If your Chromebook is physically damaged, or still isn't working after troubleshooting with the SYS Device Support team, it may need to be replaced.
When A Replacement Is Needed
Many issues can be fixed by troubleshooting, so please contact SYS Device Support as your first step. A replacement is usually needed when:
- The device is physically damaged. For example, a cracked screen, liquid damage, popped keys, or a broken charging port or cord.
- A hardware issue remains after you have worked through troubleshooting with a support agent. For example, a frozen or unresponsive screen, a keyboard that won't respond after a factory reset, constant overheating or loud noises, screen flickering, or a camera that won't work.
Shipping The Replacement
As soon the replacement is confirmed, SYS will ship the Chromebook first rather than wait until receipt of the damaged device. The replacement ships within 2 business days and the parent/guardian email on file will receive an automated email with UPS tracking information in order to follow the shipment.
Returning The Damaged Device
Along with the replacement, SYS will send a return kit for the damaged device. Families do not need to buy a box or label. If a family wishes to drop off the returned unit at the PCA office, please indicate so in the ticket and arrangements will be made.
- When the return kit arrives, place the damaged device and charger inside the box.
- To ship it back:
- Apply the pre-printed UPS return shipping label included in the kit.
- Hand the sealed box to any authorized UPS drop-off location or UPS driver.