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Getting Help 5-5
P
roblems With Your Order
If you have a problem with your order, such as missing
parts, wrong parts, or incorrect billing, contact Dell Com-
puter Corporation for customer assistance. Have your
invoice or packing slip handy when you call. For the tele-
phone number to call, see “Dell Contact Numbers” found
later in this chapter.
P
roduct Information
If you need information about additional products avail-
able from Dell Computer Corporation, or if you would
like to place an order, a sales specialist will be glad to
help. For the telephone number to call, see “Dell Contact
Numbers” found later in this chapter.
R
eturning Items for Warranty
Repair or Credit
Prepare all items being returned, whether for repair or
credit, as follows:
1. 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 “Dell Contact
Numbers” found later in this chapter.
2. Include a copy of the invoice and a letter describ-
ing the reason for the return.
3. Include a copy of the Diagnostics Checklist indi-
cating the tests you have run and any error
messages reported by the Dell Diagnostics.
4. 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.
5. 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 Computer Corporation. Collect on
delivery (C.O.D.) packages are not accepted.
Returns that are missing any of the preceding require-
ments will be refused at our receiving dock and returned
to you.
B
efore You Call
Keep a record of your diagnostic and troubleshooting
activities by photocopying the Diagnostics Checklist in
Figure 5-1 and filling it out whenever you experience a
problem with the computer.
NOTE: Be sure to save the checklist in Figure 5-1 as a
master, so you can use it to make copies as needed. The
checklist can also be accessed in “Diagnostics Check-
list” in the online System User’s Guide.
If you need to call Dell Computer Corporation for assis-
tance, you will be able to inform the support technician of
the actions you have taken to resolve the problem. If you
must return a piece of hardware to Dell, a technician will
assign a Return Material Authorization Number. Record
the number on the checklist, and include the completed
checklist in the shipping box.
Dell’s technical support staff uses computer-based diag-
nostics to provide fast, accurate answers to your
questions. When you call, the technical support staff
refers to records regarding your specific Dell computer to
better understand your particular question.
NOTES: Have your express service code ready when you
call. The code helps Dell’s automated support telephone
system direct your call more efficiently.
Your express service code is printed at the bottom of the
regulatory label on the underside of your computer.
If possible, turn your system on before you call Dell for
technical assistance and call from a telephone at or near
the computer. You may be asked to type some commands
at the keyboard, relay detailed information during opera-
tions, or try other troubleshooting steps possible only at
the computer itself.
Make sure the computer’s user documentation is
available.
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