Dell 3000 manual Problems With Your Order, Product Information, Before You Call

Problems 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.

Product 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.

Returning 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.

Before 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.

Getting Help 5-5