Service Request Ticket - # 83972

Service Request Information

CONTACT Name Knospe, Kailey   View open tasks   View tasks from last 30 days   Schedule Change Contact Date Jun 28, 2024 12:57 PM
Department Phone
Location Email knospekm@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 # 20191025[Edit Inv] (opens in a new window) Bldg/Room WUC
Service Tag Description Apple 13in MacBook Pro Touch Bar SpcGry #Z0W5
Serial No. FVFCH21PL414 Location Kailey Knospe - Abby's House WUC 106; itc parts pi

CPU Intel Core i5(1.4GHz quad-core, 8thGEN)


OS MAC OS X 10.15 (Catalina) Software Microsoft Office from XXXX2019009325;

Wireless NIC 3C:22:FB:32:21:D2


Bluetooth NIC 3C:22:FB:33:CA:71


TECHS Submitted by Sam Sevugan Contact ssevugan20@wou.edu 88925
Primary Technician Contact rmartinis22@wou.edu 88925

Tracking

Entered by Date Memo
Jack Martinis
Email

Public

Entered by Date Memo
Jack Martinis Sep 19, 2024 03:10 PM
Status changed from (1) Pending to (5) Completed
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Jack Martinis Aug 21, 2024 10:25 AM
Task reassigned to Jack Martinis.
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Jack Martinis Aug 21, 2024 10:25 AM
They got a new laptop. Returned loaner. I'm inquiring what they want done with this unit.
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Sam Sevugan Jul 19, 2024 02:30 PM
****This is an email****
Kristen,

After much assessment by our technicians, they 
ultimately are recommending a replacement for 
Kailey Knospe's device. They are not able to make 
repairs to the hardware which is what is causing 
issues with freezing and temperatures.

We saw you did mention you would be interested in 
replacing the device in your last email. 

If you would like to do so, please put in a 
purchase request here: wou.edu/purchaserequest 

If you have any questions regarding your purchase, 
please reach out to our purchasing agent. She will 
be able to answer questions and provide you with 
more information regarding your purchase: 
purchasing @wou.edu. 

Please let us know what you decide and I will go 
ahead and update your ticket for our techs to 
provide us with further instruction. 

You have a great weekend as well :) 

Best,
Sam 
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Jack Martinis Jul 19, 2024 12:31 PM
****This is an outgoing email****
Hi Kailey,

I need some additional information regarding service request #83972

Description: Kailey's MacBook extremely slow, overheating and battery not lasting

The only other option regarding your original machine would be to reimage it (redownload a fresh, clean copy of MacOS), to see if that brings back performance from things that have established themselves in the background taking up resources - this is the typical case of why a device slows down over time.

Though, I don't believe reimaging it will fix your laptop's battery. We typically don't replace the batteries in Macbooks ourselves, my best advice would be to replace this unit.

Let me know what you think of this,

-Jack Martinis, UCS Tech.
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Sam Sevugan Jul 19, 2024 11:39 AM
****This is an email****
Thank you so much! Also, is there an estimate of 
when Kailey Knospe's computer might be fixed?

Have a great weekend!
Kristen
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Kyla Aitaro Jul 01, 2024 09:07 AM
Stored in Box 13
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Kyla Aitaro Jul 01, 2024 09:03 AM
Kailey dropped off her device and it came with: 
laptop bag and charging cord
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Kyla Aitaro Jul 01, 2024 09:03 AM
issued Loaner W#20200867[Edit Inv]
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Sam Sevugan Jun 28, 2024 01:10 PM
I will check out a loaner for them and leave it at 
the front desk to grab for Monday @ 9am.
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Sam Sevugan Jun 28, 2024 12:57 PM
They emailed into the front desk:
 
Hi UCS friends, 

I am having some troubles with my WOU issued 
MacBook (number 20191025). It has been getting 
extremely hot to the touch, the fan works 
overtime, and all my apps are really slow to open 
and use. It freezes frequently, and the battery 
drains very rapidly--I cannot get through more 
than two hours without having to charge my laptop. 

Due to the issues with this laptop, I have been 
having to use my personal computer while traveling 
to conferences and more frequently around the 
office to complete day to day tasks, which is not 
convenient and can be difficult to do. 

Is it possible for someone to look at my laptop to 
see if it can be repaired? If it cannot be 
repaired, our office would like to replace it. To 
have someone look at it, should we drop off the 
laptop at your office, or would someone come over 
here to check it out?

Thank you so much, 
Kailey
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