Hardware Diagnostics

The IT Help Center performs hardware diagnostics on a number of different vendors both in warranty and out of warranty. We use the most accurate up-to-date computer diagnostics available to quickly determine the cause of a problem in order to resolve the matter in a timely manner.

Hardware diagnostics can take up to two business days to perform. This does not mean the machine will be repaired within two business days, but we will guarantee that the machine will be diagnosed by then. It is important to inform the client about the length of time we will need in order to diagnose the machine without setting expectations that the repair will be done sooner.

When checking in a machine for hardware diagnostics, we need to first entitle the machine for the client. Many clients do not know if their machine is still in warranty or not. This needs to be done at the time of check in, and once entitlement is complete if the machine is in warranty we can proceed with creating the repair. If the machine is out of warranty we need to inform the client of our $35.00 diagnostic charge. It is very important that we are clear to them about this charge, not doing this may slow down overall repair time if we need to wait for the client to get back to us before continuing with the repair.