Chapter 5
Getting Help
This 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.
Technical 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
Getting Help |