Updated for 20261) Device and Hardware Issues

All repairs should be filed through the school and service centres of Asus/Lenovo will no longer accept walk in repairs. 

1. How do the students report problems with their Chromebooks ?

• Students should approach the school-based ICT support staff for assistance. The school will file a SSOE repair ticket on their behalf. The engineers from Asus will tend to the repair the next working day. Lenovo Chromebooks will be collected from school to Lenovo repair centre. 

• Students can loan a device from the school common pool for daily lessons during the period of repair.

• Please note that only personal learning devices procured under PDLP device bulk tender are eligible for the fortnightly collection services provided by contractors. Basic troubleshooting by our school IT staff will also be carried out on devices brought through the MOE bulk tender purchase.

2. Do we need to return the device after my child has graduated?

• The school will not be collecting the device back as the device belongs to your child. Upon graduation, the DMA will also be uninstalled.

2) Reporting Of Lost Devices/Items

1) How do I report that I have lost my Chromebook ?

• Parents to make a police report for the lost device. The police report shall includes description and date/time of incident (if lost or theft), photos of the incident, machine serial no, and student/guardian information (name, contact number, address and school name. 

• If the lost device is covered under the circumstances listed in the device’s insurance coverage, parents should contact and inform the device contractor via their helpdesk or service centre. They will need to furnish the contractor with the police report for insurance claim. (Applicable only if the device is still under insurance coverage period). 

• The contractor’s helpdesk/service centre will advise parents on the insurance claim procedure.

• Parents should also inform school of the lost device. School’s DMA Administrator will remotely lock the device.

• Parents should also submit a copy of the police report to Lenovo via this link.

• School will then loan a temporary device from the common pool to students.

• Contractor will send a replacement device to school and school will it pass to student if device is covered under insurance. 

• Parents can opt for doorstep delivery but with delivery charges.

• If the device is without insurance coverage or the loss is due to clause(s) not covered under insurance, parents can seek school’s assistance to procure a replacement device.

3) Insurance And Warranty Coverage (LENOVO)

** The insurance coverage is only applicable to situations of damages and loss where the student has taken precautions to safeguard the device

4) Contractor's Information

5)  Replacement/Change Of Device

1) What should I do after I have changed/replacement made on the device?

• Students are to inform the school-based service desk whenever there is a replacement/change of device.

• Replacement/change of devices can be under any of the circumstances listed below:

1. Replacement of device covered under insurance by contractor

2. Replacement of device by parents for device not covered under insurance or insurance period has ended

3.  Students who are using their own devices which were not procured from PDLP Device Bulk Tender changing to another device.

2) Do I need to inform the school after I have collected my Chromebook from the service center?

• • Yes, this is to facilitate the installation of the DMA into the new device.

  • School DMA administrator will then enrol the new device to their school’s DMA.

  • For all new device DMA enrolment not done during the device handover exercise in school (including all devices collected from contractor’s service centres), the school DMA administrator will do a factory reset before enrolling the new device into the DMA. 

6) Device Management Application (DMA)

For assistance on DMA matters, please contact the school-based service desk.

Operating day. Mon to Fri, excluding public holidays.

Operating Time: 2.30 pm to 4.30 pm

7) Frequently Asked Questions

1) Does the insurance cover the accessories too (e.g. styluses, keyboard cases)?

• Insurance coverage is for the main device only and does not cover accessories.

2) How do I replace a missing accessory?

• • Parents can buy replacement accessories from the Contractor’s Portal (https://www.asiapac.com/pld/lenovo)

3) Can students still send their devices to their contractor’s service centres for repairs after the end of the warranty period and how will the charges be imposed?

• After the expiry of the device warranty period, students can still send their device to the contractor’s service centre for repair. The charges quotation will be provided by the contractor’s service centre and students/parents will have to assess the reasonableness of the charges and decide whether to take up the repair. Alternatively, students can consider going to other shops to perform the repairs after the warranty is over.

4) How long do I need to keep the device original packaging box before discarding it?

• • Please keep the device original packaging box for at least 7 days in case of any 1-to-1 exchange .