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This section covers maintenance for laptops that were purchased from vendors through the WIS Student Laptop Programme.
Assistance with Computer Problems
If you have problems with your laptop you may visit the IT service desk (the hatch) in D709.
How should students carry their laptops?
Always carry the laptop in a case, even when at home. If an accident happens, please report to the hatch immediately. Minor damage can progress to become more serious if there is a delay getting help.
How should students keep the laptops at school?
Students are responsible for keeping their laptops safe. Students should not leave their laptops unattended. Laptops will be used in nearly all classes and must be brought to school everyday. When laptops are not in use, students are advised to keep them in their bags, laptop case or lockers.
What if something goes wrong with the laptop?
Bring the laptop to the helpdesk for evaluation immediately. If the problem is hardware related (screen, keyboard, hard disk etc), the technician will arrange for repairs and a loaner laptop will be provided. If the problem is software related, the technician will try to resolve the problem. In some cases where the problem cannot be resolved by troubleshooting, a full software re-install is needed (Re-imaging)
What is a reimage?
When a laptop has a large number of viruses or software issues, our technical staff at the helpdesk will re-image the computer. This process reinstalls the original factory software and programs on the laptop.
If a student has downloaded and installed other programs*, they will need to be reinstalled by the student upon receipt of the laptop.
In some cases, students will be required to read and sign a Data Loss Agreement form before a reimage request is granted.
*Please note that the student laptops were intended for school-related use only. Downloading and installing files such as songs, movies and games that are not school-related will not be backed up.
What are the common causes of physical damage?
Dropping the laptop, shutting the LCD cover with a pencil inside, shaking the laptop while it is in sleep mode, carrying in a backpack without a protective sleeve, not using a padded case, leaving the laptop in a place where someone might kick or step on it.
What does the warranty cover?
Our student laptops are covered by a 3-Year Standard Warranty and Accidental Damage Protection.
The Standard Warranty covers common parts like the webcam, memory, hard drive, usb ports, wifi card, etc. Standard Warranty is free of charge.
Accidental Damage Protection (ADP) covers major components such as LCD screen, motherboard, LCD cover, Top cover (the area around the keyboard) and base cover. Additionally, our laptops are also protected from accidental drops and water damage. Accidental Damage can be claimed only once per school year per broken part.
Notable exclusions: Intentional damage, damage resulting from fire and/or loss due to theft. Natural damage such as flood, sand, dirt and weather.
What happens when my laptop is taken in for repairs?
When there is a hardware-related problem with the laptop, we will send it to the HP Service Centre. We will provide a loaner laptop for the student to use while the laptop is away for fixing. The laptop repair usually takes between 3 to 4 working days* depending on the problem with the laptop.
*Laptop repair duration will also depend on availability of parts.
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