General Questions

Can students, faculty, or staff use this service?

This service is for Cornell owned Dell equipment only. Students, faculty, or staff with a personally-owned Dell computer under warranty and in need of repair should take it to the Cornell Store, or contact Dell directly.

If you are using a Cornell-owned computer, under Dell warranty, in need of repair, contact your department's IT or technical support staff to have them arrange for this service. 

Who is my technical support provider?

If you're unsure, ask someone who provides administrative support for your department--they should know.

If your department doesn't have a tech support staff but, your Dell equipment is Cornell-owed, the Computer Hardware Repair Team can help troubleshoot and repair please use the Request Warranty Service form to submit a request.

Does this service cover Dell servers, printers, or other products?

Some server components can be requested on a case by case basis. Printers are not serviced at this time.

Questions For Technical Support Providers

How do I request service?

See the Request Warranty Service page for more information.

How do I verify if a Dell computer is under warranty?

Use the form on the Dell Support site to check if your device is under warranty.

What repairs are not covered by the Dell warranty?

You can find more information about ProSupport and Basic Hardware Service warranty coverage on the Dell Support website. We can request parts directly from Dell at a cost to the unit to repair equipment that is not covered. You will received a quote from our team that can be retrieved in E-Shop for easy purchase and have it shipped directly to us to install or to your office and we can come and install it for you.

Cost for our team to install non warranty parts is $70.00 per hour, 1 hour minimum to be billed to a units provided account number.

Where will the repairs be completed, and is off-campus service available?

Hardware repair can be performed by Cornell's CIT Computer Hardware Repair Team, at 337 Pine Tree Road (East Hill Plaza). Customers can also request an in-person repair at their campus address. We request enough space to setup for the repair. For customers outside the Ithaca area, The Hardware Repair Team can request a Dell repair dispatch to a customer's home.

How long will it take to complete repairs?

The Dell hardware technician will provide you with an time estimate after the problem is diagnosed.

What if the repair is not covered under warranty?

The computer will be returned to you and a quote can be requested from Dell for a paid parts repair.

What if the computer is covered, but the technician can't fix it?

If the computer can't be repaired, the technician will request we send it into the Dell Depot for advance troubleshooting and repair. This process can take upwards of 2 weeks. If the computer is un-repairable after exhausting all paths for repair the technician will advise you of the process to request a replacement computer from your Dell sales representative.

Does emergency service cost extra?

Emergency warranty repair is available during normal business hours 8:00am-4:30pm M-F at no extra charge. Please contact CIT Support to schedule emergency warranty repairs.

I'm a Dell Certified Technician on the Cornell campus. Can I request Dell parts from CIT Support to complete repairs myself?

CIT Support will not be able to provide Dell parts to Dell Certified Technicians or TSPs.

Do I have to use this service, or can I also work with Dell?

Both options are available to you, at your discretion. We think you'll find that CIT Support's on-site warranty service is more convenient and responsive and we encourage you to contact us.