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Parts Return Process

All SMARTECH technicians are required to return all de-installed and unused parts back to the manufacturer within 2 business days (48hrs) of call completion. 

 Parts Return Process

  • Each technician is to keep a parts shipping log. This log will aid in resolving any discrepancies related to parts return verification.  **THIS IS NOT A REQUIREMENT, JUST A TOOL TO ASSIST**
  • Parts return information is verified once a day by SMARTECH
  • Parts are considered returned once the logistics carrier has scanned the return waybill information.  The tracking date must be within 48 hours of the time the call was completed.  Tracking information with dates earlier than completion date will be considered invalid.
  • Call assignment is dependent upon the successful return of unused and de-installed parts to the OEM
  • Call assignment will be suspended if a technician reaches more than 5 unresolved parts returns

 Reporting in Alert Process

  • The technician is responsible for making sure the part that has been returned tracks.  All service calls should sit in the Complete status until the waybill that has been entered into the Time Sheet Detail (TSD) tracks.  Once the part tracks the call will then be moved by the technician to Info Complete status.
  • All service calls will be double checked by a SMARTECH Admin.  If a service call is moved to Info Complete and the part does not track then that service call will be moved back to Complete status and all payment or expenses will be placed on hold until the part does track.
  • If a part is considered consumable then in the Parts Return drop down choose #2 Verified with Dell that the part is consumable", then write the word "Consumable" in the return waybill field and choose #4 No Part return in the Carrier.
    If the customer is keeping the part then in the Parts Return drop down choose #4 "Customer took ownership of parts"

PLEASE READ THE FOLLOWING CAREFULLY

  • In order for a customer to keep the part a technician must call into Dell tech support and get an authorization code (case #) from Dell. 
  • Call this number 800-737-8626 and inform the Dell Tech Support Agent that an authorization code is needed to release the parts to the end user.
  • The customer must sign or initial on the work order that they kept the parts
  • The case number must be placed into the Return Airbill field in Alert
  • Choose  #4 no part return under the Carrier in the TSD

No Waybill Process 

  • If you receive a part from Dell with no return label please follow the instructions below and send an email to your manager with the tracking information as well as DPS# and SRMS Call #. Your manager can then ensure that it gets removed from our list of return parts. Managers will send a note to Jimmy Toscano to either remove part or provide updated return waybill information.

DO NOT:

  • combine parts in one box or use airbills that did not come with the specific part.  Dell scans the bar codes on the printed labels upon receipt and this is how they determine whether or not we have returned the parts. If the paperwork in the box has a return waybill listed and the return waybill you are using is different, then you must send a note to your Manager with the updated information.
  • If part has no return label then take the package to the FedEx station and let them know it is a Dell Return.  You will need a Ground Airbill from them to fill out with the address below as well as the DPS# in the billing reference field under the from section.   Keep the top copy for your records and ensure that you send Jay Toscano  the information.

                                    Correct return address:
                                    Parts Returns
                                    Dell c/o Genco  
                                    4555 Creekside Pkwy
                                    Suite A
                                    Lockbourne, OH 43137

  • All paperwork and packing lists from the box needs to be kept on file until the parts reconciliation report with Dell is complete for that month.  Currently we are processing two months behind with Dell and they are looking to get it to about two weeks ago so that we can better maintain our parts recovery in the field. 
  • Please ensure that you are returning parts to the address listed above and include the DPS# on the waybill as well as written in marker on the top of the box.
  • When you receive a call with parts shipped in two different boxes please ensure you are using the correct box for return.  If they get mixed up and end up in the wrong warehouse we will not get the credit for return on either part. Dell can only track the parts by return waybill numbers, if you return a part under a different waybill and we do not update Dell, again we get charged.