Lehigh Hardware Repair Policy and Procedures

Lehigh University is an authorized service center for Apple, Dell and Lenovo personal computers.  Lehigh Technicians can perform both in-warranty and out-of-warranty repairs on nearly all computer systems offered by those four vendors. 

1. Verify the Hardware Fault
   • On-Campus Students: Contact a WIRED Consultant using the online help request form:  www.lehigh.edu/wired/wired_help. The WIRED Consultant will diagnose the problem and verify that it is, in fact, hardware-related. Many problems that students believe are hardware-related are actually the result of malware, software mis-configuration or file-system corruption.
   • Off-Campus Students:  Skip to Step 3a.
   • If WIRED Consultants or Staff are not available, contact the Help Desk directly at 8-HELP
2. Open a Trouble Ticket
   If you've worked with a WIRED consultant first, and they verified the hardware problem, you'll still need to call the LTS Help Desk (8-HELP)  to open a Trouble Ticket, which is required before a Lehigh Technician can look at the problem.  You will need to provide the following information:
   
   
   • Contact information (Name, cell phone #, building/room)
   • Make and model of the computer (i.e., Dell Inspiron 5150)
   • Serial # of the computer (on Dells, this is the "Service Tag")
   • Name of the WIRED Consultant who diagnosed the problem
   • Description of the hardware problem
   
   Once all the information is entered, you will be given a Trouble Ticket # and directions on where to take the computer.


3. Drop off the computer in the Computing Center
   
   
   1. Off-Campus students should bring their computer to the WIRED Consulting Desk (room 181).
   2. If you've gotten a Trouble Ticket #, go directly to TIMS (room 171).

   Important 
   If at all possible, backup any important data before dropping it off.  
   
   When you drop off the computer be sure to have the following with you:

   • The computer itself
   • The power cord
   • The Trouble Ticket # (if going direct to TIMS)
   • Any Windows or Mac operating system or driver disks that came with the computer

   Note:

   • For in-warranty repairs, you don't need to contact the vendor first in order to have a Lehigh Technician service a problem.
   • It is not possible to have a Lehigh Technician come to a student's room to pick up or service a computer.
   1/27/09 - dab406