How to Request a Repair

You can either send us your unit for repair by submitting an RMA request online, or by following the steps below:

STEP 1: Prepare Your Information

Have your customer number and machine information (model and serial #) available to give to the technician.

CDW is an Authorized Service Center for the following manufacturers:

Due to manufacturer policies, limitations and agreements, CDW may not be able to service all computer models or lines made by these manufacturers.

STEP 2: Contact Us

Contact our Technical Support team via e-mail or phone:

E-mail: CDWRepairs@cdw.com

Phone: 800.383.4239

If the issue cannot be resolved by e-mail or phone, a technician will assist you in processing an RMA (Return Merchandise Authorization) number for repair.

STEP 3: Send It Back

Complete and fax the waiver document to 847.465.3455 prior to sending the computer in for service. Follow the support technician’s instructions on how to send the merchandise back.

Repair Center Facts

• CDW Repair Center services computer systems only (laptops, desktops, netbooks, tablets, and servers)
• Typical repairs require 7-10 business days (depending on part availability from the manufacturer)
• All Repair Technicians are factory certified and hold industry standard certifications such as CompTIA A+, Network+, Server+, and ACMT
• Each of our service technicians has over 10 years of technical experience within the computer industry.
• Our facility utilizes 4 layers of ESD (Electrostatic Discharge) protection to ensure hardware safety.

Authorized Service Center

The following list contains models that CDW can and cannot service due to manufacturer limitations and policies. If your machine’s manufacturer is not listed, please email CDWRepairs@cdw.com to see if CDW can be of assistance in repairing your computer.

Manufacturer	Desktop	Laptop	Netbook	Tablet	Server
CDW is authorized to repair Service Net warranties for each vendor listed.

Note: We are not authorized to service any Motion Computing, Panasonic, or Samsung models at this time. Please go directly to the manufacturer for repair service.

Bench Fee

There is a $55 bench fee on all non-warranty service work. This fee is applied to all non-warranty service, even if no service work is performed. This will, however, cover any diagnostic work performed in addition to a technical recommendation regarding the repair.

Software Services

In addition to the bench fee, fees apply for any of the software services listed below.

Factory Operating System Restore - $55

Application Installation - $55

• Up to 2 software packages

Operating System Upgrade/Downgrade - $55

• Plus the cost of the operating system if needed

Virus Removal Without Software - $45

• Does not include anti-virus software
• Windows Updates will be downloaded and installed

Priority Service - $75

• Once received in the Repair Center, a machine will be looked at and diagnosed within 4 hours
• Customer will receive a call on found issue
• Parts can be ordered same day (if the part is not on backorder)

Data Transfer - $100

• From a working drive to another working drive
• Customer must re-install applications in order for certain files to work (Word, Excel, QuickBooks, etc.)
• Not 100% guaranteed
• Entire contents of drive are transferred - not specific files
• The Repair Center is not responsible for missing files

Hardware Installations

In addition to the bench fee, fees apply for the following hardware installations:

• Optical drives
• System boards
• Storage drives
• LCD displays
• Expansion cards (NICS, Modems, USB, Firewire, Video, etc.)
• Any hardware not listed above

Fees
For computers purchased at CDW:

• $50 fee for up to 2 devices
• An additional $50 will be charged for every 2 additional devices

For all Apple hardware replacements:

• $75 fee for up to 2 devices
• An additional $75 will be charged for every 2 additional devices

Data Recovery

Data recovery services cost starting at $249.99 (depending on size and if part of a RAID configuration).

• Lost data may be recovered within 7 to 15 business days depending on the severity of the damage. Customers will be updated by the Repair Coordinators with the status of the recovery throughout the process.
• An RMA (Repair Merchandise Authorization) number needs to be created and approved by the Customer Relations department. The customer also needs to sign a Data Recovery Work Order form and fax it to 847.465.3455. Please email CDWDatarecovery@cdw.com for the document and any further questions or submit a Data Recovery Service Request online.
• If data is not able to be recovered, only an evaluation fee will be charged. CDW Repair Center will enter the charges on the final order.
• Hard drives that are a part of a RAID set are subject to different pricing. Please email CDWDatarecovery@cdw.com for more information.