MIT Hardware Service Center
The MIT Hardware Service Center is now open for computer hardware repairs at its temporary location in the Atlas Service Center. A partnership with ComputerCare, the center is available to all MIT students, faculty, and staff.
Access
Visit the Atlas Service Center during normal business hours (8:00 a.m. - 5:00 p.m., Monday-Friday) for service; no appointment is needed. After hours, IS&T is availalbe via email, phone, and chat to provide 24/7 support remotely.
Repairs
Technicians will repair computers onsite at the Atlas Service Center this semester. The permanent location of the Hardware Service Center is under construction, with an expected opening in spring 2025.
Devices
Initially, we will focus on repairing computers, including Apple, Dell, and Lenovo products. We plan to expand services to mobile devices, such as tablets and smartphones, in the future.
Eligibility and Cost
The Hardware Service Center accepts both MIT-issued and personal devices.While there is no charge for labor, we will work with the individual requestors to bill for any necessary parts; costs may apply.
Loaner Program
IS&T's computer loaner program remains available for those needing a temporary device while their computer is being serviced.
MIT Hardware Service Center FAQs
The Hardware Service Center is now open for computer hardware repairs at its temporary location in the Atlas Service Center. Business hours are 8:00 a.m.–5:00 p.m., Monday–Friday, and no appointment is needed. After hours, IS&T is available via email, phone, and chat to provide 24/7 support remotely.
The permanent location of the Hardware Service Center is under construction, with an expected opening in spring 2025.
Hardware repair services are available to all MIT students, faculty, and staff.
The center currently services computers, including Apple, Dell, and Lenovo products. The Hardware Service Center accepts both MIT-issued and personal devices. We plan to expand services to mobile devices, such as tablets and smartphones, later this fall.
Every computer brought to the service center should be backed up first using a service such as CrashPlan, which is available to all MIT community members. IS&T is not responsible for any data that is not backed up prior to a machine being submitted for repair, and those requesting services through the center will be asked to sign an intake sheet when dropping off their device that includes this and other disclaimers.
While there is no charge for labor for both MIT-issued and personal devices, costs may be incurred for any necessary parts that are not covered by an existing device warranty or protection plan. Your technician will inform you if your repair will result in a bill.
Service times will vary depending on the repairs necessary, part availability, and volume of other devices the center is currently servicing. We will give an estimated timeframe for pick-up during the initial intake; your technician will notify you via an update to your repair ticket when your device is ready.
IS&T's computer loaner program remains available for those needing a temporary device while their computer is being serviced.
The Hardware Service Center does not accept mail-in repairs. If you are an MIT community member who is not able to access campus, please reach out to the IS&T Service Desk at servicedesk@mit.edu or 617-253-1101 so a representative can help you find a unique solution for your location, device, and service needs.
Please contact the IS&T Service Desk: servicedesk@mit.edu or 617-253-1101. Someone will be in touch soon.
Vendor Mail-In Service Option
Hardware vendors offer mail-in repair options for laptops. Non-portable computers can be serviced by authorized service providers. IS&T provides loaner laptops to be used while a device is out for repair. Details for MIT preferred vendors Apple, Dell, and Lenovo are listed below. Note: If your department has a DLC Direct agreement with IS&T, contact your IS&T support team first for assistance with mail-in repair of MIT-owned equipment.
Requirements
When initiating a mail-in repair request to Apple, Dell, or Lenovo, have the following information ready beforehand:
- Serial number/service tag
- Description of your issue
- Your mailing address and telephone number
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Payment information
- MIT-owned equipment: Departments, Labs, and Centers (DLCs) are responsible for all charges associated with the repair of the device, including shipping charges.
- Personally-owned equipment: Individuals are responsible for all charges.
Getting started
Before initiating a repair request, note the following:
- Back up your data prior to sending your device to any repair center. CrashPlan is the recommended backup solution for desktops and laptops.
- Request a loaner laptop prior to shipping your device to the vendor, to prevent any work stoppage or downtime.
- For Dell and Lenovo laptops: If you have BitLocker enabled, suspend it before sending your device for repair.
Note: If your device has a STOP loss prevention tag that will require replacement, contact STOP directly to order a tag and arrange for payment.
Vendor details
Apple
There are two options to consider if you require Apple hardware support:
- AppleCare EDU: Laptops purchased by MIT for faculty and staff are eligible for support from Apple's EDU AppleCare team. To initiate a mail-in repair for an MIT-owned Apple laptop, call the EDU AppleCare number: 1-800-800-2775 (choose options options 3-1-3). Callers must have an MIT purchase card for any paid repairs, which will be charged to their department.
- Express Lane (expresslane.apple.com) for help with personally-owned Apple products.
Be sure to have your Apple serial number and a description of the hardware issue ready before contacting Apple.
Desktop (non-portable) computers: Non-portable Macs can be repaired via available Apple authorized service providers.
Dell
Dell’s mail-in repairs, for both in- and out-of-warranty laptops, can be initiated via Dell Support (800-288-4410).
You will be asked to provide a Dell Service Tag and a description of the hardware issue. Be sure to have that information ready before contacting Dell.
- Dell offers a wide variety of warranty options
- Check your device’s current Dell warranty status
- On-site Dell Tech Support may be an option, depending on your warranty
Dell international warranty repairs: If you have questions regarding international repairs, call Dell Technical Support at 800-999-3355. Dell Tech Support will troubleshoot your problem and issue parts and onsite service outside the United States. You can complete a Service Tag transfer to ensure your warranty can be updated and your system can be submitted to the depot for repairs internationally. Upon completing the transfer, you will need to call Dell Tech Support to enter the system into their depot.
Desktop (non-portable) computers: In some cases, Dell will send certified Dell technicians to personal residences. Contact Dell Tech Support for additional guidance. Find authorized Dell repair centers.
Lenovo
Lenovo repairs in-warranty products only. If you have an out-of-warranty Lenovo product, see below for information on your options.
Lenovo provides two options for submitting a mail-in repair request for laptop or tablets.
You will be required to provide your device’s serial number and a brief description of the hardware issue. You will also be prompted to set up an online account at Lenovo’s vendor site.
- Option one: Contact Lenovo service; phone: 855-253-6686 #3 to set up a mail-in repair request for your in-warranty Lenovo product.
- Option two: Create an online account via the Managed Technical Support Access (MTSA) tool and open a repair request with Lenovo via their portal.
Lenovo international warranty repairs: Get information regarding the transfer of international warranties should your repair be required to occur outside of the United States.
Lenovo out-of-warranty mail-in repair process: Lenovo does not perform out-of-warranty service for computers. You will need to find a local service provider that will perform this type of repair.
Desktop (non-portable) computers: In some cases, Lenovo provides on-site repair at personal residences. Contact Lenovo Tech Support for additional guidance. Find authorized Lenovo repair centers.