Knowledge Base

Problem

Users or IT staff contact Noldus support regarding hardware failures, boot issues, or warranty status on Dell computers purchased as part of a Noldus system.

Details

Computers (towers and laptops) purchased through Noldus include a 3-year Dell ProSupport service contract. Users are sometimes unaware of this coverage and contact Noldus instead of Dell directly when facing hardware failures such as hard drive issues, fan failures, or failure to boot. After the 3-year ProSupport period expires, Noldus has no additional warranty in place and users are free to repair or replace hardware independently.

Solution

1. Locate the Dell service tag number on the computer (typically on a sticker on the chassis).
2. Visit https://www.dell.com/support/home/en-us and enter the service tag to confirm current coverage status.
3. If the unit is within the 3-year ProSupport window, contact Dell ProSupport directly to arrange service (Dell can schedule next-business-day on-site service for qualifying hardware failures such as hard drive replacement).
4. If the ProSupport contract has expired, Noldus holds no additional warranty. The user or IT department is free to repair or replace the hardware as needed.
5. Noldus support should be re-engaged only if the problem is related to Noldus software or peripherals rather than the PC hardware itself.