Dell OptiPlex HUB, Troubleshooting Manual

Page: 93 / 131

Getting Help 7-5
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, usu-
ally 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 techni-
cal support staff use computer-based diagnostics to
provide fast, accurate answers to your questions.
To contact Dell’s technical support service, first refer to
the section titled “Before You Call” and then call the
number for your country as listed in “Dell Contact Num-
bers” found later in this chapter. (For information about
receiving technical assistance in the U.K., refer to the
Placing a Service Call card that came with your system.)
NOTE: Technical support services may vary outside the
continental U.S. Contact your local Dell representative
for more information.
P
roblems 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.
P
roduct 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.
R
eturning 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.
B
efore You Call
Keep a record of your diagnostic and troubleshooting
activities by photocopying the Diagnostics Checklist in
Figure 7-1 and filling it out whenever you experience a
problem with the system.
NOTE: Be sure to save the checklist in Figure 7-1 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.