This section
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 for technical or customer assistance in the
following situations:
If you have a technical problem, read the
next section, Technical Assistance.
If you are looking for information about a
specific subject or about Dell's services, read Help Tools.
If you have a problem with your order, read
Problems With Your Orde.
If you need to return an item for warranty
repair or credit, read Returning Items for Warranty Repair or Credit.
If you would like to place an order or need
information about additional products available from Dell, call Dell at the appropriate
telephone number listed in Dell Contact Numbers.
3. Make a
copy of the Diagnostics Checklist (found later in this section), and fill it out.
NOTE: Save the Diagnostics Checklist in
this chapter as a master so you can use it to make copies as needed.
On your copy of
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 installation and troubleshooting procedures.
For
instructions on using the AutoTech service, see AutoTech
Service.
5. If the
preceding steps have not resolved the problem and you need to talk to a Dell technician,
you can call Dell's customer technical support service.
Before you call
Dell, convert your service tag number into an express service code. When prompted by
Dell's automated telephone system, enter the express service code to route your call
directly to the proper support personnel.
If you did not
convert your service tag number to an express service code the first time you turned on
the computer, do it before you call Dell for technical assistance. Find the Express
Service Code icon in the Dell Accessories folder or program group. Double-click the icon
and follow the directions.
NOTE: Dell's Express Service may not be
available in all countries.
For
instructions on using the technical support service, see Technical Support Service and
Before You Call.
Dell
provides a number of tools to assist you. Table 1 lists subjects you
may want information about, tasks you may want to perform, and the tool(s) you can use for
help. Each tool is described later in this section.
Table 1.Help Tools
Subject or Task
Tool
BIOS revisions
TechConnect BBS
Frequently asked questions
AutoTech service
Information about Dell, its products, and its service and
support policies
TechFax service, TechConnect BBS, World Wide Web on the Internet
Installation instructions
Installation and Troubleshooting Guide, technical support
service, AutoTech service
Interrupt maps
TechFax service
Ordering parts
Technical support service, TechConnect BBS
Software update information
TechFax service
System board layouts
TechFax service, Installation and Troubleshooting Guide
Technical notes on system compatibility and revisions
TechFax service
Technical training class information
TechFax service
Technical specifications
TechFax service, User's Guide
Troubleshooting, step-by-step instructions
Installation and Troubleshooting Guide, Dell Diagnostics
program, AutoTech service
Unresolved problems requiring assistance from a Dell technician
Technical support service, TechConnect BBS
NOTE: For the full name of an abbreviation or acronym used in this table,
see the Abbreviations and Acronyms.
The Dell
PowerEdge 2300 Systems User's Guide includes information about system features,
drivers and utilities, the System Setup program, the Resource Configuration Utility, and
connecting external devices.
World Wide Web on the Internet
Dell can be
accessed electronically on the Internet via a World Wide Web site, a file transfer
protocol (FTP) site, and electronic mail (e-mail) using the following addresses:
World Wide Web
http://www.dell.com/
http://www.dell.com/intl/apcc/ (for Asian/Pacific countries only)
http://www.dell.com/euro/ (for Europe only)
Anonymous FTP
ftp.dell.com/
Log in
as user: anonymous, and use your
e-mail address as your password.
Electronic Support Service
support@us.dell.com
apsupport@dell.com (for Asian/Pacific countries only)
Electronic Quote Service
sales@dell.com
apmarketing@dell.com (for Asian/Pacific countries only)
Electronic Information Service
info@dell.com
Commercial Online Services
Dell can be
accessed electronically via CompuServe ® by typing GO DELL.
Dell
Diagnostics Program
Every Dell
computer system comes with the Dell Diagnostics, a program that can help you determine
what is wrong with the computer system when it does not operate correctly. This program
provides valuable information for you and for Dell technicians should you need to call
Dell.
See Running the Dell Diagnostics for
instructions on using the diagnostics. You can use this diagnostic program to test major
components or devices in the computer system, if the computer can boot.
Dell's
automated technical support service--AutoTech--provides recorded answers to the questions
most frequently asked by Dell customers.
When you
call AutoTech, you use your touch-tone telephone to select the subjects that correspond to
your questions. You can even interrupt an AutoTech session and continue the session later.
The code number that the AutoTech service gives you allows you to continue your session
where you ended it.
The
information available through AutoTech includes:
Specifications and prices for Dell computers
currently on sale
Installation instructions for Dell computers
and peripherals
Answers to questions about MS-DOS and the
Microsoft Windows 95 and Windows 3.x operating systems
Help in troubleshooting your Dell systems
The AutoTech
service is available 24 hours a day, seven days a week. You can also access this service
through the technical support service. For the telephone number to call, see Dell Contact Numbers.
NOTE: AutoTech is not always available
in all locations outside the continental U.S. Please call your local Dell representative
for information on availability.
TechFax Service
Dell takes
full advantage of fax technology to serve you better. Twenty-four hours a day, seven days
a week, you can call the Dell TechFax line toll-free for all kinds of technical
information.
Using a
touch-tone phone, you can select from a full directory of topics. The technical
information you request is sent within minutes to the fax number you designate. TechFax
information includes:
Interrupt maps, system board layouts, and
specifications.
Technical notes on system compatibility and
revisions.
News on updates for operating systems and
applications.
Descriptions of available technical training
classes. For Dell-certified technicians, TechFax offers information such as parts lists,
drawings, and maintenance and repair data.
NOTE: TechFax is not always available
in all locations outside the continental U.S. Please call your local Dell representative
for information on availability.
TechConnect BBS
Use your
modem to access Dell's TechConnect Bulletin Board Service (BBS) 24 hours a day, seven days
a week. The service is menu-driven and fully interactive. The modem settings for the BBS
are 8 bit, no parity, 1 stop bit.
You can use
the BBS to do the following:
Send questions to a Dell technician
Request a follow-up call or leave a message
for a Dell technical support specialist
Order parts
Download basic input/output system (BIOS) and
video driver upgrades
NOTE: The TechConnect BBS is
not always available in all locations outside the continental U.S. Please call your local
Dell representative for information on availability.
Automated Order-Status System
You can call
this automated service to check on the status of any Dell products that you have ordered.
A recording prompts you for the information needed to locate and report on your order. For
the telephone number to call, see Dell Contact Numbers.
NOTE: The Automated
Order-Status System is not always available in all locations outside the continental U.S.
Please call your local Dell representative for information on availability.
Dell's
industry-leading hardware technical support service is open 24 hours a day, seven days a
week. At any hour of any day, a Dell technical expert is ready with the answers to your
questions about Dell hardware.
Our
technical support staff pride themselves on their track record: more than 90 percent of
all problems and questions are taken care of in just one toll-free call, usually in less
than ten minutes. When you call, our experts can refer to records we keep on your specific
Dell system to better understand your particular question. Our technical support staff use
computer-based diagnostics to provide fast, accurate answers to your questions.
To contact
Dell's technical support service, first refer to Before You
Call and then call the number for your country as listed in Dell Contact Numbers. (For information about receiving
technical assistance in the U.K., refer to the Placing a Service Call card that came with
your computer.)
NOTE: Technical support services may
vary outside the continental U.S. Contact your local Dell representative for more
information.
If you have
a problem with your order, such as missing parts, wrong parts, or incorrect billing,
contact Dell Computer Corporation for customer assistance. Have your invoice or packing
slip handy when you call. For the telephone number to call, see Dell Contact Numbers.
If you need
information about additional products available 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.
2. Include
a copy of the invoice and a letter describing the reason for the return.
3. Include
a copy of the Diagnostics Checklist indicating 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 requirements will be refused at our receiving dock and
returned to you.
Keep a
record of your diagnostic and troubleshooting activities by photocopying the Diagnostics
Checklist in Figure 1 and filling it out whenever you experience a
problem with the computer system.
NOTE: Be sure to save the checklist in Figure 1 as a master, so you can use it to make copies as needed.
If you need
to call Dell Computer Corporation for assistance, 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 diagnostics 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.
NOTE: Have your express service code
ready when you call. The code helps Dell's automated support telephone system direct your
call more efficiently.
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 operations, or try other troubleshooting steps possible
only at the computer system itself. Make sure the computer's user documentation is
available.
WARNING:
If you need to remove the computer covers, be sure to first disconnect the computer
system's power and modem cables from all electrical outlets.
When you
need to contact Dell, use the telephone numbers and codes provided in Tables 11-2 and
11-3. Table 2 provides the various codes required to make
long-distance and international calls. Table 3 provides local
telephone numbers, area codes, and toll-free numbers, if applicable, for each department
or service available in various countries around the world. If you are making a
direct-dialed call to a location outside of your local telephone service area, determine
which codes to use (if any) in Table 2 in addition to the local
numbers provided in Table 3. For example, to place an international
call from Paris, France to Bracknell, England, dial the international access code for
France followed by the country code for the U.K., the city code for Bracknell, and then
the local number as shown in the following illustration.
To place a
long-distance call within your own country, use area codes instead of international access
codes, country codes, and city codes. For example, to call Paris, France from Montpellier,
France, dial the area code plus the local number as shown in the following illustration.
The codes required depend on where you are calling from as well as the destination of your
call; in addition, each country has a different dialing protocol. If you need assistance
in determining which codes to use, contact a local or an international operator.
NOTE: Toll-free numbers are
for use only within the country for which they are listed. Area codes are most often used
to call long distance within your own country (not internationally)--in other words, when
your call originates in the same country you are calling.
Area Local Number or
Department
Name or Service Code Toll-Free Number
Australia
(Sydney)
Customer Technical Support
(Dell Dimension™ systems only) 1-300-65-55-33
Customer
Technical Support (Other systems) toll free: 1-800-808-378
Customer Care
toll free: 1-800-819-339
Corporate Sales
toll free: 1-800-808-385
Transaction Sales
toll free: 1-800-808-312
Fax
toll free: 1-800-818-341
Austria*
(Vienna)
Switchboard 491 04 0
Technical Support
0660-8779
Belgium*
(Brussels)
Customer Technical Support 02 4819288
Sales
toll free: 0800 16884
SalesFax 02
4819299
Switchboard 02
4819100
Fax 02 4819299
Brunei
NOTE:
Customers in Brunei call Malaysia for sales, customer, and technical assistance.
Customer Technical Support (Penang, Malaysia) 810 4966
Customer Service
(Penang, Malaysia) 810 4949
Transaction Sales
(Penang, Malaysia) 810 4955
* For technical assistance in this country after normal working
hours, use one of the following numbers:
(353-1) 204 4008 or (353-1) 286 5908 (English only--the call is rerouted to the U.S.A.).
Canada
(North York,
Ontario)
NOTE:
Customers in Canada call the U.S.A. for access to TechConnect BBS.
Automated Order-Status System
toll free: 1-800-433-9014
NOTE:
Customers in Chile call the U.S.A for sales, customer, and technical assistance.
Sales, Customer Support, and Technical Support
toll free: 1230-020-4823
China
(Xiamen)
Customer Service 800-858-2437
Sales
800-858-2222
Czech Republic*
(Prague)
Technical Support 02 8728 221
Customer Service
and Sales 02 879250
TechConnect BBS
02 66710274
Denmark*
(Horsholm)
Customer Care, Technical Support, and Sales
toll free: 800 171 62
Finland*
(Helsinki)
Customer Support and Technical Support
toll free: 0800-534 55
Sales
toll free: 0800-33 55
* For technical assistance in this country after normal working
hours, use one of the following numbers:
(353-1) 204 4008 or (353-1) 286 5908 (English only--the call is rerouted to the U.S.A.).
France*
(Paris/Montpellier)
Technical Support (Paris) 01 47 62 68 90
Technical Support
(Montpellier) 04 67 06 62 86
Customer Care
(Major Accounts) (Paris) 01 47 62 69 39
Customer Care
(VAR Accounts) (Paris) 01 47 62 69 26
Customer Care
(Direct Sales) (Paris) 01 47 62 69 76
TechFax
(Montpellier) 04 67 22 53 11
TechConnect BBS
(Montpellier) 04 67 22 53 04
Switchboard
(Paris) 01 47 62 68 50
Switchboard
(Montpellier) 04 67 06 65 51
Germany*
(Langen)
Customer Technical Support 06103 971-200
Customer Care
06103 971-500
TechConnect BBS
06103 971-666
Sales 06103
971-460
Hong Kong
NOTE:
Customers in Hong Kong call Malaysia for customer assistance.
Technical Support toll free: 800 96 4107
Customer Service
(Penang, Malaysia) 810 4949
Transaction Sales
toll free: 800 96 4109
Corporate Sales
toll free: 800 96 4108
Ireland*
(Bray)
Customer Technical Support 1-850-543-543
Sales
1-850-235-235
SalesFax 01
286 2020
Fax 01
286 6848
TechConnect BBS
01 204 4761
TechFax 01
204 4044
Switchboard 01
286 0500
Italy*
(Milan)
Switchboard 264 21 820
Fax
264 13 420
* For technical assistance in this country after normal working
hours, use one of the following numbers:
(353-1) 204 4008 or (353-1) 286 5908 (English only--the call is rerouted to the U.S.A.).
Japan
(Kawasaki)
Technical Support toll free: 0088-22-7890
Customer Care 044
556-4240
Direct Sales 044
556-3344
Commercial Sales
044 556-3430
556-3440
Switchboard 044
556-4300
Korea
(Seoul)
NOTE:
Customers in Korea call Malaysia for customer assistance.
Technical Support toll free: 080-200-3800
Transaction Sales
toll free: 080-200-3600
Corporate Sales
toll free: 080-200-3900
Customer Service
(Penang, Malaysia) 810 4949
Fax 394 3122
Switchboard
287 5600
Latin America
NOTE:
Customers in Latin America call the U.S.A. for sales, customer, and technical assistance.
Customer Technical Support
(Austin, Texas, U.S.A.) 512 728-4093
Customer Service
(Austin, Texas, U.S.A.) 512 728-3619
Fax (Technical
Support and Customer Service)
(Austin, Texas, U.S.A.) 512 728-3883
Sales (Austin,
Texas, U.S.A.) 512 728-4397
SalesFax (Austin,
Texas, U.S.A.) 512 728-4600
728-3772
Luxembourg*
NOTE:
Customers in Luxembourg may call Belgium for sales, customer, and technical assistance as
well as the SalesFax service, and they call the Netherlands for the TechFax and
TechConnect BBS services.
Customer Technical Support (Brussels, Belgium)
toll free: 0800 2109
* For technical assistance in this country after normal working
hours, use one of the following numbers:
(353-1) 204 4008 or (353-1) 286 5908 (English only--the call is rerouted to the U.S.A.).
Macau
NOTE: Customers in Macau call Malaysia
for customer assistance.
Technical Support toll free: 800 582
Customer Service
(Penang, Malaysia) 810 4949
Transaction Sales
toll free: 0800 581
Malaysia
(Penang)
Technical Support
toll free: 1 800 888 298
Customer Service
04 810 4949
Transaction Sales
toll free: 1 800 888 202
Corporate Sales
toll free: 1 800 888 213
Mexico
(Colonia Granada)
NOTE:
Customers in Mexico call the U.S.A. for access to the Automated Order-Status System and
AutoTech.
Automated Order-Status System
(Austin, Texas, U.S.A.) 512 728-0685
Technical Support
(Dell Dimension systems only) ($2.50 + GST per call) 0900 51010
Technical Support
(Other systems) 0800 446 255
Customer Service
0800 444 617
Sales
0800 441 567
Fax
0800 441 566
Norway*
(Lysaker)
Customer Technical Support and Customer Service 22-67 50 00
Sales 67-125 711
Poland*
(Warsaw)
Switchboard 60 61 999
Fax 60 61 998
Singapore
(Singapore)
NOTE:
Customers in Singapore call Malaysia for customer assistance.
Technical Support toll free: 800 6011 051
Customer Service
(Penang, Malaysia) 04 810 4949
Transaction Sales
toll free: 800 6011 054
Corporate Sales
toll free: 800 6011 053
South Africa
(Johannesburg)
Switchboard 011 709 7700
Technical Support
011 709 7710
Fax 011
706 0495
Southeast Asian/
Pacific Countries
(excluding
Australia, Brunei, China, Hong Kong, Japan, Korea, Macau, Malaysia, New Zealand,
Singapore, Taiwan, and Thailand--see individual listings for these countries)
* For technical assistance in this country after normal working
hours, use one of the following numbers:
(353-1) 204 4008 or (353-1) 286 5908 (English only--the call is rerouted to the U.S.A.).
Switzerland*
(Geneva)
Technical Support 0844 811 411
Commercial
Services 022 799 01 01
Customer Service
022 799 01 50
Fax 022
799 01 90
Taiwan
NOTE:
Customers in Taiwan call Malaysia for customer assistance.
Technical Support
toll free: 0080 651 226/0800 33 557
NOTE:
Customers in Thailand call Malaysia for customer assistance.
Technical Support toll free: 0880 060 07
Customer Service
(Penang, Malaysia) 810 4949
Sales
toll free: 0880 060 06
U.K.*
(Bracknell)
Customer Technical Support
(Dell Dimension systems) 01344 720111
Customer
Technical Support
(Other systems) 01344 723723
Customer Care
01344 720110
TechFax 01344
723178
TechConnect BBS
01344 723858
Sales 01344
720000
* For technical assistance in this country after normal working
hours, use one of the following numbers:
(353-1) 204 4008 or (353-1) 286 5908 (English only--the call is rerouted to the U.S.A.).
U.S.A.
(Austin, Texas)
Automated Order-Status System
toll free: 1-800-433-9014
Customer
Technical Support for Servers
(Return Material Authorization
Numbers--warranty repairs) toll free: 1-800-967-1068
Dell Customer
Service
(Credit Return Authorization Numbers) toll free: 1-800-624-9897
Dell Sales
toll free: 1-800-247-4618
DellWare™
toll free: 1-800-753-7201
DellWare FaxBack
Service 512 728-1681
Fee-Based
Technical Support toll free: 1-800-433-9005
Sales (Catalogs)
toll free: 1-800-426-5150
Spare Parts
Sales:
Dell Direct1
toll free: 1-800-274-1490
Major Accounts2
toll free: 1-800-357-3355
Fax
toll free: 1-800-727-8320
TechFax
toll free: 1-800-950-1329
TechConnect BBS
512 728-8528
Switchboard 512
338-4400
1 Use this telephone number if your call is about a system
purchased for home, personal, or small-business use.
2 Use this
telephone number if you are calling for an established Dell national account (have your
account number handy), if you work for a governmental agency (local, state, or federal),
or if you work for an educational or medical institution.
Some Genuine Windows Vista® features - like the new Aero user interface - are only available in premium editions of Genuine Windows Vista® and require advanced or additional hardware (e.g. monitors). Check www.dell.com.my/vista for details.
**Dell's Terms and Conditions: apply to all sales available on request or at "Terms and Conditions of Sale" located at the bottom of our homepage at: www.dell.com.my
Prices and specifications are correct at date of publication but subject to availability or change without notice. Promotional deals apply to maximum order size of 3 desktop or laptop systems. Dell cannot guarantee that promotions and prices listed online will be available to purchase by telephone.
RETURNS POLICY: Dell’s “Returns Policy” found at http://www.dell.com.my applies to all sales. Choose carefully, as order cancellation rights are limited and additional costs may apply.
MISTAKES: While all efforts are made to check pricing and other errors, inadvertent errors do occur from time to time and Dell reserves the right to decline orders arising from such errors.
ONSITE SERVICE : Technician, replacement part or unit (depending on service contract) will be dispatched if necessary following phone-based troubleshooting. Subject to parts availability, geographical restrictions (on site and/or next business day service not available in some locations) and terms of service contract. Service timing dependent upon time of day call placed to Dell. Defective unit must be returned or paid for. Replacements may be refurbished .
COMPLETECOVER: service is available for personal computers, Axim PDAs, Dell branded projectors and LCD TV. CompleteCover excludes theft, loss, and damage due to fire, intentional damage, acts of God or natural disasters, animals, pets or pests. Customer may be required to return unit to Dell. For complete details refer to CompleteCover service agreement found at www.dell.com/ap/services . This service is only available in selected countries.
TRADEMARKS: Celeron, Celeron Inside, Core Inside, Intel, Intel Logo, Intel Atom, Intel Atom Inside, Intel Core, Intel Inside, Intel Inside Logo, Intel vPro, Itanium, Itanium Inside, Pentium, Pentium Inside, vPro Inside, Xeon, and Xeon Inside are trademarks of Intel Corporation in the U.S. and other countries.
NOTE: Save the Diagnostics Checklist in
this chapter as a master so you can use it to make copies as needed.
