DEVICE WARRANTY GUIDE

The Archdiocese of Los Angeles (ADLA) provides a device warranty for the C3 IGNITE In-Kind Grant & Program (The Program) devices. The Program reserves the right to reclaim granted devices if certain conditions or circumstances occur. ADLA only provides this device warranty for Program devices.

TABLE OF CONTENTS

  • Overview
    • Eligibility
    • Coverage
    • Items Not Covered
    • School Responsibility
  • Repair and Replacement Submission
    • Creating a Service Ticket
  • Devices Not Covered

OVERVIEW

Eligibility

Every Program granted device will be covered beginning when the devices are delivered to the school. Each eligible device must be:

  • In-use by a current student/teacher at the school.
  • Actively enrolled in the mobile device management (MDM) software: Workspace One (from Omnissa).
  • Have an active number and SIM card connection to the T-Mobile cellular network.
  • Have the Apple iPadOS up to date.
  • Have a covered protective cover/case.


NOTE: Schools with a high volume of devices damaged due to ‘physically abuse’ may lose warranty coverage for the remaining equipment granted. ADLA reserves the right to reclaim Program granted devices under any of the following conditions:

  • Repeated abuse of Program devices by student(s).
  • Devices used without protective covers/cases.
  • Devices are not in-use by school staff, teachers, and students.
  • Devices that have been lost or stolen will only be replaced when we receive a copy of a police report.
  • A warranted replacement Program device will only replace a device with defective issues.

Coverage

The Program runs a depot-style warranty replacement service. This means that the repaired/replacement device re-issued by the Program will be a different device and/or model, depending on the availability of devices from T-Mobile. Coverage includes normal wear and tear and accidental damage.

The Program recommends that all personal data on a device, being returned for warranty, be backed up and the personal data be deleted from the device. All defective and damaged devices sent to ADLA will be wiped and returned to factory settings.

Schools are responsible for the delivery of warranty repair devices to the ACC or pay the costs of using an insured shipper/mailer. C3 will ship the repaired/replacement devices back to schools at no cost.

NOTE: Devices that have been lost or stolen will only be replaced with a copy of a police report. A warranty replacement Program device will only be replaced for defective issues.

Items Not Covered:

  • Charging cables
  • Charging blocks
  • Protective cases
  • Keyboards (if provided)
  • Sleeves (if provided)
  • School-purchased apps/software
  • Any accessories provided but not listed*

NOTE: These items are the responsibility of the school. Cables, charging blocks, and protective cases are considered “consumable” and should be budgeted for as part of the school’s ongoing IGNITE Program operational expense.

School Responsibility

IGNITE schools are required to:

  • Track inventory of all granted Program devices by assigned user, serial number, IMEI number, and Workspace One username. This task has two template elements that the Program will provide schools.
  • Create a maintenance routine to ensure that all devices are clean and working properly.
  • Ensure all devices are up to date with the current Apple iPadOS to ensure all security concerns from previous versions are resolved.
  • Ensure every device is enrolled in the Mobile Device Management software, Workspace One.
  • Ensure all devices are protected by a protective cover or case.
  • Ensure every device is active and connected to the T-Mobile network and can browse the Internet when disconnected from school Wi-Fi.
  • File a police report for any lost and stolen devices within 14 days (about 2 weeks) of receiving notification from students.
  • Notify and apply for warranty replacement to the C3 IGNITE Support team when a device is reported lost, stolen, or damaged by a student/teacher within 30 DAYS.

NOTE: Any scenario such as lost, stolen, defective, damaged beyond repair, end-of-life devices will need to be reported to ADLA, with following device details: Serial Number, IMEI, and Workspace One username.

REPAIR and REPLACEMENT SUBMISSION

Creating a Service Ticket

The school IGNITE Point of Contact (IPOC) should reference the Knowledgebase tab located on the top grey line (as shown below) prior to submitting a ticket to check if there is a quick solution listed.

NOTE: These topics will address frequent issues that may correct the issue without having to send the device to the ACC for repair. Only once these corrective steps have been tried should a school proceed with opening a service ticket for a Program device.

There will be a service ticket required per device returned beginning on May 1, 2025. Schools will then be required to submit a service ticket for each device in need of service.

Schools should use this link to open the knowledgebase and/or submit a service ticket.

For Warranty replacement: For a Lost or Stolen device:


NOTE: These topics will address frequent issues that may correct the issue without having to send the device to the ACC for repair. Only once these corrective steps have been tried should a school proceed with opening a service ticket for a Program device.

There will be a service ticket required per device returned beginning on May 1, 2025. Schools will then be required to submit a service ticket for each device in need of service.

Schools should use this link to open the knowledgebase and/or submit a service ticket.

For Warranty replacement: For a Lost or Stolen device:

  1. If the Knowledgebase does not correct the issue on the device in question, the IPOC will need to sign-in using an ACES account and click on the Help Topic dropdown arrow and then C3 IGNITE | Device Warranty or Lost / Stolen Devices depending on the situation.

The information needed to open a C3 Service Ticket Includes:

  1. Name of school
  2. Point of contact information:

Email, phone number, and shipping address

  1. The serial number and IMEI # of the device in need of warranty replacement.
  2. A brief description of how the damage or loss occurred to the device.
  3. Complete and print the C3 IGNITE Repair Replacement Form for the device. Use this link for the form: C3 IGNITE Warranty Request Form

NOTE: The school’s IPOC will need to update the school’s inventory with the new device details: Serial Number, IMEI and phone number for asset tracking purposes. The old device information will no longer be seen on Workspace One.

DEVICES NOT COVERED

School Purchased Replacement

  • Devices not approved under this warranty will not be replaced or returned to the school.
  • Devices that were not awarded through the C3 IGNITE In-Kind Grant.
  • Devices purposely damaged, tampered with or repaired outside of ADLA, without ADLA consent.

For additional assistance, open a ticket in the C3 Support Center or contact C3 IGNITE Support at C3IGNITESupport@la-archdiocese.org.