What happens if your device isn't working properly or needs repairs? First, check our our troubleshooting page. If you have clear physical damage or cannot resolve your issue please follow these steps:
- Contact the Service Desk by emailing firstname.lastname@example.org or calling 617-253-1101. This support is provided 24/7. It is best practice to contact via the INC number that was assigned when you first made the request. You will want the serial number of your device (found on the back of the iPad) to expedite the process. Contacting the Service Desk allows IS&T to do the required work needed prior to contacting Apple. If you skip this step your repair may be severely delayed.
- IS&T will provide shipping material to return the damaged device back to IS&T. We will need a valid mailing address and contact telephone.
- Do not turn your new device on yet! When you receive the new device, be sure to update the ticket you have with IS&T with the new iPad's serial number and wait for a response. This will ensure your new device is properly enrolled in our systems and allow access to all of your required software.
- If this step is missed, not a problem. IS&T will walk you through how to reset your device to get it configured properly.