Frequently Asked Questions (FAQ)

What is your current turn-around time?
When is a good time to bring my machine in?
What is the status of my repair?
When will my computer be ready?
Where are you located?
Do you stock parts for repair?
Can I keep my machine while you order parts?
I don't want to be without my machine any longer than necessary. Can I expedite my repair?
Can you give me an estimate for the cost of repairing my computer?
I need data recovered from a failing hard drive. Can you recover it?
My computer needs a hard drive replacement. Will the new drive have an operating system and my programs on it?
Do you have any rentals available?
I rented a computer from you and I am having problems with it. What should I do?
Can I buy my own parts for you to repair my machine?
Can someone pick up my computer on my behalf?
How do I pay for my repair?
I am an employee of UW-Madison, and my on-campus machine needs service. Can you pick up and drop off the machine for me?
Can I have my computer shipped to me off-campus after repair is complete?
My computer has a virus. What do I do?
Where can I get help buying a computer?
I want to recycle my computer. Where can I drop it off?
If I pick my computer up after it is repaired and it's still broken or has new symptoms, what do I do?
I think my computer is under warranty but I'm not sure. How do I check?
I need a quote for computer repair for insurance purposes. Can you provide a quote?
Where do I pick up my computer after it is repaired?
My question is not listed here or I have feedback. How can I contact you?

What is your current turn-around time?
Our turn-around time varies depending on our current workload. Contact us for an estimate. In general, warranty repairs tend to take less time than time and materials repairs.

When is a good time to bring my machine in?
It's best to bring your machine in as early in the week as possible (i.e. early Monday mornings). We are not open on weekends so machines checked in on Friday will not be worked on until Monday.

What is the status of my repair?
You can always check the status of your repair online. The updates provided there appear in real-time, so you will always see the latest updates available.

When will my computer be ready?
A technician will always either call or email you (based on your preference) the moment your machine is ready. You may also check your repair online if you would like to see the most recent status of your repair.

Where are you located?
DoIT Repair is located in the Computer Sciences building at 1210 W. Dayton Street. This is where you can talk to repair staff in person and where your machine will be repaired. We also have two drop-off locations at the DoIT Memorial Union Help Desk and the DoIT Health Sciences Help Desk. See our Contact Us page for maps, hours, and parking information.

Do you stock parts for repair?
We do not stock parts for repairs. For any repairs requiring parts, we must place an order and have them shipped here. The wait time varies from overnight deliveries to a couple of business days.

Can I keep my machine while you order parts?
No. We need your machine for diagnosis. Otherwise, we could order the wrong part or not order all the parts necessary, and you would be liable for labor charges and cost of parts.

I don't want to be without my machine any longer than necessary. Can I expedite my repair?
We offer both next-business-day and two-hour guaranteed response times for repairs. However we can only expedite repairs if a technician is/will be present to take on the repair within the allotted time. If you are interested in expediting your repair, contact us about technician availability. Please see our Computer Repair page for expedited rates for our various types of repairs and services.

Can you give me an estimate for the cost of repairing my computer?
We can provide general estimates for virtually all repairs. We cannot provide exact quotes, however, until the machine has been checked in and properly diagnosed.

I need data recovered from a failing hard drive. Can you recover it?
Due to the volatile nature of failing hard drives, we cannot guarantee data recovery. Please see our Data Services page for more information.

My computer needs a hard drive replacement. Will the new drive have an operating system and my programs on it?
Virtually all replacement hard drives receive a fresh install of the operating system that was installed on the previous drive. Programs that you installed, such as the Microsoft Office suite and Adobe products, will not be reinstalled.

Do you have any rentals available?
Our rental inventory varies day to day. To find out if/how many rentals are available, email us at rentals@doit.wisc.edu.

I rented a computer from you and I am having problems with it. What should I do?
See the rental agreement form provided at the time of rental, or email us at or stop in at the Computer Sciences Help Desk at 1210 W. Dayton to speak with a Repair and Departmental Support staff member.

Can I buy my own parts for you to repair my machine?
We recommend that our technicians diagnose your machine and order the parts on your behalf. This ensures we can verify the problem and order all of the parts necessary to fix it. Parts you give us might not fix the problem, but you must pay the labor charges associated with installing the part(s), as well as any additional labor or parts to correct the attempt if it fails to correct the issue. In addition, the repair would not be covered under our 30-day shop warranty if your part fails within 30 days after you pick up your machine.

Can someone pick up my computer on my behalf?
Yes. Simply Contact us with the name of the person who will pick up the machine (please note that only the person under whose name the computer was checked in can call to make this request).

We will ask the person to verify his or her identiy before we release the machine. If there are any charges associated with the repair, contact us with payment ahead of time or have the person picking up the machine pay for it then.

How do I pay for my repair?
We accept a variety of payment forms for both individuals and departments. Please see our Billing & Payment page for more information.

I am an employee of UW-Madison, and my on-campus machine needs service. Can you pick up and drop off the machine for me?
We offer free pickup and delivery for machines at departmental locations. Please see our Service Request page for more information.

Can I have my computer shipped to me off-campus after repair is complete?
We can ship your computer to virtually any US address. Shipping will require payment information provided up-front as well as the desired shipping address. All items are shipped via UPS and can be insured at your discretion. Tracking numbers are provided upon request.

My computer has a virus. What do I do?
The Help Desk offers free virus and spyware removal. They also provide support for computers experiencing operating system/program errors or if you have trouble installing an operating system/program. Please contact them for assistance.

Where can I get help buying a computer?
The DoIT Tech Store sells new Apple and Dell computers, as well as many additional IT products and accessories. They provide consultation and information on returns, warranty extension and software licensing.

I want to recycle my computer. Where can I drop it off?
Bring computer components to the Help Desk at 1210 W. Dayton St. For information about recycling see https://helpdesk.wisc.edu/page.php?id=12022.

If I pick my computer up after it is repaired and it's still broken or has new symptoms, what do I do
Bring your computer back to the Help Desk, 1210 W. Dayton St., as soon as possible. We cover virtually all repairs under our 30-day shop warranty, which means labor and parts are covered if the issue is related to the previous repair. If you can't stop at the Help Desk Contact Us as soon as possible.

I think my computer is under warranty but I'm not sure. How do I check?
For Dell and Apple computers, see our Warranty page for help with checking your warranty. For all other computer manufacturers, see our Manufacturer Support page for links to support pages.

I need a quote for computer repair for insurance purposes. Can you provide a quote?
We can diagnose virtually any machine for the purpose of repair or estimates. For estimates, we can provide a written evaluation with cost estimates for the potential repair. Please note that diagnoses are $70, and you must pay that fee when you pick up the estimate and computer.

Where do I pick up my computer after it is repaired?
Your machine will be scheduled to ship back to the location where you dropped it off. The shipping each way is about one business day for drop-off locations. If you would like to pick up your machine as soon as the work is completed, you may pick it up at Computer Sciences. Please indicate your pick-up preference when dropping off your machine, otherwise the machine will automatically ship back to its drop-off location.

My question is not listed here or I have feedback. How can I contact you?
Please see our Contact us page.