Eastern Michigan University

Computer Workstation Hardware Repair

Service Description

Service Name: Computer Workstation Hardware Repair
Service Name Synonyms: Broken/Failing/Slow/Old/Outdated Computer/Workstation/CPU/Dell/Apple/Monitors
Description:

Computer Term Definitions:

 

  • Computer Refresh Program (CRP) Computers: machines purchased by DoIT through the CRP Program
  • CRP cascade computers: machines typically 4-6 years old, available for department use
  • Departmentally purchased computers: Computers purchased directly by departments using departmental funds
  • Personally owned computers not purchased with university funds
  • Minimum Support Standards: http://www.emich.edu/it/help/HDMinSupStand.php

 

DoIT (or campus technician) provides hardware repair on all university owned computer workstations purchased by the CRP within four years of purchase and any computer under warranty:

 

  • Dell provides on-site warranty repairs for qualified computers. Typically DoIT (or campus technician) will collect the computer, assess the problem, and then schedule a Dell service repair.
  • Apple does not provide on-site warranty repairs. Typically DoIT (or campus technician) will collect the computer and rule out a software problem. If there is a hardware issue, departments will need to take the machine to an Apple Store by appointment or the Learning Center, Ltd by drop-off.

 

Laptop batteries are not covered under the full manufacturer warranty but IT will replace them within four years of purchase for CRP-provided laptops.

 

Support is limited for CRP cascade machines or units purchased outside of the CRP Program.

 

See Restrictions below.

Availability: Monday – Friday 8am-5pm; walk-up evening hours may be available. See website for current hours: http://www.emich.edu/it/help/help_desk.php
Eligibility: Machines purchased by the CRP are eligible for hardware repair within the first four years of purchase. See Restrictions below. 
Restrictions:

Personally owned computers are not eligible for the Help Desk's hardware repair service.

 

IT is not responsible for lost or missing data. Users should have all of their data backed up prior to any service needs.

 

Regardless of warranty status, accidental damage (e.g., water/coffee spill on keyboard or dropped monitor/laptop) costs will not be covered by DoIT. See Costs and Limitations below.

 

Apple does not provide on-site warranty repairs. Departments can schedule appointments at any Apple Store during that store's normal hours of operation. Drop-off service is available at the Learning Center http://www.themacgroup.com/ in Ann Arbor during their normal hours of operation.

 

Departments are responsible for repair costs of all CRP Cascade machines over four years old or departmentally purchased computers.

Support: Support is available through the IT Help Desk at 734-487-2120 or it.helpdesk@emich.edu . Support is provided during the service hours of the IT Help Desk.
Features and Options: Dell and Apple models
Service Login:  
Documentation:

Apple Hardware Self-Support: http://www.apple.com/support/contact/

Dell Hardware Self-Support: http://www.dell.com/support/home/us/en/04/ 

Pre-Requisite Services:  

Similar or Related Services:

Software Installation

Computer Refresh Program

Requisition and Approval Process: Initiate request by contacting the IT Help Desk. If any costs are incurred, Help Desk fulltime staff will communicate the cost to the department for Pcard payment (?).
Costs and Limitations:

Costs can be incurred to departments in the following ways:

 

  • Accidental damage (i.e., water/coffee spill on keyboard or dropped monitor/laptop)
  • Dell parts or Apple parts and labor for CRP machines older than four years
  • Dell parts or Apple parts and labor for departmentally purchased machines no longer under warranty.
Revision History: April 2013 - Published 

Division of Information Technology

118 Pray Harrold

Ypsilanti, MI 48197

Phone: 734.487.3141

Fax: 734.481.9290