1. The Repair and Replacement Process
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2. Computer Repair and Replacement
The Repair/Replacement process for computers was introduced into the Tax-Aide program in Nov 2013
The printer Repair/Replacement process has been active for over 7 years
The current process vendor for both computer and printer repair and replacement is GraceWorkz, LLC
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3. Repair/Replacement Eligibility
Only Laptops, Desktops and Printers marked as “OK” (working) on the most recent season’s inventory will be eligible for repair or replacement
Donated equipment is eligible for repair and replacement after one year on the inventory
IRS-owned equipment is repaired and replaced by the IRS
Personally-owned and site or sponsor-owned equipment is not covered by the GraceWorkz contract
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4. 2017 TCS SMT Training - Dallas
Limited Local Repair
Local repair of AARP Foundation Tax-Aide owned equipment is limited to the following:
AC Power Adapters – local purchase authorized
Externally Removeable Batteries – local purchase authorized
Computers that don’t have at least 1.7 GB RAM, but meet all other Win 10 requirements can have more RAM added IF approved by TCS and RC
**These are the only repairs that can be expensed.
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5. “Cosmetic” Damage is NOT Eligible for Repair/Replacement
As a general rule, cosmetic issues (broken/cracked screens, liquid spills, etc) are seen by manufacturers as “negligence” and will not be repaired or replaced. Keep food and beverages away.
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6. Stolen or Lost Computers
Stolen computers should be reported to the local police immediately and then to National Office
A Police Report should be submitted as soon as it is available if the unit is to be replaced
Lost computers should also be reported to the National Office in case there is a chance it can be located
Lost units are not eligible for replacement
Use the “ST” status in the Online Inventory System (OIS) for both Stolen and Lost computers
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7. What if Lost or Stolen Unit is Found/Recovered?
The National Office should be informed if any computers are recovered so the unit(s) can be reactivated and returned to the field for use
The recovered unit should NOT be put back on inventory by the state. They will be added by National
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8. Computer Repair and Replacement Process
All replaced computers MUST be returned to GraceWorkz after receipt of the replacement
Failed computers under warranty should be reported to National for repair instruction
**Failure to return a replaced computer may make the state ineligible for a replacement the next season
GraceWorkz will mark replaced computers as “RP” in OIS as part of their ticketing process
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9. Submitting a Service Request
There are two ways to contact GraceWorkz for service:
The preferred method is to send an request to This will create an electronic work ticket which streamlines the follow up process and the service can be tracked. Identify the TCS and include the TCS on the distribution
You may also call at or (*option 1 for tech service)
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10. Request Forms for Service
Instructions for placing a service request, including a standard form, for both computers and printers can be found on the OneSupport Help Center in the following section:
Technology > Equipment
Document Name: Equipment Repair, Replacement and Storage
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11. The TCS/TC Role in the Repair/Replace Process
Volunteers should contact TC/TCS with hardware issues and questions first
The TC or the computer custodian should contact GraceWorkz for this service
Identify the TCS and include the TCS on the distribution of the request
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12. Category 2 - Diversity, Expansion & New Sites
This process was created to grow the program by creating diversity sites, expanding existing sites and /or growing new sites.
Eligible sites may receive up to 3 laptops and 1 printer
The process generally opens in October
Managed by State Coordinator (SC)
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13. All refreshed models are NO LONGER eligible for replacement.
Technology Refresh
Ongoing project dependent upon funding availability
Phase 1 (completed) 2500 replaced,(HP 6000,6110,6120, 6220,6230)
Phase 2, HP 6310 replaced in
Phase 3, Computers that don’t have at least 1.5 GHz processor, 1.7 GB RAM, and 100 GB hard drive
Managed by Technology Specialists (TCS) and shipped from GraceWorkz
All refreshed models are NO LONGER eligible for replacement.
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14. 2017 TCS SMT Training - Dallas
Questions?
QUESTIONS??
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