the Americas and are not Outsource partners with the exception of the Dell On Call teams based in Sault Ste. Marie, Windsor and Mumbai,India

The Dell On Call service is a supplement to the core helpdesk.

[edit] In-scope for Dell On Call

Due to a major scope of support change, Windows XP and all pre-installed applications are now in the scope of support for the Core tech support line

The scope of support for DOC still includes:

• Spyware and virus removal:
  • Getting rid of annoying pop ups
  • Improving the performance of the computer
  • Activating parental control features
  • Arranging Internet security to block pop ups
• Instructions and use of various Dell products Dell DJ
• Installation and setup of third party products such as digital cameras, mp3 players, printers, mice and keyboards
• Support for most Windows XP issues
• Windows XP and Windows Vista only
• Troubleshooting and setup for home networking
• Basic use of Microsoft Office and Adobe Acrobat Reader
• Basics of accessing the Internet and Email
• Basics of media player software such as Windows Media Player and Roxio Easy CD Creator

[edit] Out-of-scope for Dell On Call

• Hardware issues
• Enterprise networking
• Sales and business issues
• Computers not from Dell
• OS's older than XP - Not supported

[edit] Sources

• Expanded Dell On Call services team trained to help consumers... PRdomain.com
• Dell offers new consumer support Statesman.com
• Dell Introduces New Fee-Based Tech SupportTwice.com
• Expanded Dell On Call Services Team Trained to Help Consumers Get Most Out of Technology Experience Yahoo.com
• Dell on Call Contract Resource PDF
• Dell on Call Supported Product Overview

[edit] External links

• Dell On Call Product Page
• Dell on Call Information Page
• Dell, Inc Website.