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Calling Dell

Regardless of the apocryphal tech support phone call horror stories, calling Dell for hardware service is quite easy. For these systems you will speak with someone in the US (I've even spoken with someone who volunteered that she was a Spartan). The first person you speak with will ask some simple (and perhaps pointless) questions, you should have no trouble knowing from the context of the question how to answer so that your call will be promoted to the higher level of support for resolution.

Before you call Do the obvious debugging to verify the problem. For bad DIMMs, swap the DIMM to another slot to isolate DIMM vs. mainboard issues. For server components, have the system service tag (7 character) and express service numbers (10 digit). For order issues, have the order number.

Calling Use a speaker phone. Expect the call to take 15 minutes or so. Actual holding times are short, less that 1 minute. However, you will speak to 3 people to get a part replaced, so the call will take some time. (Note from Ben: this may vary. I've never had to speak to three people. My last call was handled by just two people, the technical person took the shipping info as well... -TDR)

  • Call 1-800-915-3355
  • Go to technical support
  • Enter express service code
  • Speak with person who will ask some simple questions. Have patience with this person --- they aren't the technical support but will forward your call to a technical person
  • Talk with technical support person, this person will either help you debug or if you have reasonably debugged the issue, will accept your explanation
    • Higher level ??? never been here...
  • Resolution person, this person will take the information needed to ship the replacement (or send field technician?)

Chatting Dell's website http://support.dell.com/ refers to a service where you chat online with a representative. This can be faster than a phone call for simple replacements, and maybe also for more complex problems. I prefer it only when no diagnosis is needed. Only works in IE. Works fine with a current Firefox on OSX.

-- TomRockwell - 16 Nov 2007
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Topic revision: r5 - 15 Jan 2008 - 17:28:45 - TomRockwell
 

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