Before You Call - Dell Latitude XPiCD Reference Manual

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.
Include return shipping expenses. You are respon-
sible for insuring any product returned, and you
assume the risk of loss during shipment to Dell Com-
puter Corporation. Cash-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
Before you call Dell for technical assistance, convert
your service tag number into an express service code.
When prompted by Dell's automated telephone system,
enter the unique 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 com-
puter, do it before you call Dell for technical assistance.
Find the Express Service icon in the Dell Accessories
folder or program group. Double-click the icon and fol-
low the directions.
Keep a record of your diagnostic and troubleshooting
activities by photocopying the Diagnostics Checklist in
Figure 5-1 and filling it out whenever you experience a
problem with the computer.
NOTE: Be sure to save the checklist in Figure 5-1 as a
master, so you can use it to make copies as needed. The
checklist can also be accessed in the topic titled "Diag-
nostics Checklist" in the online System User's Guide.
If you need to call Dell Computer Corporation for assis-
tance, 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 filled-out check-
list 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.
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 opera-
tions, or try other troubleshooting steps possible only at
the computer itself.
Make sure the computer's user documentation is
available.
Getting Help 5-5