Computer Service Call Required Information 

 

  - Determine the nature and identify the defective component

 

  - Determine if the failed component can be replaced at its current location

    with a spare that we have on hand.

 

  - If the part can be replace with a spare at its current location, do so and

    inform IN-Invchange about the new location of the spare component with its

    ENCS number and the ENCS number of the unit that the parts were placed in. 

 

  - If it is not possible to replace the defective component at its current

    location a service call will have to be placed and the unit brought back

    to the technician's area.

 

  - If the defective part can be replaced by an ENCS technician (ie. power supply,

    hard disk, CDROM) ask the service person on the phone to send the part. 

 

  - For parts such as internal laptop components (ie. Screen, hard disk) where the

    laptop must be taken apart, or on servers such as IBM, SUN or Netapps servers,

    a service  technician from that company will have to be on site to service

    problem unit.

 

  - Here is the information that you must have before placing a service call.

 

          IBM:      You need to have: Model number (ie 6230, 6219, 6229, ...)

                                  Serial number

 

                1-800-426-7378

 

         

         Dell:        You need to have: Service Tag (Ex. FK4SQ41) and

                                  Express Service Code (Ex. 33869117233)

 

                1-800-387-5757 (General support, for items without Gold Support)

                               (ie. Laptops, Printers, or Personal/Home Towers)

            

                1-866-876-3355 (Gold Support, for towers in computer labs.)

 

                You need to have: Service Tag (Ex. FK4SQ41) and

                                  Express Service Code (Ex. 33869117233)

 

 

  - Once the part is replaced, Inventory must be informed and the component must

    be inventoried before the unit is placed back into service.