Dell 1998 Annual Report Download - page 7

Subsequent to fiscal year 1999, the Company expanded its Internet presence with
the launch of www.gigabuys.com, an on-line source for more than 30,000
competitively-priced computer-related products, including software and
peripherals.
Leasing and Asset Management Services
In fiscal year 1998, the Company formed Dell Financial Services L.P. ("DFS") as
a joint venture with Newcourt Credit Group Inc., a financial services company
headquartered in Toronto, Canada. DFS offers leasing and other financial
services to the Company's customers. For additional information about DFS, see
Note 10 of Notes to Consolidated Financial Statements included in "Item 8 --
Financial Statements and Supplementary Data."
SERVICE AND SUPPORT
The Company offers a full line of warranty, service and support options in all
of its geographic markets. These options vary in each of the countries in which
the Company does business based on local market and customer requirements. The
following is a description of the warranties, service and support generally
available to the Company's customers.
Standard Programs
Most of the Company's systems include a basic three year limited warranty, which
includes one year of parts and labor coverage and two additional years of parts
only coverage. Most systems also include standard one-year, next-business-day
on-site service contract (not available in all of the Company's markets), and
customers may upgrade to a three year next-business-day, on-site service
contract. The Company also provides a 30-day "Total Satisfaction" money back
guarantee for any end-user customer buying a system directly from the Company.
The Company provides customers with access to a toll-free hardware support line
that is accessible 24 hours a day, seven days a week. The technical specialists
staffing this line maintain close contact with the Company's marketing,
manufacturing and product design groups and have on-line access
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to each customer's original system configuration and service history. The
Company also provides automated and on-line technical support through a variety
of avenues, including the Internet (via www.dell.com, e-mail or on-line
subscription services), its TechConnect service (an interactive bulletin board
service), its AutoTech system (an interactive voice response unit) and its
TechFax system (a fax-back service). The Company has also recently introduced an
interactive web-based tool to provide additional customer support.
Many of the Company's systems include software that helps customers diagnose and
communicate system problems. Several systems also include a built-in diagnostics
program that can provide on-line information about system malfunctions.
Additional Options
Recognizing that customer service and support requirements vary, the Company
offers customers the opportunity to customize their service and support programs
by selecting additional levels of service and support to satisfy their
individual needs. For example, through the SelectCare(R) program, which is
available for desktop computer systems and notebook computers in the U.S. and
Canada, the Company offers a broad range of service and support options beyond
the standard programs, including an extension of the standard one-year service
contract to include up to four additional years of next-business-day, on-site
service. Through SelectCare International, owners of notebook computers have
access to service and support in a multitude of countries in which the Company
conducts business, in the event a notebook customer is in need of service or
support while travelling outside of that customer's home country.
The Company's BusinessCare(SM) and BusinessCare Plus(SM) programs are standard
warranty upgrades available to PowerEdge server customers in certain selected
locations. The BusinessCare program includes one year of next-business-day parts
and labor on-site service, two additional years of parts delivery service and
five full assistance calls to the Company's DirectLine(SM) network operating
system support technicians. The BusinessCare Plus program includes three years
of four-hour, same-day service, as well as five full assistance calls to the
DirectLine network.
The Company's Premier Access(SM) program is a service and support program
specifically designed for information systems professionals who have technical
expertise in diagnosing and servicing computer systems. Customers can choose
their level of service under the program, including rapid service and parts
dispatches, direct access to advanced level technical support, specialized
on-line support, reimbursement for certain labor costs and parts management
assistance.
Through the Dell Plus program, the Company offers specialized services designed