FAQ / Support

 


 

General Questions

Q. How can I contact Dimension Express?

A. Customer Service: 800.940.2059
Fax: 925.403.0707
The Dimension Express Fax Back System: 925.284.3558 (must be calling from a fax machine)
e-mail: support@dexpress.com

Mailing address:
Dimension Express
1547 Palos Verdes Mall #324
Walnut Creek CA 94597-2228


Q. What will Dimension Express do for me?

A. SAVE YOU TIME AND MONEY! All the information is approved by the Manufacturers and located in one central location. All you have to do is enter the model numbers you need and choose the type of information you want. Dimension Express puts the information together for you in a single PDF booklet file and emails it to you. You can then forward it on to whoever needs the information for that job.


Q. How was Dimension Express developed?

A. Dimension Express was started in 1993 by a cabinet maker who was frustrated by the process of gathering specification sheets - searching through catalogs, calling several different manufacturers for one job, waiting on hold with customer service, waiting for specs sent by mail and waiting for faxes that were ultimately illegible.

With the support of various appliance manufacturers, Dimension Express was started: a database of dimension specifications, which can be accessed via the Internet or fax machine, 24 hours a day, 365 days a year. The information in the system is approved by the Manufacturers and can be updated within 24 hours of a change (unlike catalogs and printed material). Now, specifications for an entire job can be requested and received in a matter of minutes, and organized into one PDF booklet.

Over ten years later Dimension Express has sent over 8.5 million Dimension Express Data Sheets to its users and has added Manufacturer Dimension Guides, Installation Instructions, Sales Literature, Support Material and CAD files to its database.




Q. What is the difference between “Guest Viewing” and the “Premium Plan”?

A. Dimension Express has Two Types of Users: Professionals who need specification sheets frequently, and Occasional customers who need specification sheets once and a while. To accommodate all customers, Dimension Express offers two plans.

One plan is FREE to the Occasional home owner and small builder (Click Here to go to the Occasional Guest Viewing Area).

The other is a tool for the Professional, saving a great deal of time by offering Data Sheet Booklets with a customizable cover sheet, a powerful search engine, printing, up to 5 different types of information and much more!

Our Data Sheet Booklet combines all the Dimension Express Data Sheets, Manufacturer Guides, Installation Instructions and Support Documents you requested; into one PDF File. You are able to customize the cover sheet and email it to your clients, contractors, co-workers, .... within minutes!!!! 

Click here to register for the Premium Plan, then click the "Subscribe Now" button


Q. How do I find a Manufacturer Phone number?

A. Click Here!


Q. What Manufacturers are listed with Dimension Express?

A. A list of Manufacturers and their Status with Dimension Express can be found by Clicking Here.


Q. I do not need specs that often, what do I do?

A. Visit our FREE Guest Viewing Area by Clicking Here.


Q. How do I get information to other people?

A. Use our PDF Booklet Feature. Choose all the models you need by checking the “Items to Add” box and clicking the “Add Checked Items to PDF Booklet”. Then click the “Send PDF Booklet Via Email” button. You will then receive a email with a link to your booklet. Once you download your booklet you can forward it to whoever needs the information.


Q. What is the PDF Booklet?

A. To make things easier when you have a list of specifications to download, this site uses the concept of a "PDF Booklet". As you search and find the required specification sheet files you can add them to the "PDF Booklet". When finished searching you can email the all the specifications sheets gathered into a single document to your email address.

To add items to the PDF Booklet, click the checkbox in the "Items To Add" column of the search result list. Then select the Add Checked Items to PDF Booklet button at the bottom of the result set.

Clicking the View PDF Booklet button shows you the list of items in the PDF Booklet, and allows you to download or email them at that time. Note that the files can be downloaded directly from the PDF Booklet page without transferring to a separate download page.

The PDF Booklet can hold a maximum of 25 items at one time. To download more than 25 items you must first send the items in the PDF Booklet, and then clear it.


Q. My information on the PDF Booklet cover sheet is incorrect, how do I change it?

A. After you log in, click on the "My Account" button in the upper right hand area of the page. Then click on the “Edit Account Information” button.


Q. How do I delete information from my PDF booklet?

A. Open your PDF Booklet, it is now listing all the infomation contained in the booklet. There is a "Trash Can" next to each information line. Click on the "Trash Can", then confirm the deletion. You can remove all the information in the booklet by clicking the "Trash Can" at the bottom of the list.



Q. The Manufacturer I need is NOT Listed, why not?

A. All information on the system MUST be approved by the manufacturer. The manufacturer you are looking for has not done so at this time. We will be adding over 25 NEW manufacturers in the next 90 days. Please keep checking back with us. We will also be updating you when manufacturers are added.


Information Types

Q. What types of information is available?

A. Everything you need before the unit gets to the job site. Depending on what the Manufacturer has approved for us, each model can have the following information:

- Dimension Express Data Sheets, when approved by the Manufacturer. These are created by Dimension Express and approved by the Manufacturer. Information on these fax legible uniform format Data Sheets sheet's include: Cut out & overall dimensions, Duct locations, Gas & electrical requirements & Locations, Distance to combustible, Outlet requirements, Door swing requirements, Kits & accessories, Uniform & easy to read format, Any special information necessary for design and preparation
- Manufacturer Dimension Guides, when provided by the Manufacturer.
- Installation Instructions, when provided by the Manufacturer.
- Condensed installation instructions (contains English design/dimensional pages exported from the manufacturer supplied installation instructions), when provided by the Manufacturer.
- Manufacturer Support Material, when provided by the Manufacturer.
- Sales Literature/User Guide, when provided by the Manufacturer.
- CAD file downloads will be available shortly.


Q. What is the difference between an Installation Instruction and a Condensed Installation Instruction?

A. The Installation Instruction is what was given to us by the Manufacturer. It is the full version and usually a very large file.

To make the Condensed Installation Instruction, we go through the full version and remove pages that are not relevant to design purposes and non-English pages making the file size much smaller and easier for you to find the information needed.  Always refer to the full version if you have any questions.


Q. Why do some models have more types of information?

A. All information listed is approved by the manufacturers.  Some Manufacturers do not have all the different types of information that we provide. If the Manufacturer has provided the information, then we have it listed.


Q. Where are the Dimension Express Data Sheets?

A. All information on Dimension Express is approved in writing by the manufacturer. If the model does NOT have a Dimension Express Data Sheet, the manufacturer has not approved the Data Sheet. Some manufacturers have opted not to have Dimension Express Data Sheets.


Q. After reviewing the information, I still have a question?

A. ALL information we have available is on the website. WE DO NOT have any other material. Please contact the Manufacturer with any other questions. For a list of manufacturer phone numbers, Click Here.


Q. I have a cutout, how do I find what will fit?

A. Our search by cutout is available through our Premium Plan. Just put in your cutout or overall sizes and get a list of models that will fit.


Q. Are TV sizes listed?

A. Plans are in place to start adding TV and Audio sizes in about 90 days.


Q. I cannot find a model for a listed Manufacturer, what do I do?

A. 1) Make sure that Dimension Express has the Manufacturer on line by using the Manufacturer drop down menu in the search engine area.
2) Double check your appliance schedule and make sure you have not transposed any digits.
3) Remove one or two digits from the end of the model to broaden your search.
40 Email us at support@dexpress.com 


Q. I can't find Accessory information?

A. The information we have for accessories is usually found the literature for the model the accessory is being used with.  Please download the information for the model you are using the accessory with.


Account Questions

Q. How do I sign up, what is the cost?

A. 1) Just Click Here. Then Click the "Subscribe Now" button. The cost for a Primary User is $129.95/year.
2) If you only have one user click the “Continue Checkout” button.
3) If you have more than one user, Click on one of the “Add x Users” Buttons. For example, If you click on “Add 6 Users” you will be signing up a total of 7 people.



Q. How do I change my password?

A. After you log in, click on the "My Account" button in the upper right hand area of the page. Then, click on the "Edit Account Information" button. Type in your new password and click "Update".


Q. How do I change my Username?

A. Please email us at: support@dexpress.com
Include your current Username & Password, the new Username & Password and reason for the change.



Q. Already a member and want to use a Promo Code?

A. Use your existing username and password to log into Dimension Express, then:

1) Click on the “My Account” Button at the top of the screen.
2) Click on the orange “Renew Now” button.
3) On the next screen, confirm your selection and press the “Renew Selected Accounts” button.
4) Enter your “Promo Code” at this time, choose your payment method and follow the instructions.


Q. My information on the PDF Booklet cover sheet is incorrect, how do I change it?

A. After you log in, click on the "My Account" button in the upper right hand area of the page. Then click on the “Edit Account Information” button.


Q. What is an “Additional User” and why would it be useful?

A. Dimension Express sends the PDF Booklets directly to the account holder's email address. When multiple users are requesting information, it is beneficial for each user to have their own account.

Additional user accounts are available at a significant discount, and give the account holder full access to Dimension Express. Most important, account holders receive information at their own email address.


Q. How do I add "Additional Users" to my account and what is the cost?

A. After you log in, click on the "My Account" button in the upper right hand area of the page. Use the drop down menu at the bottom of the page to choose how many accounts you need to add (you will also see the discounted pricing here). Then, click on the "Add Accounts" button.


Q. I forgot my Account login, what do I do?

A. Click Here. If you have forgotten BOTH your email address and username you need to email your name, address, company name and phone number to support@dexpress.com.


Fax-On-Demand

Q. I am a current “Code at a Glance” subscriber, how do I start using the web?

A. On the back of your “Code at a Glance” there are instructions on how to convert your current fax subscription to a web subscription free of charge.


Q. What is the difference between the fax service and web service?

A. The web service lists more types of information (see above) for each model and you do not have any phone tolls making the web more economical. You can also receive your information in one PDF booklet file with a cover sheet (see above).  The fax and web services are separate subscriptions.


Q. How do you use the Fax-On-Demand Service?

A. Just call 925.284.3558 FROM YOUR FAX MACHINE. When instructed, press “2” and you will have instructions faxed to you.


Trouble Shooting

Q. What should my cookies be set to?

A. Your settings need to be changed in Internet Explorer.

1) Open Internet Explorer. Click on the TOOLS menu and select INTERNET OPTIONS...
2) Click on the PRIVACY TAB
3) Make sure your cookies are NOT set to BLOCK ALL COOKIES. We use a medium setting.
4) Click on the SITES button
5) In the Address of Website field, type in http://www.dexpress.com then click ALLOW
6) Click OK, click OK



Q. I keep getting put back to enter username and password?

A. Your settings need to be changed in Internet Explorer.

1) Open Internet Explorer. Click on the TOOLS menu and select INTERNET OPTIONS...
2) Click on the PRIVACY TAB
3) Make sure your cookies are NOT set to BLOCK ALL COOKIES.  We use a medium setting.
4) Click on the SITES button
5) In the Address of Website field, type in http://www.dexpress.com then click ALLOW
6) Click OK, click OK



Q. The Print is to small when printing pages.

A. After you ask Adobe Reader to print a print window appears.

In that window there is a “Page Scaling” Option.

Set page scaling to: “Tile Large Pages”

This will split the pages up and print them at 100% size so you can read them.



Q. I cannot get past the “Forgot Your Login” Screen?

A. Your settings need to be changed in Internet Explorer.

1) Open Internet Explorer. Click on the TOOLS menu and select INTERNET OPTIONS...
2) Click on the PRIVACY TAB
3) Make sure your cookies are NOT set to BLOCK ALL COOKIES.  We use a medium setting.
4) Click on the SITES button
5) In the Address of Website field, type in http://www.dexpress.com then click ALLOW
6) Click OK, click OK 


Q. When I enter a model number, it just comes back to the same screen?

A. Your settings need to be changed in Internet Explorer.

1) Open Internet Explorer. Click on the TOOLS menu and select INTERNET OPTIONS...
2) Click on the PRIVACY TAB
3) Make sure your cookies are NOT set to BLOCK ALL COOKIES. We use a medium setting.
4) Click on the SITES button
5) In the Address of Website field, type in http://www.dexpress.com then click ALLOW
6) Click OK, click OK



Q. Where is my PDF Booklet?

A. Although it is usually instant, it may take 10 minutes to receive the PDF Booklet Email. If you still have not received the email. Login to Dimension Express and click the “My Booklets” button at the top of the page. There is a option to resend the booklet.


Q. I cannot open the file or it opens and is not readable, what do I do?

A. You need to have Adobe Acrobat installed on your computer. It is the application that reads the PDF format that we use. To download Acrobat for FREE, Click Here.


Q. How do I find a Manufacturer Phone number?

A. Click Here.


Q. After reviewing the information, I still have a question?

A. ALL information we have available is on the website. WE DO NOT have any other material. Please contact the Manufacturer with any other questions. For a list of manufacturer phone numbers, Click Here.


Q. I forgot my Account login, what do I do?

A. Click Here. If you have forgotten BOTH your email address and username you need to email your name, address, company name and phone number to support@dexpress.com.


Q. Cannot Find a Model (Guest Viewing)?

A. All information is approved by the manufacturer. We list everything that has been given to us. If the model's manufacturer is not listed, we will not have the information. We are very busy trying to add all manufacturers.


Q. Cannot Find A Model (Premium Plan)?

A. All information is approved by the manufacturer. We list everything that has been given to us. If the model's manufacturer is not listed in the "Manufacturer" pull down menu, we will not have the information. We are very busy trying to add all manufacturers.
1) Search by only the model number (nothing in the manufacturer or type fields).
2) Remove a digit or two from the model you are looking for. This will broaden your search.
3) Double check your appliance schedule and make sure you have not transposed any digits.
4) email us at support@dexpress.com



| Home | WWW Specs | Specs Via Fax | FAQ | Legal | Manufacturers |
Please send comments to info@dexpress.com

Development by Sierra Web Design 775.833.9500