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Hardware Repair Service 
Audience: All

Operating System: All
Article Number: 761 .4.0

Updated: 7/3/2013 3:27 PM
Summary
Details of the hardware repair service offered to the Kellogg community.

Kellogg Information Systems (KIS) is offering hardware repair service to the Kellogg community.  Using an external repair vendor, KIS can facilitate the repair of computers that are owned by Kellogg or are personally owned by their users. 


Eligibility
The hardware repair service is available to the Kellogg community as follows:

  • Faculty
  • Staff
  • FTMBA students
    • NOTE: This service is not available to Exchange Program students.
    • NOTE: JDMBA students participating in the Law School laptop program are encouraged to pursue warranty repairs with the NU Law School IT department.
  • EMBA students
  • MSMS Students 
  • PTMBA students

Serviceable Computers
Repair Services are available on the following under-warranty products (desktop repairs are only available to faculty and staff):

  • Acer (Desktops only)
  • Apple (All)
  • Asus (All)
  • HP (Business Models only)
  • Lenovo (Business Models only)
  • Sony (All)
  • Toshiba (All)

Repair services can be performed on out-of-warranty products from the manufacturers listed below. NOTE: For equipment that is no longer under warranty, the repair vendor will charge a discounted diagnostic fee of $25 per machine submitted. 

  • Acer
  • Apple
  • Asus
  • Dell
  • Gateway
  • HP
  • Lenovo
  • Sony
  • Toshiba

Warranty Lookup
Below are links for checking warranty status for the manufacturers listed above.


Software Repair Costs
In the event that a laptop must be reset to factory settings, the hardware repair vendor will charge a discounted fee of $25 to restore the laptop to its original settings.  Any data, files, or software on the computer would be erased during this process.  

Submitting Your Computer for Repair
Before bringing your computer to KIS, make sure the data on your computer is backed up and you have looked up the warranty status for your computer.

The deadline for full-time and part-time MBA students to submit a computer for repair for a given week is Tuesday afternoon (4pm).  EMBA students, please visit KIS before departing from campus. To submit a machine for repair, please visit your your KIS Technical Support office:

When dropping off your computer, please be prepared to spend time with a KIS representative to discuss the issues you are experiencing and to fill out a repair form.  This information will then be relayed to the hardware repair vendor so that they can perform the necessary diagnostics and appropriate repairs on your computer. 

Tracking Repair Status
Faculty, staff, PTMBA and EMBA students will be contacted by their KIS Technical Support office with any repair status updates. Full-time students will be contacted directly by the hardware repair vendor, or can directly get an update here by entering in the RMA number that is assigned to their computer repair.

Expected Repair Times
The expected repair timeframe is 1-2 weeks. However,  it may be longer depending on the manufacturer and parts availability. 

Picking up your repaired computer
Faculty, staff, PTMBA and EMBA students will be notified by their KIS support office as to when to pick up their repaired computer. Full-time students will be contacted by the hardware repair vendor as to when to come to their KIS support office to pick up their repaired computer.