Closing of the ITS Repair Unit (fwd)

[Karen Reardon <karen.reardon@YALE.EDU>]

Please read the notice below from ITS. Workstation Support Group staff are
working out the logistics of coordinating repair support for Library
workstations. If you have a non-working workstation or monitor, continue
to report the problem to the WSG. Please be patient as we evaluate new
support providers.
Thanks.

-kmr

---------- Forwarded message ----------
Date: Tue, 02 Mar 1999 16:10:58 -0500
From: Dan Updegrove <daniel.updegrove@yale.edu>
To: sug@lists.yale.edu
Subject: SUG - Closing of the ITS Repair Unit 

ITS Repair Unit Closing -- Alternate computer repair services available 

The ITS Computer Hardware Repair Unit at 181 Whitney Avenue is closing.
Effective Monday, March 1 the Repair Unit is no longer accepting new repair
orders. Orders already taken will be completed as soon as possible. The
decision to close the Repair Unit was made by ITS management, after
consultation with the ITS Advisory Committee, based on a long-term trend of
increasing financial losses in the unit. 

Departments and individuals requiring warranty and out-of-warranty repairs as
well as system upgrades for Apple, Digital, Hewlett-Packard, and IBM hardware
purchased from the ITS Microcomputer Sales Center (MCSC) are being referred to
four local firms that have a track record of service to the University or to
other nearby institutions. See the table below to determine which vendors
offer
services for the hardware you own. Owners of Dell, Gateway, and other hardware
brands not carried by MCSC are unaffected by this announcement, since these
manufacturers provide their own repair service. 

The four firms listed below offer on-site repair for University departments
and
for individuals living off-campus. 

Since repair personnel are not permitted in University residence halls,
students in residence must continue to make arrangements to carry equipment to
a repair facility. One vendor, Team Computer, offers a depot location in
walking distance, on Broadway. The ITS Repair Unit at 181 Whitney Avenue will
serve as a depot for students in residence who are unable to transport their
equipment to a vendor for service. 
 
It should be noted that all warranties for hardware purchased from MCSC are
the
responsibilities of the respective hardware vendors, so departments have no
financial exposure from the closing of the Repair Unit. ITS plans to monitor
the performance of the recommended repair vendors, and will post updates to
these recommendations as warranted. 

For additional information or updates to this announcement, see the website,
www.yale.edu/repair/ or call Debra DiMassa at 432-6654. 

Vendors providing authorized warranty repair, out-of-warranty repair, and
upgrades for the product lines previously serviced by ITS: 

* Apple computers & printers -- Advanced 

* Digital -- Advanced, Team 

* Hewlett Packard computers & printers -- Advanced, Team 

* Apple & HP printers, out-of-warranty only -- Laser Image

* IBM -- Advanced, IBM, Team 


Contact information for repair vendors recommended by ITS. Published rates are
for labor for out-of-warranty repair and upgrades; costs of parts is
additional. No charges apply for labor or parts during warranty period. 

* Advanced Office Systems -- 296 East Main St., Branford, 481-5349. Rates:
$90.00/hour; University Standing Purchase Order: UNP 1009639

* IBM -- 1 800 IBM-SERV (426-7378) for on-site IBM Warranty repair nationwide.
Additionally Yale departments with over 100 units of any product line (Apple,
Digital, HP, IBM) wishing to discuss an annual service contract with IBM
should
contact Johanne Maguire, 2319 Whitney Avenue, Hamden, 281-2373; fax 281-2335

* Laser Image -- 115 Highland Ave., Branford, 481-4415. Rates: $70/hour

* Team Computer Products Inc. -- 31 Broadway, New Haven, 787-9277; 2 Broadway
Square, North Haven, 239-6923; fax 239-6153; http://www.teamcomputer.com/ --
Rates $75/hour depot (i.e., equipment brought to one of their locations); $90
on-site 


We understand that such transitions are potentially confusing for our
customers, and we thank you in advance for your patience as we work through
the
inevitable kinks and surprises in repair service delivery. Feel free to
contact
me directly with suggestions and concerns. 

Dan Updegrove 

University Director, Information Technology Services, Yale University
175 Whitney Avenue, New Haven, CT 06520
(203) 432-3262; (fax) 432-3330; http://pantheon.yale.edu/~danu/
PGP public key: http://pantheon.yale.edu/~danu/public-key.html