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| Fast-Track Dispatch Account Setup Process |
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To utilize Fast-Track Dispatch services, a legal representative must complete and submit the
Dell ProSupport Fast-Track Dispatch Account Setup Form.
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Complete the form. All fields are required unless otherwise noted. Contact a Program Specialist at FastTrackAdmin@dell.com if you require assistance.
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Click on the "Submit" button on the bottom of the form. Assuming all information is complete, account setup will be complete within three days.
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After the account is setup, "Welcome Letter" emails will be sent to the account Point of Contact (POC) and to the account technician(s).
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Technicians are provided their individual Tech ID and PIN in the Fast-Track Dispatch Welcome Letter. A Tech ID and PIN is required to dispatch parts through the Fast-Track Dispatch site.
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Testing and Certification
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After the Fast-Track Dispatch account is setup, learning content and assessments will be made available to technicians within 48 hours through the http://www.learndell.com/prosupport portal.
The LearnDell certification site requires a separate login using the tech's email address. The technician email address provided in the Fast-Track Setup Form must match the technician email address used on the LearnDell certification site.
Technicians must annually pass a Policy and Procedure module and proficiency examination(s) on each of the product families to be serviced and supported. Once the tech successfully completes the Policy and Procedure module and product family testing, Fast-Track Dispatch of parts and service will be activated within 48 hours.
To utilize the services of the Dell ProSupport Fast-Track Dispatch Program, technicians must:
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Accept and abide by the program Terms and Conditions
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Complete the ProSupport Fast-Track Dispatch Policy and Procedure Module
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Annually pass proficiency examination(s) on each of the product families to be serviced and supported
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Additional Technicians
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| To add more technicians after the account has been set up and grant them access to Fast-Track Dispatch certifications please submit a
Fast-Track Dispatch Technician Request Form.
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| A maximum of one Certified Technician per 100 ProSupport systems is allowed through this program.
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| Login to the Fast-Track Dispatch website.
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| Select the Warranty Parts link.
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| Select Parts Request.
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| Enter the Service Tag of the system for which you are requesting parts or service. Note: Only one Service Tag number may be used per request, but multiple parts may be requested per Service Tag.
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| Verify system and warranty information for correctness. Read the Fast-Track Dispatch Policy and check the box noting that you have read and understand the parts replacement policy and Continue with the Request if everything is correct.
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| Fill in the applicable information.
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The Reference/Purchase Order Number: Is for your internal company tracking numbers. It is a required field but the number is for your reference only. Most companies will put a work order number or a service tag of the system so that the reference number on the part dispatched can be linked to a number internal to your company. If not using the field, please populate with N/A, or none
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Diagnosing Tech Information: If the technician requesting the part is not the tech who diagnosed the system issue, click the drop down to select another technician from your team.
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End User/Customer Information: Enter the name of the company the system is registered to.
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System Location/Ship To Address: The System Location/Ship To Address may be changed If the location and person the part is being shipped to is different from the person?s address requesting the part.
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OnSite Service Option: There are times when you may want to have an on-site technician replace the part rather than have the part sent directly to you. For these situations, if the system has on-site service and the part requested is not a peripheral, check the box for Dell Onsite Service Technician Required. If a Dell technician is requested to replace the part, an alternate contact and phone number must be provided.
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System Failure and Troubleshooting Performed: Please use Problem, Description, and Solution format.
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Problem is for the failure the system experienced (i.e. No Post, locks up, etc.)
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Description is for what troubleshooting has been done to determine the part causing the failure (ran diagnostics, swapped with known good parts, etc.).
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Solution is the action that needs to be taken (replace hard drive)
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Other field: Free field (not mandatory).
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| Select the commodity of part that needs replacement.A part number is not required
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If the part description is not listed, type the description in the ?Other Parts? box
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When selecting Display Monitor, Battery, and some other peripheral devices, another box will appear asking for the 20 character serial number. Please enter the 20 character number and verify for correctness
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| Confirm request. If everything is correct, click the Submit to Dell button. Once an order is processed by the Fast-Track Dispatch team, a confirmation email is sent to the requesting tech. If there was an issue and the request was not processed, an email is sent to the tech with the reason and next steps
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Technicians may also contact Dell Technical Support to complete a Fast-Track Dispatch, either by phone, chat or email.
A unique Dell Technician Identification Number (Tech ID) and Personal Identification Number (PIN) are issued to each technician participating in the Fast-Track Dispatch Program. The Tech ID and PIN are emailed in the ?Welcome Letter?. After certification is complete on the LearnDell site, technicians may use their Tech ID and PIN to contact Dell Technical Support to complete a Fast-Track Dispatch, either by phone, chat or email. Requests that require same day support should always go through Fast-Track Dispatch Phone Support or Chat.
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Please wait 48 hours after system certification is complete before attempting to order parts for that system type through Fast-Track Dispatch Phone Support.
If a part is needed before certification has been completed or updated in the Dell tools, please contact the Dell ProSupport phone team. Complete troubleshooting will be required until test certification results are loaded.
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Call into the Fast-Track Dispatch Phone Support using the Tech ID and PIN login information provided in the ?Welcome Letter? email.
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The Dell Technician will ask the Fast-Track technician for:
Their Fast-Track Dispatch login information so that the Dell Support Technician may validate status.
A brief description of troubleshooting performed.
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The Dell Support Technician will evaluate the request and initiate approved part or service dispatch(s).
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Technicians may also contact Dell Technical Support to complete a Fast-Track Dispatch, either by phone, chat or email.
A unique Dell Technician Identification Number (Tech ID) and Personal Identification Number (PIN) are issued to each technician participating in the Fast-Track Dispatch Program. The Tech ID and PIN are emailed in the ?Welcome Letter?. After certification is complete on the LearnDell site, technicians may use their Tech ID and PIN to contact Dell Technical Support to complete a Fast-Track Dispatch, either by phone, chat or email. Requests that require same day support should always go through Fast-Track Dispatch Phone Support or Chat.
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Please wait 48 hours after system certification is complete before attempting to login to Fast-Track Dispatch Support
If a part is needed before certification has been completed or updated in the Dell tools, please contact the Dell ProSupport phone team. Complete troubleshooting will be required until test certification results are loaded.
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Login to http://prosupport.dell.com/FastTrack and use the Tech ID and PIN login information provided in the ?Welcome Letter? email.
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Click on the link to Fast Track Chat.
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Complete the requested information. There is a 128 character limit to the question field.
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The Dell Technician will ask the Fast-Track technician for their Fast-Track Dispatch login information so that the Dell Support Technician may validate status.
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The Dell Support Technician will evaluate the request and initiate approved part or service dispatch(s).
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