DoIT Computer Lending Program - FAQs

This documents lists answers to some common questions regarding the DoIT Computer Lending Program, and also lists common solutions to problems with the rental devices or systems. Only students who are currently enrolled are eligible to check out equipment from the DoIT Computer Lending Program. Staff and faculty are strongly referred to work with their department's local IT on available resources.

Common Customer Questions

Where can customers contact the DoIT Computer Lending Program?
The DoIT Computer Lending Program is managed by Walk-In agents from the Service Desk. Any inquiries needing escalation can be directed here which will create a ticket with the Service Desk at Walk-In otherwise questions can be pinged on the Walk-In channel in Teams during Walk-In hours. Customer may also be referred to the Walk-In Help Desk for in-person support.

Can a customer renew their current device? 
IT DEPENDS. A customer may call in wanting to renew their device however we need to verify that the device they have is a DoIT Computer Lending Program device. Customers may have devices from the Infolabs to which they would need to reach out to the lab they checked out their equipment from to inquire about renewals.

If their device is from the DoIT Computer Lending Program, they are eligible to renew their device per semester. Students must be actively enrolled in the semester they intend to borrow the device for and has to be approved by a Walk-In agent or FTE. This is because their device needs to be noted in POS that it is renewed for the following semester.

Can a customer reserve a laptop ahead of time?
NO. The DoIT Computer Lending Program is not able to provide reservations ahead of time for single device checkouts. Customers are only eligible to check out one laptop and/or one hot spot at a time. If a customer has more than one device checked out from the Walk-In Help Desk, please notify Chelle or an available FTE.

How much does it cost to rent a computer, and how long can I rent one for?
Our loaner equipment is cost-free for students enrolled at UW-Madison.

I'm having an issue with a loaner computer. Can I call or email for help?
YES. The DoIT Help Desk will provide best effort support for issues with the physical devices that customers have checked out. If an issue cannot be fixed over the phone or through email, the DoIT Help Desk can direct the customer to return the device to the Walk-In Help Desk at their earliest convenience and may swap it for another one.

I'm trying to install MatLAB software on the computer I rented from you. Can I call or email for help?
NO. The DoIT Computer Lending Program does not provide support for any third party software, data backup or other issues unrelated to the pre-installed software and/or obvious hardware issues.  Customers are allowed to install any software that they would like on our computers, but the DoIT Computer Lending Program unfortunately cannot assist with the installation, and cannot support this software. 
 
I don't like using the trackpad. Can I rent a mouse with the notebook I'm renting?
NO. The DoIT Computer Lending Program does not provide any additional items to customers that are not included in the regular rental bundle. This includes, but is not limited to:
  • Mice
  • Keyboards
  • Display adapters
  • Power strips

I don't have a need for the bag. Can I just checkout the computer and power adapter and leave the bag with you?
NO. Customers must take all components of a bundle when checking out an item. E.g. for notebook loaners, a customer cannot checkout just the computer and leave the bag and power adapter at the desk. This policy is similar to policies implemented by the Libraries / InfoLabs, and ensures that our equipment stays together and isn't lost or misplaced.  

My power adapter is broken. Can I rent one from you?
NO. The DoIT Computer Lending Program will not rent just power adapters. If a customer needs only a power adapter, they are welcome to check out a whole notebook bundle, including the power adapter, but they must take every components of that loaner bundle.

I'm returning a device that is overdue by less than one week.  Will there be a late fee?
Generally, NO.  If the loaner is returned less than one week late, we will usually waive the late fee.  If the loaner is returned over one week late, then a late fee may be assessed.  

Where do I return my DoIT Computer Lending Program device?
Please verify if the customer has a DoIT Computer Lending Program device or an Infolabs machine. If it is the latter, please refer them to the Infolabs for more information on returning their devices. They will need to return their device to the location that they picked their device up from.

Devices from the DoIT Computer Lending Program can be returned to the Walk-In Help Desk. We are located at 1210 W Dayton Street, Madison, WI 53706 in the Computer Sciences building. If a customer enters from the main doors on W Dayton Street, the Walk-In Help Desk is in the offices directly to the right of the atrium space. We also have lockers that are available upon request for customers that may not be able to return devices during Walk-In hours. Requests for lockers can be escalated to the Service Desk.

Devices may also be shipped to the Walk-In Help Desk. Please refer customers here for information on shipping electronics. DoIT highly recommends to purchase insurance with the shipping provider for the package. If items are damaged or lost in transit, the customer is responsible for either a repair or replacement of the device as it states in their checkout agreement. Customers need to email repair@doit.wisc.edu to notify that their device is being shipped back along with any tracking information. If customers have any other questions or concerns, they can fill out the DoIT Computer Lending Program request form.

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