Warranty information

Neptun monitors from Dell come with a 3- or 5-year Advanced Exchange Service (replacement monitor on the next working day) & Premium Panel Warranty.

The warranty can be checked online here using the serial number (service tag) at Dell.

Monitor defective on delivery (DoA - Dead on Arrival - 10-day period)

Monitors that are defective upon delivery (DoA - Dead on Arrival) must be reported immediately. The deadline for reporting DoA is 10 days (the date on the Tech Data/Computacenter delivery note is decisive).

Chose the correct procedure for the retailer where the monitor was ordered:

A) Monitor ordered from YOULAP / Computacenter AG:

• In the event of delivery damage, transport damage or cosmetic defects, the following procedure applies:

a) Delivery damage (transport damage)

Delivery damage occurs when the package or packaging is damaged on the outside (e.g., torn, dented, soaked).

• • Do not accept the package or report the damage to the post office immediately.
  • Further information can be found here: https://www.post.ch/de/pakete-versenden/schaden-oder-verlust
  • Please then inform the Computacenter Inside Sales Team so that they can escalate the case. (mb.ch.ts-sales@computacenter.com / 041 318 40 00

b) Cosmetic damage (product undamaged but visually impaired)

Cosmetic damage affects only the product itself, e.g., scratches, small dents, or color defects, even though the packaging is undamaged.

• • Report the damage to the Computacenter Inside Sales Team at mb.ch.ts-sales@computacenter.com / 041 318 40 00)
    
    
• For a technically defective device (DoA), the procedure is described in this document
  
  

B) Monitor ordered from DQ Solutions:

• Contact DQ Solutions: 044 745 77 55

The following information is required:

• • As precise a description of the fault as possible (in English if possible)
  • Photos of the damage to the device (if the packaging was also damaged, additional photos of this)
  • Service tag (serial number)
  • Delivery note or order number
  • Collection address for the defective device (with surname/first name, telephone number, and email address)
  • Delivery address for the replacement device (with last name/first name, telephone number, and email address)

If you have any questions or concerns, please contact the retailer:

• Computacenter AG: 041 318 40 00
• DQ Solutions: 044 745 77 55
  
  

Monitor defective (without DoA) – warranty claim

Warranty and support inquiries can be made directly to Dell by phone at 0848 330 092, email, or chat:

Contact Dell Support online

The serial number of the monitor can be used to find and contact the appropriate support team. An express service code is attached to the monitor, which is required when opening a support case.

Dell Neptun laptops from 2026 come with a 3-year warranty including on-site service and accidental damage protection (ADP). 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
• RAM
• SSD

All other hardware defects covered by the warranty will be repaired onsite by a service technician. For defects that cannot be fixed onsite, 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 onsite support.

Hardware Defect

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 Computacenter AG (mb.ch.ts-sales@computacenter.com / 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 requires 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 onsite or, if the problem cannot be fixed onsite, take it to a service center. Onsite support cannot always be guaranteed in remote areas.

Complaints

If repeated attempts are necessary to fix a problem, this should be mentioned to Dell in case of a renewed service request.

Should a warranty process be unsatisfactory, please contact Projekt Neptun via e-mail at kontakt@projektneptun.ch and concisely describe the problem. If possible, please also provide any reference numbers and involved persons.

Dell Support Links

• Dell Contact Center
• Dell Support & Downloads
• Dell Device Drivers and System Updates
• Dell Support Worldwide
• Dell Error Diagnostics
• Dell Knowledge Base
• Dell Recovery Media
• Dell Replacement Parts
• Dell Warranty Information (broken link)
• Dell Notebook LCD Display Policy