Getting Help 11-5Problems With an OrderIf you have a problem with an order, such as missingparts, wrong parts, or incorrect billing, contact Dell Com-puter Corporation for customer assistance. Have theinvoice or packing slip handy when you call. For thetelephone number to call, see “Dell Contact Numbers”found later in this chapter.Product InformationIf you need information about additional products avail-able from Dell Computer Corporation, or if you wouldlike to place an order, a sales specialist will be glad tohelp. For the telephone number to call, see “Dell ContactNumbers” found later in this chapter.Returning Items for WarrantyRepair or CreditPrepare all items being returned, whether for repair orcredit, as follows:1. Call Dell to obtain an authorization number, andwrite it clearly and prominently on the outside ofthe box.For the telephone number to call, see “Dell ContactNumbers” 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 errormessages reported by the Dell diagnostics.4. Include any accessories that belong with theitem(s) being returned (power cables, softwarediskettes, guides, and so on) if the return is forcredit.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 productreturned, and you assume the risk of loss duringshipment to Dell Computer Corporation. Collect ondelivery (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 returnedto you.Before You CallKeep a record of your diagnostic and troubleshootingactivities by photocopying the Diagnostics Checklist inAppendix A and filling it out whenever you experience aproblem with the system.NOTE: Be sure to save the checklist in Appendix A as amaster, so you can use it to make copies as needed.If you need to call Dell Computer Corporation for assis-tance, you will be able to inform the support technician ofthe actions you have taken to resolve the problem. If youmust return a piece of hardware to Dell, a technician willassign a Return Material Authorization Number. Recordthe number on the checklist, and include the completedchecklist in the shipping box.Dell’s technical support staff uses computer-based diag-nostics to provide fast, accurate answers to yourquestions. When you call, the technical support staffrefers to records regarding your specific Dell system tobetter understand your particular question.NOTE: Have your express service code ready when youcall. The code helps Dell’s automated support telephonesystem direct your call more efficiently.If possible, turn your system on before you call Dell fortechnical assistance and call from a telephone at or nearthe system. You may be asked to type some commands atthe keyboard, relay detailed information during opera-tions, or try other troubleshooting steps possible only atthe system itself.
