Service detail: Mail-in hardware repair options

Mail-in repairs are limited to laptops and tablets. Departments, Labs, and Centers (DLCs) are responsible for all charges associated with the repair of the device, including shipping charges. *Vendors are not accepting mail-in desktop computers but may offer on-site support options. See details below.

When initiating a mail-in repair request to Apple, Dell, or Lenovo, you will be asked to provide a serial number/service tag, description of your issue, mailing address, and telephone number. Have this information ready before you contact your vendor.

Important: Back up your data prior to sending your device to any repair center. CrashPlan is the recommended backup solution for desktops and laptops.

If you have questions about preparing your request, contact the IS&T Service Desk.

To request an IS&T loaner laptop during repair, submit the loaner laptop request form. Note: Laptop requests are fulfilled based on availability. If you request a loaner laptop while your machine is out for repair, IS&T will cover the shipping charges to your desired location and back to IS&T once your repaired laptop has been shipped back to you.

Apple

Apple mail-in repairs, for both in- and out-of-warranty laptops, should be initiated via the Apple Support site or by calling 800-275-2273 (800-APL-CARE).

Note: Laptops purchased by MIT for faculty and staff are eligible for support from Apple's EDU AppleCare team. Log in using Touchstone (MIT staff and faculty only) to see more information about initiating a repair request using the EDU AppleCare option. Personally owned laptops purchased through apple.com or from a retail location are not eligible for EDU AppleCare. Use the link or phone number above for personal devices.

You will be asked to provide an Apple serial number and a description of the hardware issue. Be sure to have that information ready before contacting Apple.

Warranty information for your device can be found at checkcoverage.apple.com. Note: You will be prompted for an Apple serial number. All portable devices are covered via warranty internationally.

Dell

Dell’s mail-in repairs, for both in- and out-of-warranty laptops can be initiated via Dell Support: support.dell.com or by calling 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 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.

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. Lenovo provides a tool to find local service providers.

Non-portable desktop repairs

Repair options for non-portable devices vary widely depending on the vendor and their warranty coverage. Contact an authorized service provider in your area to get specific coverage details.

Apple: Non-portable Macs can be repaired via available Apple authorized service providers.

Dell: In some cases, Dell will send certified Dell technicians to personal residences. Contact Dell Tech Support for additional guidance. Dell provides a tool to find authorized Dell repair centers.

Lenovo: In some cases, Lenovo provides on-site repair at personal residences. Contact Lenovo Tech Support for additional guidance. Lenovo provides a tool to find authorized Lenovo repair centers.