IT will assist in identifying any major issue for the client to help facilitate what is needed to repair or restore the damaged laptop but it is up to the family to get the laptop repaired or serviced at an appropriate repair facility / service center.
For example, if IT examines a damaged BYOD laptop hard drive, the equipment that we have available for repairs is limited to the school laptop models. The laptop would be best serviced from an authorized dealer. In many cases, the original location that the laptop was purchased (e.g. Best Buy or the Apple Store).
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A loaner option is limited to only machines that are bought through the school because a portion of the school's selected laptop cost is put aside towards the small laptop loaner pool. Therefore only those who invest in the school laptop option have access to the small laptop loaner pool. In some cases the store that the laptop was purchased may have a loaner laptop option. Therefore, it would be worth asking the origin of purchase if a loaner laptop is available.