Video Transcript

Hello my name is Attilio, Video Editor here at Idealogical and usually I’m on the other side of the camera but for the purpose of this video I’m here to talk to you about something very important: how to properly pack and send in your machines to us at Idealogical.

Sometimes, for one reason or another, your computer issues can’t be resolved through remote assistance. If that happens, your Idealogical technician might need you to send in your machine for repair.

In order to fix the hardware we first have to make sure that it shows up to us in one piece. Usually this isn’t a problem, but sometimes things just happen in transit and your hardware can get knocked around and broken. If you want to cut down on that risk the best way to do that is to make sure it is packed properly. Believe it or not, there is a right and a wrong way to pack your stuff before you send it to us.

When you’re sending in your computer, remember to include the machine’s power cord. Unplug any peripherals, and make sure the disk drive is empty. You don’t need to send in any other parts, like the keyboard or mouse, unless specifically mentioned by your technician. You will, however, need a box, bubble wrap, packing paper and packing tape.

When packing hardware, it is important that you ensure that it is well protected. The best practice would be to use the original box that the equipment came in with the associated padding. If you don’t have the original box, just find a box that will fit the equipment plus any extra padding you need to ensure it is safe.

Just as an example, let’s say you have to send a laptop. First, you need to line the bottom of the box with packing paper. Before placing your computer in the box, wrap the item in bubble wrap. Once it is completely wrapped and secure, put it in the box and fill in the rest of the space in the box with packing paper. Next, wrap the power cable and place it in the box. Fill the rest of the remaining space with packing paper and tape the box shut. Label the box with our office address, and be sure to include your return address and the associated ticket number.

Once we get the hardware, we’ll let you know by updating the associated ticket. Our dispatcher will schedule your technician to work on your machine, and give you an estimate as to how long it will take for that machine to be fixed. Shipment to and from the office isn’t covered as part of the service agreement, so the choice of courier is up to you. And when it’s time for us to return the machine back we’ll check with you about which courier you want to us, or you can choose to come in and pick up the machine up yourself. If you have questions about what to send in, or when, or how the process works, just send us an email or give helpdesk a call, and we’ll be there to give you whatever information you need.