Get answers from your peers along with millions of IT pros who visit Spiceworks.
Join Now

I presume the 3rd parties that does the onsite for Dell get paid per call/per ticket ?

Got a tech now who's doing a trackpad replacement. During breakdown, he noticed the battery was a tinge swollen. Going to request to do a round 2 and request the battery be replaced. Pro Bono both ways then - client/servicing 3rd party ?


Learn General Data Storage with this intermediate How-to
Sometimes from other applications files are created with long path names including folders. This will delete them with ease
Helpdesk icon
Spiceworks Help Desk

The help desk software for IT. Free.

Track users' IT needs, easily, and with only the features you need.

2 Replies

· · ·
Luc23
Thai Pepper
OP
Luc23

mobiledynamics wrote:

I presume the 3rd parties that does the onsite for Dell get paid per call/per ticket ?

Got a tech now who's doing a trackpad replacement. During breakdown, he noticed the battery was a tinge swollen. Going to request to do a round 2 and request the battery be replaced. Pro Bono both ways then - client/servicing 3rd party ?

I'm not sure I understand where you're going, but yeah, everyone I've had in for repairs has always been with a third party. They are normally paid per job from the information I have squeezed out of them. Not paid very much for that matter.

But yeah, if he is coming back for a separate issue, I would expect he gets paid again.

Maybe the issue you are pointing out is warranty vs. out of warranty? In warranty, I don't care and I would be happy if he identified another issue that needs fixing. If its out of warranty and I get hit for some sort of additional service charge besides the battery, I'd just replace it myself. 

0
· · ·
Tim7139
Habanero
OP
Tim7139

mobiledynamics wrote:

I presume the 3rd parties that does the onsite for Dell get paid per call/per ticket ?

The agreements can vary. I suspect most common is a set fee for a set service. X for a laptop motherboard, Y for a display, etc.

mobiledynamics wrote:

Got a tech now who's doing a trackpad replacement. During breakdown, he noticed the battery was a tinge swollen. Going to request to do a round 2 and request the battery be replaced.

While working on an issue, the tech found and reported another issue. That would seem to be a good thing unless he caused it, or refused to do the repair because of it over your objection.

mobiledynamics wrote:

Pro Bono both ways then - client/servicing 3rd party ?

Don't understand your comment or question.

If it's under warranty I would expect the company to get paid unless Dell told them to do something they did not.

If it's billable unless he had the part I'd expect you to have to pay for them to come back again, unless it was related to the issue initially reported (in which case Dell should pay), or you dropped it off at their office (should one exist).

0
Oops, something's wrong below.