OU IT is pleased to provide hardware service work on all University-owned Apple desktops and laptops, along with all Dell desktop and laptops. We can also attempt to provide hardware service work on out-of-warranty systems. Please see this page for additional information.
If you are sure you need hardware support for your university-owned device, you can contact your On-site support via the College and Department Device Support form. If you're not sure if the device will need to be checked in (for hardware or software support), you may call or visit one of the Service Desk teams for basic troubleshooting assistance. If it is determined during your call/walk-in that On-site will need to assist with the issue further then our Service Desk team will assist you in contacting your On-site team for further assistance.
Please note that OU IT asks that users speak with their onsite IT to arrange for any needed data backup before any work can begin. In many newer machines, any hardware or device work necessitates a device wipe or reset back to factory settings, which will result in a complete loss of data. Therefore, all devices require a backup before they are sent to the Hardware repair team.
Process for University-Owned Devices
- Reach out for assistance with your device.
- If you contact the Service Desk first for any assistance with your device they will be able to do some basic troubleshooting with you. If it is determined that your On-site team will need to help further then the Service Desk will assist you in contacting your On-site team.
- If you are sure your device will need hardware support, please use this form to contact your On-site support team.
- If the Service Desk was unable to help or you contacted your On-site team first, they will reach out to arrange a time to meet with you about your device. They will determine if the device needs to be checked in after looking at the device or speaking with you.
- If the device needs to be checked in, your on-site team will submit a hardware ticket on your behalf. They will also arrange for the device to be picked up or the best time that you will be able to hand off the device.
- If you would like any updates on your device's progress after handing it off, you will need to contact the On-site person you are working with as the Service Desk will be unable to provide any updates.
- The device will be delivered to the Service Desk for transfer to the Hardware team.
- The Hardware team will pick up the device to diagnose and repair. Any results will be communicated with your on-site team, who will then discuss any results and options with you as necessary.
- If parts are needed: Shipping delays are common at this time, some hardware replacements may take up to a month or more for the replacement parts to arrive.
- After the device is repaired the device will be returned to the Service Desk.
- If it is determined the device will not be repaired your On-site contact will work with you on the next steps.
- Your on-site team member will pick up the device or arrange to have it delivered to your location. They will finish anything further needed and check to make sure the device is fully repaired.
- Once on-site is satisfied the device is repaired and fully set up after the repair, they will release the device to you.