Who do we call about a warranty claim?

For managed clients we handle warranty claims start to finish: confirming the fault, establishing the machine is in warranty, dealing with the manufacturer, running whatever diagnostic they insist on, arranging the repair or replacement part, and fitting it.

The reason this is worth handing over is that manufacturer support is designed around a consumer with time. They will want you to run a hardware scan, reinstall a driver, and try safe mode before they will accept there is a fault, and that is forty minutes of your staff member's day, twice, because it rarely completes on the first call.

Three things that make claims go smoothly, all of which we track for managed clients: the serial number, the original purchase date, and knowing what level of warranty was actually bought. That last one surprises people, because a machine can be "under warranty" and still require you to ship it away for two weeks if onsite service was not purchased.

If a machine is out of warranty, we will tell you plainly whether repairing it makes sense. For an older machine, the repair frequently costs more than it is worth.