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9.3

Dell Server Warranties...Up to par with IBM?

Asked by ITDharam in Computer Servers

I've been using IBM servers (various xSeries) for a number of years, and their support has always been outstanding.  I can get access to knowledgeable people on the phone, and when necessary, I can get them onsite.

I have a client looking at Dell, and they asked me what Dell warranty service is like...and I really don't know.  I heard that it is different between their 'desktop support' vs 'enterprise/server support'.

I'm looking for someone who has experience with both, and can compare the quality of service.

I did search around a bit, and found some rather superficial references, but nobody really broke it down.

I'd like to know:
1.  US based support?
2.  Call back, vs direct transfer?
3.  Support system usability? (cryptic phone menu?  wrong transfer?  Prefer web submission?)
4.  General access to knowledgeable people?  (Do you have to escalate 2x before you get someone that can actually help?)
5.  Willingness to replace parts?  (How many hoops do I have to jump through before they'll send out parts?)  Will they let me install the parts, and send a tech when I feel it is warranted?)

Please add anything of value, and remember, I'm looking for people who have encountered support for both Dell and IBM, or if you have experience with just dell, describe it, and that may be enough.

Thanks all.
[+][-]07/28/09 09:12 PM, ID: 24967127Accepted Solution

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Zone: Computer Servers
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Solution Provided By: ComputerTechie
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Solution Grade: A
 
 
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