Student Computer Repair Process

Students who purchased a computer from the Duke Technology Center (DTC) are entitled to a loaner computer for the duration of the repair. Your computer should be dropped off at the OIT Help Desk located at The Link in Perkins Library. This is also where you’ll get your loaner.

Any computer purchased through the DTC’s Back-to-School Program of featured items comes complete with a 4-year extended warranty that covers any service fees. Please note that if you purchased an Apple product through this program, the first 3 years of the warranty are covered by AppleCare+ and the final year is covered by Safeware. In order for Safeware to cover your AppleCare+ deductibles, you must first submit a claim through their portal. You can start that reimbursement claim here.

For computers purchased outside of Duke, you can still get your computer repaired. You have the option of dropping it off at the OIT Help Desk located at The Link in Perkins Library or at the DTC located on the lower level of The University Store in the Bryan Center as drop-off points for the computer to be sent to the repair center. Repairs are not done onsite at either location.

Computers that do not have an extended warranty will be subject to any intake diagnostics fees and repair costs associated with the repair service. Some warranties will aslo have service fees attached to some provided services. It is the customer’s responsibility to be aware of what warranty coverage their computer has and understand any service fees that may be associated with repairs. Because computers can be purchased outside of Duke, the DTC may not have access to confirming your coverage. Quotes for repair work will be provided before any repair work is done on the computer. Even if you decide not to repair your device, customers are still responsible for paying the intake fee for diagnostics at the initial agreed rate.

Please click here to check to see if your computer is under warranty.

You will be contacted by a third party for payment related to any repair costs.

To help speed up the process when you arrive to drop it off, please fill out and print/submit this form.

If you would prefer to take care of the repair yourself or if you are unable to drop your device off, there are multiple repair options:

Dell

Dell 24/7 ProSupport Plus: (877) 459-7304
Dell Support: (866) 795-5597 (Out of Warranty)

Lenovo

Lenovo 24/7 Premier Support: (855) 669-3600
Lenovo Support: (855) 253-6686 (Out of Warranty)

Other Contacts

Apple/AppleCare+: (800) 275-2273 (In-Warranty and Out-of-Warranty repair options available).

Microsoft: (877) 696-7786 (Warranty Dependent) or online via the MS Services Hub.

Steps:

1. Sign in with a Microsoft account.
2. Select the computer needing service or register it.
3. Choose the issue type (e.g., cracked screen, liquid damage).
4. Upload proof of purchase if required.
5. Submit the request and print the shipping label.

Microsoft will send a refurbished replacement once the damaged computer is received.