FAQs: General Computer and CCI Services

Tags CCI

This article provides answers to frequently asked questions about Carolina Computing Initiative (CCI) computers and related services.

 

In This Article:

 

General Questions

What laptop do most students bring to campus?

There is no specific brand.  Just one that meets the minimum requirements.

 

Why should I buy my laptop through CCI?

  • Multiple laptop options via world renowned Lenovo and Apple brands
  • Competitive pricing with much more comprehensive coverage
  • Loaner laptops available while needing software/hardware repair/troubleshooting
  • On-site authorized repair locations for faster turnaround times

 

What are the minimum laptop requirements?

Minimum laptop requirements for each class of Carolina undergraduates are set each spring. You can find the specifications for each class on the minimum laptop requirements page of the CCI website.

 

What if I already have a laptop that meets the requirements?

If the laptop you have meets or exceeds the minimum laptop specifications for your class, then you have met the laptop requirement and you do not need to purchase a different model. If you received the CCI grant, you should absolutely USE YOUR GRANT!!!!

 

Does a netbook / slate / non-PC tablet (Android/iPad) meet the CCI requirements?

No. These devices currently do not meet the specifications for the minimum laptop requirement. While specs vary from vendor to vendor, the processor included in these devices is simply not powerful enough to meet the wide range of computing needs. They are capable of browsing the Internet and checking email but they cannot provide the same experience you would expect from a full size laptop or desktop computer.

These devices can be a great companion to a full size computer but should not be used as a replacement. Processing power is the most obvious shortfall but these devices generally lack in screen size, screen resolution, hard drive size, expansion ports and memory.

 

Do all computers that meet minimum requirements qualify for the CCI program benefits?

No. The warranty and insurance coverage and other CCI benefits such as hardware repair support, and the loaner program are built into the cost of each CCI model. You would not get this advantage by purchasing a non-CCI computer.

 

I didn’t buy a CCI laptop, can I buy the warranty, insurance and service that comes with a CCI laptop to get a loaner?

No. You may be able to purchase equivalent warranty and insurance coverages through your laptop’s manufacturer and insurance companies’; however, the CCI Protection Plan cannot be purchased separately through the CCI or applied to any laptop other than CCI model laptops.

 

Technical Support

What is Carolina Print hub, formerly CCI Printing?

Carolina Print Hub allows students, faculty and staff to print to ITS printers from anywhere on campus using their personal computers and a network connection. You can find more information at Carolina Print Hub site.

 

Where can I get a replacement battery?

Visit the ITS Service Desk in the Student Union to submit a repair request for laptop battery replacement

 

Where can I get replacement AC adapter(charger)?

AC adapters(chargers) can be purchased from the Tech Shop on the 3rd floor of the UNC Chapel Hill Student Stores. Phone: 919-962-2422. Email: cciorders@store.unc.edu

 

I have placed my order for a CCI laptop, when will I receive it?

If ordered by May 15, incoming undergraduate students will receive priority distribution of their laptops during their summer orientation session, or can pay to have the device shipped to their residence.*(vendor supply and device availability dependant)

 

Can I return my new CCI laptop?

Yes, customers have 5 business days to contact the Student Stores about their desire to return CCI computers purchased through the Tech Shop. All returns must be done in-store with the device in original condition and original packaging (i.e. box and all packing materials) along with all materials that came with it (brochures, disks, power supply, battery, etc.)

 

Can I upgrade my CCI laptop?

CCI model laptops cannot be upgraded at the time of purchase. However after you have received your laptop some models may have available RAM and/or SSD upgrade options.

 

Can I install my own software on a CCI computer?

Yes. Your CCI computer is yours to do with as you please.

Keep in mind that if you purchased your CCI computer using a CCI laptop grant and subsequently leave UNC Chapel Hill before graduating then you will be required to return the laptop or repay the grant amount due. If you choose to return the laptop you will not be reimbursed for difference paid to an upgrade to a different model, any licensed software that you have installed, or hardware upgrades to the original CCI grant laptop.

 

How do I connect to the UNC network?

You must be on campus within our Wi-Fi range.  Open browser to UNC Wi-Fi site on your laptop/device and under select Click here to configure.

If you are unable to connect or complete eduroam configuration, browse to UNC Help site or visit the ITS ServiceDesk in the Student Union.

 

How do I get my computer repaired? (On Campus)

Bring your computer to the ITS Service Desk location in the Student Union just past Bojangles.

You can find hours of operation and location on the Help Desk site.

 

How do I get my computer repaired? (Away from Campus)

If your computer will not work, for whatever reason: Call 919-962-HELP.(4357) or chat from UNC Help Portal.  Our help desk will assist you to diagnose the issue and determine if it needs to be sent in for repairs.

If it is determined that your computer needs a hardware repair then you have two choices:

  • Contact Lenovo to find an authorized Lenovo service provider in your area. Lenovo can be contacted at their hardware support number (1-800-426-7378).
  • You can mail or ship your computer to the Computer Repair Center(CRC) at:

UNC Computer Repair Center

111 Airport Dr

Chapel Hill NC, 27599

If we are going to ship the computer back to you, the following are required:

  • A student charge form
  • Personal check, money order, or cashier’s check (No cash or credit cards accepted) made out to UNC-ITS must be included
  • Please leave the note section blank so we can add your ticket number to the check.

Shipping fees:

  • Within NC - $35
  • Outside of NC - $45+(depends on state/distance)

In the package, please include the following:

  • Your name and PID
  • A description of the issues you are having.

 

What if I don’t have a CCI laptop, can I still get mine repaired/worked on?

Yes, the UNC Computer Repair Center(CRC) is a Lenovo, Apple, and Dell authorized repair center.  If you have one of these three brands we will most likely be able to perform in-warranty and out-of-warranty repairs.

  • In-warranty no cost
  • Out-of-warranty is $60.00 per hour labor, plus parts, and tax.

Some devices may require sending to an authorized vendor depot repair.

The ITS Service Desk supports software and networking on most all devices.

 

Can I still get a loaner laptop if I didn’t purchase a CCI laptop?

No. Loaner laptops are only available to CCI laptop customers.

 

Does CRC repair iPads, tablets, phones?

No. The Computer Repair Center only works on Lenovo, Apple, and Dell, laptops and desktops.

 

CCI Laptop Grant Award

Where/How do I find out if I have been awarded the CCI Laptop Grant?

Notification of eligibility will show up in the To Do List in the right column in your ConnectCarolina Student Center.

You can also contact the Office of Scholarships and Student Aid

  • Email:  aidinfo@unc.edu
  • Phone:  919.962.8436

 

Is the CCI grant laptop really a “free” laptop?

Yes, BUT only if you adhere to the Terms&Conditions of the CCI Laptop Grant Award Agreement which you must sign.  You must remain enrolled full-time(May-mesters and Summer sessions do not count toward enrollment), AND graduate from UNC Chapel Hill.  At that point the laptop is yours to keep, free and clear.

 

What if I withdraw from the university, what happens to my CCI Laptop Grant? 

If circumstances arise that cause you to withdraw from the university, you can either return your CCI Laptop(no refunds or credits if you paid the difference to upgrade to a different model), or repay the grant award amount owed and keep your laptop.

No refunds or credits will be issued if you paid off the remaining grant award amount owed and then return to the university. 

If you will be away for only one semester, please submit a ticket to CCI support to let us know.  A temporary exception for a one-time one semester non-enrollment in consecutive semesters may be applied to your account to prevent breach of the CCI grant award Terms & Conditions agreement which could lead to a Cashier’s charge and hold on your account.

 

What if I am returning to Carolina and previously had a CCI Laptop? Can I receive the grant again? 

If you returned your laptop when you left UNC, you may be eligible to have your original CCI laptop reinstated, or a comparable laptop to your peers provided when you return. Submit a ticket and we will work with you as you return to Carolina. If you kept your laptop and repaid the grant, you will not be eligible for new CCI Laptop Grant.

 

What if I am a graduate student, am I eligible for the CCI Laptop Grant?

No. Only undergraduate students working toward their first bachelor's degree are considered for the CCI Laptop Grant. 

 

What if I am in the Carolina Global Launch program, am I eligible for the CCI Laptop Grant?

Students admitted to Carolina Global Launch will be considered for the CCI Laptop Grant in the Spring semester when they begin their studies at UNC.  If you already purchased a CCI laptop from the UNC StudentStores TechShop, you may receive a refund for the grant amount if you are awarded a Spring grant.  You must go to the Student Store’s TechShop on the 3rd floor in-person to process the refund transaction. 

 

What if I already have a laptop? Can I use my CCI Laptop Grant later? 

No. The CCI Laptop Grant will expire on October 15 for students beginning their first semester at Carolina in the Fall, and January 31 for students beginning their first semester at Carolina in the Spring. Students are not able to redeem the CCI Laptop Grant after the expiration date. USE YOUR GRANT!!! Take the computer even if you already have a new one.  You can use it as a backup, especially if your existing computer is not brand new or it does not have comprehensive damage warranty coverage.  Even if you take the best care of your computer, accidents happen!

Fall Grants Expire October 15 and cannot be deferred or redeemed after this date.

Spring Grants Expire January 31 and cannot be deferred or redeemed after this date.

 

Can I sell my CCI grant laptop?

No. If you leave the university, you are still responsible for the grant award repay amount owed or for returning the laptop.  Technicially the laptop is still considered property of UNC until you graduate, at which point it is yours to keep.

 

I am a student athlete and received a laptop through my sport, can I also use the CCI laptop grant?

No. Only one laptop award can be used. You may risk losing your scholarship as it may be considered intent to defraud.

 

How do I apply for a CCI laptop grant?

If you wish to be considered for a CCI laptop grant, you must complete the financial aid application called the CSS Profile.

You can also obtain a Profile application by calling 1-800-778-6888.

Applications submitted by March 1 will receive priority consideration. Applications received after March 1 will be considered for a computer grant based on the availability of funds. The University must have this information to make a determination of eligibility for a laptop grant. Students submitting only the FAFSA will not be considered for laptop grants.

Please submit this form even if you think you may not qualify for financial aid, as some students will qualify for a laptop grant who do not qualify for regular forms of financial aid.

Students who submit the CSS Profile application by March 1 will hear about laptop grant eligibility by April 15, in time to meet laptop ordering deadlines.

 

Who is eligible for a CCI laptop grant?

To be eligible for consideration of a CCI laptop grant you must complete the financial aid application called the CSS profile, be an undergraduate student with no prior degree and enrolling at Carolina for the first time.

 

How will I know if I am eligible for a CCI Laptop grant?

Once your CSS Profile has been submitted and considered, you will receive electronic notification on your Student Center To Do List within ConnectCarolina.  If you have any questions about your eligibility for a CCI laptop grant please send an email to: aidinfo@unc.edu Scholarships and Student Aid department, or call (919) 962-8396.

 

How do I redeem my grant and get my CCI laptop?

You may redeem your CCI Laptop Grant by placing an order for a CCI laptop package through the StudentStores.

When asked for a form of payment, be sure to choose laptop grant for your payment method, and enter your PID and then click APPLY GRANT.

 

Will my CCI Laptop grant expire if I do not redeem it before a certain date?

Yes, your CCI Laptop Grant will expire on October 15th. Please be sure to redeem your grant prior to that day. USE YOUR GRANT!!!! (Even if you already have a laptop).

 

How do I find out the status of my grant application?

You can contact Scholarships and Student Aid about the status of your application.

Send email to: aidinfo@unc.edu Scholarships and Student Aid department, or call (919) 962-8396.

 

What if I receive a CCI laptop grant and then leave Carolina?

If you redeemed a CCI laptop grant and leave UNC Chapel Hill before graduating you will be required to either return the computer you received or repay a prorated amount of the grant you received, based on the number of completed 15 hour full-time semesters.

To request your prorated laptop grant repayment amount or to setup a repayment plan please contact the UNC Cashier’s Office.

You can return your laptop to the ITS Service Desk to fulfill your requirement.  Hours and location can be found on ITS Service Desk website.

Or you can mail your computer along with all the parts and accessories to:

UNC Computer Repair Center

c/o CCI Returns

111 Airport Dr

Chapel Hill, NC 27599

 

What if I turned in my CCI Grant laptop, but have re-enrolled. Can I get my CCI Laptop back?

We will do our best to re-instate the returned laptop or a laptop comparable to the current class peer group to laptop grant recipients who re-enroll at UNC Chapel Hill.  Please contact the ITS Service Desk via phone, chat or in-person.

919.962.4357(HELP)

Service Desk Help Portal

Student Union ITS Service Desk(just past Bojangles)

 

Warranty and Insurance Information

How much does a base warranty repair claim cost?

$0, Zero.  If there is no accidental physical/liquid damage.

 

How much does an insurance/accidental damage(ADP) repair claim cost?

$100 per instance, with unlimited claims.

 

What does my warranty cover?

Your CCI computer comes with a base 4-year or 3-year hardware warranty that covers failing/failed components. Also known as “mechanical failure”(Ex: blank screen, not charging, keyboard not working)

 

What is NOT covered under my base warranty?

A broken laptop screen, spill damage, drop damage and any other damage considered to be a result of misuse or accident, rather than the result of failing/failed parts are not covered by your base warranty. In addition, the warranty does not cover software, data, forgotten hard drive passwords and/or power-on passwords. These passwords, set at your discretion, cannot be recovered if forgotten.

 

What is insurance/accidental damage protection(ADP) policy cover?

Your laptop comes with a 4-year insurance policy through Safeware. This policy covers theft, vandalism, power surge, flood, fire, lightning, earthquake, and other natural disasters.

In addition, CCI Lenovo ThinkPad models come with a 4-year or 3-year ThinkPad Protection, aka Accidental Damage Protection(ADP) policy which covers accidental physical/liquid damage. Together, this truly comprehensive protection plans exceeds the coverage available under standard homeowners insurance and your Lenovo warranty.

For CCI Apple MacBook Air/Pro models, your Safeware insurance policy also covers accidental physical/liquid damage.

 

Is my charger, cable(s), stylus covered under insurance/accidental damage?

No, these peripheral devices are only covered under base warranty if they are failing/failed and have no damage. Typically only covered for 1 year.

 

Are cosmetic scratches, dings, dents covered?

No, these are considered aesthetic, and if they do not impede the function of the device, they will not be covered and may not be corrected even during the course of a repair.  They may indicate that the device has had physical/liquid accidental damage which will require an insurance or accidental damage claim at $100.00

 

Key Insurance Term Definitions

Theft (unlawful taking or removing of property without your consent and with the intent to deprive you).

Burglary (forcible entry or exit of the premises, which are not open, and illegally taking away scheduled covered property from you. Visible signs of forced entry must be present in order for loss to be covered).

Robbery (taking of your scheduled covered property by using violence, threats or intimidation) coverages.

“Loss” as it relates to insurance policy coverage is defined as an unrepairable device due to direct physical/liquid damage and/or theft of scheduled covered property as listed on the Policy Schedule Page.  But not “mysterious disappearance”- meaning the disappearance or misplacement of property without the knowledge as to place, time or manner of its loss.

 

Faculty/Staff Personal CCI Laptop Purchase

How do I order a CCI computer?

You can order a CCI computer online through UNC Student Store or by going in to the Tech Shop on the 3rd floor of the UNC Student Stores.

Ask about and take advantage of the Employee Purchase Plan if eligible.

 

What can I upgrade on a CCI computer when buying it?

Hardware specs cannot be changed at the time of order/purchase.

After you have received your laptop some models may have available RAM and/or SSD upgrade options.

 

What software comes on my CCI model computer?

Latest Windows or Mac OS and Microsoft 365.

 

How long will it take to receive my CCI model computer?

Many times you will be able to pick up the computer on the same day. However, if the CCI computer model you pick is not in stock it may take 2 to 3 weeks for your computer to arrive.

 

Can retired faculty and staff make a CCI personal purchase?

Yes, as a retired faculty or staff member you can purchase one CCI computer per year through the UNC Student Stores.

 

What does my base limited warranty cover?

You have several options to choose from at the time of purchase, including both CCI Protection plans, and manufacturer’s warranty coverage.

Typical base limited warranty covers failing/failed hardware components, also known as “mechanical failure” and not related to accidental physical/liquid damage.

 

What is Lenovo ThinkPad Protection and what does it cover?

ThinkPad Protection is also known as Accidental Damage Protection(ADP) and provides repairs and a replacement(if qualifying) for damage resulting from drops and spills. *(Conditions apply)

 

What does the base limited warranty NOT cover?

A broken laptop screen, spill damage and any other damage considered to be a result of an accident or misuse, rather than the result of failing/failed hardware components are not covered by your warranty.

In addition, the warranty does not cover software, data, forgotten hard drive passwords and power-on passwords. These passwords, set at your discretion, cannot be recovered if forgotten.

 

How do I get my computer repaired? (On Campus)

Bring your computer to the ITS Service Desk location in the Student Union just past Bojangles.

The hours of operations and location can be found on the Service Desk site.

 

How do I get my computer repaired? (Away from Campus)

If your computer will not work, for whatever reason: Call 919-962-HELP.(4357) or chat from Service Desktp help portal.  Our help desk will assist you to diagnose the issue and determine if it needs to be sent in for repairs.

If it is determined that your computer needs a hardware repair then you have two choices.

  • Contact Lenovo to find an authorized Lenovo service provider in your area. Lenovo can be contacted at their hardware support number (1-800-426-7378) or through Lenovo website. 

Apple owners must contact the ITS to determine warranty coverage and process.

  • You can mail or ship your computer to the Computer Repair Center(CRC)

UNC Computer Repair Center

111 Airport Dr

Chapel Hill NC, 27599

If we are going to ship the computer back to you, a personal check, money order, or cashier’s check (No cash or credit cards accepted) made out to UNC-ITS must be included. Please leave the note section blank so we can add your ticket number to the check.

Shipping fees:

Within NC - $35

Outside of NC - $45+(depends on state/distance)

Please include your name and PID in the package. Also include a description of the issues you are having. Make sure your data is backed up! (OneDrive, iCloud, Google Drive, etc).  CRC is not responsible for any data and/or software loss.  Re-image is often required after hardware repairs.

We highly recommend that you insure your laptop during shipping. Your laptop warranty, insurance and accidental damage coverage does not cover the laptop during shipping.

 

Can I return my new CCI laptop?

Yes, customers have 5 business days to contact the Student Stores about their desire to return CCI computers purchased through the Tech Shop. All returns must be done in-store with the device in original condition and original packaging (i.e. box and all packing materials) along with all materials that came with it (brochures, disks, power supply, battery, etc.)

 

Faculty CCI Purchase

What if I am buying a computer using departmental or grant funds. Should I buy it through CCI?

UNC Purchasing Services and ITS recommend that you purchase your computer through the CCI contract whenever possible. The CCI contract and selection of computers offer several benefits to UNC Chapel Hill customers. Some of these benefits include:

  • CCI offers a consistently high discount level
  • CCI model computers are always 40+ percent off and are often 50% off the retail price
  • All CCI computers can be repaired on campus by the Computer Repair Center
  • Generally repair of CCI computers is the fastest available (typically less than 2 business days)
  • CCI computers come with a software load that is tailor made approved by a committee made up of representatives from several UNC departments and schools

In addition, the University, faculty and students receive other benefits from purchases made through the CCI contract. These include:

 

How do I order a CCI computer?

Departmental purchases are made through BuyCarolina within Connect Carolina.

 

I need to purchase a CCI computer ASAP. Where can I purchase a CCI model computer quickly?

Departments can now purchase CCI model computers at the UNC Student Stores using a P-Card.

If a grant number is used, the order must be placed through BuyCarolina.

 

What can I upgrade on a CCI computer when I am buying it?

You can add additional memory at the time you place your CCI order.

Note in the customer comment field that you wish to have the memory installed prior to delivery.  You may also customize your configuration and warranty options.

 

What software comes on my CCI model computer?

Latest Windows or Mac OS and Microsoft 365

 

How long will it take to receive my CCI model computer?

The amount of time it takes to receive a CCI model computer is dependent on the manufacturer’s availability of the model computer you choose.  Generally CCI computers are delivered within 2 weeks of placing your order and often sooner.

If you need a CCI model computer fast then you can use a P-Card at UNC Student Stores to purchase one. You will be charged a small convenience/stocking fee at the time of purchase.

 

Can retired faculty and staff make a CCI personal purchase?

Yes, as a retired faculty or staff member you can purchase one CCI computer per year through the UNC Student Stores.

 

What does my base limited warranty cover?

You have several options to choose from at the time of purchase, including both CCI Protection plans, and manufacturer’s warranty coverage.

Typical base limited warranty covers failing/failed hardware components, also known as “mechanical failure” and not related to accidental physical/liquid damage.

 

What is Lenovo ThinkPad Protection and what does it cover?

ThinkPad Protection is also known as Accidental Damage Protection(ADP) and provides repairs and a replacement(if qualifying) for damage resulting from drops and spills. *(Conditions apply)

 

What does the base limited warranty NOT cover?

A broken laptop screen, spill damage and any other damage considered to be a result of an accident or misuse, rather than the result of failing/failed hardware components are not covered by your warranty.

In addition, the warranty does not cover software, data, forgotten hard drive passwords and power-on passwords. These passwords, set at your discretion, cannot be recovered if forgotten.

 

How do I get my computer repaired? (On Campus)

Check in with your departmental IT support or bring your computer to the ITS Service Desk location in the Student Union just past Bojangles.

The you can find the hours of operations and location on the Service Desk site.

 

How do I get my computer repaired? (Away from Campus)

Check in with your departmental IT Support or call 919-962-HELP.(4357) or chat from UNC Help Portal. Our help desk will assist you to diagnose the issue and determine if it needs to be sent in for repairs.

If it is determined that your computer needs a hardware repair then you have two choices:

  • Contact Lenovo to find an authorized Lenovo service provider in your area. Lenovo can be contacted at their hardware support number (1-800-426-7378) or through Lenovo website.

Apple owners must contact the ITS to determine warranty coverage and process.

  • You can mail or ship your computer to the Computer Repair Center(CRC).

UNC Computer Repair Center

111 Airport Dr

Chapel Hill NC, 27599

If we are going to ship the computer back to you, a personal check, money order, or cashier’s check (No cash or credit cards accepted) made out to UNC-ITS must be included. Please leave the note section blank so we can add your ticket number to the check.

Shipping fees:

  • Within NC - $35
  • Outside of NC - $45+(depends on state/distance)

Please include your name and PID in the package. Also include a description of the issues you are having. Make sure your data is backed up! (OneDrive, iCloud, Google Drive, etc).  CRC is not responsible for any data and/or software loss.  Re-image is often required after hardware repairs.

We highly recommend that you insure your laptop during shipping. Your laptop warranty, insurance and accidental damage coverage does not cover the laptop during shipping.

 

How do I insure my computer?

Safeware is one of the most recognized providers of comprehensive insurance policies and extended service plans for computers and has provided laptop insurance for students with CCI laptops since 2000.

  • Safeware’s insurance programs provide coverage for Accidental Damage, Screen Breaks, Liquid Damage (including Submersion) and Power Surges. Safeware insurance policies also cover perils that cannot be addressed by extended warranties or service contracts. These perils include: Theft, Robbery, Burglary, Vandalism, Fire, Flood, Lightning, Wind, Hail and more.
  • Safeware insurance deductible is $100.00 per incident, unlimited.

 

Does CCI offer Apple products?

Yes, departments can purchase Apple products with a CCI discount.  Please visit BuyCarolina from within Connect Carolina for the Apple device catalog.

Multiple AppleCare+ options available at the time of checkout(*insurance must be paid for separately specifically through Safeware.)

 

How do I return my CCI computer?

If you are unsatisfied with your new CCI Thinkpad computer you have 21 days to request a return for credit/exchange. Please contact the Lenovo Sales Representative listed on order confirmation.

If you are unsatisfied with your new Apple computer please contact Apple Computers customer service at (800-800-2775).

If purchased through Student Stores, customers only have 5 business days to contact the Student Stores about their desire to return CCI computers purchased through the Tech Shop. All returns must be done in-store with the device in original condition and original packaging (i.e. box and all packing materials) along with all materials that came with it (brochures, disks, power supply, battery, etc.)

 

Print Article