Academic Computing Initiative Policy FAQs

Frequently Asked Questions concerning the Laptop Support Center during closures as a result of the COVID-19 CoronaVirus Health Crisis

Unfortunately, during this time of the Covid-19 CoronaVirus Health Crisis, for the safety of everyone, the Laptop Support Center will not be taking any appointments, or walk-ins.

If you have a software issue, or experiencing software errors, please fill out the IT Remote Software Support Request Form.  You will need to have internet access in order for us to properly assist you.

Once your repair is completed, we will contact you and let you know how we will be returning the laptop back to you. You can inquire about the status by sending an email from your SJU email to [email protected]

When a student is not registered for classes, whether they are just taking a semester off or withdrawing from the University, the laptop must be returned, as the laptop remains to be University property.  When the laptop is not returned, a fine is charged, and a hold placed on the account preventing transcript requests, and later, account is sent to collections if the laptop is still not returned. 

You have 2 options:

  1. Return the laptop to the University.

Currently, during this time of the COVID-19 Health Crisis, St. John’s University campuses are closed.

  • Via Mail: You can mail the laptop along with all cables that were given to you when the laptop was issued. Please return via insured mail and obtain tracking information.  Please be aware that as a result of working remotely, there is a delay of 5-7 business days for your laptop to be processed. 

            Our address is:  

            St. John's University
            Laptop Support Center
            8000 Utopia Parkway
            Jamaica, NY 11439

 

  1. Request a BuyOut of your current Laptop Agreement 

We have just recently created a BuyOut option for students who wish to keep their laptop. They can BuyOut their current laptop agreement. The cost of the laptop varies depending on the model and year that you received your laptop. By doing so, ownership will be transferred to the student. All support by the University will be terminated upon agreement, even if the student resumes classes at the University.   

 

To do this, please fill out and submit this form: www.stjohns.edu/LaptopBuyOut  

Please see the following document on How do I connect to the internet?

For everyone's safety amidst the Nationwide Covid-19 CoronaVirus Health Crisis, labs will be closed for deep cleaning, per President Gempesaw's recommendation. 

Unfortunately, if you are a student and did not opt-in to the Academic Computing Initiative Laptop Program, we are unable to opt you in at this time. 

If you are a faculty member or an employee in need of a laptop to work from home, please request a laptop through your department chair. They will have to submit a Hardware Request Form located here.

If you have a technology question, or are experiencing any issues that you need assistance with, please fill out:

IT Remote Software Support Request Form

Academic Computing Initiative Frequently Asked Questions

These questions pertain to students who opted in to the Academic Computing Initiative during Spring 2020 and prior.

All students that participate in the Academic Computing Initiative are charged a Laptop Usage Fee each semester until they graduate from a Bachelor’s degree program, or complete 8 Laptop Usage fee payments, whichever comes first. The laptop usage fee covers the on-site support services, 4-year extended Manufacturer’s warranty.

Unfortunately, once you are enrolled in the Academic Computing Initiative, the only way to opt out is if you leave the University. You are obligated to fulfill the terms and conditions of the Academic Computing Initiative that you agreed to when you opted-in to the program. 

If you believe that you have a special circumstance in which you would like to be withdrawn from the program without withdrawing from the University, please contact [email protected]

  • College of Professional Studies Computer Science students are advised to select a Windows Laptop
  • College of Professional Studies Mass Communication students are advised to select the Apple Laptop.
  • Tobin College of Business students are advised to select a Windows Laptop. The Apple laptop does not support certain applications used in business core courses.
  • St. John’s College of Liberal Arts and Sciences Bachelor of Fine Arts students are advised to select the Apple Laptop.

All laptops are issued with a 4 year warranty to cover manufacturer defects. The University also covers repairs for accidental damage while a part of the Academic Computing Initiative.  While a student, if the laptop is in need of repairs, please contact the Laptop Support Center.

Unfortunately, we do not offer an opportunity for students to upgrade to a newer version or to change their laptop model to a different type.

  • On Campus

         Simply visit one of our on-site support centers located on Queens and Staten Island Campus.

  1. Queens Campus, by Appointment Only (See Laptop Support), 
    Sullivan Hall Room 103

  2. Staten Island Campus,
    DaSilva Hall Room 108
  • You may also ship your laptop via mail to:

          St. John's University
          Attention: Laptop Support Center
          8000 Utopia Parkway
          Jamaica, NY 11439

          Please be sure to include a note stating your name, ID number, what is wrong with the laptop, and a contact number where you can be reached. 
          Do not mail your laptop with any personally purchased special case on the laptop.

  • Off Campus

          Lenovo: Please call 1-800-426-7378

          Apple: You can visit any local Apple Stores for assistance with manufacturer defects only.  For any accidental damage you will need to visit the on campus support center. Find a local Apple Store.

          Microsoft: Please call 1-877-696-7786 or visit a local Microsoft Center. Find a store near you.

All of the laptops that are provided through the ACI Program are covered for 4 years of manufacturer defects, as well as 4 years of accidental damage protection. This covers any accidental spill, drops, and structural failures incurred under normal operating conditions or handling.

The terms and conditions of all warranties and insurances dictate that claims must be initiated within 14 days of incident for damages. Damages to a laptop can worsen over long periods of time, and eventually cause damage to other parts of the laptop.  Initiating a claim more than 14 days after the date of incident of damages can be a cause to nullify the warranty and insurance, causing your claims to be denied by the manufacturer or insurance company.

 

What is NOT covered is any cosmetic damage (such as scratches and dents), damage due to fire, or damage due to negligence or inappropriate use.

Please note:
•    The Type Cover Keyboard and the stylus pen for the MS Surface Pro have a 1 year limited warranty and are not covered under the accidental damage protection.
•    Batteries on all models have a limited 1 year warranty, and are not covered under the accidental damage protection.
•    AC Adapters on all models have a 1 year limited warranty for defects, and are not covered under the accidental damage protection if it has physical damage.
•    Type covers, batteries, ac adapters and the stylus pens are available to purchase at the campus book store, as well as the Microsoft Store and Apple Store.
•    Repairs NOT covered under Insurance:  Cosmetic damage, damage due to fire, negligence or inappropriate use.  If the laptop is in need of any repairs due to the items listed above, you will be responsible for the full cost of the repair.

Software that came on the ACI laptops are supported, and can be reinstalled at one of the on-campus support centers. However, we do not provide data recovery, or specialized software installation. Users are responsible to back up their own data on a consistent basis.  

In the event of a theft, you must report the incident to a Law Enforcement Agency within 10 days.  The report must include the make, model, and serial number of the stolen property.  A copy of the report must be submitted to the University's Public Safety Office within 20 days. You will be charged a stolen fee of $400 for the first stolen machine and $1000 for the second stolen machine. Once that fee is paid you may receive a refurbished functionally equivalent replacement laptop (same model as the one reported stolen).

Steps to take:

  • Contact your local law Enforcement Agency and report theft within 10 days. 
  • Contact the St. John’s University Public Safety office within 20 days along with a copy of the Law Enforcement Agency report.
  • The stolen fee of $400 will be placed on your account.
    • Pay the stolen fee at the Bursar office and bring receipt to the Laptop Repair Center to have a replacement refurbished laptop issued to you.
  • If approved, a refurbished functionally equivalent replacement laptop of the same model that was reported stolen will be issued to you once you pay the stolen fee.
  • Report your lost laptop to the St. John’s University Public Safety Department.
  • Pay the $400 or $1000 lost fee at the Bursar office and make an appointment to bring the payment receipt to the Laptop Repair Center to have a refurbished functionally equivalent laptop issued to you.
  • Please note: You are only eligible for two total replacements throughout the course of the entire program.

A fee of $400 for the first loss and $1000 for the second loss will be placed on your account. Once the lost fee is paid you will received a refurbished functionally equivalent replacement laptop of the same model that was reported lost.
Steps to take:

  • Contact your local law Enforcement Agency and report theft within 10 days. 
  • Contact the St. John’s University Public Safety office within 20 days along with a copy of the Law Enforcement Agency report.
  • The stolen fee of $400 will be placed on your account.
    • Pay the stolen fee at the Bursar office and bring receipt to the Laptop Repair Center to have a replacement refurbished laptop issued to you.
  • If approved, a refurbished functionally equivalent replacement laptop of the same model that was reported stolen will be issued to you once you pay the stolen fee.
  • Report your lost laptop to the St. John’s University Public Safety Department.
  • Pay the $400 or $1000 lost fee at the Bursar office and make an appointment to bring the payment receipt to the Laptop Repair Center to have a refurbished functionally equivalent laptop issued to you.
  • Please note: You are only eligible for two total replacements throughout the course of the entire program.

    Yes, as long as you remain consistently registered as an SJU student you may keep the laptop to use over the Summer and Winter breaks.  If you take the Fall or Spring semester off, you are required to return your laptop.

    Upon graduation from St. John’s University with a Bachelor’s Degree, or upon completion of the 8th semester - whichever comes first, ownership of the laptop is transferred to the student, and is no longer eligible for support from SJU, even if you are continuing to take courses as a graduate level student. Please see the ACI portion of our Computer Network Use Policy.

    Fall 2004 - Spring 2016 ACI participating students are eligible to pick their laptop up once they are registered for a minimum of 12 credits, or have a letter from the dean that stating that your last semester is less than 12 credits.  If you did not pick up a laptop during that semester, or ended up not getting registered for classes due to transferring in credits or completing CLEP exams in order to complete your degree requirements, a student will have 30 days from the date that their degree is conferred in order to pick up a laptop.  After 30 days past the date of degree conferral, you will no longer be eligible to be re-issued a replacement laptop.  The laptop replacement will be a functionally equivalent laptop and is not guaranteed to be the same model that you returned.

    For students who started the laptop program in Fall 2016 or after, they are automatically considered to be "opted-out" of the laptop program when they take a semester off. If they previously returned their laptop, they will not be able to opt back in. The laptop program has been dissolved as of Summer 2020 and is no longer admitting students.

    Once a student graduates with their Bachelor’s degree, ownership of the laptop is transferred to the student. Unfortunately, you are no longer eligible for service.  This includes students that are in dual-enrollment / combined degree programs. If you need a BIOS or Firmware passwords for the laptop for support purposes, please email: [email protected]

    Laptop Care Questions