Repairs & Service

Repair Form

Repair Information

Shipping Guide

 

Repair Form

Instructions: Please fill out the form below. Be as specific and detailed as possible. After you submit the form, you will receive an email with shipping instructions. Check your spam or junk file if you are still waiting to receive the email, or call us at 877-202-7788.

Information about your computer

Please make sure the information you provide is as accurate and detailed as possible.

(ex: CF-30CTQAZBM)
(ex: 8BKSA32997)

Full-Service Rugged Laptop Repair Department

We specialize in repairing rugged laptops, and our repair center is one of the few in the area with the expertise to handle such repairs. Our in-house technicians are certified and can complete even the most challenging repairs. We have been refurbishing computers for 28 years and have seen almost every rugged laptop and tablet released. The following are the brands of laptops we work on:

  • Panasonic Toughbooks and Toughpads
  • Getac rugged laptops and tablets
  • Dell rugged laptops and tablets

We maintain a large inventory of spare parts for many of the makes and models of each brand of rugged notebooks and tablets listed above. This helps us minimize the wait time during the repair process. If we don't have the required spare parts, we have a network of distributors who can quickly ship us the correct parts needed for the repair, minimizing repair time. Our primary goal is to get your computer back in working order in a timely and organized manner.

What is Included in the Cost of A Repair?

If you send in your computer for repair, which isn’t under our limited lifetime warranty, you’ll be expected to pay a $125 repair fee and return shipping. If your computer needs any replacement parts or you wish to upgrade it while it is here for repair, you’ll also be paying for the parts used in the repair process. You are responsible for backing up your data; we are not responsible for data loss if it is to occur. However, there is a data backup fee of $75 if a backup is required.

Limited Lifetime Warranty

If you purchased your computer from us, you fall under our limited lifetime warranty, which means you don’t pay the $125 repair fee when you send your computer in for repair. You only pay for parts and return shipping when applicable. If you purchased an extended warranty or are still under the first six months of the original purchase date of your laptop or tablet, your entire repair is covered, including parts, labor, and return shipping. If you want to purchase an extended warranty, call us at 877-202-7788 or e-mail us at parts@bobjohnson.com.

How Does the Repair Process Work?

So, what can you expect after you send your rugged computer in for repair and service? After we receive your computer, our technician will conduct a thorough diagnostic to identify any issues. Knowing the problems, the technician will analyze the repair's cost. You will be contacted by the tech either via phone or email with a comprehensive breakdown of the repair and its cost. Once you approve the repair, our technician will fix the problem. And, thanks to our extensive inventory of rugged computer parts, we can complete these repairs quickly. In some cases, it may not be worth repairing your computer. If the repair cost exceeds the unit's value, we suggest replacing the computer instead of repairing it. In most cases, we can offer store credit for your older unit.

Frequently Asked Questions


Nearly all laptops and tablets can be fixed in one manner or another. However, not all laptops are worth repairing. Generally, if the computer was working smoothly before it was in for repair and the cost to repair is cheaper than purchasing a replacement, we recommend repairing the computer. Unfortunately, not every repair is as straightforward and as simple as that. If we foresee any problems fixing the computer, we’ll let you know beforehand and offer the best options for your situation. If you send a laptop or tablet to us for repair, we will- let you know all costs upfront before fixing the computer so there will be no surprises. If you decide fixing the laptop is not the best option, we have a trade-in program where you can get credit for a replacement laptop instead.

As a refurbisher of rugged laptops, it’s hard to say that a device is too old to fix, especially when we know that some of the most indispensable and integral pieces of software only run on legacy hardware. On the other hand, if you aren’t running legacy software meant for legacy hardware but are still operating a machine grasping every last thread of its existence, it might be time to consider upgrading to something more modern. While we cannot decide whether to repair or replace your laptop or tablet, we can recommend the most cost-effective method to get a working laptop or tablet back in your hands as swiftly as possible.

Once your computer arrives at our location, we strive to get all repairs out within two to three days of their arrival. This may not be feasible for every repair, so this is just a goal, not a guarantee, but we will do our best to get all repairs out as quickly as possible and as close to that time frame as possible.
If our technicians run into any problems with the repair that would cause it to ship late, they will reach out. And you can always call 302-659-2727 to get an update on your repair.

How to Ship Your Rugged Computer Safely

Rugged Computers are tough, but sometimes even the toughest of the tough break down and must be sent in for repair. That is why you need a safe and reliable way to get your computer to a trained Bob Johnson Computer Stuff technician. We understand how disappointing and frustrating it can be to find out your package has gotten damaged during the shipping process. We’ve compiled a guide to help you package your computer effectively, minimizing the risk of damage during shipping. From protecting your computer from rough handling to safeguarding against environmental variables, this guide will cover everything you need to know to make you a packing expert.

Packing the Box Correctly

The two most important factors that will help ensure your computer arrives intact are the box you pack it in and the padded materials you use to package it. They are crucial to keeping your computer safe for the journey to the repair shop. No matter which carrier you ship with, the voyage is unpredictable and out of your control once it ships. The box and the packing materials are the only things keeping your computer safe from a potentially bumpy trip ahead.

When you are packing your computer in the box, we recommend:

  • A box with at least 1-2 inches on the top, bottom, and both sides of the computer
  • About an inch of packaging materials on each side of the computer.
  • We suggest genuine packaging materials to avoid screen damage when packing a tablet.
    • Some good packaging materials to use are:
      • Packing Peanuts
      • Bubble Wrap
        • To wrap each unit
      • Foam
      • Cardboard
      • Newspaper
        • If you use newspaper, fluff it up for more support.
    • It may cost $5-$10 more, but it’s better than damaging the computer.
  • Line the box corners with cardboard sheets bent roughly 90 degrees.
  • Include some information to help us identify your repair when it gets to us.
      • Print out a copy of the repair form
      • A piece of paper with your name and number
      • A business card taped to the computer
    • If we don't have your information, it will delay your repair.
  • Give the box a light shake to ensure the computer is not moving too much.
  • Properly seal the box with plenty of tape.

If you need assistance preparing the box for shipping, here is a good video from FedEx to help walk you through the steps.

Preparing to Ship

Next, you’ll need to schedule to have your package shipped. You can schedule to pick up your package or go to one of their physical locations and have them ship it for you. You can also have them pack your computer for you in a special box if you don’t have the supplies yourself. It doesn’t particularly matter which shipping carrier you choose. The important part of the process is when you get to the point where you have the option to insure your package, you should. If something unexpected happens during shipping and your computer breaks or is lost, this will cover you. With your box packed and your computer insured, you can ship your box out!

The DON’Ts of Shipping Your Computer

  • Don’t use a box too small or too large for the computer.
  • Don’t leave space in your box for your computer to shift around in.
  • Don’t reuse old, worn-down boxes that already have wear and tear on them.
  • Don’t leave your power adapter plugged into your computer in the box.
  • Don’t ship your computer without insuring it.
  • Don’t ship your computer using the post office.
Ship All Repairs to:

Bob Johnson's Computer Stuff, Inc.

ATTN: Repairs

133 N. Dupont Blvd. Ste. 103

Smyrna, DE 19977-1545

For more information about shipping and returns, click here.

Frequently Asked Questions


Unfortunately, we have no control over the shipping. Depending on your chosen shipping provider and how far away you are from us. We only control how long your rugged laptop is in our repair shop. For estimated shipping arrival times, follow this link.

 

This is more of a personal preference. We typically get deliveries from every one of the carriers, but we use FedEx primarily to ship out our products and to ship the repairs back to you.