Neptun laptops by Dell have a 3-year on-site warranty. The warranty is connected to the service tag of the device. The type and duration of the warranty can be checked by following this link.
Easily replaceable parts which are categorized as Customer Self Replaceable (CSR) are sent to the customer by courier. The defective part must be sent back to Dell after replacement using the enclosed prepaid postage box. Examples of CSR parts are (depending on the model):
- Power supply
- Hard drive
All other hardware defects covered by the warranty will be repaired on-site by a service technician. For defects that cannot be fixed on-site, the service technician may need to send the laptop to a service center. If requested, the customer may also send the defective laptop to a Dell service center directly without using the on-site support.
Dead-on-Arrival (DoA – new device defective on delivery)
If your device is defective on delivery – Dead-on-arrival (DoA) – it must be reported to Dell within 10 days from the date on delivery receipt. The procedure for a DoA is described in this document.
Damages in transit must be reported to our distributor Pathworks GmbH (firstname.lastname@example.org / 041 318 40 00).
Report a Hardware Malfunction (not DoA)
To register a defective device as a warranty case, it has to be reported to Dell directly. You can check your warranty status by providing your service tag here: Dell warranty check.
For all service requests, the service tag of the defective device is required: Where can I find the service tag?
- We recommend using the Dell Online Support. Diagnostic tools and tests on this website simplify the identification of the problem and contact information to Dell is available (E-Mail, phone, etc.).
- Dell Pro Support: 0848 33 00 92
Dell require a detailed description of the problem and the service tag of the affected device. In case of a replacement under warranty, certain parts (Power supply, RAM, SSD…) may be delivered by mail for the installation by the customer. For repairs under warranty, a Dell service technician will repair the device on-site or, if the problem cannot be fixed on-site, take it to a service center. On-site support cannot always be guaranteed in remote areas.
If repeated attempts are necessary to fix a problem, this should be mentioned to Dell in case of a renewed service request.
hould a warranty process be unsatisfactory, please contact Projekt Neptun via e-mail at email@example.com and concisely describe the problem. If possible, please also provide any reference numbers and involved persons.