Printer is Not Working

Goal - why is this important to us?

We want to get you back up and running ASAP, so your work is not interrupted. We want to trouble shoot, so that we can get it repaired ASAP.

Ingredients - what do I need to get started?

• Verify Warranty Eligibility by entering either the Experess Service Code or the Service Tag Number at this website: http://www.dell.com/support/home/us/en/04?~ck=mn
• Both of these codes are located on a small white tag on front panel/door of the printer. (The panel you flip down to access the toner cartridge, not the small feeder flap).

Timeframe - about how long will this take?

• Initial (and only, hopefully) phone call- 20-30 minutes total. You should be by the printer when you call to troubleshoot.
• If the printer was under warranty, they will send a new printer within a day or two. Some issues may not be covered under warranty at the time you call. For example, print rollers are only good for a certain number of uses before the warranty no longer applies.
• If it was not under warranty, it will take a day or two from when Ashley orders the printer for it to arrive.

Contacts - who do I need to let know?

• Program Coordinator

Steps - what do I do?

1. If it IS NOT under warranty: Contact Dawn Farm's IT person or your coordinator to get further instructions.
2. If it IS under warranty:
   • Call the number below:
   • 1-800-822-8965
   • The automated phone system wants the Service Tag, and the people on the phone are going to want the Express Service Code.
3. If you can’t tell if it is under warranty or not, follow step 2.

Follow-up - what loose ends do I need to wrap up?

1. If the printer was under warranty, then they will want you to return the old printer in the box that the new one came in (they will provide a shipping label for you).
2. Please keep all cords, toner, and paper in tray before returning the old printer. Dell will not send new cords.
3. Recycle whatever you can. Follow the SOP for recycling electronics.