Comprehensive Hardware Support For the US K12 Education Market

Table of Contents

1. Program Overview
2. How to use the Service
   1. Request from Tech-Direct
   2. Request from Dell.com
3. Tracking CHS Incident Repairs
4. Frequently Asked Questions

Program Overview

Comprehensive Hardware Support (CHS) is an annual service plan allowing you to use a pool of hardware repair incidents to repair your school’s Chromebooks or Latitude for Education laptops for issues not covered by Dell’s standard warranties (Basic, ProSupport, or ProSupport Plus). If you purchased CHS with your student devices, then your starting incident count is based on the number of systems purchased, the 5%, or 10% repair rate you selected and the term you selected.

Regardless of how you purchased CHS, the incidents can be used for:

• Accidents & Student induced damage
• Battery replacement 
• Drops, Spills, or Power surges
• Cosmetic damage as long as the damage is severe enough to cause bodily harm to the student or allow for liquids to enter the system and cause further damage

Here are some other general program details:

• CHS incident repairs can be used on any systems which are under warranty and have a CHS entitlement.
• CHS incident repairs can be used on the same system multiple times during the term purchased.
• No other fees or deductibles are charged, the repair incidents you purchased covers all freight charges, repair labor and the parts needed to repair your system.
• Incidents not used during the term purchased are forfeited.
• Incidents cannot be used for purely cosmetic damage such as scratches and dents
• All CHS incident repairs are done at our repair depot. 

How to use Comprehensive Hardware Support

When you are ready to use the Service, the process is easy.  You can request to use one of your repair incidents through TechDirect, or you can call Dell Tech Support to arrange the repair.  You can call the normal Dell Technical Support queue that is aligned with your Dell warranty (Basic Hardware Support or ProSupport).  The whole process should take between 7-12 business days and in most cases should be under 10 days.

Request from Tech-Direct:

1. Log in to TechDirect Portal. Navigate to Services and click Self-Dispatch (Figure 1).
   
   Figure 1. TechDirect Dashboard Screen
2. Enter the Service Tag, choose the appropriate Group if applicable and click Submit (Figure 2).
   
   Figure 2. TechDirect Dispatch Screen
3. Update the Service Tag to Initiate the Dispatch (Figure 3).
   
   Figure 3. CHS - Create Dispatch Screen
4. You will see an overview of the service tag and associated warranties. Click Next (Figure 4).
   
   Figure 4. CHS - Service Tag Details Screen
5. Enter clear details related to the problem being experienced with this system. Attachments such as screenshots, error logs may be added. If this system is CHS entitled, you will see that a checkbox marked 'Request Comprehensive Hardware Support'. Tick this checkbox if a CHS dispatch is required and click Next (Figure 5).
   
   Figure 5. Only shown when CHS entitlement is present and active
6. When CHS has been requested, you will be asked: "Do you want to claim Comprehensive Hardware Support on this submission?". If yes is marked, the dispatch request will result in one CHS incident being depleted from your pool of incidents.   
7. The next screen will ask you to enter relevant contact details and a shipping address.
8. The last screen will present an overview of the information you have entered. If you must amend anything, you can do so by returning to the relevant section. Click Submit Request.  
9. We will send you an empty box that you can use to send the system back.  You should receive the box the following day or within 2 days at the latest.
10. Send the system back using the prepaid FedEx label and box that we provide.  The system will be going to Houston, TX.  
11. Once received, we will immediately diagnose and repair the system.
12. We will then send it back to you using FedEx  
    • Dispatch Status to find the status on dispatch created on TechDirect: Repair (Depot) Center Status Tool
      Note: By providing your Service Tag or Express Service Code, Dispatch/Reference Number and the email address that was used to create the request, you can determine the status of your repair.

Request from Dell.com:

1. Go to Product Support | Dell US.
2. Enter the Service Tag and click Search.
3. On the Product Support Page, click Technical Support (Figure 6).
   
   Figure 6. Click Technical Support
4. Select an issue from the drop-down list (Figure 7).
   
   Figure 7. Select an issue
5. Click Get Started in the Mail-in Repair option (Figure 8).
   
   Figure 8. Click Get Started
6. Fill the relevant details and opt Comprehensive hardware service for accidental damage service. Click Continue to Shipping Information to provide shipping information (Figure 9).
   
   Figure 9. Fill the relevant details
7. Enter the address information and click Continue to Confirmation (Figure 10).
   
   Figure 10. Enter the address information 
8. Review the details of the submission and click Submit (Figure 11).
   
   Figure 11. Review the details of the submission

Tracking CHS Incident Repairs

We will be tracking the usage of your incidents.  We will start with the total number of repair incidents you purchased and start deducting repair incidents as you use them.  If you add more CHS repair incidents later, we will add them to your total available repair incident count.  Also, we will be sending you monthly statements to help you keep track of your CHS purchases and repair incident usage.

Frequently Asked Questions

1. Is anything not covered by Comprehensive Hardware Support?
   • CHS does not cover "acts of God" such as fires and floods. CHS cannot be used in the case of theft or loss.
2. How do I request support?
   • If you have access, you can submit incident requests through TechDirect, Dell’s online self-service portal. Otherwise, both the Basic and ProSupport Technical Support teams can process CHS incident requests over the phone.
3. Where will my systems be repaired?
   • Your systems will be mailed to our Depot repair center. 
4. What is the turnaround time?
   • The SLA is Dell’s standard Mail-In Service turnaround time of 7-12 business days.
5. Will you send me a box to return the systems for repair?
   • Yes. Once a repair is requested, we will the send you an empty box so you can mail in the system for repair.
6. Can I use Comprehensive Hardware Support on the same system/service tag multiple times?
   • Yes. The same service tag can be repaired multiple times in the same year.
7. How will I know how many incidents I have used?
   • We provide monthly CHS incident usage statements to you to reflect how many incidents were purchased, how many have been used, how many are in process, and the net balance.
8. What happens if I do not use all the incidents purchased before the term ends?
   • Any unused incidents are forfeited and cannot be rolled over or partially refunded.