Dell ProSupport Services for Commercial Customers and Channel Partners

Faithgirl — Sat, 17 Oct 2009 20:42:10 GMT

I spent over one thousand dollars for a desktop computer (between the extended warrenty and the computer) I just spent yesterday on hold for 3 1/2 hours, and spoke to 15 different people from India. Noone could help me.

When do you plan to have adequate customer support and tech for people who spend alot for your computers? Noone could answer my questions or solve my problem.

thankyou.

re: Dell ProSupport Services for Commercial Customers and Channel Partners

Ann Howard — Tue, 28 Oct 2008 19:45:51 GMT

I was considering renewal of my Dell support service, and have decided not to for this reason: when I called the 866 number I was speaking to a person in the Phillipines. He was polite and informational, but I am very disturbed that Dell does not put more American citizens to work. I understand the global concept, but customers calling from the USA should be able to speak to service techs in the USA. Corporate greed has had a devastating effect on America by exporting this kind of service job to other nations overseas. I for one and hope I'm not alone, am not buying anything from Dell, especially customer service, as long as Dell chooses to hire outside the USA.

re: Dell ProSupport Services for Commercial Customers and Channel Partners

Cary Gumbert — Tue, 12 Aug 2008 18:45:27 GMT

Adam,

We would be delighted to help you provide services to your customers. Along with the announcement today of our new line of Latitude and Precision laptops we introduced several new modular services that I think you will be very interested in. Please see http://www.dell.com/modularservices for more details. There is a link to request a web-based demo of the products – give it a try and let us know what you think!

Cary Gumbert

Dell Global Services

re: Dell ProSupport Services for Commercial Customers and Channel Partners

Darrell — Thu, 07 Aug 2008 09:18:36 GMT

Hi Cary,

Thanks for the response. I have found this info very helpful.
ProSupport is a leap forward for Dell. I wish you all the best for the future.

Regards,
Darrell

re: Dell ProSupport Services for Commercial Customers and Channel Partners

Cary Gumbert — Mon, 04 Aug 2008 15:30:18 GMT

Darrell -

Yes you can request just the parts without the onsite technician when you submit the Fast-Track Dispatch request. You can also swap parts and then request the replacement later. You will still need to return certain parts to Dell like you do today.

For issues where you need a little extra help, ProSupport provides direct access to higher level certified technicians and specialists 24/7. ProSupport also includes collaborative support and escalation management not available with WPD (see www.dell.com/prosupport). WPD generally provides business hour support for selecting the right replacement part after you have diagnosed the issue.

Cary Gumbert

Dell Global Services

re: Dell ProSupport Services for Commercial Customers and Channel Partners

Darrell — Wed, 30 Jul 2008 14:10:40 GMT

You need a better logo. WPD looks almost professional compared to FTD

WPD SITE

http://supportapp.euro.dell.com/FTD/default.aspx

FTD SITE

http://supportapp.euro.dell.com/FTD/default.aspx

Darrell

re: Dell ProSupport Services for Commercial Customers and Channel Partners

Darrell — Wed, 30 Jul 2008 13:45:28 GMT

Hi,

I have a number of questions about the difference between Warranty Parts Direct and Fast Track Dispatch.

How does the FTD differ from WPD?

I/we currently support a number of large enterprises and local government authorities with WPD. A large customer of ours has just requested that we help them out using Pro Support and wondered if I will be able to get parts dispatched without having to exchange the faulty parts with the drop off and collect courier as in the WPD method. Can I order known faulty parts and then dispatch at a later date under the FTD.

My problem is that my customers have over 200 sites across our area and getting parts back to the designated drop-off points is a logistical nightmare and causes the customers hassle with systems down. Fortunately we hold a large number of hot-stock so that we can swap-out before making a warranty claim.

Our organisation have a number of DCSE's, I being one of them, who are more than capable of diagnosing and swapping out faulty goods and do not always need the assistance of a Dell provided Engineer. Will I have the option to decide at warranty request stage as to whether or not an Engineer will follow the goods?

re: Dell ProSupport Services for Commercial Customers and Channel Partners

Adam — Thu, 08 May 2008 14:24:26 GMT

I am a little confused. My company is an MSP, as well as a Dell Premier Partner. I know Dell has purchased Silverback, among other IT service companies. I'm sure the goal is to have almost all Dell customers essentially become managed service customers in some form.

Is there a program that allows my company to capitalize on Dell's infrastructure? For example, when we are ordering PC's, could we choose services such as Silverback, anit-spam, data backup. Dell charges us a monthly fee for providing these services, and we can makr up the fee, or include as part of our overall package to the clients. In this way, we can leverage the Dell infrastructure to provide a better service to our clients without the large investment, and it is always based on Dell hardware.

I would love to be able to use Silverback, MessageOne, backup, etc. monitoring and analysis, and also possibly use Dell as my first level IT support. That would free my employees up for more proactive, valuable activities.

Thank you.

re: Dell ProSupport Services for Commercial Customers and Channel Partners

Cary_Gumbert — Thu, 14 Feb 2008 21:39:53 GMT

Dell ProSupport Fast-Track certifications build upon materials in DCSE but are tailored specifically to the needs of ProSupport users by including additional information. These courses will be updated as new technology is introduced. In addition, we have made these courses more user friendly by translating them into more languages and made them available globally. As of today re-certification is done annually but good feedback on how we can make this more flexible - we’ll look into this. Thanks!

Cary Gumbert
Dell ProSupport
Global Product Lead

re: Dell ProSupport Services for Commercial Customers and Channel Partners

Craig — Tue, 12 Feb 2008 17:31:42 GMT

I have looked high and low for more information, and have even contacted my Premier Account rep. It sounds like this is a renaming of the existing DCSE certification that Dell already has. I would think the ProSupport would be a multi-tiered approach. Your basic Net+ type certification all the way up to Advanced MCSE/A+ certified people. And it looks like people will have to retake the exam every year.

Is that all correct?

-Craig