Laptop Repair Procedure

  1. User reports problem
  2. School/Tech Contact generates work order to technician to report problem with computer
  3. School/Tech Contact informs technician whether the computer is a PC or a Mac
  4. Technician assesses computer to determine whether it is a hardware or software issue
  5. Lenovo Hardware Issues
    1. Technician assess hardware issue and determines that there is a hardware failure and identifies the hardware that has failed
    2. Technician uses diagnostic software or other means to determine the cause of failure
    3. Technician checks to see if the machine is still under warranty
      1. Machine is under warranty
        1. If technician feels comfortable replacing the failed part
        2. He or she may request the part through the warranty part request form.
        3. The part will be ordered and the technician will be notified when it arrives.
        4. Technician will pick up the part from CATS and perform the repair.
        5. Technician will return the part to CATS within 15 days of pick-up.
        6. Part will be returned to Lenovo.
        7. If technician does not feel comfortable replacing the failed part
        8. Technician may request the part through the warranty part request form.
        9. The technician will then bring the machine to CATS and place it in the drop-off area with documentation of the problem.
        10. The part will be ordered and the machine will be repaired at CATS.\The machine will be placed in the appropriate pick-up area and the technician will be notified that the machine is ready to be picked up.
        11. Part will be returned to Lenovo.
      2. Machine is not under warranty
        1. Technician can ask the school if they wish to purchase the part to repair the computer. If school wishes to do so:
          1. Technician will place a part request via the non-warranty part form and document that the school will pay for the part.
          2. David will order the part and inform the technician that the part is available for pick-up.
          3. If technician feels comfortable replacing the failed part
          4. Technician will pick up the part from David and perform the repair.
          5. If technician does not feel comfortable replacing the failed part
          6. The technician will then bring the part and the machine to CATS and place it in the drop-off area with documentation of the problem.
          7. The machine will be repaired at CATS.
          8. The machine will be placed in the appropriate pick-up area and the technician will be notified that the machine is ready to be picked up.
          9. If technician is unable to determine the cause of the hardware failure, he or she may bring the computer to CATS for evaluation and repair.
    4. Lenovo software issues
      1. Technician will determine what the software issue is and resolve it or reimage the machine to prevent a lengthy delay in getting the machine 
    5. Apple hardware issues
      1. Technician can evaluate hardware issues to the best of their ability and comfort level.  Technicians may perform an SMC reset to help resolve issues related to power, video, and sound.
        1. If hardware issues appears to be user damage, a statement from the user about how the damage occurred would be helpful.
        2. For all hardware issues, the technician should document the issue(s) experienced either by paper form or the online Google document and drop the device off at CATS in the designated drop-off area.
        3. The hardware will be assessed and repaired
        4. A statement of hardware cost will be generated for all damage caused by the student.  Copies will be sent with the laptop and to David.
        5. The device will be placed in the appropriate pick-up area and the technician notified that the repair has been complete and the device is ready for pick-up.
    6. Apple software issues
      1. Technician can evaluate software issues to the best of their ability and comfort level.
        1. Technician should document the error and bring to CATS.  They can either place it on the drop-off area or put in on the imaging station and reimage the device.

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  1. Jalene
    29 March, 2016

    Fell out of bed feeling down. This has brghetined my day!