Neptun Wave Spring 2020

10 February - 9 March

Neptun Wave Spring 2020

10 February - 9 March

Warranty Information

Neptun laptops by Dell have a 3-year onsite 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
  • RAM
  • Hard drive

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 Pathworks GmbH (sales@pathworks.ch / 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 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.

hould 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

Missed the Fall Wave?

You urgently need a laptop and can't wait until the Spring Wave? Neptun Compatibles, DQ Solutions Apple Higher Education Shop, and Microsoft Education Store offer discounted devices for your studies between the Neptun Waves. The discounts are lower than during a Neptun Wave. 

1. 10. 2019

Questions about your order & delivery?

If you have ordered an HP or Lenovo Laptop, 3Dconnexion, Samsung Product, NEC Monitor, or any other accessory, please call 041 318 40 00 or email our distributor Pathworks GmbH. For Apple orders, please call 058 225 52 77 or email our distributor DQ Solutions. You can track Microsoft Surface orders in your Microsoft Store account. yallo orders can be viewed in the user account, for questions we recommend the chat

8. 10. 2019

Projekt Neptun Account

You don't need a user account at Projekt Neptun to order. Why an account will be useful in the future is explained in this blog article.

2. 9. 2019