My laptop needs to be replaced, what do I do?

Summary

What to do when a laptop has been damaged or needs repair.

To contact IT when your computer has accidental damage from a drop, spill, or other inadvertent damage, submit a ticket here.

Sections in this Article

• About Accidental Damage
• Computer is Lost / Stolen
• High-Cost Repair
• Low-Cost Repair
• Remote Users

About Accidental Damage

Accidents happen. We work with mobile computers which can be dropped, spilled on, or even stolen.

Below you will find our policy for damaged devices. You may be issued a Loaner computer while a repair or appropriate service option is explored. You may also be issued a replacement computer of comparable specs.

Please make a backup of your information before requesting service (if possible).

Accidental Damage is defined by each product's manufacturer, and IT adheres to each manufacturer's determination of warranty or damage-related service.

NOTE: Service strategies for damaged computers may vary from region to region. Your local IT Team will determine the best solution to get you a working computer as quickly as possible.

Manager approval and back-billing may apply to these service options.

Computer is Lost / Stolen

If your computer was lost or stolen, please follow the steps outlined in this article.

High-Cost Repair (Or Repair Exceeds Value of Computer)

A member of the IT Team will inspect your computer, and may refer to manufacturer service guidance for support before offering a solution. The IT Team will typically offer one of the following:

• Repair or replace the machine with the cost being covered by your department/cost center. 
• Replace the machine with a comparable model from IT Storage of equal or lesser spec. We will endeavor to use a model close in generation / spec to your damaged / lost / stolen machine.

In the unlikely event that no comparable machine is available in Storage, the user's department is responsible for the cost of a new/replacement computer.

Low-Cost Repair

A damaged computer typically still requires a repair, even if you can live with it for a while. The cost of the repair will be assessed and quoted to the user's department. Once approved, it will be sent for repair and the cost will be back-billed to the user's department.

Remote Users

Remote users will be shipped a loaner computer and will return the damaged computer to the geographically closest IT Team. It will then be inspected and a service strategy will be presented based on the guidelines above.

The service strategy could involve either repair or replacement of the computer.