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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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