Laptop & PC repair service

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IT Services work with Jennings, a local company, to provide a laptop and computer repair service.

Drop your machine off at the Library & IT Help Desk (Monday - Friday, 9am - 5pm), and Jennings will collect it to carry out the repair. There is a £20 assessment fee for this service.

Overview

Eligibility

This service is available to all University staff and students, for personal or University-owned laptops and desktop computers.

The repair service doesn't include mobile phones.

Jennings make regular collections and drop-offs from the Library & IT Help Desk.

Apple devices

The repair service includes repairs to Apple products.

Jennings are an Apple Authorised Service Provider and are able to carry out both in-warranty and out-of-warranty repairs on most Apple devices (apart from iPhones).

Charges

A non-refundable set assessment fee of £20 will be applied to all referrals.

You must pay this assessment fee before Jennings will commence work.

The assessment fee covers the following services:

  • Collection and drop off from the Library & IT Help Desk
  • Cleaning of the device (eg keyboard, screen)
  • Cleaning of the fan (where appropriate)
  • Diagnosis of repair

You will receive a diagnosis within five working days of paying the assessment fee.

If the repair can be completed without the need for replacement parts, you will be asked to pay an additional £20 labour charge.

Use of this service means that you agree in advance to pay the charge of £20 for labour if Jennings can complete the repair without replacement parts.

If completion of the repair requires additional parts or labour such as data recovery, you will be sent a diagnosis by email, detailing the full cost of the repair. The full cost will be made up of the additional £20 labour charge plus the cost of the additional parts. Data recovery is not included in the £20 labour charge and will incur an additional charge which will be included in the quote.

You can then choose to either pay the full cost and have Jennings carry out the repair, or request that the laptop be returned unrepaired.

Note: If you decide not to go ahead with the repair, or if Jennings are unable to carry it out, you will not be refunded the assessment fee of £20.

All payment is made directly to Jennings by telephone via credit or debit card.

Back up your data

Before sending your computer for repair, please ensure you have a reliable and current back up of your data. Jennings cannot be held responsible for any data loss while your device is in their care.

The following terms and conditions apply:

Terms & conditions

The customer must agree to the Terms & Conditions provided by Jennings for the IT repair service. These include conditions regarding data recovery, reinstallation of software and/or operating systems, insurance etc.

Payment

After booking in the device, you must pay the £20 set assessment fee directly to Jennings before work will commence.

Any additional labour charges and/or parts costs must also be paid directly to Jennings.

Disputes  

Any amounts disputed may be deducted from the repair bill. Upon receipt of the customer's dispute notice, Jennings and the University of York IT Services will work together in good faith to resolve such disputes in a prompt and mutually acceptable manner.

A member of the Library & IT Help Desk (normally the Customer Services Manager) will contact Jennings on behalf of the customer who raises the dispute.

Our commitments

Service status Live and supported service.
Hours of service 24/7
Service support For help and support with this service, contact the Library & IT Help Desk.
Hours of support Help from the Library & IT Help Desk is available 9am to 5pm, Monday to Friday.
Target availability 95% of all referrals logged should receive a diagnosis within the next five working days of the set assessment fee being paid to Jennings. Please note, this doesn't include weekends or bank holidays.
Review cycle Reviewed termly.
Policies Jennings terms and conditions (PDF  , 126kb)
Our performance

Our service standards have been produced in consultation with our customers, and monitor the quality, timeliness and access to facilities and services:

Complaints procedure

If you wish to give us general feedback on this service, please see our Feedback page for ways to get in touch.

If you wish to make a complaint, please see our complaints procedure.