Service Request Ticket - # 52621

Service Request Information

CONTACT Name LeJeune, Marie   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Jan 06, 2014 11:23 AM
Department Education & Leadership Phone 88450
Location Email lejeunem@wou.edu Request for more information Send 'Keeping in touch' email Send 'I'm thinking of you' email

SR INFO Type WOU #
Priority Equipment Type
Status Flagged
Description

Laptop Edit WOU # 20100666[Edit Inv] (opens in a new window) Bldg/Room OFF PDR
Service Tag Description Apple MacBook Pro with Apple Protection Plan
Serial No. C17FD79DDH2G Location PDR

CPU Intel Core i5(2.3GHz dual-core, 3MB L3)


OS Unknown Software MS Office for MAC 2011 from P0079025

Wired NIC C8:2A:14:17:65:1E


Wireless NIC E0:F8:47:33:32:90


Bluetooth NIC E0:F8:47:33:32:91


TECHS Submitted by Meagan Ronningen Contact mronningen12@wou.edu 88925
Primary Technician Contact burgesonl@wou.edu 88955

Tracking

Entered by Date Memo
Lori Burgeson
Email

Public

Entered by Date Memo
Lori Burgeson Jan 24, 2014 11:03 AM
Status changed from (1) Pending to (5) Completed
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Lori Burgeson Jan 24, 2014 11:03 AM
Joanie is going to send a parts sheet through 
campus mail that will need to be signed and 
returned for the battery that was not covered under 
warranty.
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Lori Burgeson Jan 24, 2014 08:14 AM
Picked up laptop from Mac Store yesterday evening.  
Craig is testing everything out and returning it to 
Marie.  He will bring back the loaner computer she 
currently is borrowing.
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Lori Burgeson Jan 21, 2014 01:07 PM
Computer is going to have the repairs done with it 
and it should be ready by the time I receive the 
check from the business office
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Lori Burgeson Jan 21, 2014 12:25 PM
Called the business office to find out when check 
would be cut and Lucinda mentioned that it might be 
tomorrow.
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Lori Burgeson Jan 21, 2014 11:29 AM
Called Mac Store and left a voicemail wondering the 
status of this laptop.
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Lori Burgeson Jan 17, 2014 08:42 AM
PO was sent to the Mac Store.  Waiting for them to 
complete repairs.
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Lori Burgeson Jan 14, 2014 12:34 PM
Darla has submitted the purchase request.  Joanie is 
out of the office today, so I will have to check 
with her tomorrow.
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Lori Burgeson Jan 14, 2014 11:30 AM
Marie mentioned that her department head is 
approving the charge.  I let Darla know that she 
will need to submit a purchase request so we can 
submit a PO to the Mac Store to cover the charge.

I also contacted the Mac Store to make them aware 
that we want both the optical drive replaced 
(under warranty) and battery replaced and we have 
to submit a PO for the battery.
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Lori Burgeson Jan 14, 2014 11:11 AM
****This is an email****
Hi Marie,

The Mac Store will replace the optical drive, 
however, the battery cannot be replaced as the 
warranty only replaces faulty batteries and not 
batteries that have passed their life.  The 
battery replacement will cost $139 and would need 
to be paid for out of your department funding (if 
you want it replaced).  Your department would need 
to submit a purchase order to Tricia and we could 
get that sent over to Apple.  Please let me know 
if you would like the battery replaced or not so I 
can let the Mac Store know if they will replace 
both parts, the battery and optical drive, or just 
the optical drive.

Thank you!
Lori

---------- Forwarded message ----------



Our service technicians are looking into the issue 
you have reported and need additional information 
in order to complete your repair.


We can replace your faulty optical drive under the 
warranty. The consumed battery can be replaced for 
$139 if you would like.

Regards,

The Mac Store Service Department
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Lori Burgeson Jan 13, 2014 08:38 AM
Laptop is back at Mac store.  Battery and Optical 
drive issues.  Dropped off last Friday
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Lori Burgeson Jan 09, 2014 02:40 PM
Called her and left a voicemail
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Katie Halvorson Jan 09, 2014 02:15 PM
She called to ask more information about the
information that was lost.  She would like a call
back.
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Lori Burgeson Jan 09, 2014 07:37 AM
****This is an email****
Hi Marie,

I just wanted to touch base with you and update 
you in regards to your laptop.  Apple was able to 
fix the issue, however, no data was able to be 
retrieved from your laptop.  The hard drive had 
become completely corrupted.  The issue has been 
fixed by Apple and I picked up your laptop last 
night.  We do need to reimage your laptop before 
handing it back off to you.  I will work on 
getting that done today.  Is there any other 
programs that need to be put back on your laptop 
other than iLife and Office?

I will let you know when your laptop is ready for 
pick up.

Thank you,
Lori
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Lori Burgeson Jan 09, 2014 07:34 AM
Picked up computer last night.  Hard drive had 
become completely corrupted.  No data was able to 
be retrieved.  Issue has been fixed through Apple 
and will need to reimage laptop before handing it 
back off to Marie.
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Lori Burgeson Jan 08, 2014 07:45 AM
Computer is at Mac store.  Will pick up when they 
have made repairs
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Lori Burgeson Jan 07, 2014 12:14 PM
Marie iterated that the issue was not due to a spill 
(to her knowledge) but due to a power surge.  
Dropping off computer this afternoon.
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Lori Burgeson Jan 07, 2014 07:36 AM
****This is an email****
Hi Marie,

We tested your computer and found that it will not 
even boot into an operating system.  It also will 
not run any type of on-board diagnostic testing.  
I just want to make sure that there wasn't 
something that was spilled on the computer before 
I take it to the Mac store for repair.  Although 
your computer is still under warranty until March, 
Apple will charge for any repairs if the damage to 
the machine is caused by a spill, so I want to let 
them know if it was or wasn't a spill.  If it was 
a spill, we have a few options we can discuss, so 
please let me know if something accidentally 
spilled on the laptop.

Thanks a bunch!
Lori
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Lori Burgeson Jan 07, 2014 07:31 AM
Laptop will only turn on if it is plugged into a 
charger and even then will not boot into an 
operating system.  I will first contact Marie to 
see if she spilled anything on the laptop just to 
make sure it isnt a spill causing issues.  I will 
drop the laptop off at the Mac store this 
afternoon.
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Meagan Ronningen Jan 06, 2014 11:23 AM
She plugged her Macbook in to an outlet in a hotel 
that experienced a power outage. After this, her 
laptop wouldn't turn on unless plugged in and the 
device has been operating only sporadically since 
this happened.  
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