WARRANTY REPAIR PROCEDURES FOR COMPUTERS AND PRINTERS by mur41479

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									WARRANTY REPAIR PROCEDURES FOR
    COMPUTERS AND PRINTERS

            2008-09
                                                                              Education Technology Services
                                                                        CUSTOMER SUPPORT SERVICES


                                                         WARRANTY COMPUTER REPAIR PROCEDURES
ETS staff met with Bell Tech and C & C International, the vendors who repair equipment still under warranty. TLC and vendor concerns were discussed. In order for
repairs to go more smoothly, the responsibilities of each party are outlined below.

       VENDOR RESPONSIBILITES                                                  TLC RESPONSIBILITES                                               ETS RESONSIBILITES
Inform the ETS Service Desk of any concerns/issues            Inform the ETS Service Desk of any concerns/issues regarding         Meet with vendors on a regular basis to discuss and
regarding computer repairs.                                   computer repairs.                                                    resolve TLC and vendor concerns.

                                                                                                                                   Report resolutions back to TLCs via TLC workshops,
                                                                                                                                   emails and posting info on web.

                                                                                                                                   Distribute up to date documentation to vendors as needed.
Call the TLC to set up a repair date.                         Call the Service Desk to determine whether the problem is            Assist the TLC with determining whether problem is
                                                              software or hardware related prior to calling the vendor.            software or hardware related.
Call the TLC and keep them apprised of the status of any
parts that are on back order.                                 Verify that equipment is still under warranty prior to calling the   Assist the TLC with determining if computer is still under
                                                              vendor. If you are not sure, check the web sites below.              warranty.

                                                              Apple (You must have a GSX account to access this site.)
                                                              http://www.info.apple.com/broward

                                                              Dell
                                                              http://support.dell.com/support/index.aspx?c=us&l=en&s=gen

                                                              Call in repairs as they occur. Do not wait and call in many
                                                              computers at one time. This may result in a delay in getting
                                                              computers repaired in a timely manner.

                                                              Inform the vendor of all pertinent information such as the model
                                                              of computer, operating system currently running, serial number,
                                                              PO number and a detailed explanation of problem.

                                                              Reinstall any third party software. Software with a district
                                                              license can be downloaded from the ETS Service Desk Server.

Repairs due to abuse and/or vandalism are not covered         If the vendor will not repair equipment due to abuse/vandalism
under the warranty.                                           TLCs can call COMPASS 321-4490 and it will be dispatched to
                                                              Metro Technical Services at 321-4270.

Repairs will not occur any later than one hour prior to the   Inform the Front Office or another contact person of the repair
school/dept. closing time.                                    date/location of equipment in case you are not available when
                                                              the technician arrives.

                                                              Label the computer(s) so they can be identified if you are not
                                                              available when the technician arrives.
Leave the TLC/contact person a copy of the work order.        Verify the computer is working to your satisfaction before
                                                              signing off.



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                                                                   Education Technology Services
                                                              CUSTOMER SUPPORT SERVICES




                                            REPORTING MISHANDLED COMPUTER REPAIRS TO MTS
Apple/Bell Industries will not process repairs either reported to the Apple Call Center or via DepotWorks that are considered "mishandled." Metro
Technical Services (MTS) will process these types of repairs. Call in a COMPASS work order at 321-4490.

Mishandling is defined as: Damage sustained as a direct or indirect result of fluids spilled onto keyboards, dropped equipment or equipment handled roughly. Such
damage includes broken screens, broken hinges, broken battery-charging ports, broken case parts, and physically broken keyboards. Mishandling damage is usually self
evident; it results from accidents and or improper use or care of the equipment.



                                                                      DATA RECOVERY

Vendors are not responsible for data recovery during repairs. End users are responsible for periodically backing up data to another source (server,
CD/DVD, flash drive.) It is recommended that TLCs back up data, when possible, prior to a computer being picked up for repairs.




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                                                                              Education Technology Services
                                                                        CUSTOMER SUPPORT SERVICES


                                                              WARRANTY PRINTER REPAIR PROCEDURES
ETS staff met with ProSys who repairs Lexmark printers and WYSIWYG who repairs HP printers still under warranty. TLC and vendor concerns were discussed. In order
for repairs to go more smoothly, the responsibilities of each party are outlined below.

       VENDOR RESPONSIBILITES                                                  TLC RESPONSIBILITES                                               ETS RESONSIBILITES
Inform the ETS Service Desk of any concerns/issues            Inform the ETS Service Desk of any concerns/issues regarding         Meet with vendors on a regular basis to discuss and
regarding computer repairs.                                   computer repairs.                                                    resolve TLC and vendor concerns.

                                                                                                                                   Report resolutions back to TLCs via TLC workshops,
                                                                                                                                   emails and posting info on web.

                                                                                                                                   Distribute up to date documentation to vendors as needed.
Call the TLC to set up a repair date.                         Call the Service Desk to determine the problem prior to calling      Assist the TLC with determining whether problem is
                                                              the vendor.                                                          software or hardware related.
Call the TLC and keep them apprised of the status of any
parts that are on back order.                                 Verify that equipment is still under warranty prior to calling the   Assist the TLC with determining if computer is still under
                                                              vendor. If you are not sure, check the web site below.               warranty.

                                                              Lexmark
                                                              http://warrantystatus.lexmark.com/warranty/lookup

                                                              HP
                                                              http://www1.itrc.hp.com/service/ewarranty/warrantyInput.do

                                                              Inform the vendor of all pertinent information such as the model
                                                              of printer, operating system currently running, serial number,
                                                              PO number and a detailed explanation of problem.

                                                              Call in repairs as they occur. Do not wait and call in many
                                                              computers at one time. This may result in a delay in getting
                                                              computers repaired in a timely manner.

Repairs will not occur any later than one hour prior to the   Inform the Front Office or another contact person of the repair
school/dept. closing time.                                    date/location of equipment in case you are not available when
                                                              the technician arrives.

                                                              Label the printer(s) so they can be identified if you are not
                                                              available when the technician arrives.
Leave the TLC/contact person a copy of the work order.        If repair is not covered under warranty someone must be able to
                                                              sign off on the work order.

                                                              Verify the printer is working to your satisfaction before signing
                                                              off.




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                                                                 Education Technology Services
                                                            CUSTOMER SUPPORT SERVICES




                                                                 REPAIR TICKET TIPS


REPORTING TICKETS IN DEPOTWORKS
Bell Industries is reporting the "School Comments" field in DepotWorks is not descriptive enough for their techs to properly diagnose the hardware reported.
Creating a Dispatch with the School Comment "computer does not work" does not communicate what is wrong with the computer. This results in a longer
end user delay while Bell techs have to contact the school/department tech for more information.


REPORTING PRINTER REPAIR TICKETS
ProSys is reporting the problem description for printer repair tickets is not descriptive enough for their techs to properly diagnose the printer problem. A
ticket with "printer does not work or is broken" does not communicate what is wrong with the printer. This results in a longer end user delay while ProSys
techs and/or Help Desk Specialists have to contact the school/department tech for more information. Basic troubleshooting is not being completed prior to
placing the call.


REPORTING REPAIRS
Techs should not wait until they have multiple computers/printers before calling them in for repair. Please call in repairs as they occur. Holding repairs
makes it very difficult for our vendors to schedule technicians and get repairs completed in a timely manner.

Only TLCs should call in repairs. Vendors are receiving multiple calls on the same piece of equipment from different staff. Please call the Service Desk for a
status on a Remedy ticket and not the vendor.


APPLE LAPTOP KEYBOARD/KEY CAP REPLACEMENT GUIDELINES
As a courtesy, Bell Industries has been issuing replacement key caps to Broward customers. Technically, missing key caps are generally a sign of
mishandling and therefore are not covered under warranty. Bell Industries' techs have been instructed to replace key caps on one or two keyboards per visit
if they have time and if the keycaps are available. If there are a large number of keyboards needing key cap replacement, the Bell tech will leave the
replacement keycaps with the Tech Lead. This is considered a DIY (do it yourself) install and techs are responsible for this type of install as trained in the
Apple Tech Lead training. Tech Leads also have the option of purchasing replacement/spare keyboards through the Multi Pack Purchase Program. The
price list and order form are located on the Technology Standards web site at: http://www.broward.k12.fl.us/techstandards/si_laptops.htm


APPLE X SERVE
Apple X Serve repairs are not reported in DepotWorks. Hardware repairs are called into Apple Premium Service and Support at 1-800-919-2775 Account
number 19840. Or, you can email them at premium.support@apple.com. You must include the unit serial number and a detailed description of the problem.




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                                                                    Education Technology Services
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                                              WARRANTY VENDOR REPAIR INFO PER RFP 23-087V

The awardee, after being notified, shall respond within 24 hours and complete within ten business days all needed repairs. Although the awardee has the
option of repairing or replacing equipment requiring warranty service, any equipment repaired three times in a twelve-month period MUST be replaced
with new equipment if the fourth repair if required.

Any product supplied under the terms of this contract, which arrives inoperable, shall be considered dead-on-arrival (DOA) and replaced by the awardee
with a new product identical to that ordered. The replacement product must be delivered within ten business days of notification.




                                                            ON/OFF SITE VENDOR REPAIRS
Most desktop equipment will be repaired on site. Laptops will be taken back to the shop for repairs due to many small parts.

Most printer repairs will be done on site unless it is a job that will be “messy” such as a print head.




                                           RECORDING REPLACEMENT EQUIPMENT ON INVENTORY

Vendors will “reflash” replacement hard drives so the new serial number will appear on a LANDesk report.


The procedure to record replacement equipment on your inventory is:

Please obtain replacement documentation from the vendor to serve as a certified/recognized exchange of assets. The document should contain specific
manufacturer information identifying that the stated vendor has taken serial number "A" and replaced it with serial number "B" as a result of warranty. The
appropriate representative should acknowledge the exchange by signature on the paperwork.

Keep a copy of the exchange documentation for your Property Binder and forward a copy to Financial Reporting/ Capital Assets (Sawgrass Technology
Park).




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                                                                     Education Technology Services
                                                                  CUSTOMER SUPPORT SERVICES



                                                                  WARRANTY REPAIR VENDORS
                                                                       CONTACT INFO

Bell Tech.Logix Group - Apple Computers

All desktop/laptop repairs must go through the Apple Call Center 1-800-919-2775 Account # 47222 or DepotWorks http://www.belldepots.com

Vendor Rep: Darryl Klein
Phone Number: 754-321-0411
CAB Email: Vendor Bell Industries


C & C International - Dell Computers/Servers

ETS Service Desk will open Remedy ticket and escalate to C&C

Vendor Rep: Bernise Sainvil
Phone Number: 754-321-0411
CAB Email: Dell Representative


ProSys - Lexmark Printers

ETS Service Desk will open Remedy ticket and escalate to ProSys
754-321-0411


WYSIWYG - HP Printers

ETS Service Desk will open Remedy ticket and escalate to WYSIWYG
754-321-0411




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