When a call out of the blue from Dell wasn't a sales call

Posted by speddie23@reddit | talesfromtechsupport | View on Reddit | 129 comments

Way back I was working on the service desk for a large organization who almost exclusively used Dell for their end user hardware.

On a fairly quiet day I get a call.

Dell: "Hi, this is [name] from Dell, have I come through to [company name]'s IT department?"

Me: "Yes, this is the service desk at [company name]"

Dell: "I was just calling to see, how often do you refresh your hardware, specifically monitors?"

At this point, I'm pretty sure it's a sales call, but it's fairly quiet, and if I am on the phone, I can't get another call, so I play along

Me: "Usually 4 years, but can be more or less than that"

Dell: "Ahh ok. So you wouldn't dispose of one after say 2 or 3 months?"

Me: "Very unlikely"

Dell: "And what do you do with your disposed IT equipment?"

Me: "We use a computer recycler who collects it. I don't know what they do with it after that"

Dell: "Hmm. So the reason I'm asking is someone has made a warranty claim for a faulty Dell screen.

When I ran the service tag (serial number) through our system, I can see we sold it in a bulk order to [company name] about 3 months ago. Looks like you also purchased a few extra years warranty on it too.

The person who put through the claim mentions they purchased it new on eBay about a month ago"

Me: "huh. Yeh that is a bit strange."

Dell: "Yeh, just wanted to see what is happening as it does seem a little out of the ordinary you would dispose of a screen so soon, especially with the extra warranty"

Me: "If you can give me the service tag, I'll check our CMDB. That should confirm if it has been retired or not"

(I get and run the service tag in our CMDB)

Me: "Yep it's showing as it's an active asset (i.e. not disposed of), we got it about 3 months ago and it should be in our IT store room ready for deployment right now.

What I'll do is log a ticket, noting the service tag with the team that handles purchases and find out what happened"

I log the ticket, we exchange references numbers, and end the call. Then I basically just forget about it.

A week or so later, an immediate termination request is put through for one of the other IT guys. We were told he no longer works for our company and he left very suddenly without explanation.

Later on, I find out through the grape vine he was fired for theft of company property.

Basically, he stole a new Dell monitor from the IT storeroom that was intended for stock on hand, and sold it as new on eBay.

The monitor had a fault, and the purchaser on eBay logged a warranty claim directly with Dell, using the eBay purchase record as her proof of purchase.

The seller's eBay account belonged to person who stole the monitor, and that's how he got caught.