IT Computer Repair @ University of Kansas

FAQ:

IT Computer Repair is currently taking machines for repair. This FAQ describes our services as planned for the Fall 2005 semester.

Q. What kind of computers do you work on?
A. We have the capability to work on all types of computers, both PC and Macintosh, desktop and laptop.

Q. How long will I be without my computer?
A. It really depends on the service that is required. Generally, the more complex the problem, the longer it takes, i.e. if your computer won't boot, chances are you're not going to get your computer back the same day. You can expect to hear something (a status report) within 3 days, if not before.

Q. Its Friday morning and I need my machine back before the weekend to do research. Is that possible?
A. Depending on the current state of our workload, maybe. Keep in mind, however, that we service machines on a first come first serve basis. If it's Friday morning and there are 4 machines in front of yours, chances are you're better off keeping it for the weekend and bringing it in on Monday, even though we do try to have all current machines done by Friday at 4 pm (excluding submissions after noon (12 pm) on Friday).

Q. How will I know when to come get my computer?
A. We will call you and let you know when it's done. Most machines are done within 2-3 days of when they are submitted for service, but we will call you after 3 days to let you know what is going on.

Q. Do you sell computer hardware (parts)?
A. We do not sell any parts.

Q. Well, if you don't sell parts, how am I supposed to get my new [hard disk, power supply, motherboard, memory, etc.]?
A. Depending on what it is you need, we can recommend a store to purchase it. If it is a proprietary part (meaning that it has to be from a certain company to work in your machine) we will do our best to find an outlet online that sells that product. We do not guarantee that our findings will be the cheapest, nor do we have any sort of affiliation with any online stores.

Q. Do you work on machines in foreign languages?
A. Yes, though occasionally it may be necessary for us to make an appointment with you to help us translate any unknown error messages. We are relatively clever, but linguists we are not.

Q. What about printers and monitors? Do you repair them?
A. We do not have the diagnostic equipment needed to troubleshoot true hardware issues with printers, i.e. we can't really determine why it's making that funny noise when you print or why there's a puddle of ink on your desk, or why the monitor won't power on. If, however, you believe that the problem is related to the drivers (the software that runs your printer) or video card, we will most certainly take a look at it. The basic rule of thumb is this: we will test any hardware, but depending on the problem, we may or may not be able to repair it.

Q. What about other peripherals such as digital cameras, scanners, et al?
A. You must bring in the camera/scanner, and whatever software came with the peripheral before we can work on it. We do not attempt to fix mechanical problems with cameras or scanners.

Q. I heard you do free upgrades of Windows machines (from Windows 95 to Windows 98, for example). Is that true?
A. We cannot perform upgrades without a license for the software from Microsoft. The license is often found on the Windows manual that came with your computer, or sometimes on a label physically attached to your machine. Basically, our policy is this: "No License, No Upgrade."

Q. Why doesn't X program work after I get home?
A. Although we try very hard to ensure that your computer is in perfect working condition when it is returned to you, there is no way that we can check every single program on your computer to make sure it works. Usually uninstalling and reinstalling the rogue program will fix the problem, and the Help Desk is open 8 am to 10 pm Monday through Thursday to help you with any problems you might have. If, however, you are having problems with any Microsoft product, feel free to bring it back and we'll take a second look at it, as problems in one Microsoft application often lead to problems with the entire system.

Q. Can my friend come pick up my computer for me?
A. Yes, if you give us the name of that friend either by phone before they come or when you drop off your computer for service. Please provide their full name and (if available/applicable) KUID number. These measures are for your safety and ensure that no one but you or someone you authorize can pick up your computer. We also require a photo ID when you pick up your machine for extra verification of your identity.

Q. What about privacy? You ask for an awful lot of information…
A. While we do keep the sheets with your name and information (including problem report) for our reference, we do not and will not sell or give out information about you.