Dell Laptop Support and Repair

Although the Information Technology department has made every effort to provide you with high-quality, reliable hardware and software, most computers do experience problems at some point, and hard drives do not last forever. Therefore, we strongly recommend that you back up your important files on a regular basis. This will allow you to quickly get up and running again without losing any of your work or other important information.

Software Issues

If you have problems running any software on your laptop, you may drop off the laptop in room 607, and we will determine the scope of the problem and fix your PC problem in a reasonable amount of time, or, if necessary, re-image your hard drive. Please note that re-imaging erases all data on your laptop and replaces it with the default installation and set of bundled applications. If we determine that it is a hardware issue, we will recommend that you call Dell.

If it's a password issue, you are required to fill out the Password Reset Request form (PDF) and submit it in person to room 607.

For software issues, you can leave your laptop for servicing. You will be required to do the following:

• Complete a Laptop Problem Report form (PDF).   Leave your laptop and power supply along with your laptop case or a bag to hold the laptop and power supply.
• We will give you an approximate time that you can pick up your serviced laptop.

Re-imaging

Examples of typical reasons for re-imaging include:

• Virus infection that has disabled your PC for normal use
• Deluge of spam/"pop-ups" caused by inadvertent installation of spam-type software by browsing the Internet
• Corrupted operating system (XP), causing either error messages referring to corrupted/missing files and/or "blue screening"
• Computer running exceptionally slow due to inadvertent installation of programs while "surfing" the Internet or intentional installation of user programs that have affected the computer function. Typically this results when games have been installed.

Recommendations:

• You may find that having your laptop re-imaged once or twice a year will allow your PC to operate more optimally.
• You will need to back up all of your files that you don't want to lose to CD or some form of external storage device (i.e. external hard drive or network).
• Using the CD writing software that came with your laptop, copy your personal documents to CD on a monthly basis or use another backup system.

Hardware Issues

If you are having problems with your laptop's hardware, you must call Dell Support at 1.800.274.7799. When contacting Dell, you should have your laptop and service tag available, as they will troubleshoot your problem over the phone to determine if and what parts need to be replaced. They will send the required parts to one of Dell's local technicians, who will contact you to make an appointment to replace the faulty part.

Examples of hardware issues might include:

• Any physical damage to your LCD monitor or PC body
• Keyboard not responding properly
• Key caps for keyboard have fallen off
• Cursor moving around the monitor uncontrollably
• DVD-RW/CDRW drive failing to read disks
• "Blue screen" appearing due to hardware issues

Some items, such as faulty DVD-CDRW drives or hard drives, are considered "user replaceable parts" and you will be expected to replace the defective part. You must return it to Dell in the same box using the supplied return label, if requested.