Repair drop-offs or on-campus pick-ups are coordinated directly with you. Whenever possible, our IT consultants will provide a sense of the complexity of the repair, an ETA and will maintain you updated throughout the process, including next steps and when to come retrieve your repaired computer. 

Out IT consultants are trained and certified for in-house, vendor-approved technical repairs of Apple and Dell computing hardware. This allows for quicker repair turn-arounds without voiding manufacturer warranty.

While we're always happy to provide general, best effort guidance to our community, there are certain scenarios where we would be unable to perform repairs on computers:

• If the computer is not owned by SCS/CMU (not purchased with CMU funds). 
• Computer was a "parts" custom build not performed by us. This kind of build presents warranty, support and at times, compatibility/configuration/performance concerns.
• If the computer is too old and no longer supported.
• If the computer is out of warranty and we deem the repair far too expensive versus the value and age of the system. 

We track our purchase and warranties in our system and can advise when support is ending. Once warranty expires, we can continue to provide hardware support (which includes labor) for a period of time determined to be reasonable and if the customer is willing to cover the cost of replacement parts.

Generally, there are many considerations that go into supportability, including hardware capabilities, original investment versus current comparable market options, security and parts availability.

This depends. While perfectly operational computers that have recently expired warranties may still have parts availability and our labor is covered by hardware support, the cost of the parts for repair and/or upgrades will be paid by you, the customer.

For computers well passed their lifecycle and warranty, we highly encourage customers to order a new computer with recommended warranty for secure and reliable computing for years to come. 

While you can receive great service from Apple for your personal devices, the needs of institutions such as CMU are quite different.

Our team is Apple certified. This means we service your equipment with the same tools and practices Apple technicians do, but we also understand the CMU ecosystem, data concerns and are available on-campus for quick diagnostics and turn around while safeguarding CMU data. From proprietary data, to data backup services, consulting and management tools to protect the security of your computer, our team understands the needs of SCS people.