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February 26th, 2025 00:22
Dell can't find a server with a three (3) year warranty purchased by my company in their database
Hello Community,
So we have a Dell EMC PowerEdge R640 that was purchased with a three (3) year warranty. Within the time the warranty was in place the server crashed. The tech who first got to it tried to RMA a part for it but when they punched in the service tag number in Dell's Check Warranty page it comes back with please use a valid service tag number. Not much follow through or any was done on this and now its my problem. Well since the server crashed the warranty has expired. I called Dell's 877 number and they could not find any record of this machine being built by Dell and gave me a Dell Customer Care 866 number and same results. They did ask for information like
Case Number
Purchase ID number
Order number
but I did not have that on hand, didn't think I would need those. I call back with a dell order reference number, a name of a Dell employee involved with config services, a number on an order form from Dell and nothing. So now I'm here, Hi, to see if someone here can help figure this all out. Also going about this raised a couple of new questions:
How many more are like this in our fleet where we purchased a warranty and was never activated?
Does the company get a refund on this?
I know this is a lot for one server but it kinda bugs me that Dell has no record of this, nobody cared for any other evidence such as a screen shot in iDRAC showing server information, License Express active and in principle this warranty should still be honored or compensated for.
I'm not sure what information I should put here or shouldn't <Private data removed from public view. DELL-Admin> if more information is needed and is safe to post let me know. Ok thank you everyone for taking the time to read this and especially a big thank you in advance to those who respond back with parts to a solution.
Byyyyeeeeeeeee!!!
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Origin3k
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February 26th, 2025 13:30
As a Dell Partner who sell a lot of Dell gear and using the official API to query the Database i can say i see this case ~5 times per year when it comes to Enterprise devices. We dont track Monitors, Laptops, Office CPs.
Dell service dispatcher offten use offical dell.com/support site. But they have access to up to 3 databased to search for a given device. Also EVERY ORIGINAL Dell invoice contains the STAGs for the devices.
But.. why a refund? You receive 3 years whichs start when shipping from the factory. Your server is 6 years or older. You havent need Dell support for quite some time like the most ppl. Nobody compains after the support contract ended and never opened a support ticket.
If you feel better buy one with 1Y basic and cross your fingers ;)
Deal with "Clients" can be different because standard config may sitting in a shelf for weeks or months at distributor locations. Those STAGs need to be activcated. But thats not how it works for enterprise gear here where i live.
Regards,
Joerg
Regards,
Joerg