What to do before calling Dell Technical Support.

NOTE: This article specifically contains information for owners of Dimension, Inspiron, and XPS systems; in other-words, Home and Small Business customers. If your computer was purchased by a school or government agency then your support lines might be different. 

So you have a Dell computer and you need to call Tech Support for some reason, but you don’t want to spend hours on the phone while you’re doing basic troubleshooting. This guide will help get you ready to call Dell, get to the right queue (Yes, Desktops, Notebooks, Inspiron, Dimension, and XPS all have different queues and the people who answer those calls can’t help you if you don’t have the computer they’re allowed to support.) It will also help you skip going over the “basics” while you’re on the phone and get right to fixing the problem.  

How am I going to skip all the “basic” stuff? Well, Dell is so great that they offer the EXACT SAME database that their tech supports have access to, to you. Yes, you read right, the EXACT SAME database. Why does Dell do this? It’s for reducing your time spent on the phone with the Tech Support Agent. (This is better for the customers and better for Dell; most people don’t like spending time on the phone, and the less time an agent has to spend talking to you the more money Dell can save.) 

Now, how to skip the time waisted on troubleshooting the “basics” over the phone. The first step is to get to a computer that works. If your computer works and can get online, all the better. Open your browser and go to  HYPERLINK "http://support.dell.com" http://support.dell.com just like that. From there you’re going to click on Troubleshooting and FAQs Now, it’s asking for your Service Tag. 

The Service Tag. This is something a lot of people have a hard time finding when they’re on the phone. You’re lucky though if you’re at the above website and you’re on your Dell. Click the option for “Enter a Tag.” Then click “Find My Service Tag.” It’ll ask you to run an Active X control and then it’ll fill in your Service Tag for you. Write this down; you’ll need it when you call Tech Support. 

If you had to go to another computer, then you have a bit of work to do. You can always look on the top for a black or silver sticker (if you have a desktop) it will say  HYPERLINK "http://www.dell.com" www.dell.com on the top and list your Service Tag and Express Service Code. If you have a notebook, look on the bottom, a plain white sticker with a barcode will have your Service Tag and Express Service Code. These can be quite small, so if you’d like something easier to read and your Dell will turn on, then you have a couple options. If Windows will boot, click on Start (or the Windows Perl), go find the Dell folder, and open the Express Service Code program. This will give you your Service Tag (Numbers and letters) and your Express Service Code (all numbers). These are unique to your computer and will allow the person on the phone to access your account. If Windows doesn’t start, you can go into the BIOS by pressing F2 when you see the Dell logo. You’ll end up at a blue screen with a menu on the left and a wide space on the right. Look for “System Info” under “System” (If you don’t see it, highlight “System” and push “enter”.) Right there is your Service Tag. Again, write this down. 

Now, back on the Dell website, you’ve put in your Service Tag and you have a new screen. The model of your computer is in bold. Write this down as well. On this page is a search box under “Search Dell Solutions Network” This is what we want. This is the Anti-Google so you want to be vague. Your computer won’t start? Type “No power” Usually the first couple results will have what you want. Under Content Type look for “Wizard” this will give you a step by step guide on what troubleshooting to do you for your computer. Once you’re done you’ll either have your problem fixed without having to call Dell at all, or you’ll be told “STEP: Contact Dell Technical Support” When you see that look up on the top or the bottom of the page is something called a “Journal ID” or just “Journal” Write this number down also. 

Now it’s time to get ready call Dell. If you only have your Service Tag you'll need to get your Express Service Code. This is how the computer system gets you to the right person to talk to and you avoid being transferred. If you already have the Express Service Code from earlier, GREAT! If not, go look for it using the steps above. The phone will ask for this and will direct your call based on what information you can provide. So, if you don’t want to be transferred, it’s a really important thing to have. (It’s easier for the agent to understand someone reading the Express Service Code than it is to read the Service Tag because the Express Service Code is all numbers.) 

The model of computer you have also determines which phone number you should call. (If you don’t have your Express Service Code you have a better chance of ending up at the right person if you call the right number.)  If you have a Dimension or Inspiron computer then you want to call 1-800-624-9896. For XPS customers, 1-800-232-8544. These are both 24/7 support numbers. Be ready to put in your Express Service Code and also give this to the Agent. Also give the agent YOUR name. (Unless changes are being made to data on the system or a part needs to be sent out, the agent DOES NOT need the name of the person who purchased the computer, so DON’T GIVE IT TO THEM. If they refuse to troubleshoot, ask for their supervisor; after you ask three times they MUST escalate you, or they could lose their job.) Also give them your DSN Journal ID (DSN is short for Dell Solutions Network and it’s what the agents know the database as.) They will probably be surprised that you have this but it will tell them what steps you have already done. DO NOT REPEAT ANYTHING YOU HAVE DONE. There is no reason for them to ask you to repeat anything. Again, ask for their supervisor if they do. 

There you go. That’s how to minimize your time on the phone. But wait. Why do you have to do this troubleshooting? Why can’t Dell just send someone out to do this for you? Isn’t that what you paid for? Well its not; in your warranty you agreed to troubleshoot with the phone or chat agent and Dell would only send someone to you if you paid for that level of service and a part needs to be replaced in your computer that you don’t feel comfortable replacing yourself. 

I hope you find this information valuable and use it to your advantage.