SCHOOL OF AGRICULTURE
Reporting a Warranty-Covered
Hardware Failure to Compaq
AgIT Operations
FAQ Number: 1.1.32
Frequently Asked Question
How do I report a warranty-covered hardware failure to Compaq?
Answer
When a piece of Compaq computer hardware fails during its warranty period, the
problem must be reported to the Compaq Customer Service hotline to obtain either on-site
service or a replacement part. Compaq expects callers to have certain information available
and to have performed certain tests before making the initial service call. Follow these
steps to ensure that all the necessary steps have been completed prior to contacting Compaq
Customer Service:
1. Check to make sure that the problem is, in fact, a hardware problem and not a software
or malfunction of other equipment.
2. If possible, swap a suspected malfunctioning piece of equipment with a similar unit at
that location. (i.e. swap a possible bad monitor with a good one; swap a possible bad
floppy drive with a known good one, etc.)
3. After a swap, one of three things will occur:
a. The malfunction no longer occurs in the original PC with the new device which
suggests that the device that was swapped out is bad.
b. The malfunction will continue to occur in the original PC, even with the new
device. If this is case, the suspected unit is functioning properly and the problem
is somewhere else. Continue to test other possible problem areas. Call the
Compaq hotline for assistance, if necessary.
c. Both swapped units work OK in their new locations, indicating that the original
problem was likely a bad connection. No further action is needed unless the
malfunction occurs again. (You may want to swap the units back to their
original locations.)
4. When the defective piece of equipment is determined, have the following information
readily available for Compaq:
a. Serial number of the PC that contains the defective part, or if the defective unit is
a monitor, the serial number of the monitor.
b. Spare part number of the defective unit. This is located somewhere on each
Compaq part. Usually, the number is preceded by the phrase “Replace with
Compaq Spares No.,” or just “Compaq Spares No.”
c. The failure mode: How did the defective part fail? What were the symptoms?
What diagnostic actions were performed to determine it was bad?
d. Will someone on-site be able to replace the part themselves, or will an on-site
visit from a Compaq engineer be required?
e. Name on the site contact or technical coordinator, site address, and phone
number.
5. At the end of every new Compaq trouble call, the Compaq service
representative will provide a Case Number. Be sure to write this
number down - it is important.
Page 1 of 2
Created: 5/18/2004
School of Agriculture Modified: 12/25/2011
Contact: Brad Clayton, AgIT Operations Team Leader - bac@purdue.edu, 765.496.6806
SCHOOL OF AGRICULTURE
Reporting a Warranty-Covered
Hardware Failure to Compaq
AgIT Operations
FAQ Number: 1.1.32
6. Document each call in the Compaq Service Order Log. Record the following in the
fields provided:
- Date and time of the call.
- The Case Number
- Location of the failed equipment
- Contact name at the location of the failure
- Brief summary of the failure
- Compaq Engineer’s name
7. Later, record the date that the problem was successfully resolved in the “Completed”
field of the Compaq Service Order Log.
Who Should Have This Information
Purdue Agriculture Information Technology (AgIT) Staff
Purdue Agriculture Department Technical Staff
Purdue Faculty/Staff utilizing a centralized Purdue Agriculture
server managed by AgIT
Contacts
Compaq Hotline Technical Support
Compaq Customer Service AgIT Help Desk
Phone Routing: Phone: 765-494-8333
Desktop: 2, 2, , 2, 1 or toll free 1-888-226-2438
Laptop: 2, 2, , 1, 2 (M-F, 7:30AM-9PM)
Server: 2, 2, , 3, 3, 1 Online Support:
http://agithelp.agriculture.purdue.edu/
Page 2 of 2
Created: 5/18/2004
School of Agriculture Modified: 12/25/2011
Contact: Brad Clayton, AgIT Operations Team Leader - bac@purdue.edu, 765.496.6806