Getting Help with a Personal Computer Problem

Sources:

• WIRED Consultants - These are fellow Lehigh students who have been specially trained in setting up and troubleshooting computers on the Lehigh campus. They can provide telephone and/or on-site support for a wide variety of computer-related issues and problems.
  
  
• WIRED Staff - In the event that a WIRED consultant is unable to resolve an issue for any reason, WIRED staff will provide assistance.
   
• Lehigh Hardware Technicians - Technicians are available to repair hardware problems on recommended brand computers (Dell, MPC (formerly Gateway Pro), Lenovo, Apple).  These technicians are vender-certified and can perform both in-warranty and out-of-warranty repairs.
  

Procedure:

• WIRED Consultants
  
  
  • On-campus students should fill out the on-line WIRED Assistance Request form.
  
  A WIRED consultant will then contact you and arrange an appointment, either in your room, at the consulting desk, or some other mutually agreeable on-campus location. Be sure to leave good contact info, and respond when they call or write!
  
  
  • Off-campus students can bring their computer to the WIRED Consulting Desk (Computing Center room 181) between 10am and 8pm, Monday thru Friday for assistance.
  
  
• WIRED Staff
  
  
  • Anytime a WIRED Consultant is unable to resolve a problem, further assistance is available from the WIRED Staff.  WIRED Staff can be contacted via email at wired@lehigh.edu, or visiting the WIRED staff office in EWFM 294 (9am-5pm).

• Lehigh Hardware Technicians
  

  • Hardware repairs are performed by Lehigh's Technology and Installation Maintenance Services (TIMS) team.  The TIMS team is vendor-certified to perform both in-warranty and out-of-warranty repairs on recommended brand computers (see the Purchasing Pages for recommended brands).
  
  
  • For out-of-warranty repairs there is a one-hour minumum labor charge for diagnosis and preparation of a repair quote, no additional work will proceed without your approval.
  
  
  • To arrange for hardware repair please follow the instructions outlined in Lehigh Hardware Repair Policy Procedures. Be aware that before a hardware service request can be submitted, a WIRED Consultant must verify that the problem being reported is, in fact, hardware-related.
    1/27/09 - dab406