Computer Repair Policy
Computer Brands Covered
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:
- 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.
- 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.
- 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.