Damage on a university-issued laptop

Issue

Damaged display on a staff laptop

Environment

MacBook Pro under initial purchase warranty and not extended service warranty through AppleCare. This process can apply to other repair questions within various warranty states.

Description

(From a customer in a university department, emphasis added.)

We have a MacBook Pro that ended up with a small crack in the upper-right corner that knocked out the internal display. The rest of the laptop still functions fine, and it can output to an external display without issue. The device is still under warranty (not an extended service warranty like AppleCare or Dell Services Support) but was wondering if the repair would go through Information Services or if it is handled by the department?

Resolution

Please consult with your Department or Unit IT Support staff to conduct the warranty repair or exchange process.

Do not attempt to go to another tech support vendor or store. Your IT help desk will determine whether the machine is under the proper warranty.

If the machine is under warranty

1. Your IT support team will reach out to the vendor to conduct the repair or exchange process.
   1. The machine will either need to be submitted to your IT help desk or a pickup will be arranged with you or your department.
   2. Upon pickup, the machine will need to be prepared for shipping by your IT help desk prior to sending it to or preparing for the vendor to repair.
      1. For Apple machines: once prepared, the machine will be sent to them for repair.
      2. For Dell machines: once prepared, the machine will be made available on-site (at your IT help desk) for a Dell repair technician.
   3. Once the machine has returned from the vendor, it will need to be prepared by your IT help desk for reissue.
2. You will be notified by your IT help desk when your machine is ready for pickup.

If the machine is not under warranty (or the proper warranty)

1. There is no guarantee that a repair or exchange can be done free of charge. In most cases, it will require a payment for repair that is subject to department approval.
2. The vendor will provide your IT help desk with a quote to repair the machine and facilitate the service payment with the department.
3. Upon approval and payment, the repair process will take place.
   1. The machine will either need to be submitted to your IT help desk or a pickup will be arranged with you or your department.
   2. Upon pickup, the machine will need to be prepared for shipping by your IT help desk prior to sending it to or preparing for the vendor to repair.
      1. For Apple machines: once prepared, the machine will be sent to them for repair.
      2. For Dell machines: once prepared, the machine will be made available on-site (at your IT help desk) for a Dell repair technician.
   3. Once the machine has returned from the vendor, it will need to be prepared by your IT help desk for reissue.
4. You will be notified by your IT help desk when your machine is ready for pickup.