Use Dell's extensive suite of online services available at Dell Support
(support.dell.com) for help with installation and troubleshooting
procedures. See Online Services for a more extensive list of Dell Support
online.
If the preceding steps have not resolved the problem, see Contacting Dell.
NOTE: Call Dell Support from a telephone near or at the computer so that the support staff can assist you with any necessary procedures.
NOTE: Dell's Express Service Code system may not be available in all countries.
When prompted by Dell's automated telephone system, enter your Express Service Code to route the call directly to the proper support personnel. If you do not have an Express Service Code, open the Dell Accessories folder, double-click the Express Service Code icon, and follow the directions.
NOTE: Some of the following services are not always available in all locations outside the continental U.S. Call your local Dell representative for information on availability.
Technical Support and Customer Service
Dell's support service is available to answer your questions about Dell™ hardware. Our support staff uses computer-based diagnostics to provide fast, accurate answers.
DellConnect is a simple online access tool that allows a Dell service and support associate to access your computer through a broadband connection, diagnose your problem and repair it all under your supervision. For more information, go to support.dell.com and click DellConnect.
Online Services
You can learn about Dell products and services on the following websites:
www.dell.com
www.dell.com/ap (Asian/Pacific countries only)
www.dell.com/jp (Japan only)
www.euro.dell.com (Europe only)
www.dell.com/la (Latin American and Caribbean countries)
www.dell.ca (Canada only)
You can access Dell Support through the following websites and e-mail addresses:
Dell Support websites
support.dell.com
support.jp.dell.com (Japan only)
support.euro.dell.com (Europe only)
Dell Support e-mail addresses
mobile_support@us.dell.com
support@us.dell.com
la-techsupport@dell.com (Latin America and Caribbean countries only)
apsupport@dell.com(Asian/Pacific countries only)
Dell Marketing and Sales e-mail addresses
apmarketing@dell.com(Asian/Pacific countries only)
sales_canada@dell.com (Canada only)
Anonymous file transfer protocol (FTP)
ftp.dell.com
Log in as user: anonymous, and use your e-mail address as your password.
AutoTech Service
Dell's automated support service—AutoTech—provides recorded answers to the questions most frequently asked by Dell customers about their portable and desktop computers.
When you call AutoTech, use your touch-tone telephone to select the subjects that correspond to your questions. For the telephone number to call for your region, see Contacting Dell.
Automated Order-Status Service
To check on the status of any Dell products that you have ordered, you can go to support.dell.com,or you can call the automated order-status service. A recording prompts you for the information needed to locate and report on your order. For the telephone number to call for your region, see Contacting Dell.
Problems With Your Order
If you have a problem with your order, such as missing parts, wrong parts, or incorrect billing, contact Dell for customer assistance. Have your invoice or packing slip handy when you call. For the telephone number to call for your region, see Contacting Dell.
Product Information
If you need information about additional products available from Dell, or if you would like to place an order, visit the Dell website at www.dell.com. For the telephone number to call for your region or to speak to a sales specialist, see Contacting Dell.
Returning Items for Warranty Repair or Credit
Prepare all items being returned, whether for repair or credit, as follows:
Call Dell to obtain a Return Material Authorization Number, and write it
clearly and prominently on the outside of the box.
For the telephone number to call for your region, see Contacting Dell.
Include a copy of the invoice and a letter describing the reason for the return.
Include a copy of the Diagnostics Checklist (see Diagnostics Checklist),
indicating the tests that you have run and any error messages reported by the
Dell Diagnostics (see Dell Diagnostics).
Include any accessories that belong with the item(s) being returned (power
cables, software floppy disks, guides, and so on) if the return is for credit.
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. Collect On Delivery (C.O.D.) packages are not accepted.
Returns that are missing any of the preceding requirements will be refused at Dell's receiving dock and returned to you.
Before You Call
NOTE: Have your Express Service Code ready when you call. The code helps Dell's automated-support telephone system direct your call more efficiently. You may also be asked for your Service Tag (located on the back or bottom of your computer).
Remember to fill out the Diagnostics Checklist (see Diagnostics Checklist). If possible, turn on your computer before you call Dell for 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 operations, or try other troubleshooting steps possible only at the computer itself. Ensure that the computer documentation is available.
CAUTION: Before working inside your computer, follow the safety instructions in your Product InformationGuide.
Diagnostics Checklist
Name:
Date:
Address:
Phone number:
Service Tag (bar code on the back or bottom of the computer):
Express Service Code:
Return Material Authorization Number (if provided by Dell support technician):
Operating system and version:
Devices:
Expansion cards:
Are you connected to a network? Yes/No
Network, version, and network adapter:
Programs and versions:
See your operating system documentation to determine the contents of the system's start-up files. If the computer is connected to a printer, print each file. Otherwise, record the contents of each file before calling Dell.
Error message, beep code, or diagnostic code:
Description of problem and troubleshooting procedures you performed:
Contacting Dell
NOTE: If you do not have an active Internet connection, you can find contact information on your purchase invoice, packing slip, bill, or Dell product catalog.
Dell provides several online and telephone-based support and service options. Availability varies by country and product, and some services may not be available in your area. To contact Dell for sales, technical support, or customer service issues:
Visit support.dell.com.
Verify your country or region in the Choose A Country/Region drop-down
menu at the bottom of the page.
Click Contact Us on the left side of the page.
Select the appropriate service or support link based on your need.
Choose the method of contacting Dell that is convenient for you.
