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To speed diagnosis
The more information you can provide to our technicians regarding
your hardware problem, the faster they can isolate, diagnose,
and resolve the problem. Before you request carry-in or on-site
service, please be sure to gather the information listed below.
For carry-in service
- User's name, address, and phone number.
- A detailed description of the problem, including the circumstances
under which the problem occurs and any error messages that
result.
- Any factors -- such as passwords -- that may affect the
technician's ability to access the equipment.
- For warranty service, you will need to provide a DATED
proof of purchase, such as the original invoice.
- If you have a HarvardCare, Warranty Express, Warranty
Upgrade, or AppleCare Protection Plan contract, be prepared
to provide the contract number.
- For repairs requiring payment, identify your chosen payment
method: Mastercard or Visa, personal check or money order,
or cash.
- A Harvard or affiliate ID.
For on-site service
Contact information
- Contact name (person placing the service call) and phone
number
- End user's name and number if different from the contact
Equipment and access information
- Exact location of equipment to be serviced.
- Equipment model and serial number. This is usually located
on the back of desktop systems and the bottom of the case
on notebook computers. Having this number allows a technician
to order replacement parts before coming to your site.
- A detailed description of the problem, including the circumstances
under which the problem occurs and any error messages that
result.
- Factors that may affect the technician's ability to access
the equipment. Examples include passwords and periods when
the room housing the equipment may be locked or otherwise
inaccessible. If someone will need to help the technician
gain access, determine times that person can be available.
Billing and payment information
We will not enter a call into our dispatch system, until we
have one of the following:
- Proof of purchase for warranty service (provide date and
invoice number, if available)
- Valid Master Service or HarvardCare contract number
- Harvard University 33-digit billing code
- Affiliate or partner school purchase order
Proof of purchase documents and POs should be faxed to 617-495-3305.
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