Equipment Support Procedures - CA1 Tax
Contents
1. 4000 4050 4200 8000 P1006 P1102W P1505 P1606 P2015 Lexmark Models e E210 E232 E234 E240 E250 E260 E350 E352 E360 E450 E460 Optra E310 Optra E320 Optra E322 Optra S1620 Optra 1650 X264 AARP Foundation Tax Aide CA1Support November 4 2015 Page 13 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 Samsung Models e ML1210 ML1430 ML1710 ML1740 ML1865W ML2010 ML2510 ML2525 NOTE For your printer to be eligible for repair it must have had status OK on the May 2014 equipment inventory Items on the 2014 inventory listed as NW can be repaired this year only A list of all working printers was submitted to GraceWorkz prior to the season for reference Printer Repair Procedures If you have a printer failure the preferred method for contacting GraceWorkz is to send an email request to service graceworkz com This will create an electronic work ticket which streamlines the follow up process and the service can be tracked from cradle to grave Printer repair by GraceWorkz commences once consumable ordering is open and ends on April 30 2105 1 If you can t determine the problem from the user manual please contact the TC or the TCS If they can t determine the problem then the custodian should contact GraceWorkz directly using these procedures 2 When requesting service please use the following format a Type in your email subject line i Your state sp2. Inventory Notation for Disposed Equipment When equipment has been replaced the local inventory and CA1 Equipment Inventory Report should be given a Status of RP replaced The item should be removed from subsequent inventories If the equipment was just disposed of with no replacement the item should be removed from the inventory Equipment Storage and Excess Equipment Districts are responsible for the adequate storage of their equipment Equipment is typically stored by the volunteer who uses that equipment during tax season The equipment must be properly stored while it is not being used during the non tax season Equipment Storage The guidelines for storage of e file equipment are AARP Foundation Tax Aide CA1Support November 4 2015 Page 7 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 e Computers Temperature 0 to 120 degrees Humidity 10 8096 Printers Temperature 32 to 89 degrees Humidity 4096 7096 Toner cartridges Temperature 32 to 95 degrees Humidity 3596 8596 Equipment should not be placed on the floor or stacked near the ceiling of uncontrolled temperature facilities e g garage shed rented storage facility After storing computers and printers must reach room temperature before being turned on This usually requires the equipment sit overnight at room temperature Do not store laser printers with toner cartridges installed Partially use
3. should be returned to the IRS Depot Any other equipment with a Property of the IRS bar code label should be returned to the IRS Territory Office to be surveyed unless IRS instructions are to the contrary AARP Purchased The following AARP Foundation purchased computers that have been replaced by GraceWorkz should be returned to GraceWorkz HP 6715b 6735s 6910p Dell Vostro 1520 Dell Vostro 3500 Dell Vostro 3550 and Lenovo B560 and B590 They should NOT be kept locally for spare parts Include the computer mouse and power cord supply GraceWorkz will provide instructions and mailing labels for computer return AARP Foundation purchased equipment includes equipment purchased by the National office with local donated funds In general the computers will be replaced immediately during the tax season due to the requirement for immediate use at the site AARP printers and donated computers Disposition of non repairable AARP purchased computers not identified in the previous paragraph and other non working AARP Foundation equipment should occur at low or no cost to the program If the equipment is useable donation to another organization may be appropriate Recycling is highly recommended when possible Remove the equipment from the inventory list Note It is essential that hard drives be wiped clean of all programs and data before they are disposed of Contact the TCS for more information on wiping the drives District Equipment
4. EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 PURPOSE This document explains the procedures required by the CA1 Technology Specialist TCS and Technology Coordinators TCs for maintaining supporting and disposing of their AARP owned AARP donated and IRS loaned equipment The document also addresses the procedures to get replacement printer cartridges and to recycle used cartridges Contents PURPOSE cauen TAE ee uni eet rur RU S ie E eas E UE UT Uer US 1 RELATED DOCUMENTS es2s0sssasestaxsacedezccszescachsasseedbsatabenvate jotesnteuagcuns cde zeastcadacessn deneveuevaucesesdozanevietaaseasqeaucaannaaee 2 Moyjzcce c A 2 PROCEDURES cr E 2 Printer cartridge replacemient tr rete tenete reddens elei eade cd se tea Re cede eden tutae ne eda NAE 2 Printer Cartridge Recycling csscsccccececsssesseaececececseseaeaeeeeecesseseuaeeeeeesseceesauaeceeeeusecsesauaeeeseesseesnaaaeeseeens 3 Ordering projector consumiables certet nag Eae teet eene trece eaa as e ERR Rede eaa Ra deno cu ERR o bedi Rene Rae ERREC 4 Comp ter and printer repair orte aee te Prec eo hectares eats eRT REEE EEE Ees 4 IRS Personal and Site equipment et t d teret ee 5 RS owned comipUters nentes cds rad eiecti ea eint eda ee raae ei aeei eaaa aaa ee aE ERENS 5 AARP Owned computers esses esee nennen en
5. ORS Preliminary document for TY 2015 c When returning to request additional free toner recycling boxes please go to the http Freerecycling Com Forms Re Order Free Labels site and enter the account number assigned to you d Important i Do not use any prior season RED FedEx return labels for empty toner returns ii There must be a minimum of 8 empty toner cartridges in each toner recycling box iii There is no need to include original packaging iv Each toner recycling box has a pre paid UPS shipping label v After each box has met the minimum quantity required or is full it can be delivered to the nearest UPS drop off facility Most office supply stores will allow packages with a pre paid UPS label to be dropped off to be picked up with the store s regular scheduled pickup Ordering projector consumables Follow the same procedures as for consumable ordering for printers Some but not all projector consumables are on the GraceWorkz Consumables List TY14 document on the OneSupport Help Center The consumable order points of contact can check the availability of projector parts Computer and printer repair All AARP Foundation Tax Aide purchased and donated computers must be coded as OK on the previous year s inventory in order to be repaired or replaced There is a one time ONLY exception for this year items coded as NW on the 2014 inventory will still be eligible for repair GraceWorkz is responsible for all
6. R REPAIR FLOW CHART csscceseceseceseeeseeeeeeeeeeeeaeeeaeesacecaaecaaeceaeceaeceaeeeeeeeneseneeaes 9 APPENDIX 2 EQUIPMENT REPAIR AND DISPOSITION MATRIX esee 11 AARP Foundation Tax Aide CA1Support November 4 2015 Page 1 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 APPENDIX 3 GRACEWORKZ EQUIPMENT REPAIR AND RECYCLING PROCEDURES eene 13 Ordering Consumables Procedures c sccccccscssssssssecececscseseseseeeesesssesesaeeeeeessessesauaeeeeeessessesnaeeeeeesseeeegs 13 Eligible Printers For GraceWorkz Repair ccssccccccccesssssssececececesseseeaeseeeescesseseaaeseeeescesseseaaeseeeessessessaaeas 13 Printer Repair Procedures iret eer e te b ee e E E eed hdecsdusssecseadees 14 RELATED DOCUMENTS Note Some of the below referenced documents may not be available to non TCSs on the OneSupport Help Center If that is the case and you would like to have a document notify the TCS and he will provide it to you Use the search function in the OneSupport Help Center site to search for terms in all OneSupport Help Center documents e OneSupport Help Center Technology Equipment multiple documents e OneSupport Help Center Technology Images and Tune up multiple documents e OneSupport Help Center General Program Management General 2014 2015 Policy Manual Version 9 1 NOTES 1 IRS personal and site provided equipment cann
7. ational Office AARP Foundation Tax Aide CA1Support November 4 2015 Page 4 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 TaxaideTech aarp org The TaxaideTech National assistance number for laptop repair and networking issues is e 202 434 6099 e Toll Free 800 424 2277 ext 6099 You should expect that it will take about one week from the time TaxaideTech is notified until a replacement computer is received IRS Personal and Site equipment IRS owned personally owned and site sponsor owned equipment should not be repaired with AARP Foundation Tax Aide funds IRS owned computers Request help from the IRS depot in accordance with the instructions that came with the computer If required send IRS laptops in need of repair back to the depot in accordance with the instructions that came with the computer or as directed by contact with IRS depot customer support AARP Owned computers This includes all computers on the annual inventory Follow the steps identified in the three levels of support described above GraceWorkz computer repair is open from October 15 2014 through April 30 2015 Once the TCS authorizes contact with the National office contact the National office for further repair instructions Repair is subject to complying with the following e Computers must be on the latest inventory with status of OK e Computers must have an AARP inventory tag affixed Local sub
8. computer and printer repair and replacement Equipment should be identified for repair during the season as the GraceWorkz option is not available during most of the non tax season This also means no local repair of computers is authorized and will not be reimbursed Tax Aide technical support operates on three levels for repair of equipment and help should be sought in that order e Level AARP equipment support help should be obtained from vendor help desks websites the TC and the TCS This includes TaxWise Customer Support via the help desk email or chat A good Google Bing or similar search can often lead to a solution IRS depot computer help can ONLY be obtained from the TC TCS or as described in the documents that came with the computer e Level Il The TCS can authorize the custodian to seek help from the AARP Tax Aide National Office by email preferred at TaxaideTech aarp org or by phone at 202 434 6099 or 1 800 424 2277 ext 36099 Alternatively the TCS can seek help from these contacts if the custodian or TC would prefer e Levellll The National Office can obtain higher level in depth technical support from the Vendor Tech Reps If unable to provide a fix they will authorize GraceWorkz to provide a replacement and provide instructions to the custodian for further action Volunteer users should always contact the TC TCS with hardware and networking questions The TCS can recommend users contact the AARP Tax Aide N
9. d cartridges should be removed and sealed in a dark airtight bag A tightly wrapped green brown black plastic trash or lawn bag works well for this Excess Equipment Excess AARP purchased equipment no longer needed but still functional should be reported to the TCS The TCS will attempt to see if someone else in CA1 can use the equipment If not the TCS will see if someone in the Pacific Region would like to receive it If no one else desires the equipment then the AARP purchased laptops should be sent to Tax Aide HQs and the non AARP purchased computers and all printers should be disposed of locally via donation to an organization or recycled An email should be sent to TaxaideTech aarp org advising them of the disposition The item should be deleted from the inventory Computer Tune up procedures Computers that have been imaged do not have to have the tune up procedures described in this section accomplished on them Other AARP purchased donated personal IRS depot and insofar as possible site computers should have the tune up procedures accomplished prior to the start of the tax season The motivation for doing this is security both for detecting and removing any virus malware or worm that may be on the computer and prevention of getting infected by these items The tune up procedures can be found on the OneSupport Help Center see the Related Documents section of this document for the location AARP Foundation Tax Aide CA1S
10. d used on IRS Depot computers THIS YEAR If you are unable to get the password to work please send an email to TaxAideTech 9 aarp org AARP Foundation Tax Aide CA1Support November 4 2015 Page 15 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 3 Upon sign in the ordering continues through use of the navigation on the left of the screen Either use the search function or choose the printer manufacturer under GraceWorkz Supplies 4 Locate the consumable needed and press Add to cart Please note that orders should be separated by ship to address If you are ordering for several individuals with different final shipping addresses the order for each individual will need to be placed separately however multiple different cartridges can be ordered for the same individual shipping address 5 Once inthe Your Cart section you can change the quantity of the shipment or return to the menus on the left if other consumables are needed NOTE You will need to click recalculate after changing the quantity of an order 6 When you have all of the consumables for an individual in your cart click Proceed to checkout 7 On the 1Page Checkout page you will need to use the drop down menu to select 601 E St NW for your 1 Billing information 8 For 2 Shipping information you will need to fill in the recipient s information Prior season info
11. lit state brand and model 1 Example CA4 Brother HL 5370 b Type in your message i Printer brand model serial number and asset tag number ii Example Brother HL 5370 SN ABC12345 ATN 12345ABC iii Brief problem description iv Printer location address v Contact name e mail and phone vi If the printer is located at another location specify if you would like the FedEx label emailed directly to the user of the printer c You will receive service follow up from GraceWorkz 3 You may also call at 866 448 0420 or 608 467 4086 Select option 1 for tech service 4 Email service request example AARP Foundation Tax Aide CA1Support November 4 2015 Page 14 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 eu a 90 7 CA1 Brother HL 5370 Message HTML Message Insert Options Format Text Review a vjs ye Follow Up E Arial i4 AA i ajs A f RY Y Follow Up T High Importance Paste a A BE a SE Address Check Attach Attach Signature Zoom z J Format Painter BIU Z ses Book Names File Tem T M LowImportsnce Clipboard Basic Text Names Include Tags Zoom To service graceworkz com Subject CA1 Brother HL 5370 Our printer has no power Our printer is a Brother HL 5370 SN ABC12345 Asset Tag 12345ABC Location John Smith 12345 Smith Town road San Diego CA 92101 John Smith Email JS aarptaxaide net Phone 123 456 7000 Include your con
12. llowing year the computer is removed or replacement by GraceWorkz ic from the inventory of locally and remove disposition from inventory 1 Apply code RP if G Workz will id e A PEY aaa Vik S pi provi d Code RP is only used for one year The If in inventory contact GraceWorkz for repair printer was replaced disposition instructions Printers p N A N A f p following year the printer is removed or immediate replacement 2 If disposed of delete May require local t i from the inventory from inventory disposition Bein 200 with source 2 Repair locall Repair locall Authorization lf disposed of delete Dispose of locall in R y P y from SC or TC if from inventory P y over 25 inventory Other and in inventory including equipment bought locally with donated funds or donated equipment Contact TC who will contact TCS if unable to Cade RE ifrepl ced Code RP is only used for one year The Computers repair TCS will work with National for repair N A N A if disposed of delete Dispose of locally following year the computer is removed or replacement by GraceWorkz from the inventory from inventory 1 If in inventory contact GraceWorkz for 1 N A 1 N A repair or immediate replacement fa SURE RE if r placed Code RP is only used for one year The Printers Eri notin inventory repair l cally subject to Dispose of locall following year the printer is removed repair costs 2 If not in 2 50 need If disposed of dele
13. n the GraceWorkz list is not authorized and will not be reimbursed Cartridges for virtually all printers on the AARP Equipment Inventory Report sent to Tax Aide HQs are available from GraceWorkz Cartridges for IRS owned printers are available from the IRS SPEC Expenditures for Inkjet cartridges are not reimbursable since the program no longer provides support for Inkjet printers and they do not appear on the inventory sent to National Local purchase of print cartridges that are NOT on the GraceWorkz Consumables List require no special authorization Be sure that the cartridge you purchase is not available from GraceWorkz If unsure check with the TCS Printer Cartridge Recycling Option 1 Return empty toner to Staples or similar office supply store for credit Option 2 You may use the new recycling service offered by GraceWorkz through FreeRecycling com a Each Location Supervisor will be able to request free toner recycling boxes from the following i The AARP store site http aarp graceworkz com click on the recycle icon located at the lower left ii Or direct at http freerecycling com forms recycling acount application b Upon completing the Customer Account Application i The requested quantity of recycling boxes will be shipped ii A welcome email will be sent which will include an account number AARP Foundation Tax Aide CA1Support November 4 2015 Page 3 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINAT
14. ne nnnn nnns nenne thsaia siis essi sita gass sess ss sessi assa ases enses aan nis 5 Requesting computer repair or replacement sssssesssssesseeeeeeee teen enne nnne enn enne 5 AARP owned DIINO Ms eiecti et odes ooa exa ete ee ease redes ac eee d oc we ae Rc REN ecc ae Roe RED eect 6 Dec c 6 PPOJOCTOMS ERES TM 6 Packaging returned equipment cccccccecessesssseseceeecesseeaaesecececessesaeaeseceescsusesauaeseeeeesesseasaeeeeeeesesees 6 District Equipment Inventory Notation for Broken EquipMent cccccccccssssssssececeeecsessssaeeeeeeeseesees 6 Repair ReimbutESemebit 2 ertet eerte uet ote tuae ete Poeta z eese aea e eene osten caes desde 6 Non working computer and printer disposition seeeesesssesesesee eene nnne nnne nennt nnn nnn 7 AARP printers and donated computers ccccccccccscssssssneeecececeeseseaesececsseesesaeaeeeeecesseseaaeaeeeeesessesnaaees 7 District Equipment Inventory Notation for Disposed Equipment sese 7 Equipment Storage and Excess Equipment sess enne nn net nasse r neri n nans nnn 7 EQUIPMENT StOFaBe tained ete dbe Ec a Eta pee So Reo Eoo cera ua tee Eo exogenous dur Eon eue Euer mERE 7 Excess EQUIPMENT 5 ETE cited ete e eter eaae ades tessile E 8 Computer TUNE UP procedures ct ade eiecti eenen oie aa eo aea aane aeaa ei a Ee eE EARE es 8 APPENDIX 1 COMPUTE
15. oot and may be able to fix the printer with you over the phone before authorizing its return for repair or replacement During the tax season they will ship you a replacement printer then you return your printer in the same box Avoid listing a printer as NW on your inventory NW equipment is not eligible for repair so it is a waste of money if GraceWorkz could have been contacted to repair or replace the printer during the season Only printers listed as OK on the most recent year s inventory are eligible for GraceWorkz repair Please remember to have all eligible printers repaired before the end of the season as they will no longer be replaced by AARP Tax Aide after that time until just before the new season starts The repair limit for printers not eligible for repair by GraceWorkz is 50 with pre authorization from the SC or TCS Repairs over 50 require pre authorization by the National office Monitors Monitors should not be repaired locally and should be properly disposed of within guidelines of the local community Broken monitors should be recycled Projectors Local repair of projectors can be authorized by the SC or TCS if over 25 A maximum of 200 can be incurred for repair Packaging returned equipment The custodian is responsible for purchasing boxes and packaging material as well as paying shipping costs for returned equipment if necessary All of this is a reimbursable expense and can be submitted on an expense
16. ot be supported with Tax Aide funds 2 Appendix 1 contains a flow chart of the computer repair and disposition procedures 3 Appendix 2 contains an abbreviated MATRIX FOR REPAIRING AND DISPOSING OF TAX AIDE EQUIPMENT that may be helpful in understanding these procedures 4 Equipment repair over that which can be authorized by the SC or TCS must be approved by HQs PROCEDURES Printer cartridge replacement The consumables vendor GraceWorkz has a contract to replace printer cartridges for AARP owned and donated printers that are on the current Equipment Inventory Report with status of OK Requests for cartridges should be made to the primary point of contact with a CC to the secondary That way if the primary contact is unavailable the secondary will know to submit the order Printer cartridges for IRS owned printers must be obtained from the IRS SPEC You will not be reimbursed for consumables bought for IRS equipment Cartridges can be ordered from early September through April After that ordering is closed Tax Aide HQs will notify us when GraceWorkz is open for ordering Primary and secondary consumables contacts for CA1 are a PRIMARY CA1 TCS Larry Metz CA1 TCS mycci net b SECONDARY Grace Talbot gtalbot FedRetireSoftware com CA1 IRS SPEC contact for IRS equipment consumables is a Lupe Hernandez lupe hernandez irs gov 916 974 5436 Cartridges are ordered on the GraceWorkz website by the Primary or Secondar
17. r left ii Or direct http www freerecycling com id GraceWorkz htm b Upon completing the Customer Account Application i The requested quantity of recycling boxes will be shipped ii A welcome email will be sent which will include an account number c When returning to request additional free toner recycling boxes please go to the following site and enter the account number assigned to you http www freerecycling com id GraceWorkz Re Order htm d Important i Do not use any prior season RED FedEx return labels for empty toner returns AARP Foundation Tax Aide CA1Support November 4 2015 Page 16 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 ii There must be a minimum of 8 empty toner cartridges in each toner recycling box iii There is no need to include original packaging iv Each toner recycling box has a pre paid UPS shipping label v After each box has met the minimum quantity required or is full it can be delivered to the nearest UPS drop off facility Most office supply stores will allow packages with a pre paid UPS label to be dropped off to be picked up with the store s regular scheduled pickup AARP Foundation Tax Aide CA1Support November 4 2015 Page 17 of 17
18. rmation does not exist 9 In 3 choose your shipping method no entry is necessary 10 In 4 payment information the text should indicate that no payment is necessary and all consumables and shipping charges should indicate 0 00 If you require overnight shipping your order must be placed by 2 00 PM CST and Next Day Delivery must be indicated in the Order comments box 11 Click Place Order after verifying the order at the bottom of your screen in the grey box If you are not ready to place the order yet choose Edit items in your cart 12 You will receive an order number which will also be sent to your email address Tracking information for the shipment will be sent to your email address later as well 13 For order history review and track packages go to the log into your store account by following the steps above Go to the tab My Account located in the upper left In the My Orders sub section outlined in dark blue left click on the 1st option Review orders track packages You can also print receipts here 2014 2015 Recycling Options 1 Return empty toner to Staples or similar office supply store for credit 2 You may use new recycling service offered by GraceWorkz through FreeRecycling com a Each Location Supervisor will be able to request free toner recycling boxes from the following i The AARP store site http aarp graceworkz com click on the recycle icon located at the lowe
19. statement District Equipment Inventory Notation for Broken Equipment When equipment is determined to be broken the annual local inventory and CA1 Equipment Inventory Report should be given a Status of NW not working However in almost every situation the equipment should not appear on the inventory as NW since it can be replaced during the season by GraceWorkz Items coded as NW may not be eligible to be fixed When equipment has been replaced the inventory report should show a status of RP replaced in that year and then removed from the inventory report for subsequent years Repair Reimbursement Only leadership positions not EROs or counselors can be reimbursed for repair costs Repair costs can be reimbursed by submitting an expense AARP Foundation Tax Aide CA1Support November 4 2015 Page 6 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 statement with the following code remember to get prior authorization of the expense from the SC or TCS e R Code expenses o Equipment maintenance services o Equipment repairs and upgrades Non working computer and printer disposition This section describes computer and printer disposition when they are not economically feasible to repair or don t meet the requirements to upgrade to Windows 7 The TC should notify the TCS as soon as any equipment becomes unusable IRS owned equipment Unusable IRS Depot laptops
20. stitute tags ARE NOT acceptable e Cosmetic repairs will not be fixed e g broken screen frame scratched cases etc e Computers lost or damaged by negligence will not be repaired e Stolen computers will be replaced subject to the following conditions o National Office is provided with a police report if more than one computer is stolen o Further If computer is replaced then found inform National so it can be provided to another State District Or if put back on State inventory the next reported computer will not be replaced when broken e Computers must not be under warranty In this case contact the manufacturer for repair If the equipment does not have an AARP inventory tag contact the TCS who will order a tag for you Requesting computer repair or replacement Submit an email request to TaxaideTech aarp org with the following information after authorization by TCS only CUSTODIAN NAME Address Phone Number AARP Foundation Tax Aide CA1Support November 4 2015 Page 5 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 Computer Model Computer Serial Number Asset Tag State TCS Computer Problem A flow chart depicting this process is shown in Appendix 1 AARP owned printers The consumables vendor GraceWorkz repairs and replaces broken printers Please check with GraceWorkz PRIOR to spending any money on printer repairs Their technicians will help troublesh
21. tact name and phone if different than above New Repair requests made pre tax season September through December excluding observed holidays will be serviced using the GraceWorkz Depot Repair Service Requests made during the tax season January through April will be serviced using the GraceWorkz Replacement Service Depot Repair Available mid September 2014 thru December 31 2014 Your defective printer will be shipped to GraceWorkz with the FedEx shipping label provided by GraceWorkz Service Department Your same printer model and serial number will be serviced and returned unless the extent of the failure requires the printer to be replaced GraceWorkz service department will maintain communication thru email concerning questions answers and tracking information Replacement Service Available January 2 2015 thru April 30 2015 A replacement printer will ship the same day of the service request FedEx ground for service requests made by 2 00 PM CST You return the failing equipment in exchange To return the failing equipment use the prepaid return label and follow shipping return instructions found in the shipping box you received with the replacement printer The returned equipment becomes property of GraceWorkz LLC Ordering Listed Consumables Online Detailed Instructions 1 Access the website https aarp graceworkz com 2 Sign in asa returning customer with your email address The password to access GraceWorkz is the passwor
22. te P y By P PS from the inventory inventory repair authorization from inventory locally subject to for over 25 repair costs Condition Excess Disposition AARP Foundation Tax Aide CA1Support November 4 2015 Page 11 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 All Notify the TCS of any working excess equipment He will attempt to give it to another Tax Aide organization Notify the TCS of any working excess equipment He will attempt to give it to another Tax Aide organization N A None remove from the inventory Provide to another district the region a local organization or recycle When excess equipment is disposed of the TCS will contact TaxaideTech and advise them of the disposition Then remove it from the inventory AARP Foundation Tax Aide CA1Support November 4 2015 Page 12 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 APPENDIX 3 GRACEWORKZ EQUIPMENT REPAIR AND RECYCLING PROCEDURES Detailed Instructions For Requesting Service 2014 2015 Instructions Ordering Consumables Procedures 1 Only the TCS or alternate can order consumables Request your order from one of them as described later 2 To place your order for printer supplies toner cartridges or drums the preferred method is
23. the online GraceWorkz store located at http aarp graceworkz com Detailed instructions are below 3 Other ways to contact GraceWorkz for orders e Phone in orders between 8 00AM and 5 00PM central standard time Monday Friday by calling 866 448 0420 or direct at 608 467 4086 Choose option 2 sales or Option 4 customer service e Online email orders to orders graceworkz com 4 Consumables covered under the GraceWorkz Plan include the printers and projectors in the document GraceWorkz Consumables List TY2014 which can be found on the OneSupport Help Center 5 Consumables can be ordered from mid September to April 30 each year National Office will advise when the season opens Eligible Printers For GraceWorkz Repair GraceWorkz will also provide support for printers with a lifetime extended warranty on service parts and labor The printers supported by GraceWorkz will be repaired and or replaced by GraceWorkz This will require all AARP Tax Aide printers supported by GraceWorkz to be repaired Only by GraceWorkz and the consumables for those printers to be purchased Only from GraceWorkz The GraceWorkz Plan includes repair replacement for the following printers Brother Models e HL1240 HL1440 HL2040 HL2140 HL2270 HL5240 HL5250 HL5280 HL5340 HL5370 HL5450DN HL5470DW Dell Models e 1700 1710 HP Models e 4 4 4L 5 5L 5M 5P 5Si 6L 1000 1012 1018 1020 1022 1100 1150 1160 1200 1320 2100 3100 MFP 3390
24. upport November 4 2015 Page 8 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 APPENDIX 1 COMPUTER REPAIR FLOW CHART The following flow chart depicts the computer repair process starting with the computer custodian having the problem making contact with the TCS AARP Foundation Tax Aide CA1Support November 4 2015 Page 9 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 Repair and Replace Flow Chart for Computer Custodians E HP 6910p 6715b 6735s Dell 1520 3500 3550 Lenovo B560 AARP Foundation Tax Aide CA1Support November 4 2015 Page 10 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 APPENDIX 2 EQUIPMENT REPAIR AND DISPOSITION MATRIX Condition Not Working Max s Disposition Equipment Type During tax season Outside tax season For Repair Inventory Code Can t be fixed Notes AARP Purchased and in inventory including Tax Aide purchased equipment bought with donated funds Contact TC who will contact TCS if unable to 1 Apply code RP if computer was returned to GraceWorkz GraceWorkz will provide disposition instructions Code RP is only used for one year The Computers repair TCS will work with National for repair N A N A 2 If authorized dispose May require local fo
25. y contacts Once someone has ordered a cartridge their information is stored on the website and subsequent AARP Foundation Tax Aide CA1Support November 4 2015 Page 2 of 17 EQUIPMENT SUPPORT PROCEDURES FOR CA1 TECHNICAL COORDINATORS Preliminary document for TY 2015 orders can be placed without the address information Also the only information needed to order the cartridge is the make and model of the printer the cartridge number is not necessary and not useful Furthermore orders submitted that contain only the cartridge number will be returned because it requires a Google search to identify the model that it fits and that may be ambiguous information if the cartridge fits more than one model Thus provide the following information with the order based on whether it is the first order of the person requesting the cartridge or a subsequent order for that person If this is the person s first order If this is the person s subsequent order e Printer make and model e Printer make and model e Quantity needed e Quantity needed e Shipping address e Phone number e Email address Don t order just one or two cartridges unless it is late in the season and that quantity is needed to get you through It is more economical to ship many cartridges at once so order what you think you will need for the season If you need more later submit another order Local purchase of printer cartridges that are o
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