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Support

Dell Support FAQ

Q: Obtaining Gold Support from Bermuda Microsystems
Q: Dell Support Options available from Bermuda Microsystems
Q: Why your system’s service tag is important and how to determine what it is
Q. How to determine if your system is still under warranty
Q. How to obtain support direct from Dell
Q. How to obtain support from Bermuda Microsystems
Q. How to transfer your system’s warranty to enable support from Dell (Latin America) and/or Bermuda Microsystems
Q. Where are the Dell (Bermuda) and Dell (Latin America) websites
Q. How to obtain support from Bermuda Microsystems for systems out-of-warranty
Q. How to extend your warranty
Q: Obtaining Gold Support from Bermuda Microsystems

A: Note this option is only available to those customers with a GOLD Maintenance Contract with Bermuda Microsystems.

To obtain GOLD support, call the Bermuda Microsystems office : 295 2624, equipped with your systems service tag number and a description of the problem and speak with a Service Administrator. We will be able to raise a GOLD trouble ticket on your behalf. You will receive an Service Center Number (SC#) which you should use in all further correspondence with Bermuda Microsystems.

Q: Dell Support Options available from Bermuda Microsystems
A: There are several support options for your Dell, available from Bermuda Microsystems, depending on your requirements:

(1) Dell Enterprise Gold Support: Specifically for PowerEdge Servers, Dell-EMC branded Storage Networks and PowerVault Storage Solutions, Dell Enteprise Gold provides unparalleled levels of corporate response and support. Enterprise Gold provides direct access to Dell’s world-class Enterprise Command Centre in Austin Texas, where a team of superior, certified Dell technicians and consultants are on-hand to deal with your service issues at the highest priority. Enterprise Gold also equips you with a Technical Account Manager, who is responsible for marshalling all the required resources to deal with your issues swiftly and to your satisfaction.

Enterprise Gold can be invoked either directly by your, the customer, or via Bermuda Microsystems.

(2) Dell Gold Support: Available for Optiplex Desktops and Latitude Notebooks, provides direct telephone access to Dell certified technicians, by-passing standard support procedure;

(3) Dell Complete Care: Allows for accidental damage to PCs, from spilling drinks in the keyboard to dropping your laptop down the stairs. These types of accidents are not covered by standard Dell Warranty.

(4) Next Business Day: Failed hardware will be replaced within one business day of your call to Dell (subject to parts availability);

Q: Why your system’s service tag is important and how to determine what it is?
A: Your system has a unique seven character service code – unique worldwide, which is held in a database at Dell and includes information about where you bought the system, what the original hardware and software configuration was, and how long you have left on your warranty.

In order to obtain service for your system under warranty, either with Dell or Bermuda Microsystems, you will need to provide the service code to whoever you speak to, and that will determine whether you will be able to receive service.

Your Service Tag number is located on the back of your system if it’s a desktop system or tower, and underneath your system, if it’s a notebook or laptop. It will be clearly obvious as a Service Tag, and, in many cases will be preceded by the words “Service Tag” (An example service tag, might be C9QHC21).

Q. How to determine if your system is still under warranty;
A. Your system’s service tag is what is used by Dell to determine whether it qualifies for warranty service. If you wish to know whether your system is still under warranty, go to:

http://support.dell.com/

and select the type of customer you are (eg Consumer, Business or Public). Then navigate to the “Popular Support Tools” section, type your service tag number into the appropriate box (marked 1), select the “Services & Warranties” option from the drop-down list in the box marked 2., and select “Go!”.

You will be presented with a screen which will detail how long (in days) you have left on your warranty (it will also show you the start and end date of your warranty).

Q. How to obtain support direct from Dell;
A. Here are the directions for obtaining direct support from Dell:

1. By telephone: Call 1-877-890-0748 (toll-free)
2. By Email: LA-TechSupport@Dell.com
3. On the web: http://www1.la.dell.com/content/default.aspx?c=bm&l=en&s=gen and follow "Support" or "Contact Us"

You will need your Service Tag# (from the back (for desktops) and from the underside (for notebooks)) of your system, before you call, and be prepared to carry out some simple diagnostics as directed by Dell Technical Support.

Q. How to obtain support from Bermuda Microsystems;
A. Here are the directions for obtaining Dell support from Bermuda Microsystems:

Email: click here
Tel: 441 295 2624

 

If you did not buy your system from us, or it was bought more than twelve months ago, there will be a diagnostic fee for us to inspect the issue. Thereafter all warranty related work is strictly free of charge.

Q. How to transfer your system’s warranty to enable support from Dell (Latin America) and/or Bermuda Microsystems;
A. When a system is purchased in mainland USA or Europe, its warranty is not supported in the Latin America Region. In order to be able to fulfill any warranty service request, your system will need to be transferred into the Latin America region.

The process, is simple, though there will be a delay of around nine days before the warranty transfer is enacted.

To transfer your warranty, you need to visit:

http://www.dell.com/us/en/dhs/topics/sbtopic_016_ccare.htm

equipped with the service tag number from your system, and your full current address in Bermuda. Please note that due to the different types of warranty available in different regions, you may also have to enhance/extend your warranty to obtain support in the Latin America Region.

Once the transfer has been completed you will receive email notification. At that point you can proceed to obtain warranty support either from Bermuda Microsystems or directly with Dell.

Q. Where are the Dell (Bermuda) and Dell (Latin America) websites;
Dell Bermuda : http://www1.la.dell.com/content/default.aspx?c=bm&l=en&s=gen
Dell Latin America : http://www1.la.dell.com/content/default.aspx?c=la&l=es&s=gen

Q. How to obtain support from Bermuda Microsystems for systems out-of-warranty;
A. Contact our Support Team:

1. By telephone: Call 441 295 2624
2. By Email: click here
   

And explain that your system is out-or-warranty. Our customer advocates will be able to schedule a technician to look at your system, regardless of its warranty status. There will be a diagnosis fee.

Once diagnosed, we will provide you with a quote for any replacement part, or any software activity work, and you can then either give the go-ahead to proceed or not, as is your prerogative.

Please note that Dell parts ordered as a result of our diagnosis and your approval to proceed, take approximately ten days from ordering, to arrive in Bermuda.

Q. How to extend your warranty
If your warranty is about to expire, or you are transferring your warranty from another global region, you may wish to extend your warranty.

Warranty can be extended by time or quality. Thus, you can extend your warranty which will expire in two weeks time, for another year, or you can extend your standard Next Business Day Warranty, to an enhanced warranty-type called Complete Care (for example), provided it has not expired.

To extend your warranty contact our Sales Department on click here, or contact our Support Team, who will be delighted to provide you with a quote and, should you wish to proceed, will file all the necessary paperwork and enact your extension. Repair costs can be an unwelcome surprise so extending the Dell service warranty is vital. If warranty has expired, Dell customers are not eligible for parts replacement. Whether a Dell product is in warranty or out of warranty, Bermuda Microsystems is not responsible for any lost profits or loss of business or for lost or corrupted data or software. In addition Bermuda Microsystems shall have no liability for any consequential, special, incidental or indirect loss, whether any claim for such is based on tort, contract or other theories.