Computing Service & Repair

For Brown Owned Equipment

Basic Services
Upgrades & Installs
Setups & Recommendations
Service Options
Supported Equipment
Non-Supported Equipment
 Fee Summary
Computer/Equipment Rentals
iPhones/iPad Repairs

Providing authorized warranty repairs for:

Dell

Apple

HP

NOW providing repair support for iPhones and iPads!!

Basic Services

Service and Repair services complement those offered by Brown's professionally staffed Help Desk with the objective of providing seamless support of University desktop equipment and personal productivity tools. Our goal is to provide more secure, efficient and productive tools on the desktops of Brown's faculty and staff.

Service and Repair (S&R) will diagnose and repair failure of supported, University-owned computer equipment at no charge for basic service. Essential services provided are:

  • Hardware Diagnosis and Repair
  • Setup and Installation of new computer equipment
  • Printer Repairs

Upgrade/Installation/Other Services (Fees may apply)

  • Virus Removal/OS Rebuild
  • Data Backups
  • Data Recovery
  • Memory Upgrades
  • Operating system installation/upgrade
  • Supported software installation/upgrade

Setups/Equipment Recommendations

  • Provide recommendation on brand/model of new equipment to be purchased
  • Computer setup (including printing/networking/security)
  • Installation of supported software
  • Data transfers from existing computer equipment to new computer equipment

Service Options (fees may apply)

  • In-Shop - Equipment can be brought to the Service window in the CIT lobby for repairs
  • Pickup - this service is available for desktop CPU's, monitors & printers. We will pick up the equipment from your office on scheduled days and deliver it when the repair is complete.
  • Onsite - This service is available for desktop computer and printer problems. We will come to your office on scheduled days to perform service. (Limitations apply)
  • Emergency Loaners - Under certain circumstances, loaner equipment may be available.
  • Priority Service* - Priority service is available for most repairs. This ensures priority in diagnosing your problem. Ordering parts may delay the completion of repairs.

*Additional fees apply to these services

Select Parts Purchasing**

Select parts are available for those who wish to perform their own service and maintenance on their departmental equipment. Parts include: printer maintenance kits, memory chips, and other user installable parts.

** No warranty parts are available. Training is not provided for installation of purchased parts.

Supported Equipment

"Supported" equipment is defined as computer hardware produced by Dell (Optiplex, Latitude PCs), HP (printers only), and Apple (computers only) and has been purchased within the four-year period preceding the service call date.

Repairs of supported equipment will be done on a first-in, first-out basis and will take priority over non-supported equipment.

Service is limited to parts availabilty by the manufacturer When parts are no longer available, the department will be notified and it will be up to the department to replace the hardware.

In instances where the cost of repairs exceeds the value of the machine, the departmental representative will be advised to purchase new hardware. Departments unable to do so may be offered operational surplus equipment in lieu of repairs, if such equipment is available.

Non-Supported Equipment

University-owned equipment in use, requiring repair and outside of this four-year life cycle, will be repaired on a time and materials basis. Technician labor will be charged based on the Service Fee Summary below. A Brown Internal account number will be required before commencement of work.

Service Fee Summary

Computer Diagnosis/Repair - Supported Equipment No charge
Computer Diagnosis/Repair - Unsupported Equipment $75 per hour
Non-Repair Labor Rate (Setups/Machine Prep/Etc) $75 per hour
Pickup/Delivery No charge during standard pickup and delivery days
On-site Repairs No charge during standard on-site days
Priority Service $100

Contact Service & Repair at 863-7349 for currently scheduled pickup, delivery and on-site times. A fee for these services may be charged if they occur outside of the established schedule.

Exclusions

Computer accessories (external storage drives, cables, etc.)

Printer parts requiring replacement due to normal wear and tear, including consumables such as toner, fusers, rollers, ink cartridges, user replaceable print heads and user maintenance kits. Damage caused by the use of Non-OEM Toners is not covered. The cost of these parts and labor will be the responsibility of the department.

Repairs attributable to user negligence, e.g. liquid spills, drops, and use of invalid media. Certain damage may be covered by Risk Management. Contact them for further details.

Memory and other hardware upgrades are not covered, including other computer consumables such as batteries. The user is responsible for the price of the hardware needed for the upgrade. No labor charge will be applied.

Hardware upgrade/repair combination is not covered by this plan. In the event that a hardware problem is found, and the user requests a higher end replacement part than the standard, the user will be responsible for the price of the part. No labor charge will be imposed on this service.

The first time a machine is identified as a security compromise, it will be repaired at no charge. This service includes complete wipe and reinstall of a supported operating system, implementation of appropriate desktop security safeguards and data restoration. Once this cleanup and reinstallation service is provided, if the computer is again compromised because security patches were not regularly applied, and the user did not follow recommended security guidelines, the $75/hour labor rate will apply. Note: Fees apply for backing up/restoration of documents and other critical files.

Software and hardware upgrades for functional machines will be completed as time permits.

Rentals

Service & Repair provides rental PC and Mac laptops as well as web cameras to Brown faculty and staff. The following applies to the renting of equipment:

  • Devices may be checked out for 1-30 days at a time.
  • Devices are available on a first come-first served basis.
  • Use of these devices is for Brown University academic and administrative functions.
  • A valid Brown ID is required to check out equipment.
  • A Brown account number must be provided at time of check out.
  • Rental rates are based on a calendar day basis.
  • Rental check-out is done at the Service window located in the CIT lobby. The window is open standard University business hours.

Rental Rates:

Laptops$25/day$100/week$350/month
Web Cameras$5/day$20/week$75/month

*Prices are subject to change without notice.

iPhones - iPads

Service & Repair provides warranty and non-warranty service for Brown owned iPhones and iPads for Brown faculty and staff.

  • Warranty repairs are completed per Apple's warranty terms.
  • iOS devices are not covered under the 4 year computer repair terms.
  • Non-warranty repairs will be charged to the department using the same account which the phone is billed to.
  • Cracked glass and other physical damage is not usually covered under warranty.
  • Equipment must be Brown owned.
  • iOS service includes hardware repairs only. Software related issues or questions should be taken to the CIS Help Desk.
  • Service appointments are recommended for fastest service. You can schedule an appointment by contacting Service & Repair x3-7349
  • Repairs are completed at the Service window located in the CIT lobby. The window is open standard University business hours.
  • All apps are tied to your iTunes account. To restore your phone completely we will need access to your iTunes account. It is recommended that you change your iTunes password to a temp password prior to coming in for service.
  • Locked devices should be unlocked and set to not lock while they are in for service.

Repair Rates:

iPhone 3 (all models) Battery Replacement...$25 (installed)
LCD Replacement...$25 (installed)
Software Upgrade...$25 (installed)
iPhone 4 (all models) Battery Replacement...$35 (installed)
LCD Replacement...$95 (installed)
Software Upgrade...$25 (installed)
Back Cover Replacement...$50 (installed)
iPads (all models) Battery Replacement...$85 (installed)
LCD Replacement...$125 (installed)
Software Upgrade...$25 (installed)

*Prices are subject to change without notice.

 

For further information, please contact Service & Repair at

Phone: 863-7FIX(7349)

Email: Computer_Service@brown.edu