Dell cuts take-away repairs

On-site service the only option for SMBs

Dell has scrapped its return-to-base warranty services in favour of on-premises support.

The services were culled in line with reductions that saw 19 varieties of SMB service warranties cut to three.

Dell SMB division services business manager Kush Naidu said few customers subscribed to return-to-base servicing — where hardware is packaged and shipped off for inspection — because downtime can last days and problems can persist.

“A customer could spend 4 hours packing up, shipping, waiting three days and reinstalling a machine and it may not still run.... it could be a network cable or something else that is the problem,” Naidu said.

“With [on-premises] servicing, the part is delivered and an engineer comes and stays on-site until the problem is fixed.”

Nadiu, who has worked for Dell for 11 years, said the recession will see growth in managed service support. He said Dell's local servicing represents about 7 percent of SMB division revenue, and about 17 percent of enterprise revenue.

“In my opinion, the economic downturn will increase growth in service support,” Nadiu said, adding that IT managers will face increased workloads if their businesses cut-back on IT staff.

It could cost up to $600 for an average one-off service for a server, he said.

About half of service calls are how-to configuration requests, of which a “large amount” pertain to configuration of Microsoft Vista, Office, and wireless networks, which take twice as long to resolve as other support requests. Naidu said while these calls must relate to a covered Dell product, they are “flexible” and will remain on the call until the problem is resolved.

An April survey of 203 SMB IT decision-makers across Australia and New Zealand, sponsored by Dell, found less than half of respondents were concerned with “keeping up with current trends”. Nadiu said many businesses are choosing to “sit tight” and maintain existing infrastructure during the recession.

Most respondents want IT to improve efficiency and increase productivity this year, and reduce overheads and cut costs.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

Tags Dellservices business

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Darren Pauli

Computerworld
Show Comments

Brand Post

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Luke Hill

MSI GT75 TITAN

I need power and lots of it. As a Front End Web developer anything less just won’t cut it which is why the MSI GT75 is an outstanding laptop for me. It’s a sleek and futuristic looking, high quality, beast that has a touch of sci-fi flare about it.

Emily Tyson

MSI GE63 Raider

If you’re looking to invest in your next work horse laptop for work or home use, you can’t go wrong with the MSI GE63.

Laura Johnston

MSI GS65 Stealth Thin

If you can afford the price tag, it is well worth the money. It out performs any other laptop I have tried for gaming, and the transportable design and incredible display also make it ideal for work.

Andrew Teoh

Brother MFC-L9570CDW Multifunction Printer

Touch screen visibility and operation was great and easy to navigate. Each menu and sub-menu was in an understandable order and category

Louise Coady

Brother MFC-L9570CDW Multifunction Printer

The printer was convenient, produced clear and vibrant images and was very easy to use

Edwina Hargreaves

WD My Cloud Home

I would recommend this device for families and small businesses who want one safe place to store all their important digital content and a way to easily share it with friends, family, business partners, or customers.

Featured Content

Product Launch Showcase

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?