Laptop Notebook Service Policies & Procedures

Notebook Service Policies & Procedures

If you are having technical problems with your notebook computer, you can bring it by one of our Support Counters. IT Support Services have two counters, one located in the Maxwell Library and the other located in the Moakley Center. You must have your BSC Connect Card to receive any service. A Dell technician can provide the following support:

BSC Dell Notebook Program Computers

  • IT Support Services will do all the leg work for you. We will troubleshoot the problem and contact Dell on your behalf to replace the defective hardware.
     
  • BSC Dell Notebook Program computers come with a minimum 3-year warranty that includes accidental coverage, meaning any repairs needed are covered under the warranty without any additional charges to you. After we determine the problem and order the necessary hardware, a Dell technician can service your notebook computer and have it back to you within approximately 24-48 business hours.
     
  • Any notebook computer that needs hardware replaced is stored overnight in our highly secure area. You must have your BSC Connect Card, notebook power cord and restore disks in order to receive any hardware support (please contact Dell directly if you do not have your restore disks).  Appropriate forms are filled out which require both student and technician signatures to assure the laptops are handled with care, and repaired in the order with which they arrive. Loaner notebooks are available (per availability) only for individuals who leave their notebook with us for repair.
     
  • As soon as the Dell technician completes the repair, you will be notified by telephone to pick up your laptop during business hours.
     
  • Do not forget to bring your BSC Connect Card when you bring your computer in for service or when you come to pick it up from services performed.

Non-Program Notebooks

  • IT Support Services will provide a best-faith1 effort service to non-program notebook computers.
     
  • IT Support Services cannot provide hardware replacement or warranty service for non-program notebook computers. Most new notebook computers have some warranty from the manufacturer which we cannot jeopardize.
     
  • IT Support Services cannot take non-program notebook computers in overnight for any service.
     
  • Due to the large volume of notebook computers on campus, IT Support Services does not offer notebook loaners for users with a non-program notebook computer.

1 Best-faith refers to a limited level of service provided by Bridgewater State College’s IT Support Service student workers and full time staff. IT Support Service staff members are not allowed to provide ANY hardware repairs or recommendations for hardware repairs and/or replacements for non-program laptops. Our staff members are allowed to attempt software installations and/or removals which will allow the notebook computer to gain access to our wireless network. If we are unable to achieve this goal within a certain time limit, IT Support Services reserves the right to decline further service to the end user in regards to their notebook computer.

Last Modified: May 15, 2009