Repairs

If a pupil's Chromebook is not working correctly or is damaged, they should take the device to the Digital Support office (Q2-M) for an initial assessment. Some issues may be dealt with on the spot, such as a Chromebook not turning on, which is why we advise that the device should be taken to our technicians first. If a quick solution is not possible, the process is then as shown below.

Repair Process

Your repair options

Each case will be different, so this information should be taken to be general guidance only.  For any broken Chromebook, the device belongs to the parent/carer who paid for the device. Therefore the decision as to how defects are remedied is yours, although our IT support technicians will make a recommendation.

In most situations, the options are:

• Request an in-house repair from our IT support technicians. You will need to pay for any parts before your child hands the device in for repair.

• Request our technicians to send the device to Asus for repair under warranty, provided the warranty is still in force and there is no user damage.

• Have the device returned to you to arrange your own repair.

• When the device is beyond economic repair, purchase a replacement Chromebook.

The most common repair that we do is screen replacement. We are usually able to perform these relatively quickly and we would recommend choosing an in-house repair option in this case. If a device is damaged but in good working order, we will not mandate a repair or replacement.

After the initial assessment, the Chromebook will be returned to your child. You can then decide whether you want the device to be repaired by us or whether you will be making your own arrangements.

In-house repairs

Some of the most common issues can be repaired by our technicians. Where this is possible, the cost of replacement parts will be added to your ParentPay account. You will need to make this payment before the Chromebook is accepted for repair by our technicians.  We are unable to provide storage for broken Chromebooks until payment is received and the repair is begun. The process for in-house repairs is below. 

Warranty repair

In some cases, the device will be covered by the manufacturer's warranty. In this case, repair work is free of charge if accepted by Asus. The warranty is designed to cover the Chromebook for manufacturing defects and faults. It is therefore important that pupils are reminded of the need to look after their device.

However, there are situations where the warranty will not cover work needed, even if the device is still in the warranty period. If the Chromebook is not working due to damage that would not be considered normal wear and tear, then this is not a product defect and therefore would not be covered by a warranty. Examples of damage that would not be considered normal wear and tear include:

• Broken display due to excessive force and foreign objects pressing on it.

• Removal of keys from the keyboard membrane.

• Cracked circuit boards due to excessive force being applied to ports.

• Physical damage to the casing due to impact or excessive force.

• Damage to the motherboard caused by excessive force or impact to the USB port.

There will be other cases where damage has been caused that is not due to a manufacturing defect.  In general, Asus will not repair a device under the warranty if there is any user damage to it. When Asus decline the warranty due to any user damage, they will make a charge for the assessment and carriage charges. If the parent/carer has asked us to make a warranty claim against our advice, they will be liable for these charges if a warranty repair is then declined by Asus.

Please note that water (or other liquid) damage counts as user damage. Whatever the nature of the fault, if there has been water ingress then Asus will not repair the device under warranty. Parents/carers should not request a repair under warranty if there has been liquid ingress into the Chromebook, as it will be refused by Asus and they will make a charge. Please encourage your child to look after their Chromebook and keep it away from liquids and out of rain.

Costs 

Parents/carers will be required to pay for replacement parts, but not labour which will be provided by Eduthing through its contract with TKA if an in-house repair is carried out. The current costs for items provided by TKA are on the Costs Page.

Insurance

Insurance policies are a matter for parents/carers to arrange themselves. We do not provide insurance for the devices as they are not owned by us. You may find that the Chromebook is covered by a home contents policy in some cases; please check with your insurer if you need further details. In the event of a claim, we can return the broken Chromebook to you via your child in the case of a total write off. For repairs, you will have received a receipt from ParentPay for any payments you have made, which can be supplied to insurers as proof of payment.

Loan Chromebooks 

Once a Chromebook has been accepted for repair (after payment has been made), the IT Support office will endeavour to issue the pupil with a device from the school’s Chromebook short-term loan pool, subject to availability. Loans to cover repairs are usually on a weekly or fortnightly basis, and the loan device will need to be returned at the end of each loan period. Our loan pool is often fully utilised; we cannot guarantee the availability of loan devices. Parents/carers and pupils should not rely on the loan pool for a device.

Please note that our loan pool devices are primarily for pupils whose own device has been accepted for a repair for which payment has been received.

Motherboards

Motherboard issues are usually the result of user misuse. We are not able to repair or replace motherboards or components connected directly to it (such as USB ports), and user damage will make it ineligible for a warranty repair. Damaged motherboards will require replacement of the complete Chromebook with the cost falling to the parent/user. This includes where parts attached to the board have been damaged or removed, or there is fluid ingress to the Chromebook.

Replacement Chromebook

If the broken Chromebook is beyond economic repair or the parent/carer prefers not to arrange repair for a device that we cannot repair in house, you can purchase a replacement Chromebook from the school. The cost will be less than when originally joining the scheme, as the licences can be transferred to the new device. The Chromebook model supplied will be the current one supplied to new entrants to the school.

To request a new Chromebook, please ask your child to speak to our IT technicians. They will arrange for a payment item to be added to your ParentPay account. When payment is received, your child can collect their new device.

We are able to arrange for the safe recycling and disposal of the old broken device for parents/carers who would like us to do this.