At what point does a manufacturer's obligation to provide spare parts for a system cease? Consider the experience of one reader who recently found he could not get a processor for a two-year-old Dell server, a system still covered by a Dell same-day onsite service contract.
The reader's company was in the process of upgrading a number of Dell servers to dual processors, so the reader ordered a second processor for a Dell PowerEdge 2550 PIII/1133. "When we called the sales group originally, they said they didn't have them and we couldn't order them," says the reader. Finding this hard to believe, the reader contacted the Dell parts department. "They said sure, we have one for the 1133, so we ordered it. What we got, however, was just the CPU instead of the kit with the VRM (Voltage Regulator Module), etc. This was even though when we'd called, we were very clear about needing the kit to add a processor to an existing system, and, as is customary, provided them the Dell system tag."
This was just the beginning of a long and difficult process for the reader in trying to extract information from Dell. "I won't bore you with the whole tale of how long it took to get them to issue a call tag to return the CPU, as it only took six weeks and four calls," the reader wrote. In the meantime, still thinking there must be a way to get a second processor for the server, he tried every avenue he could think of. "We have added a second processor to some of our other Dell servers - not 2550s - with no problem," he wrote. "So I don't know if this is specific to this series or what, but it sure doesn't give one the 'warm fuzzies' if any of their systems can become obsolete like this during the original warranty period."
The reader wasn't just concerned that he was unable to upgrade to the dual-processor capability he had paid for. "If the CPU kit simply is not available, it raises issues for us about how far we can rely on our server systems," the reader said. "What happens if we need to replace the original CPU?" Under such circumstance, the reader surmised Dell would find something, but at what cost to his company in terms of downtime? The phone-tag battle he had to wage over the second processor only added to his concern about how long it would take to get effective response during a crisis. "It's been frustrating finding someone in Dell who will even discuss this logically, much less help."
The final word from the highest Dell official he could reach was that no second processor was available for him. "The response was that Dell is not obligated to sell us spare parts to upgrade our system," he wrote. "They also stated that should they not have the parts to replace something that failed under warranty, then Dell would replace it with something of equal or better capability."
"I really like Dell," concludes the reader. "I've used nothing but Dell systems for the past eight years in three companies. But at this juncture, I am starting to regret my selection of Dell equipment. Unfortunately, this business cannot afford to swap out our servers, so for the time being we are 'stuck.' After this number of calls and problems over something as simple as adding a CPU to a server, I have lost quite a bit of faith in Dell."
12:49:54 AM 
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