DoIT Repair Services Update

Detailing the new customer experience for Repair Services including new repair vendors, as well as differences in personal and departmental machines.

A new customer experience for Repair Services is rolling out on May 15, 2020.

What's new?

The DoIT Help Desk Repair team will continue to diagnose hardware issues and provide repair options. The next step depends on whether the computer is university-owned or customer-owned.

  • Repairs on university-owned machines will be completed by Graphite (Apple) or Vanguard Computers (Dell), our new local partners for hardware repair services. DoIT will facilitate the repair process behind the scenes and no additional action is required of the customer or their departmental support team.

  • Personal computers in need of hardware repair will be returned to the owner. While we will no longer perform repairs on personally owned devices, we are pleased to be able to save our customers cost and effort by providing a walk-in troubleshooting diagnosis to take to their repair vendor of choice.

Is action required from me?

No additional action is required. This is notification of a planned service change. You may still request departmental hardware repair on our site.

Background

In 2019, two teams composed of DoIT staff and campus partners were tasked with exploring how we can best serve the campus community while being as effective with our resources as possible. The teams found that our retail business model was not sustainable given the competitive tech retail environment, and the University would be best served through a reconfiguration of services. In May 2019, we announced future changes to several services. At that time Repair Services were planned to move offsite according to our findings.

I want to know more.

Please email repair@doit.wisc.eduwith your questions about this new process.

We appreciate your support as we make this transition and look forward to continuing to serve campus in new ways.




Keywords:doit, repair, it, hardware, software, departmental, personal, machine, computer, laptop, update, graphite, vanguard, apple, dell, service, services, customer, walk-in, help, desk,   Doc ID:101631
Owner:Miles M.Group:DoIT Help Desk
Created:2020-05-01 11:05 CDTUpdated:2020-06-23 13:00 CDT
Sites:DoIT Help Desk, DoIT Repair, DoIT Tech Store
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