Deel IT’s Device Repair Service and Hardware Support – Deel

Deel IT provides flexible hardware support, including device repair, with all rentals and purchases. Select the coverage level and duration that best fit your needs.

This article will discuss Deel IT's device repair service and hardware support.

Device Repair Service

Included in all of our rental/purchase options on devices, Deel IT offers customisable hardware support packages where you can choose the length and the level of support you wish to receive from us.

A part of the support is that Deel IT will help troubleshoot and diagnose hardware issues (faults, errors, or accidental hardware damage) on your devices with the help of our IT specialist team, who work globally across different time zones to assist our customers.

Rental contracts on our old terms of service, by default, include our premium support with loaners and extended warranty for the entire duration of the contract, meaning they aren't customizable.

This hardware support covers hardware faults and accidental hardware damage troubleshooting/repairs. For software troubleshooting (e.g., Slack/Zoom/Google Workspace/login issues), clients can add 24/7 Tech Support by reaching out to their account manager.

Self-serve Device Repair Requests

Team members can self-initiate device repair requests through the Deel IT portal. Simply submit your repair request with details about the issue, upload photos if applicable, and our IT team will review it. Once approved, the repair process begins with device collection and delivery managed by Deel IT. You'll receive regular updates on the status of your repair.

Repair or Replacement Decision

When a device issue cannot be resolved during an IT call, our team will assess whether repair or replacement is the best solution. This decision is based on the extent of damage, cost-effectiveness, and the device's remaining useful life. At times, even when repair is initially recommended, once the repair assessment begins, it may be determined that a replacement is more cost-effective, and our Support team will suggest a replacement instead (free or paid depending on warranty). Replacement orders are dispatched as standard new orders through Deel IT and our standard SLAs apply, but they are kept as part of the same Deel IT contract and the same billing schedule.

Deel IT Repair Process Step by Step

When a team member reports an issue with their device, follow these steps:

Submit a repair request: Team members report the device issue through the Deel IT portal or contact our IT team directly with details about the problem.
Add details and photos: Provide a detailed description of the issue and upload photos showing any visible damage. Our IT team may also offer a call to diagnose and assess the issue in real time. We assist with hardware issues but not software issues (unless you have our IT Helpdesk add-on).
Review and estimate: From the information provided, our team establishes whether it is a hardware issue within warranty or accidental damage. If the issue cannot be resolved on a call and our IT team recommends a repair, we reach out to your organisation's IT managers for approval before opening a repair case. For out-of-warranty repairs, we provide an initial quote range based on historical repair cases of a similar nature. The final cost may differ once we receive the repair assessment.
Approve and track: Once approved, the device is collected and sent for repair. You receive regular updates on the status and redelivery timeline.

Loaner Laptops

Loaner laptops are temporary working laptops that are dispatched to your team members as soon as possible to minimise employee downtime. They are the same or lower spec laptops available from our pool of laptop inventory so that your employee isn't left without a working device for long.

You can add a loaner laptop support while placing your order by choosing any length of the standard & loaner support package.
Contracts on our old terms of service already include a loaner laptop by default for the entire duration of the contract.
At the moment, you can't upgrade to a loaner package once you have placed the order and locked in the contract, though we hope to offer the option soon.

Collection and Delivery

Deel IT takes care of all the logistics associated with repairs, loaners, and replacements, keeping you informed of all updates. This means that you don't have to do a thing once the repair is approved.

Whenever a repair case is opened and approved by your organisation manager(s), our Repair team contacts the team member to start and manage the process of retrieving the device. We provide packaging, pre-paid shipping labels with instructions, and arrange collection to the manufacturer's repair facility or back to us based on the user's availability and noted preferences.
In some instances, we can arrange an on-site Engineer if preferred. This may depend on the product being repaired and where the team member is located.
The repair team keeps team members updated on the progress of their device repair so they know when to expect redelivery. Following the delivery of their repaired device, a collection of their loaner laptop will be arranged (if applicable).

Managed Repairs Service with Device Lifecycle Management Subscription

Deel IT's Device Lifecycle Management (DLM) subscription includes a comprehensive managed repairs service. This premium offering combines device repair, replacement, and support into a single, predictable cost structure. With DLM, your organisation benefits from priority support, extended warranty coverage, managed device collections, and seamless repair-to-replacement workflows. All logistics are handled end-to-end by Deel IT, minimising downtime and administrative burden for your team.

Important Details

Cannot cancel once sent for repair: Once a device has been sent for repair, we cannot halt the repair process. Please ensure the repair request details are accurate before approval.

Additional damage may increase costs: We rely on the cooperation of the team member to provide an accurate and forthright description of the damage. Any additional damage found during the assessment by the manufacturer will be further charged to the customer organisation.

Warranty coverage: Deel IT's extended warranty covers manufacturing defects and accidental hardware damage (depending on your selected coverage level). It does not cover software issues, intentional damage, or normal wear and tear beyond reasonable use.

Frequently Asked Questions

1. How long does a device repair typically take?

Repair timelines vary depending on the type of damage and the manufacturer's repair schedule. Most repairs are completed within 5–10 business days. You'll receive updates throughout the process. If you have a loaner laptop service, a temporary device will be dispatched immediately to minimise downtime.

2. What if my device is older or out of warranty?

Out-of-warranty repairs are still available and covered by Deel IT's repair service. You will receive a quote for the repair cost, which may be based on the extent of damage and parts required. Your organisation approves the quote before repair begins.

3. Can I repair my device myself instead of using Deel IT's service?

If your device is part of a Deel IT lease or purchase agreement, all repairs must go through Deel IT to maintain warranty coverage and device integrity. Self-repairs may void your warranty.

4. What happens if the repair cost exceeds the initial quote?

If additional damage is discovered during the repair assessment, we will notify your organisation's IT managers and provide an updated quote. Repairs do not proceed beyond the approved estimate without additional authorisation.

5. Is there a charge for the loaner laptop service?

Loaner laptops are included in the premium support packages. If you selected a loaner package when you ordered your devices, there is no additional charge. If you didn't include loaner support, you can contact your account manager to discuss adding it for future device orders.

6. What if I need my device back urgently?

Contact your account manager to discuss expedited repair options. Depending on the issue and repair location, expedited services may be available at additional cost.

7. Can I choose where my device is repaired?

Device repairs are typically handled by the manufacturer or an authorised repair facility. Deel IT coordinates the logistics and ensures the most efficient repair pathway. In some cases, on-site repair by an engineer can be arranged if the device type and your location support it.

8. What's covered under accidental damage?

Accidental damage includes drops, spills, impacts, and other unintentional physical damage. It does not include intentional damage, normal wear and tear, or cosmetic-only damage. Review your specific coverage level for details.

9. Do I have to pay for shipping the device back?

Deel IT arranges and pays for all shipping associated with repair and loaner logistics. Pre-paid shipping labels are provided, and collection can be arranged based on your availability.

10. What if the repaired device still has issues after it's returned?

If the repaired device develops the same issue again within 30 days of return, contact our Support team immediately. We will arrange a re-repair or replacement at no additional cost.

11. Can I upgrade my support level mid-contract?

Support level changes depend on your contract terms. Contact your account manager to discuss upgrade options available to you.

12. How do I submit a device repair request?

Team members can submit repair requests through the Deel IT portal or by contacting the Support team. Include details of the issue, any error messages, and photos of visible damage if applicable.

13. Is software troubleshooting included in device repair support?

No, hardware support covers physical device issues only. For software troubleshooting (login issues, application errors, etc.), you can add 24/7 Tech Support to your subscription. Contact your account manager for details.

Deel IT Hardware Support

Included in all of our rental/purchase options on devices, Deel IT offers hardware support packages where you can choose the level of support you wish to receive from us.

Hardware support

Deel IT offers a managed hardware support service for devices you purchase or lease through us. This service is included for the full lease term or one year after you buy a device.

Hardware support refers to the repair or replacement of the physical components of a device. This includes things like laptops, monitors, keyboards, or internal components such as hard drives or batteries.

Examples of hardware issues:

Device not turning on
Laptop not charging
Laptop screen not working

If the issue occurs while the device is still under manufacturer warranty or Deel IT's extended warranty, the repair or replacement is usually free of charge.

See Deel IT's Global hardware support services terms here.

What does Deel IT's Global Hardware Support cover?

Here's what you need to know:

"Within warranty" means the issue is covered by the original manufacturer's warranty. Deel IT will handle the repair or replacement at no extra cost if the issue is covered.
Customers can choose to purchase an Extended Warranty, which continues coverage even after the manufacturer's warranty ends.
If a device breaks outside of warranty (e.g., it's damaged, lost, or the issue isn't covered), the customer must cover the repair or replacement cost.
Deel IT offers loaner devices during repairs for customers with the appropriate subscription, and we aim to resolve issues quickly.

What's not included in Deel IT's hardware support?

Deel IT does not cover issues arising from software-related problems.

Examples of software issues:

User is locked out of the account
IT systems issues (e.g., Issues with Slack, Zoom, Google Workspace)

For software-related issues, Deel IT offers customers the option to add 24/7 Tech Support. To access this benefit, your organisation must be subscribed to Deel IT's 24/7 Tech Support service. For more details, please contact your account manager.

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