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17273
July 4th, 2014 01:00
Warranty for R820
Hello to all!
We have issue with Dell support and warranty - here is the situation - customer bought last year (2013) server R820 with 5Yr ProSupport and 4hr Mission Critical via official Dell distribution.
This year they decided to upgrade this server with additional HDD's. Because of official explanation regarding warranty from Dell they bought original Dell HDD's (via official distributor) and this disks warranty should be merged with R820 warranty (KIT's have only 1 year warranty, they have on server 5Yr ProSupport and 4hr Mission Critical).
Now Dell support says that this can't be done...[ADMIN NOTE: Profanity removed per TOU]...does anyone have any experience with that and what is the procedure? Where is the point to buy 3x more expensive disks via official channel then if this can't be done?
Thank you for any useful idea.
theflash1932
9 Legend
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16.3K Posts
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July 4th, 2014 08:00
What "official" distributor did you purchase from. Dell will only cover after market drives if purchased from them. It is not enough to simply buy Dell drives. Dell drives should not be 3x the cost of equivalent retail drives when purchased from a supplier.
Mitja
3 Posts
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July 7th, 2014 01:00
We bought drives for customer via Official Dell Distributor in our country (Slovenia is not Dell Direct Country!). We are also Dell Indirect Preferred Partner in Slovenia. So everything done by the book and we are still in black hole regarding this warranty.
DELL-Chris H
Moderator
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9.6K Posts
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July 8th, 2014 06:00
Mitja,
Sorry for the delay. I am looking into the issue for you, but in the meanwhile I have sent you an email with my contact information. Would you do me a favor and reply to me with the Dell Distributors name and information as well as the part number(s) on the drives? This will help us in getting to the bottom of the situation.
Thank you.
Dev Mgr
4 Operator
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9.3K Posts
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July 8th, 2014 08:00
Here in the US, if you buy Dell parts after the original the original server purchase, when you have issues with the parts you added, you'll want to be able to provide the Dell order number to show that the hardware was purchased from them for them to cover it under the server's warranty.