Filter
Top Products
Getting Help 5-1
Chapter 5
Getting Help
T
his chapter describes the tools Dell provides to help
you when you have a problem with your computer. It also
tells you when and how to call Dell Computer Corpora-
tion for technical or customer assistance in the following
situations:
•
If you have a technical problem, read the next sec-
tion, “Technical Assistance.”
•
If you are looking for information about a specific
subject or about Dell’s services, read “Help Tools”
found later in this chapter.
•
If you have a problem with your order, read “Prob-
lems With Your Order” found later in this chapter.
•
If you need to return an item for warranty repair or
credit, read “Returning Items for Warranty Repair or
Credit” found later in this chapter.
•
If you would like to place an order or need informa-
tion about additional products available from Dell,
call Dell at the appropriate telephone number listed
in “Dell Contact Numbers” found later in this
chapter.
T
echnical Assistance
If you need assistance with a technical problem, perform
the following steps:
1. Review the
Dell Q&A
.
Look for the Dell Q&A icon in the Dell
Accessories folder.
2. Review the remaining documentation that accom-
panied your Dell computer.
To decide which document has the answers you
need, consult the Preface of your Reference and
Troubleshooting Guide.
3. Run the diagnostics for your Dell computer.
See Chapter 4, “Running the Dell Diagnostics,” for
instructions on using the Dell Diagnostics program.
4. Make a copy of the Diagnostics Checklist (found
later in this chapter), and fill it out.
NOTE: Save the Diagnostics Checklist in this chap-
ter as a master so you can use it to make copies as
needed.
On your copy of the Diagnostics Checklist, docu-
ment any error messages or beep codes as they
occur so you can inform the Dell technician of them.
Describe what you were doing when the error
occurred. Note the steps you have taken to solve the
problem.
5. Use the AutoTech service for help with installa-
tion and troubleshooting procedures.
For instructions on using the AutoTech service, see
“AutoTech Service” found later in this chapter
6. If the preceding steps have not resolved the prob-
lem and you need to talk to a Dell technician, you
can call Dell’s customer technical support service.
Before you call Dell, have your express service code
ready.Your express service code is printed at the bot-
tom of the regulatory label on the underside of your
computer.
NOTE: If for some reason you cannot read the
express service code on the label, you can convert
your service tag number into an express service code
55899BK1.BK : 55899c51.fm Page 1 Wednesday, February 4, 1998 1:20 PM