Why choosing the correct warranty is harder for OEMs than the rest of Dell’s customers

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As a services consultant for OEM Solutions, I see over and over that choosing the correct warranty to purchase is more difficult for OEM customers than it is for Dell’s corporate customers.

Have you ever wondered why that is? The way I see it is that in a corporate IT environment, if an engineer’s workstation fails, there’s probably another one in a neighboring cube that he can log-in to and continue working until his is fixed or replaced. No productivity is lost.

If a server in a data center goes down and it’s running a business critical application, most likely, redundancy was designed in. Again, no productivity is lost.

However, in most cases our OEM customers don’t have the luxury of relying on the support models mentioned above. Their situation is vastly more complex. They have a customer in a remote location who’s not able to use the product they purchased from our OEM until that product is repaired or replaced.

The fundamental question our OEM customer should always consider is, “What is the business impact to my customer if my product goes down?” Think about your current support model. How quickly can you solve this problem so that it doesn't damage your customers’ business or yours? If the cost impact or lost revenue is substantial—or worse if it could have other critical implications as with some of our health care OEMs—consider purchasing Dell ProSupport for OEM with Mission Critical. With choices of two-hour, four-hour or eight-hour on-site parts and labor supportyou can help your customers get back up and running fast. Imagine the improvements in your field service response times and increased customer satisfaction.

We try to make it easier for OEMs with warrantiesthat are purchased and entitled at the system level. That way OEM’s can purchase different levels of service from Dell based on their customers’ business requirements.

Let us know how we can help make your warranty decision easier.

About the Author: Phil Patterson

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