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Service Process

Students in the Laptop Program should bring all issues to the IMT Support Desk (Ext. 5050, support@apu.edu). The Support Desk will open a work order and aim to resolve the problem. If the technician determines that a laptop requires service directly from the manufacturer or is going to take longer than 30 minutes to repair, the student will be issued a loaner laptop if one was not issued when the laptop was initially submitted for repair. Please note that the availability of a loaner laptop at the time of repair may vary due to current work volume. Students may have to check back at a later time to receive a loaner.

It is difficult to anticipate return dates for laptops submitted for direct manufacturer repair since turnaround is dependent upon the problem at hand. When laptops return from the manufacturer, a technician assesses the state of the computer and contacts the owner with information on how to return the loaner laptop and retrieve his/her machine.