Use Dell's extensive suite of online services available at the Dell website (www.dell.com)
for help with installation and troubleshooting procedures.
If the preceding steps have not resolved the problem, call Dell for
technical assistance.
When prompted by Dell's automated telephone system, enter your Express
Service Code to route the call directly to the proper support personnel. If
you do not have an Express Service Code, open the Dell Accessories
folder, double-click the Express Service Code icon, and
follow the directions.
NOTE: Dell's Express Service Code system may not be available in all
countries.
Dell provides a number of tools to assist you. These tools are described in the
following sections.
NOTE: Some of the following tools are not always available in all
locations outside the continental U.S. Please call your local Dell representative for
information on availability.
World Wide Web
The Internet is your most powerful tool for obtaining
information about your system and other Dell products. Through the Internet,
you can access most of the services described in this section, including
AutoTech, TechFax, order status, technical support, and product information.
You can access Dell | Support at support.dell.com. Select
your region on the WELCOME TO DELL SUPPORT page, and fill in the
requested details to access help tools and information.
You can contact Dell electronically by using the following
addresses:
World Wide Web
www.dell.com/
www.dell.com/ap/ (for Asian/Pacific
countries only)
www.euro.dell.com (for Europe only)
www.dell.com/la/ (for Latin American
countries)
Anonymous file transfer protocol (FTP)
ftp.dell.com/
Log in as user: anonymous, and use your e-mail address as your password.
Electronic Support Service
support@us.dell.com
apsupport@dell.com (for Asian/Pacific countries only)
support.euro.dell.com (for Europe only)
Electronic Quote Service
sales@dell.com
apmarketing@dell.com (for Asian/Pacific countries only)
Electronic Information Service
info@dell.com
AutoTech Service
Dell's automated technical support service�AutoTech�provides recorded
answers to the questions most frequently asked by Dell customers.
When you call AutoTech, you use your touch-tone telephone to select the
subjects that correspond to your questions.
The AutoTech service is available 24 hours a day, seven days a week. You can
also access this service through the technical support service. For the
telephone number to call, see the contact numbers for
your region.
TechFax Service
Dell takes full advantage of fax technology to serve you better. Twenty-four
hours a day, seven days a week, you can call the Dell TechFax line toll-free for
all kinds of technical information.
Using a touch-tone phone, you can select from a full directory of topics. The
technical information you request is sent within minutes to the fax number you
designate. For the TechFax telephone number to call, see the contact
numbers for your region.
Automated Order-Status System
You can call this automated service to check on the status of any Dell
products that you have ordered. A recording prompts you for the information
needed to locate and report on your order. For the telephone number to call, see
the contact numbers for your region.
Dell's industry-leading hardware technical support service is available 24
hours a day, seven days a week, to answer your questions about Dell hardware.
Our technical support staff pride themselves on their track record: more than
90 percent of all problems and questions are taken care of in just one toll-free
call, usually in less than 10 minutes. When you call, our experts can refer to
records kept on your Dell system to better understand your particular question.
Our technical support staff uses system-based diagnostics to provide fast,
accurate answers to questions.
To contact Dell's technical support service, see "Before
You Call" and then call the number for your country as listed in "Contacting
Dell."
If you have a problem with your order, such as missing parts, wrong parts, or
incorrect billing, contact Dell for customer assistance. Have your invoice or
packing slip handy when you call. For the telephone number to call, see the contact
numbers for your region.
If you need information about additional products available from Dell, or if
you would like to place an order, visit Dell's World Wide Web site at www.dell.com.
For the telephone number to call to speak to a sales specialist, see "Contacting
Dell."
Prepare all items being returned, whether for repair or credit, as follows:
Call Dell to obtain an authorization number, and write it clearly and
prominently on the outside of the box.
For the telephone number to call, see the contact
numbers for your region.
Include a copy of the invoice and a letter describing the reason for the
return.
Include a copy of the Diagnostics
Checklist indicating the tests you have run and any error messages
reported by the Dell Diagnostics.
Include any accessories that belong with the item(s) being returned (power
cables, software diskettes, guides, and so on) if the return is for credit.
Pack the equipment to be returned in the original (or equivalent) packing
materials.
You are responsible for paying shipping expenses. You are also responsible
for insuring any product returned, and you assume the risk of loss during
shipment to Dell. Collect On Delivery (C.O.D.) packages are not accepted.
Returns that are missing any of the preceding requirements will be refused at
our receiving dock and returned to you.
NOTE: Have your Express Service Code ready when you call. The code
helps Dell's automated-support telephone system direct your call more efficiently.
Remember to fill out the Diagnostics Checklist. If
possible, turn on your system before you call Dell for technical assistance and call from
a telephone at or near the system. You may be asked to type some commands at the
keyboard, relay detailed information during operations, or try other troubleshooting steps
possible only at the system itself. Make sure the system documentation is
available.
CAUTION: If you need to remove the system covers, be sure to
first disconnect the system's power and modem cables from all electrical outlets.
Return Material Authorization Number (if provided by Dell support technician):
Operating system and version:
Peripherals:
Expansion cards:
Are you connected to a network? Yes No
Network, version, and network card:
Programs and versions:
See your operating system documentation to determine the contents of the
system’s start-up files. If the system is connected to a printer, print each file.
Otherwise, record the contents of each file before calling Dell.
Error message, beep code, or diagnostic code:
Description of problem and troubleshooting procedures you performed:
