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	Laptop Maintenance Procedures for Troubleshooting and Service on Dell Laptop/Notebook Computers
	To request service from Dell you will need the Express Service Code and Service Tag number for your computer.  These numbers are located on a bar code tag on the bottom of the computer.  The express service code is an all-numeric value of ten or eleven digits.  The service tag should be a string of seven mixed characters.  Have your computer present when calling.  Call Technical Support at 1-866-876-3355.  Dell has an automated answering system that will ask you to select certain options and provide information.  Technical support answers calls in the orders received and you can expect a ten to fifteen minute wait.  When a technical support person answers your call they will ask for your service tag number.  This will allow Dell to bring up information on your specific computer.  You will also be asked to provide your name, address, telephone, and e-mail.  This information will be entered into Dell’s system for future reference.  The technical support representative will ask you what Dell can help you with today.  Describe the nature of your problem.  The representative may ask you to perform certain actions with your computer to try and remedy the problem.  If the problem cannot be resolved over the phone there are three possible results:
	1.  You may be assigned a case number.  Case numbers are assigned when a problem is not resolved and the computer owner must complete some other action.  This normally happens when you do not have your computer on hand when calling and the representative needs you to check something.  Once you have the additional information requested you would need to call technical support again and provide the case number so Dell can continue from where you left off.      2.   It is possible that a user-replaceable part needs to be exchanged (e.g. 3.5” floppy unit, CD-RW/DVD module).  The Dell representative will give you a reference number and will mail the replacement to the address you provided.  The item will be shipped by: Airborne Express, Federal Express or another delivery company.  When you receive the new item swap it with the old item and place the old item in the same box.  There will be a return-shipping label enclosed.  You will need to call for a pick-up if the delivery person is unable to wait.  The phone number of the delivery company will be on the invoice enclosed in the box.      3. You may require on-site service.  A Dell technician will need to come to your location to make repairs on your computer.  (Alternatively, you may have the technician come to theIMSD office, room 163, Bell Hall).  On-site repairs are done on parts that the user cannot replace (e.g. keyboard).  The representative will give you a reference number and send a service request to the local service technician.  The local service technician will call you later the same day or the next day to schedule an appointment.  In all of these situations Dell will e-mail your case or reference number to the address you provided.  You may visit the Dell web site WWW.DELL.COM to check the status of your service request.  At the Dell main page select the My Order Status link at the top of the screen.  Next, enter your reference number and verification data.     Recovery CD Instructions