Computer Repair Policy

Computer Brands Covered

• Dell
• Gateway
• IBM
• Apple

Lehigh University is an authorized service center for Apple, Dell, Gateway and IBM.  Lehigh Technicians can perform both in-warranty and out-of-warranty repairs on nearly all computer systems offered by those four vendors. For out-of-warranty repairs there is a charge for parts and labor. 

Repairs that are covered

• Repairs to any hardware included in the original computer system including the main tower, monitor, keyboard and mouse.

Repairs that are not covered

• Any software or operating system related problems.  Lehigh Techs do not do operating systems reloads/reinstalls. 
• Repairs to printers, scanners, music players or other external devices.  Students will have to contact the vendor themselves for any repairs.
• Repairs to computer systems from non-recommended computer vendors

Other Computer Brands

Students who have a computer from a non-recommended vendor should contact the vendor themselves for any needed repairs.  WIRED Consultants can provide limited assistance with troubleshooting the problem to determine the exact cause. 

WIRED Consultant Responsibilities

When asked by a student to help with a suspected hardware problem WIRED Consultants should do the following:

1. Verify and diagnose the problem
   
   Verify that a problem is in fact hardware related.  Many problems that students report as being “bad hardware” are in fact software related.  Use the available tools/utilities to try to pinpoint where the problem lies.  When you are reasonably certain that a hardware problem exists go to step 2.
   
    
2. Call the Helpdesk to open a Trouble Ticket
   
   Have the student call the Helpdesk (8-HELP) to open a Trouble Ticket for the computer.  The student will need to supply the serial # of the computer (or service tag # on Dells), all their contact info and a brief description of the problem.  The student will also need to inform the Helpdesk that a WIRED Consultant did verify that a problem exists.
   
    
3. Take the computer to the Computing Center
   
   Students will be told where to take the computer for servicing (EWFM room 171).  If a hard disk needs to be replaced they will need to provide their Windows XP CD in order for the operating system to be reinstalled.