Apple Computer Hardware Repair 

Apple warranty computer hardware repair and parts quotes from the Computer Hardware Repair Team may be requested by Cornell staff, faculty, or students. Cornell-owned dev with a business or personal use Apple Computer. 

• Apple requires troubleshooting to determine whether warranty service is necessary. Diagnostics must be run. Instructions can be found on Apple's support page.
• Verify that the computer is eligible for warranty work. Check your coverage directly with Apple. You will need the device's serial number.
• Run iCloud backup or other backup system to ensure no data is lost before the warranty service.
• TSPs will be responsible for restoring data and reinstalling software, if necessary, after the repair is complete.

Products Eligible for Warranty Repair

This service covers Apple laptop and desktop computers, which are:

• Owned by Cornell University or owned by Cornell staff, faculty or students 
• Under the Apple limited hardware warranty period
• Purchased with Apple Care or Apple Care+ extended warranty coverage.

Determine if an Apple Computer Is Under Warranty

Apple offers an easy-to-use online form to check if a computer is under warranty. Simply enter the computer's serial number found in the "About this Mac" menu or printed on the bottom of the device in the form.

Submit Your Request for Warranty Service

Request warranty repair service by submitting a request through either the Cornell-owned or Personal online form.

We require the following information to start a warranty repair request.

• TSP's name, NetID, and phone number when applicable
• Customer's name and phone number
• Primary contact for repair (TSP or Personal Device Customer)
• Apple computer model
• Apple Serial for the computer
• Warranty Coverage and End Date
• Location of the computer, including the building and room number
• Description of the problem
• Photos of any on-screen errors or diagnostic errors, and any visible damage. Photos help us expedite repair requests with Apple.
  • If an LCD is broken or defective, a picture must show the entire screen (all 4 corners) in one photo. 
  • For Track/Touch Pad and Keyboard issues, Apple requires a photo of the entire palm rest. 
• Type of repair requested
• Summary of troubleshooting already completed.
• Whether the macOS has been updated to the latest version or is ok for us to update if needed.

Once we receive the request, a Computer Hardware Repair Team Technician will assess the problem and determine the next steps.

• If appropriate troubleshooting, necessary photos, and warranty information is complete and valid, the technician will contact the customer to schedule the warranty repair.
• If the technician determines that the repair is not covered under warranty, the computer will be returned to you and a quote can be requested from Apple for a paid parts repair.
• Tickets will be handled as they are received (FIFO).
• Cornell leadership can escalate tickets as required.

Non-Warranty Repairs

In the event you have an Apple computer that has damage or issues not covered by the warranty, the Hardware Repair Team can request a parts quote from Apple. These parts will be at a cost to the customer and include:

• a $99 diagnostic and labor fee for the first hour 
• a charge of $70 per hour after the initial hour (billed in one-hour increments)

Request a repair quote through either the Cornell-owned or Personal online form. Quotes received from Apple will be sent back through TDX to the request ticket that will email the customer or TSP for payment.