The HelpDESK’s Ridley Community Repair Policy

Due to issues and concerns with Apple Canada the HelpDESK will no longer be able to repair or purchase equipment for individuals that are not part of the Ridley Community. The HelpDESK is listed with Apple Canada as an Apple Authorized Self-Service Provider (AASSP). As an AASSP we are only entitled to repair products that belong to Ridley, it’s students and their immediate family. We can also repair products that belong to members of the greater Ridley Community including faculty, staff, O.R’s attending university, etcetera.

All Apple repairs fall into two categories, warranty and non-warranty. We treat such as follows:

Warranty Repairs

Warranty repairs include items covered by either the unit’s Apple Limited Warranty or it’s AppleCare Protection Plan.

Apple Hardware Problems
No Charge

All Software Installations/Problems*
$75/hr Minimum 1 hr charge

*Apple Warranty and AppleCare Protection Plan clearly state that software related problems are not covered by warranty. This includes both software applications and the operating system.

Non-Warranty Repairs

Hardware/Software Problems $75/hr * Minimum _ hr charge

*The above rate does include any parts, software or shipping costs required to resolve the problem.

Repair Policies

1. Any Ridley College related repair takes precedence over all other repairs. All repairs will be performed during a technician’s downtime.

2. It is the customer’s responsibility to ensure that all data is backed up prior to bringing in a unit for repair. The HelpDESK technicians are not responsible for any data loss that may occur during a repair. Although every attempt will be made to ensure that data isn’t lost it may at times be required to ensure a proper repair. If a customer does not have the resources to perform a satisfactory backup a fee of $30 can be charged to any repair at the customer’s request.

3. If a part(s) is required for a non-warranty repair either verbal or written permission must be given to a HelpDESK employee before the part(s) will be ordered.

4. If any chargeable repair is going to exceed an hour to perform verbal or written permission must be given to a HelpDESK employee.

5. A $40 evaluation charge will be applied to any repair that isn’t covered by warranty.

6. A $40 fee will be charged if after thorough troubleshooting techniques conclude that the unit is operating correctly.

7. All repairs are warranted for 90 days or the remainder of your existing Apple warranty. The warranty only covers the parts and labour, it does not include software or operating system issues.

8. Any unit that is not claimed within 30 days of being repaired will become the property of the HelpDESK.