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Getting Help 11-1
Chapter 11
Getting Help
T
his chapter describes the tools Dell provides to help
you when you have a problem with a computer system. It
also tells you when and how to call Dell Computer Cor-
poration 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 an order, read “Problems
With an 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 documentation that accompanied the
Dell system.
To decide which document has the answers you
need, consult the Preface of the system
documentation.
2. Run the diagnostics for the Dell system.
See Chapter 5, “Running the System Diagnostics,”
for instructions on using the system diagnostics.
3. Make a copy of the Diagnostics Checklist (found
in Appendix A), and fill it out.
NOTE: Save the Diagnostics Checklist in Appen-
dix A as a master so you can use it to make copies as
needed.
On the Diagnostics Checklist, document 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.
4. 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.
5. 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.
For instructions on using the technical support ser-
vice, see “Technical Support Service” found later in
this chapter.
H
elp Tools
Dell provides a number of tools to assist you. Table 11-1
lists subjects you may want information about, tasks you