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Information Technology Help Desk

Operational Hours and Exceptions

Hardware Warranty Repair for JMU-Owned Computers

JMU's PC Services is an authorized and certified service provider for Dell and Apple computers. PC Services can facilitate hardware warranty repair service for faculty and staff JMU-owned Dell and Apple equipment under warranty or out of warranty if the unit has an Equipment Service Number (ESN). This is located on a blue sticker on the equipment.

PC Services also provides maintenance for HP and Dell printers, including all-in one systems. We provide limited support for other makes of printers.

All faculty and staff requests for warranty repairs should be requested through the IT Help Desk by phone at 568-3555, online, or through e-mail to helpdesk@jmu.edu.

You will need to provide the Equipment Service Number (ESN), your building and your office number when you call. Also, please provide a detailed description of the problem that you are experiencing.

The IT HelpDesk will route a service request for repair to PC Services, if required. PC Services will pick up and deliver computers for repair and service.

Information Technology strives for 2 business day turn-around on warranty repairs for computers. Many variables can influence turnaround times including: high-volume periods (especially during the first part of fall semester), the amount of diagnostic time needed to determine if the problem is hardware or software, and the availability of certain parts from the manufacturers.

If your repair will exceed 5 business days, our staff will contact you by telephone and/or e-mail to update you on the situation.

Protecting data is the responsibility of the individual user. Ensure you have backups of all important data files (documents, music, etc.) prior to requesting service.