Help Desk Repair

This document provides a brief over view of Help Desk Repair procedures and addresses services available.

What happens when I give Help Desk Central my computer?

They will be asked to sign a release form, provide their UIN, and provide a working email address and/or phone number. The campus member will be notified when their computer is ready. A campus member has 90 days to pick up the computer. After that time, the computer will be taken to Texas A&M's Surplus facility.

What repair services does Help Desk Central provide?

Operating System (OS) Installation ($35)

To check in your computer for an OS installation, you must bring the following:

  • if it is a desktop computer, the tower.
  • if it is a laptop computer, the laptop and the power cord.

Note: File backups are the responsibility of the campus member

  • the original OS CD/DVD, system recovery/restore CD/DVD, or an OS product key. There may be multiple CDs or DVDs that are part of a series.

Note: Original OS CDs/DVDs and system recovery/restore CDs/DVDs must belong to the computer being checked in. Trying to install an OS with a CD/DVD meant for another computer will result in a non-functional computer and missing data.

If the campus member cannot find the original CD/DVD that came with the computer:

  • For Windows XP or Vista, they should purchase an upgrade license from the Texas A&M Division of Information Technology Software Store.
  • For Windows 7, HDC can attempt to use the product key sticker on the computer.
  • If the Windows 7 product code on the computer does not work, a license can be purchased at software.tamu.edu.
  • For Mac OS X, they must verify to HDC which version was originally installed. If not, they should purchase another license. Unfortunately, the Software Store does not sell Mac OS X.

The computer will first undergo a hard drive scan and a memory scan. Computers with corrupt hard drives and/or failing memory will not be worked on until the campus member brings in a new hard drive and/or memory. At this point, the campus member has the option to pick up the computer without having the OS installed and to have the $35 fee waived.

HDC will install:

  • The OS.
  • All the necessary drivers.
  • All the necessary OS and antivirus updates.

Note: HDC will NOT install any programs not included in the operating system (except an antivirus program). This means that the campus member must install the programs themselves after they check out their computer from HDC. Such programs include (but are not limited to) Microsoft Office, Adobe Acrobat, internet browsers, iTunes, AIM, Pidgin, Winamp, Roxio Creator, and VPN clients. If these (and other) programs were installed on your computer when you first purchased it, this does NOT mean that they will be installed on your computer by HDC. If you are uncertain if HDC will install a particular program on your computer along with the new OS, please ASK about specific programs.

Virus/Spyware/Malware Removal (No Charge)

To check in their computer for a virus/spyware/malware removal, a campus member must bring:

  • if it is a desktop computer, the tower.
  • if it is a laptop computer, the laptop and the power cord.

The computer will first undergo a hard drive scan and a memory scan. Computers with corrupt hard drives and/or failing memory will not be worked on until the campus member brings in a new hard drive and/or memory. At this point, the campus member has the option to pick up the computer without having the virus/spyware/malware removed and to have the $35 fee waived.

HDC will remove all viruses, spyware, and malware from the computer. If the computer has an antivirus program with a current license, HDC will update the program. If the computer does not have an antivirus program with a current license, HDC will install a free antivirus program (using TAMU's license of McAfee unless otherwise requested by the campus member).

Note: If the virus cannot be removed, the owner has the option to do an OS reinstall.

Inspection (free)

A work order for an inspection is a catch-all for computers that are checked in for something that is not an operating system installation, data backup, or virus/spyware/malware removal. An inspection is usually meant to determine what the cause of a problem is (e.g. a slow computer, blue screens, missing audio, etc.) and often leads to a work order for an operating system installation or virus/spyware/malware removal. The campus member will be contacted if a new work order is recommended, and they will have the option of picking up their computer at no charge or proceeding with the new work order (with the associated $35 fee).

The Division of IT Computer Repair Shop

The Computer Repair Shop is authorized to do warranty work on Dell and Apple computers. When a campus member at HDC has a Dell or Apple computer that is still under warranty and CANNOT be fixed by an operating system re-installation, the campus member is referred to the Computer Repair Shop. The campus member has the option of checking in the computer with HDC (for the Computer Repair Shop to pick up).

Repair prices:

  • As of February 1, 2013, the Computer Repair Shop will charge a $35 diagnostic fee for all computers.

  • If repairs are needed, you will be charged for any parts plus any data backup. These charges will be quoted before any repairs are done.

  • Warranty work on Dell or Apple computers is free. You will be charged for parts not covered by warranty.


If you have any further questions, please email helpdesk@tamu.edu or call us at 979.845.8300.