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.

[ACCORDION] Deel IT repair process step by step

When a team member reports an issue with their device, we will first begin by providing some simple troubleshooting steps. Many issues are often resolved at this stage.

If the issue persists, we may offer a call with our IT team to diagnose and resolve the issue during the session.
We will assist with hardware issues but not any software issues (unless you have our IT Helpdesk add-on).
From the information provided by the team member or during our IT assessment, we establish whether it is a hardware issue and within warranty claim or accidental damage/user damage.
If the hardware issue cannot be resolved on a call and our IT team recommends a repair, we will reach out to your organisation's IT managers for approval of the repair before we open a repair case and collect the device.
If it is outside of warranty, we provide an initial quote range for the repair based on historical repair cases of a similar nature. Depending on the assessment of the damage upon repair, the final cost may be more than the initial quote or may be less, which we will confirm once we receive it. For example, internal or additional damage may be found.
Please note that once the device has been sent for repair, we cannot halt the repair process. We are reliant on the cooperation of the team member to provide us with 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.

[ACCORDION] Device repair versus replacement

As mentioned in the previous section, if an issue cannot be resolved during our IT call, the team will recommend a repair, or they may recommend a completely brand-new replacement, depending on their assessment.
At times, even when the team recommends a repair, after the repair begins, it may be determined that a replacement is more cost-effective for our customer, so in those instances, the 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 will apply, but they are kept as part of the same Deel IT contract and the same billing schedule.

[ACCORDION] 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.

[ACCORDION] 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 gets in touch with the team member to start and manage the process of retrieving the device from them. The team provides 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 also 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).

[/ACCORDION]

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 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 organization must be subscribed to Deel IT’s 24/7 Tech Support service. For more details, please contact your account manager.

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