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Hardware & Software

frequently asked questions

Consultation

How do I know which product will best fit my needs?
Is there someone I should talk to?

Placing an order

I am ready to place an order. What do I do?
Should I purchase a warranty?
Do I need approval for all departmental purchases?
I am placing my order. Is there anything I should be aware of?
I want a product that is not on the ITS recommended list. What do I do?
I've placed my order.  When will it arrive?

Problem with an order

I received my order and it is not what I wanted. What should I do?
I received an item and it doesn't work.  What should I do?
I am having problems with a vendor. Who can help me resolve them?

On-campus support

Is there a place on-campus that repairs hardware?

Q. How do I know which product will best fit my needs? Is there someone I should talk to?

A. Contact your Technology Consultant (TC) to discuss your needs. He or she will be able to help you select a product or consult with others in Information Technology Services to determine the correct choice for you or your department.

Q. I am ready to place an order. What do I do?

A. If the product you are ordering will require an ITS staff member's assistance for set up, you should notify your Technology Consultant before you place your order.  This will allow your TC to schedule enough time to properly set up your product or consult with other ITS staff members about potential issues that may arise. 

In most cases, departmental purchases need the approval of the department administrator, chair, or dean. 

Once you have received approval, and contacted your TC, you can make your purchase through the vendors links available at the BC Procurement web site /buy. You may also contact the Procurement Office directly at 2-3055.

You may use your P-Card or a Purchase Order to place your order. Be sure to read BC's Procurement Policies regarding the use of P-cards and POs and about the bid process.

If you need help, you can send an email to bc-hardware@bc.edu or bc-software@bc.edu.

 

Q. Should I purchase a warranty?

A. Yes.  ITS strongly recommends you purchase any warranty that is available. 

 

Q. Do I need approval for all department purchases?

A. Yes. In most cases, departmental purchases need the approval of the department administrator, chair, or dean.

 

Q. I am placing my order. Is there anything I should be aware of?

A. When you place your order, be sure to use the correct shipping address:

Name
Boston College
140 Commonwealth Ave.
Building Name, Room Number
Chestnut Hill, MA 02467

Also, be aware of the vendor's return policy.  Be sure to note a means to contact the vendor should any post-sales issues arise.

Finally, purchase all warranties or service contracts that are available for the product.

 

Q. I want a product that is not on the ITS recommended list. What do I do?

A. All of the products that Information Technology Services recommends meet or exceed the university standards. Major hardware, such as printers, laptops, and desktops, can be repaired at the Boston College Hardware Repair Center.

You should contact your Technology Consultant (TC) if you feel that a certain product or brand would better suit your needs. Your TC will arrange a consultation with a specialist to ensure your purchase will meet the university standards, and will function properly within the Boston College infrastructure.

You should consult with Network Services when considering purchasing network equipment.  You can request a consultation by emailing, netserv@bc.edu.

 

Q. I've placed my order.  When will it arrive?

A. If you have placed an order with Dell or Apple, you will receive an order number shortly after your order is processed. You can track your order by visiting http://www.apple.com/orderstatus or at http://www.dell.com.

If you have made a purchase from another vendor, be sure to ask for an estimated time of arrival (ETA) and a tracking number. You can get a tracking number from the vendor once your order has been shipped. If your order has not been shipped, you should contact the vendor for an update on your purchase.

 

Q. I received my order and it is not what I wanted.  What should I do?

A. Each vendor has a different return policy. Be sure to familiarize yourself with the vendor's policy before you place your order. In many cases, vendors including Dell and Apple, will return an order within 30 days with "no questions asked".

You will need to contact the vendor before you attempt to return the product to receive approval of the return and credit once the vendor has received the returned product.

 

Q. I received an item and it doesn't work.  What should I do?

A. Generally, if a product fails upon first use, the vendor or manufacturer will take it back and replace the product. If you have had the product for more that 30 days and it fails, refer to your warranty or service agreement.

University owned computers, and printer can be serviced at the Hardware Repair & Distribution Center. Contact your Technology Consultant to issue a service request.

 

Q. What types of hardware can be repaired at the BC Hardware Repair Service Center?

A. Yes. Certain types of hardware, such as department owned computers, and printers, can be repaired at the Hardware Repair & Distribution Center. Contact your Technology Consultant to issue a service request.

 

Q. I am having problems with a vendor. Who can help me resolve them?

A. You can send an email to bc-software@bc.edu or bc-hardware@bc.edu.  Please give a detailed description of the problems you are having.