How to Report a Damaged or Broken Chromebook

If your school-issued Chromebook has been damaged — cracked screen, broken keys, water damage, or any physical issue — this article explains how to report it and what happens next.

Step 1: Stop Using the Device If It's Unsafe

If the screen is cracked and showing sharp edges, the battery is swollen, or the device smells like it's burning, do not use it. Bring it to IT or your front office immediately.

Step 2: Submit a Support Ticket

Go to acarcs.zendesk.com and click Submit a Request.
In the subject, write: Damaged Chromebook – [Your Name / Asset Tag]
In the description, include:
- Student's full name (first and last)
- The Chromebook asset tag number (sticker on the bottom or inside lid)
- What happened — describe the conditions of the damage:
  - Accidental damage: The device fell out of a backpack, a student spilled water on it, or it was dropped. These are covered under the school's device insurance policy.
  - Manufacturer defect: The hinge broke during normal use, a key fell off without impact, or the screen developed dead pixels on its own. These may be covered under warranty.
  - Intentional or negligent damage: The device was thrown, deliberately damaged, or misused. This is not covered by insurance and may result in a repair fee per RCS Chromebook policy.
- What damage is visible (cracked screen, broken hinge, missing keys, won't turn on, etc.)
Submit the ticket. You'll receive a confirmation email with your ticket number.

Step 3: Bring the Device to IT

After submitting your ticket, bring the Chromebook to the front office. IT will assess the damage and determine whether it can be repaired in-house or needs to be sent out.

What Happens with Insurance?

After IT receives the damaged Chromebook and your ticket:

IT assesses the damage and determines whether it can be repaired in-house or needs to be sent to The Repair Depot.
Robin submits a claim to the device insurance provider on behalf of the school. The information you provided — student name, asset tag, and damage conditions — is used for this claim.
Repair or replacement is coordinated based on the insurance assessment. Most repairs are completed within 5–10 business days, depending on parts availability.

⚠️ Important: Providing accurate damage conditions is critical for insurance processing. If IT cannot determine how the damage occurred, we may need to follow up before the claim can be submitted — which delays the repair.

What Happens Next?

Minor damage (loose hinge, broken key): IT will attempt an in-house repair.
Major damage (cracked screen, motherboard): The device may be sent to The Repair Depot or replaced with a loaner.
Accidental damage: Robin will file an insurance claim on behalf of the school. Repairs are handled through The Repair Depot. Most claims are processed within 5–10 business days.
Manufacturer defect: IT will evaluate whether the device is still under warranty and pursue a warranty repair if applicable.
Intentional or negligent damage: This type of damage is not covered by insurance. Repair costs may apply per the RCS Chromebook policy.

⚠️ Note: Do not attempt to repair the Chromebook yourself. Unauthorized repairs may void the warranty and can be a safety hazard.

Need a Loaner While Yours Is Being Repaired?

See: How to Request a Loaner Chromebook

How to Request a Loaner Chromebook
What to Do If Your Chromebook Won't Charge or Won't Turn On
RCS LS Chromebook Policies

Contact IT Support

If you continue to experience issues, please reach out to the RCS IT Help Desk:

Submit a ticket through the IT Help Desk Portal
Email: helpdesk@redlandschristian.org

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RCS Information Technology · IT Help Center