Dell Customer Replaceable Unit Program

Customers with systems that are configured for dial-home (SRS/email) will have a service request (SR) opened automatically. A customer without dial home capability can request a hardware replacement part by opening an SR with Dell Support. Once opened, the customer is contacted to determine if they would be willing to replace their customer replaceable parts and to verify the shipment address, phone number and to provide a ship to contact name. Once the SR is processed and the part is shipped, the customer receives an email (if Dell has the customer’s email address on file) containing the shipment status of their hardware replacement part, along with instructions on how to return the defective hardware component. In the shipment are the hardware replacement part and return shipping instructions along with a shipping label. Delivery of hardware replacement parts is based on the Customer Service offering assigned to the Dell Product. Descriptions of Dell Customer Service offerings can be found within the Dell Warranty and Maintenance Page

Auto-CRU

The customer has the option to sign up for Auto-CRU. The Auto-CRU program indicates that the customer will always replace a customer replaceable part without communication prior to part dispatch. The customer receives an email indicating that a part was dispatched. The return process has not changed. All failed parts must be returned to Dell unless the customer has a valid part retention contract.

FRU field assists

Dell initiated a new program in CY2020. This program allows a customer to replace field replaceable parts (not CRU) under the remote guidance of a customer engineer. The return process has not changed. All failed parts must be returned to Dell unless the customer has a valid part retention contract.

For VNX and CLARiiON, the Drive Replacement Utility (DRU) must be run to determine if your disk drive is eligible for customer replacement. The DRU is a feature of Dell Unisphere™ Service Manager (USM), which is downloadable from the Dell Online Support site (Downloads). To expedite the drive replacement, you should run the DRU prior to submitting a Service Request for a suspected drive failure regardless of the Support Option associated with the storage platform in question. If you do not run the DRU prior to calling Dell, a Customer Support technician provides remote assistance with the DRU installation and execution.

If the DRU determines the drive to be customer replaceable and you have a Pro-SupportNBD or Basic Support Option, Dell ships the applicable part to you for your replacement. If you have a Pro-SupportMC or ProSupport Plus Support Option, you have the option of replacing the customer-replaceable drives yourself.

If the DRU determines that the drive is not customer-replaceable, or that due to the condition of the drive, it should not be replaced by a customer, Dell dispatches a field engineer in accordance with your selected Support Option.

VNXe3150 or 3300 and VNXe1600 or 3200 and other Dell systems have integrated diagnostics that validate the ability for the drive to be replaced without additional training.

If you have a Basic or Pro-SupportNBD Support Contract, Dell may charge you for the labor time and travel expense to install customer-replaceable units (CRUs), or to assist with service activities defined as CPTs in several instances, including:

• Customer Refusal to Run the Diagnostics  - if a customer does not run the required diagnostics or be willing to follow documented procedures then Dell will dispatch a field engineer to determine if the drive must replace, and if so, to perform the replacement at your expense.
• Replacement of a CRU or Performance of a Service Activity - If you request Dell to perform the service activity—either part replacement or other service event that is not in your Support Option— Dell dispatches a field engineer at your expense to perform the service activity.

Once the CRU has been received by the customer, it is recommended to generate specific steps using SolVe and videos in English with localized subtitles in nine languages or you can go to the appropriate Support by Product page within the Dell Online support site for specific instructions on installing the hardware replacement parts:

Dell Product	Applicable Instructions
Avamar Connectrix Celerra Dell Unity Isilon ScaleIO VNX VNXe	Go to Dell Online Support Type in Avamar in the "Identify a Product"  Select Avamar Data Store and the specific model from the dropdown Select Support videos from "More Resources" Or go direct to customer replaceable videos at CRU videos
PowerStore	1. Go to Dell Online Support. 2. Type PowerStore part replacement in the search box 3. Select specific document required.
CTA  Rainfinity/FMA)	1. Go to Dell Online Support 2. Go to the Support by Product page using "Identify a Product"  3. Cloud Tiering Appliance | Docs
Data Domain	1. Go to Dell Online Support 2. Go to the Support by Product page using "Identify a Product" 3. Go to the specific Data Domain model Search for part replacement.

Once your replacement part ships, you receive an email notification (if a valid email address is provided to Dell) and return instructions. This communication may come from On Process Technology, who has been contracted by Dell to manage our asset returns. You should return the replaced part to Dell within five (5) Business Days from when you receive a replacement CRU component (5-10 Business Days for customers located outside of the U.S.) as stated in the instructions included with your return shipping materials. It is the responsibility of the customer to return to Dell all replaced parts (including CRUs) using the return shipping materials supplied to you unless you have a valid part retention contract with Dell.

Complete the following steps to return spares to Dell: 

• Place the defective part into the box in which the good part was received and seal it appropriately.
• Complete the Return Airway Bill and affix it to the box. Remember to record the waybill tracking number for your records. The Order Number is found on the original Dell packing label on the box.
• Arrange to have the part picked up by the carrier on the waybill or use a drop-off location nearest to your area for the carrier to pick up. Note: Asia customers, follow the instructions in your return kit, contact the third-party logistics provider to organize collection of your Dell part return.

If you must amend your booking, contact DHL ie.dellemc.elp@dhl.com and quote your Task ID number.

To return a part:

1. Place the return part into the box provided. Seal the box.	2. Attach Red Label for a defective return or Green Label for an unused return.	3. Hand part over to DHL courier who will collect your part in three business days.

Retain a copy of the Shipping label for proof of return, which will be emailed to you prior to collection.

In the rare event you are replacing a Lithium-Ion Battery, use the provided return materials and do not remove or cover any Lithium-Ion Warning-Caution labels. These labels have been designed to adhere to federal Dangerous Goods shipping requirements. Be aware that Li-ion batteries cannot be returned by plane, but only by ship, road, or rail.

Returns must be made within five business days of receipt to avoid collection activities. If you are returning an unused part, affix the green "Unused Part" label to the outside of the box.

If you require a new return kit, or for any questions or assistance regarding this return shipment, contact US.Domestic.return.kits@emc.com.

For more details on how Dell handles returned disk drives, view the Dell Disk Drive Handling Process document, located within Online support at Media Sanitation of Data Storage Devices

Should the customer have further issues installing the CRU, they should contact Dell Customer Service and reference the original Service Request identification number.