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Notebooks Program - Hardware Support

Warranty

All notebooks supplied by the program are covered by an onsite warranty. Warranty enquiries are to be made directly to the appropriate supplier. The recipient or SNR is to email the Notebooks Team advising of any warranty issues.

Software

Software support should be provided by the school based Technicians and/or the Department’s TSSP Specialist Technicians. Please ensure that any additional software that is loaded on the notebook is licenced and does not impact on the Department image to cause software problems. Warranty support covers hardware problems only.

Hardware

Warranty support covers hardware problems only, for example:

keyboard/mouse not functioning
defective display
modem not operating
damaged cables (i.e. power, modem)
not charging or will not hold a charge (battery)
will not turn on
CD-ROM/DVD drive will not operate
ports (USB - Serial - Parallel - Fire Wire) not operating
network card not operating.

For hardware support contact the appropriate supplier:

Supplier	Telephone
Apple Australia Pty Ltd	1300 301 596 - Advise the operator that you are a Victorian DEECD Teacher under the Notebook Program.
Lenovo Australia Ltd	1800 006 066 - Once you have called Lenovo regarding your Lenovo warranty issue advise the operator that you are a Victorian DEECD Teacher under the Notebooks Program.

Lenovo Helpdesk

How to place a service call to Lenovo

Find the following information:

school's entity number (4 digit code). If not known, then school name and address
Thinkpad type (eg, 1860-DE1)& serial number (eg, L3-FZ123)
contact details (name & phone number of the person placing the call)
a brief description of the fault.

Ensure that you have your Thinkpad available for further 'over the phone' problem solving as required by the Helpdesk to determine if the problem is hardware or software related.

Call Lenovo/DoE Helpdesk on 1800 006 066 between the hours of 8:30am - 5:00pm Monday - Friday (excluding public holidays).

Initially Lenovo will respond to the call with a recorded message that outlines the above requirements.

Keep a record of the job reference (eg. P1SMHVN) number supplied by Lenovo, so you can check on the progress of your job.

A Lenovo SSR (Support Service Representative) (technician) will call the person who logged the fault. They will arrange an appropriate time to come to the school on the Next Business Day.

On the next business day, advise the office staff at your school that the Lenovo SSR will be coming, and ask them to direct the person to an appropriate place so that repairs can be completed.

If onsite repair is required, ensure that the Lenovo ThinkPad and all its accessories are available at the location for repair at your school by the next business day.

The onsite visit should occur before the close of the school's next business day, i.e. 3.30pm.

If your repair is assessed as accidental damage and therefore not covered under warranty, an excess payment of $100 must be paid to the Department. See Loss or damage

Lenovo Driver Software

The latest drivers are available at Lenovov Technical Support (http://www.pc.ibm.com/)

Apple Helpdesk

How to place a service call to Apple

Find the following information:

school's entity number (4 digit code). If not known, then school name & address
Apple notebook serial number (eg, UV2192D1MDW).
contact details (name & phone number of the person placing the call)
a brief description of the fault.

Apple Australia Pty Ltd - contact 1300 301 596 - Advise the operator that you are a Victorian DEECD Teacher under the Notebook Program.

Initially Apple will respond to the call with a recorded message that outlines the above requirements.

Apple will make an assessment if the call is a warranty issue, or an insurance issue. If the call is an insurance issue, then Apple will direct the caller to contact the Department’s insurance broker (Echelon Claim Services) on 9860 3461. See loss or damage

Keep a record of the six-digit job reference number (eg. 456789) supplied by Apple, so you can check on the progress of your job.

If it's a hardware problem, an Apple trained certified technician will be sent to your work location within one business day. The trained technician will call the person who logged the fault. They will arrange an appropriate time to come to the school.

On the day of the visit, advise the office staff at your school that the Apple trained technician will be coming, and ask them to direct the person to an appropriate place so that repairs can be completed.

If onsite repair is required, ensure that the Apple notebook and all its accessories are available at the location for repair at your school by the next business day.