Replace faulty devices

Find out what to do if a laptop or tablet you’ve received from us is not working.


Laptop and tablet faults

All devices supplied by the Get help with technology programme came with a 12-month manufacturer’s warranty. If you've ordered 'Pre-issued' devices the warranty period may have already expired.

If you encounter a fault, please refer to the manual supplied with the device or the manufacturer’s website for information on how to make a claim.

Depending on the manufacturer’s warranty process, you may be required to pay courier costs when returning faulty devices.

Replacements from the manufacturer will come with standard factory settings. It's your responsibility to ensure these devices are safely set up for users. Refer to our guidance on preparing a Standard Windows device for steps to take regarding applying appropriate safeguarding and security settings.

We are unable to provide support for laptops and tablets after the manufacturer’s warranty period expires. This includes 'Pre-issued' devices. Any repairs or replacements will need to be arranged by your organisation.

4G wireless router faults

Separate guidance is available explaining what to do if you have technical issues with a 4G wireless router.