This page contains information on how to get help with faulty devices. It also includes information on repairs and what to do if your device is either lost or stolen.
What we offer
DTS can only provide hardware repair and support for LSE owned assets.
Warranty repairs for Apple (4 year XMA return-to-base warranty from purchase) and HP & DELL hardware (3 year onsite warranty from purchase), can usually be done at no cost to the Department/Division. We can also offer out-of-warranty repairs, but the budget holder will need to cover the costs.
For users who have purchased Apple care for their device, please contact Apple directly or go to an Apple Store and they will repair or replace your device as appropriate.
Repair an LSE mobile device (laptop/tablet/phone)
Please note: This is an appointment-based service which you will need to book with the Hardware Asset Management (HAM) team.
Contact tech.support@lse.ac.uk to log a ticket and provide the following information:
- Asset tag
- Current user
- Description of the issue, including any screenshots of error messages if possible
The team will be in contact to troubleshoot your issue and if further investigation is required, you will be sent a link to make an appointment. When booking the apppointment, you will need to confirm the following information:
- Tech Support ticket number
- Confirmation that you have backed up your data
- The reason for why the device is being dropped off
When attending your appointment, you will need to bring your device and charger, (if applicable), for an initial assessment, where a member of the Hardware Asset Management (HAM) team will ask you a few questions to help diagnose the nature of the issue.
We strongly recommend that you back up your data prior to bringing in your device. If, after diagnosis, we discover that the issue is hardware related, we may need to wipe it to perform the repair. We will notify you in advance if this is the case. Once your device has been repaired, it will be returned and the team will help or advise on reinstalling any previously installed software or settings.
DTS is not responsible for backing up the data on your device however, we are able to advise on how to do this.
For further information on securely backing-up your data, please click here.
If the team are unable to carry out the repair in person, they will arrange a repair by the manufacturer under the device's warranty, which may entail sending it off campus. You will be offered a loan device whilst yours is being repaired, if required.
If the device is not covered under warranty or accidentally damaged, the HAM team can arrange for a no obligation quote from our suppliers to repair the fault. If you wish to go ahead with the repair, you will need to provide a budget code, as this is a chargeable service.
Devices that are accidentally damaged are not covered by warranty repairs or the School's insurance.
When assessing a device that requires an out of warranty repair, DTS may recommend purchasing a new device instead. This is because it would be more economically viable due to the device being out of warranty, end of life, or simply beyond reasonable repair.
DTS hold the right to remove an LSE asset from use if it no longer meets the minimum specifications or cyber security requirements.
Users are responsible for keeping LSE issued assets in a good, clean condition. DTS reserves the right to assess if any asset has been improperly cared for.
Users must ensure that assets (including accessories, cables, chargers etc.) that become damaged are reported to DTS via the IT Service Desk (tech.support@lse.ac.uk) at the earliest opportunity.
Repairs will not be offered for accessories, chargers or cables. If one of these items is faulty, then it is cheaper to buy a replacement.
Any lost or stolen LSE IT assets must be reported immediately to DTS.
If the asset is lost or stolen on School premises, LSE Security must also be notified by either visiting any of the reception desks or by contacting the Control Room on ext. 2000 (020 7955 6555).
To report a lost/stolen device contact the DTS Tech Support team and provide the following information:
- Asset tag number
- User details (name, LSE email address, account logon)
- The circumstances surrounding the loss
Tech Support will ask you to do the following:
- Confirm whether you were able to remotely wipe the device? (If not, Tech Support will attempt to do this).
- Change your LSE password and Multi-Factor Authentication (MFA)
- Confirm if any confidential or restricted information was stored on the device
In the event that a device is lost or stolen, DTS are not responsible for the cost of a replacement.
You must exercise maximum precaution in any public environment - do not leave your device unattended at any time.
When at public meetings, events, conferences or hotels, you must always use secure storage facilities when your device is not in use.