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Information Technology

Issues with Dell Orders

Dear Faculty/Staff,

I wanted to write to you today to update you on challenges that we have been having with Dell over the summer and the actions we have taken to ensure a return to an error free procurement process.  To date the issues have included:

Issue: (June/July)

A process error at Dell impacting all orders with a custom image attached (all Trent orders fall into this category) resulting in all pending orders getting cancelled and re-booked manually at Dell.  Unfortunately, Dell did not communicate this error to Trent and it was only when our clients raised the concerns directly did we know of the problem.

Action:

Dell has promised to be more transparent should this type of action happen again so we can communicate to our community.

Issue: (July)

Corruption to the Trent image as a result of disconnect in the Dell CFI (custom factory integration) process.  Unfortunately, the issue was not detected until Trent Faculty and staff received their orders and it took some time to work with Dell to remedy.  All orders received at that time required their new hardware to be re-imaged by central IT.

Action:

Dell has updated our file to ensure that the image configuration is not modified on future projects with CFI.

Issue: (July – September)

Dell Premier order site has been plagued with configuration and pricing errors resulting in product being unavailable for extended periods of time. 

Action:

We have been working with the inside sales team and the support analysts for Dell Premier to correct all the errors and have spent extensive time liaising back and forth validating the configuration details.  Upon our request, Dell has implemented a pop up to alert when the site is under configuration.  This issue continues to be a high priority issue that we have escalated within Dell.  We have also enlisted the support of OECM (Ontario Education Collaborative Marketspace) to influence the priority for resolution.

We regret the impact these issues have had on our community and are hoping that with the current attention on the situation that we will regain confidence in Dell and return to an error free procurement process.

Tariq Al-idrissi

Associate Vice President, IT

Trent University

Twitter.com/Trent_IT

P.S.  Missed a Tech Bulletin? Please go to http://www.trentu.ca/tech-bulletins/ to review the Tech Bulletin archives.

Posted on September 21, 2016