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Information Technology Help Desk

Mon -Thu: 8:00am -9:00 pm
Friday: 8:00am - 5:00pm
Saturday: Closed
Sunday: 3:00pm - 9:00pm

(when classes are in session)

Exceptions for the year

Hardware Warranty Repair for personally owned
Dell and Apple computers

Information Technology will perform hardware repair service on your personally owned Dell or Apple computer only if the following criteria are met:

  • Employed by JMU

  • Emeritus Faculty of JMU

  • Enrolled at JMU

  • The computer is covered under the manufacturer's warranty

Service covers:
  • Testing, diagnosing, repairing/replacing of Dell and Apple manufacturer defective parts on computes under warranty
  • Updating BIOS
  • Reloading the operating system and installation of anti-virus and anti-spyware software, if a hard drive replacement is required
  • Repairing Dell computers from accidental damage as covered under Dell's Complete Care warranty

Service does not cover:

  • Repairing personally owned printers, scanners, or other optional peripheral devices

  • Reinstalling application software 

  • Recovering data in the event of a hard drive failure.  Customers may contact an external vendor for this services
  • Replacing Dell laptop batteries past the first year of ownership unless the customer has purchased a separate extended battery warranty from Dell

  • Replacing Apple laptop batteries past the first year of ownership unless the battery fails the Apple Notebook Battery Diagnostic test and the system is still under warranty

  • Repairing Apple computers that have been accidentally damaged.  Apple's warranty does not cover accidental damage

Owner Responsibility:

  • Creating copies of data files (class work/homework, photos, music, etc.) on CDs, USB key drives, or other media.  
  • Providing the computer's service tag (Dell) or serial number (Apple) for warranty verification

  • Removing, disabling or providing the computer password, so our technicians can service your computer
  • Reinstalling application software after a hard drive replacement of operating system installation

  • Contacting the JMU Computing HelpDesk at (540)568-3555 for problem determination and authorization to drop off hardware for repair

Service Turnaround Expectations:

  • Information Technology strives to complete warranty repairs in two business days. Many variables can influence turnaround time such as high-volume periods (such as the start of a semester), diagnostic time, and parts availability

  • If a student does not have a current backup and requests an attempted data backup and/or recovery, or if re-installation of the operating system is required, service may take approximately three additional business days