Handling calls about stolen laptops
Fortunately laptop theft does not occur too often but when it does we are here to assist students as much as possible. One of our Client Support Specialists named Sean Pfeiffer [sean@bu.edu] works closely with both the BUPD and our Security group to try to recover laptops that have been stolen. When we do receive a call or a student walks in we need, as in any situation, as much information as possible. However, there is some information that is critical to the process and you will find that below.
1. MAC Address for the laptop if possible. If the student has netregged the computer then it will be in the database and you can ask any CSS to pull that information up.
2. Was there a police report filed? If so, get the report number.
3. Date and location of where the laptop was stolen.
4. Confirmation that it is the same piece of hardware that was stolen; most likely a serial number or some personal markings.
So, remember when creating a OneHelp ticket try to get as much information as possible especially the information listed above.
Thank you and let’s hope that we don’t have to do this too often!