We're looking to improve our process for handling laptops that are returned by users. Often, they report that the devices "work fine," but we frequently discover issues like battery degradation, storage wear, or thermal problems later on. How do other teams document hardware health? Do you use checklists, perform stress tests, or simply wipe and redeploy the laptops? I'm curious about any formal approaches that could help us avoid disputes over hardware condition in the future.
4 Answers
Logging hardware jobs and reimaging before deployment is a solid approach. Keeping track of each step helps create a clearer picture of the laptop’s condition.
Wiping and redeploying without checking the condition seems risky. I’ve always done that too, but it can lead to problems later when users notice issues like battery or thermal performance. It’s tough to tell if these problems were there when the device was returned or if they developed after it was redeployed. So I'm really interested in how other teams handle this situation.
Using an inbound hardware checklist has been effective for my teams in the past. Performing built-in diagnostics from the manufacturer, checking the internals for dust build-up, and cleaning the device before storage can really help. It ensures we know what we're dealing with from the get-go.
You should really inspect the laptops right when they come back. Personally, I think any laptops over 2 years old shouldn't be redeployed. They start to develop the kinds of issues you mentioned. After checking them, I usually send them to charity or a refurbisher to shred the data.
That makes sense. We’re more concerned with documenting their condition at the moment they come back, especially the battery and thermal health. Once something fails later on, we can’t tell if it was already failing or if issues emerged post-redeploy. Do you capture any specific health metrics when devices return?
2 years!? That seems pretty quick to phase them out! What do you find is the main reason for this limit?