Replace faulty devices

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

Contents


Laptop and tablet faults

As soon as you receive your order

On receipt of your devices, check for any external damage. If you notice any damage to the packaging, ensure that the courier captures this on the ‘proof of delivery’ (POD) note, before you sign. It may affect a future claim if damage is not recorded on the POD note.

Keep each device’s box and packaging until it has been checked and powered on by your organisation – you’ll need it if you return any faulty devices.

If your device will not start within 10 working days of receiving it

You have a maximum of 10 working days from the delivery date recorded on your POD note to report to us that a device is dead on arrival (DOA). This is a strict deadline and after this time you’ll need to follow the manufacturer’s warranty guidelines. This deadline also applies to local authorities and trusts that have received devices on behalf of schools.

If a device will not start, please check it’s fully charged and plugged into the mains. If you still cannot start the device, please notify us as soon as possible at https://get-help-with-tech.education.gov.uk/get-support.

On the page that asks ‘How can we help you?’, let us know that your device won’t start, and provide your order number (this will begin ‘HYB’) and the device’s serial number.

If your device is not working and you’ve had it for longer than 10 working days

All devices supplied by the Get help with technology programme come with a minimum 12-month manufacturer’s warranty.

If you’ve ordered ‘Pre-issued’ devices the warranty period may have already expired.

If you encounter a fault, 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 need to pay courier costs when returning faulty devices. You’ll also need to ensure devices are returned in appropriate packaging to avoid damage during transit.

Devices returned or replaced by the manufacturer will come with standard factory settings. It’s your responsibility to ensure these devices are safely set up for users. See our guidance on preparing a Windows device for how to apply appropriate safeguarding and security settings.

We cannot provide support for laptops and tablets after the manufacturer’s warranty period expires. This includes ‘pre-issued’ devices. Your organisation will need to arrange any repairs or replacements.

Returning a Chromebook

When you ordered Chromebooks we asked you to provide your organisation’s Google domain. If you provided this information, we linked your Chromebooks to your Google admin console.

Before returning a Chromebook, you must deprovision it from your Google domain by following this guidance: Repair, repurpose, or retire Chrome devices.

Returning an iPad

When you ordered iPads we asked you to provide us with your Apple School Manager (ASM) ID. If you provided this information, we linked your iPads to your organisation’s ASM.

Before returning an iPad, you must unassign your iPad from your ASM by following this guidance: Assign, reassign or unassign devices in Apple School Manager.

4G wireless router faults

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