Dell Computer Hardware Repair

Technical Service Providers' Responsibilities Include:

• The TSP must conduct Dell Required Troubleshooting to determine that warranty service is necessary. Use the guidelines found at the Confluence page Dell Required Troubleshooting.
• Verify that the computer is eligible for warranty work.
• Suspend BitLocker encryption before repair where applicable.
• Back up the computer before the service.
• Restore data and reinstall software, if necessary, after the repair is complete.

Products Eligible for Warranty Repair

This service covers Dell laptop and desktop computers, which are:

• Owned by Cornell University (personally-owned computers are NOT covered)
• Under the Dell limited hardware warranty period
• Purchased with ProSupport or Basic Hardware Service with a minimum of at least “Next Business Day” on-site service-response level
• Identified on the Supported Product List included in the Dell warranty purchased with the computer

Determine if a Dell Computer Is Under Warranty

Dell's Support web site has an easy-to-use online form to check if a computer is under warranty. Simply enter the computer's Service Tag number in the form.

Submit Your Request for Warranty Service

(TSPs) in Cornell departments or units may request warranty service by:

• Submitting an online form (available any time)

We require the following information to start a warranty repair request:

• TSP's name, NetID, and phone number
• Customer's name and phone number
• Primary contact for repair (TSP or customer)
• Dell computer model
• Dell Service Tag number for the computer
• Warranty date
• Location of the computer, including the building and room number
• Description of the problem (Dell and Cornell require TSPs to troubleshoot down to the failed component. Dell Required Troubleshooting)
• Photos of any on-screen error or diagnostics errors and any visible damage. Photos help us expedite repair requests with Dell.
  • If an LCD is broken or defective, a picture that shows the entire screen (all 4 corners) in one photo. 
  • For Track/Touch Pad and Keyboard issues, Dell requires a photo of the entire palm rest. 
• Type of repair requested
• Summary of troubleshooting already completed. See: Dell Required Troubleshooting
• Whether the BIOS has been updated to the latest version
• Whether the latest driver relevant to the component in question has been installed

Once we receive the request, a Computer Hardware Repair Team Technician will assess the problem and determine the next steps.

• If appropriate troubleshooting, necessary photos, and warranty information is complete and valid, the technician will contact the TSP to schedule the warranty repair.
• If the technician determines that the repair is not covered under warranty, the computer will be returned to you and a quote can be requested from Dell for a paid parts repair.
• Tickets will be handled as they are received (FIFO).
• Cornell leadership can escalate tickets as required.

Non-Warranty Repairs

In the event you have a Dell computer that has damage, issues not covered by the warranty, or you need a part upgrade, the Hardware Repair Team can request a parts quote from Dell. Replacement parts will be provided at cost to the unit. 

• Quotes received from Dell will be sent back through TDX to the Non-Warranty Parts request ticket submitted by TSPs.
• Dell parts quotes can be retrieved from the Dell Punch-out inside E-shop, added to your cart, and purchased with a departmental account number.
• You can choose to have them shipped to you or shipped to the Hardware Repair Team Office location at 337 Pine Tree Road East Hill Plaza (Building Code:2583N) for installation.
• If you choose to have the Computer Hardware Repair Team install non-warranty parts or part upgrades there is a $70.00 per hour charge, with a 1 hour minimum. We will need a departmental account number to bill.