Dell EMC Service Basics: Customer Induced Damage (CIDAR)

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Goals and Objectives

Upon completing this lesson, you will be able to:

CIDAR definition and importance

Engineer Onsite Activities

CID definition per commodity

Dell Service Partner activities (Management)

Note:
This course is designed in a modular format. You need to complete all the
mandatory modules and the assessment to get course credits.
This is not a voice enabled course.

What is in it for me (WIIFM)

The goal of this training course is to provide you with the information necessary
to understand CIDAR.

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CIDAR Definition and Importance

Definition
CIDAR = Customer Induced Damage / Asset Recovery.
Customer Induced Damage is damage to the system caused by our customer accidentally
or on purpose.

CID is focused on repairs without Complete care/Accidental damage coverage.

Systems with Complete Care/Accidental Damage warranty is repaired without

questioning & free of additional charge.
CID cases without Complete care/Accidental Damage coverage will not be repaired
free of charge.

CID detection:
If Technical Support detects CID Either no service is issued or an out of
warranty service is sold to the customer.
If the Field Engineer detects CID contact Technical Support for further
directions. If CID is confirmed and the customer does not have Accidental Damage
coverage, then the customer has the option to either pay for parts & service or to
decline further service.

[Click on each of the images below for a better view]

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Engineer Onsite Activities

[Click on the image for a better view]

IMPORTANT
DASPs should only open repair part boxes as needed. When a part is not used to
complete a repair, that part should be returned to Dell unopened. This allows for
the part to remain as originally packaged and be returned to service stock without
the need for failure analysis testing.
If Part not replaced, then return it to stock as Did Not Consume (DNC).

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Quick guidelines to damage detection

Basic CIDAR instructions

Code CDN/CDR every time CID is detected.

Call/report CID to Dell if not sure about Complete Care / Accidental Damage call
type

Guide for Damage Detected Onsite

1 Onsite Engineer sees that the call is Complete Care / Accidental Damage(DPS type
/Call type)
-No Need to Call Technical Support, but code CDR (CID detected and Replaced).
2 Onsite Engineer does not see Complete Care / Accidental (DPS type /Call type)
-Call Technical Support, regardless of any comment or sentences the call
description.
-Code CDR(CID detected and Replaced if Technical Support advises to replace),
CDN (CID Detected but not replaced no replacement advised by Technical Support)

If Part not replaced, then return it to stock as Did Not Consumer(DNC)

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CID definition per commodity

Dell Global Field Replaceable Parts Procedure for Customer Induced Damage Asset
Recovery-

Additionally, CID may be uncovered by DASPs, TPMs, Dell Certified Self-

Maintainers and Carry in Service Providers.

If, while performing a repair service, these third party providers discover CID
outside Dell's warranty terms or any CompleteCare/CompleteCover or Accidental
Damage coverage, the third party maintainer is not authorized to complete the
repairs and while on-site, shall contact Dell (typically via the DASP Queue), and
act upon instructions given per the Dell-Service Provider contract or statement of
work.

When determining if the failure is due to accidental damage or abuse, it is

imperative to ask the customer probing questions as to how the failure occurred and
then document the customer's responses.

The questions should attempt to uncover:

When and how the damage occurred
Where the system was at the time of the incident
The extent of the damage

Damage described below may indicate Customer Induced Damage through misuse or
neglect, and is often the true cause of the failure in question.

Damage can be caused by drops, physical impact and includes obvious damage to
connectors/jacks resulting in broken pins, bent pins, and
damaged ports. The damage must be visible and understandable.

It should be easy to explain to the customer why the products damage is not due to
a manufacturing defect and is therefore not supported under the customers current
limited hardware warranty.

Laptop LCDs
Cracked or broken glass (external or internal)
Scratched glass
Dark blotches or ink pools indicating internal screen damage
Cracked plastics

[Click on the image for a better view]

Laptop/Desktop Motherboards
Liquid spills seeping onto the motherboard (sticky keyboard may indicate spills on
the laptop)
Mechanically broken/cracked/scratched motherboard causing the malfunction (can be
accompanied by physically damaged keyboard or attempted upgrade by the end user
Broken I/O slots (USB, IEEE1394, RJ-45 NIC, RJ-11 Modem, etc.)
Broken video slot (VGA, HDMI, etc,)
Broken audio ports (microphone, headphones, etc.)
Broken expansion port slots (WLAN, WiMAX, Memory cards, etc.) - sometimes
evidenced by cracked plastics
Broken DC connector jack

[Click on the image for a better view]

Multiple Damage Scenarios

Multiple parts might be damaged during the same incident usually as a result of
liquid spillage, mechanical impact, or drops. Typical combinations are:
Desktop Motherboard + chassis
Notebook LCD and/or motherboard and/or chassis and/or keyboard and/or back/top
cover and/or palm rest and/or touchpad

Dells Responsibility is to repair or replace parts on Dell-branded hardware and

peripherals that have failed due to defects in materials and workmanship.
Engineers should not replace parts that failed due to external causes such as
accidental damage, abuse, misuse, or are cosmetic in nature (such as scratches or
dents that do not inhibit functionality of the system).

Accidental Damage (CompleteCare) Does Not Cover or Cannot Be Offered for

intentional damage and normal wear and tear/cosmetic damage not affecting system
function.

If there is CID to the part in question and it is not covered under an Accidental
Damage service agreement there are several options available to assist the Customer
with repairs to their system or to return parts to Dell for return to service
stock.
Motherboard CID is handled as CID only in cases where it is the sole reason for
the failure and requested repair.
As an example, if the motherboard is not working because of a legitimate failure
normally covered by warranty, and there is additional damage categorized as CID
which did not cause the malfunction of motherboard, then we handle this as non-CID.
If there is reasonable doubt about the nature of the damage (Agents are unsure
and/or onsite engineer is not able to verify unquestionable proof of CID), Dell
handles the issue as a non-CID situation.

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Dell Service partner activities (management)

CID definition - - clear understanding

Training compliance completion confirmation
Follow the process as already described in SOW.

DASP Responsibilities:
If, while carrying out on-site services at a Customers premises, the DASP
discovers that a Client Product has been damaged due to fault or neglect on the
part of the Customer or is otherwise outside Dell's warranty terms (so that in
either case the Client Product cannot be repaired without extra cost to the
Customer), the DASP shall explain to the Customer that they are not authorized to
repair such Client Product and, while on-site, shall escalate to Dell and act upon
instructions given.
For the avoidance of doubt, the DASP shall carry out such repairs where Dell has
instructed them to do so.

Discovered CID to report immediately to Dell TS without starting the repair /

unpacking the new parts
Not to discuss the CID with the customer, follow the TS directions to repair/not
repair (DASP CE neutral behavior)

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Review points

CID is NOT covered under normal warranty, does not matter if it is accidental or
intentional damage.
CID is only covered for customers with an Accidental Damage contract.

Three most obvious CID issues to look for with an LCD are.
1 Broken or cracked glass
2 Blotches or ink pools - due to internal glass damage
3 Light or dark spots - caused by impacts to the screen

Four most obvious CID issues to look for on laptop Motherboards are
1 Damaged I/O slots
2 Damaged Video or audio ports
3 Broken DC connector jack
4 Liquid spills

If you identify CID on site, call the DSP queue for direction and entitlement
verification before replacing any parts.

For CID, be sure to properly log your reason, reply or exception codes depending on
your region.

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