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350835
February 19th, 2015 08:00
how return-to-depot works?
I bought my dell laptop in China. Last week my computer cannot turn on any more no matter I tried to unplug or plug battery and power cord. I'm now living in Canada so I called Dell internet technical service line and was told by an agent to fill out an ownership transfer form. I did it on Tuesday and received a confirmation letter said it's been done.
I checked the warranty status and it's in return-to-depot still. Here's my question:
What shall I do to process the next steps, say, how can I bring the computer to depot (CTS)? I've called Dell (1-800-624-9896) for 4-5 times and provided service tag as well as express code for many times, however, no any answer I've got.
What shall I do then?
Thanks
Ben
ejn63
9 Legend
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87.5K Posts
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February 19th, 2015 08:00
You must initiate the process by contacting Technical Support. They will do some troubleshooting (and if the system still boots, have a backup already done BEFORE you call, as they will just about certainly want you to do a factory restore on the system).
It will also help to have run a complete Dell diagnostic on the system(F12 at powerup) before you call - record any error codes exactly and report them to Dell when you call.
Once a hardware repair is deemed needed, they'll send you a shipping box and you then send the system to a repair deport, and will receive the system back in 7-10 days.
The repair process hinges on the troubleshooting being done by you with Dell first. They will not simply take the system in for troubleshooting.
reddevilman
3 Posts
1
February 19th, 2015 08:00
Thank you EJN63.
Now the problem is- I cannot turn on my computer anymore (no water spill). It's hard to identify an error code or troubleshooting.
In addition, I bought this computer in China but I'm now in Canada. I already had my service tag transferred to Canada but I don't have invoice while purchasing. Would you please let me know what technical support number I shall call to? I called 1-800-624-9896 before.
Thanks again.
Ben
ejn63
9 Legend
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87.5K Posts
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February 19th, 2015 09:00
That is a US Dell support number. For Canada, it is 1-800-387-5752
reddevilman
3 Posts
1
February 19th, 2015 09:00
I called them and yes, they can arrange a ship box to my house and delivery the computer to depot for repair.
thank you very much for your answers.
Ben