Support and Warranty Information

For purchases made through PDS and the Marquette University College of Engineering Laptop Program
Please contact PDS Client Care at 877-737-7211 (877.PDSPC11) or clientcare@pdsit.net. Please have your quote number ready when contacting the PDS Service Desk. Hours for support are Monday - Friday, 8 a.m. - 5 p.m.; excluding holidays. Requests received after normal business hours will be processed the next business day.

When calling about an issue, the PDS Service Desk will attempt to troubleshoot over the phone and order parts if needed. A PDS technician will go on-site to the Marquette campus once part is received, usually within 24 - 48 hours. If issue is determined to be due to accidental damage, student will need to pay for the cost of repair unless accidental damage warranty has been purchased.

If the Solid State/Hard Drive is damaged and replaced, the student will be responsible for installing a new Operating System. The IT Services Wired Office can assist with Operating System installations. They are located in Cudahy Hall, Room 238.

Calls from students when out of state

If a student has an issue that requires a part to be replaced while they are off campus, please us the following process:
  • Call the HP or Lenovo support phone number
    • HP Contract Support: 1-844-732-9070
    • Lenovo THINK Support: 1-855-669-3600
  • When you call, please have the following information readily available:
    • Contact name, callback number and shipping information
    • Device serial number
    • Brief description of the problem
  • HP or Lenovo support will go through basic troubleshooting so have the device readily available.
  • If the issue cannot be resolved over the phone, they may schedule an on-site repair. On-site service should be available within 1 - 2 business days depending on the device location, service volume and part availability.
  • In some cases, HP or Lenovo may dispatch a shipping box to return the device for repair. Turnaround time for this service varies, but generally it is completed within a week.
HP and Lenovo notebooks purchased through PDS and the Marquette University College of Engineering Notebook Purchase Program have enhanced warranties providing four years of parts, labor, and next-business-day on-site service. Using a service provider other than PDS, HP or Lenovo, or attempting to service the notebook on your own will void the warranty.

Order Status/Updates
  • Your order will be processed within the next business day once submitted.
  • The standard delivery time of the laptop to you is no less than 30 business days from the day you place your order. Orders cannot be expedited due to reasons beyond the control of PDS and Marquette University.
  • If after 30 business days you have questions related to order status, please contact the PDS Service Desk during regular business hours. Be sure to have the quote number available from your order confirmation email.
  • You may receive ordered accessories prior to 30 business days and separately from your laptop.
  • You will receive an "Order Shipped" email with tracking information once your laptop has shipped.
Billing
  • PDS will pre-authorized your credit card when you submit your order to assure funds are available to cover your order. This is not an actual charge to your credit card.
  • Your credit card will be charged immediately prior to your items being shipped and your invoice will be emailed to the email address provided with your order.
  • If you have questions related to billing, please contact the PDS Service Desk during regular business hours. Be sure to have the quote number available from your order confirmation email.
Returns
  • All return requests must be processed within 30 days of the original invoice date. If after 30 days, no products return requests are accepted.
  • No products will be accepted for return until PDS has approved the return and determined the product to be fully factory sealed in fully resalable condition, defective or Dead on Arrival (DOA).
  • If you have been approved for returning a product for a refund or credit, PDS reserves the right to charge up to a 30% restocking fee.
  • If you have questions related to returning equipment purchased from PDS, please contact the PDS Service Desk during regular business hours. Be sure to have the quote number available from your order confirmation email.