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Getting Help

  Technical Assistance

  Dell Enterprise Training and Certification

  Problems With Your Order

  Product Information

  Before You Call

Technical Assistance

If you need assistance with a technical problem, perform the following steps:

1. Complete the procedures in "Troubleshooting Your System."
   
   
2. Run the system diagnostics and record any information provided.
   
   
3. Make a copy of the Diagnostics Checklist, and fill it out.
   
   
4. Use Dell's extensive suite of online services available at Dell Support at support.dell.com for help with installation and troubleshooting procedures.
   
   

For more information, see "Online Services."

5. If the preceding steps have not resolved the problem, call Dell for technical assistance.
   
   

NOTE: Call technical support from a phone near or at the system so that technical support 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.

For instructions on using the technical support service, see "Technical Support Service" and "Before You Call."

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.

Online Services

You can access Dell Support at support.dell.com. Select your region on the WELCOME TO DELL SUPPORT page, and fill in the requested details to access help tools and information.

You can contact Dell electronically using the following addresses:

• World Wide Web
  
  

www.dell.com/

www.dell.com/ap/ (Asian/Pacific countries only)

www.euro.dell.com (Europe only)

www.dell.com/la (Latin American countries)

www.dell.com/ca (Canada only)

• Anonymous file transfer protocol (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 (Asian/Pacific countries only)

support.euro.dell.com (Europe only)

• Electronic Quote Service
  
  

sales@dell.com

apmarketing@dell.com (Asian/Pacific countries only)

sales_canada@dell.com (Canada only)

• Electronic Information Service
  
  

info@dell.com

AutoTech Service

Dell's automated technical support service—AutoTech—provides recorded answers to the questions most frequently asked by Dell customers about their portable and desktop computer systems.

When you call AutoTech, use your touch-tone telephone to select the subjects that correspond to your questions.

The AutoTech service is available 24 hours a day, 7 days a week. You can also access this service through the technical support service. See the contact information for your region.

Automated Order-Status System

You can call the 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. See the contact information for your region.

Technical Support Service

Dell's technical support service is available 24 hours a day, 7 days a week, to answer your questions about Dell hardware. Our technical support staff use computer-based diagnostics to provide fast, accurate answers.

To contact Dell's technical support service, see "Before You Call" and then see the contact information for your region.

Dell Enterprise Training and Certification

Dell Enterprise Training and Certification is available now; see www.dell.com/training for more information. This service may not be offered in all locations.

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 available when you call. See the contact information for your region.

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 to speak to a sales specialist, see the contact information for your region.

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.

Remember to fill out the Diagnostics Checklist. If possible, turn on your system 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. Ensure that the system documentation is available.

CAUTION: Before servicing any components inside your computer, see your System Information document for important safety information.

Diagnostics Checklist
Name:
Date:
Address:
Phone number:
Service tag (bar code on the back of the computer):
Express Service Code:
Return Material Authorization Number (if provided by Dell support technician):
Operating system and version:
Peripherals:
Expansion cards:
Are you connected to a network? Yes No
Network, version, and network card:
Programs and versions:
See your operating system documentation to determine the contents of the system's start-up files. If possible, 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:

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