Repair Cost Analysis of 1:1 Chromebook Program at ISD #2897 Stephen Lien Technology Director Redwood Area Schools slien@redwoodareaschools.com

Quick Background District info: 1,116 students, 49% F&R 1,133 Chromebooks (Grades 2-12 + staff) Tech support staff of two (one Dell certified) Started in Aug. 2015, grades 4-12 Expanded to grades 2 & 3 Aug. 2016 iPads grades K & 1 Aug. 2017 Acer C720’s, Dell 3120’s, Dell 3180’s

And Three Weeks In… 1st Broken Screen Plurality of repairs are broken screens Broken plastic, bezels, keyboards, batteries, motherboards A few total losses

Fees & Insurance No deposits, no insurance, no fees 1st Repair was free; Now $20 Tracking all repair data Cases: InfoCases & Rugged Protection

Damages & Costs, 2015-16 2772 Broken Screen $39.57 Replaced Screen 2738 2846 2873 Replaced Screen (another student bit screen - paid for damages) 2679 $34.98 2741 $34.97 2751 Also clear scratch damage to touchpad 2661 2672 3420 Broken Screen, Mainboard, chassis; done on purpose $300.00 Met w/ Parents; waiting on payment 2870 2847 2911 $32.97 2793 3338 $95.00 3391 2806 Broken case moulding; Chromebook doesn't charge $100.00 Decomissioned Chromebook; Parent paid $150; $50 refunded for parts 2812 $139.50 Decomissioned Chromebook; Parent invoiced $139.50 2790 2667 3085 2659 Broken Screen; broken hinge cover; broken bezel $93.67 Replaced screen, front bezel, top cover, hinges, palmrest assembly 3478 3331 Total loss - broken screen, plastic body, hinges $354.00 Decomissioned Chromebook; Parent invoiced $290. 3458 Broken screen & back cover - fell off chair $129.95 Screen replaced; back cover replaced 3148 Broken screen & back cover 2807 Broken battery wiring; broken plastic body $37.95 Replaced battery; glued plastic pieces back in place Broken screen Replaced screen; O.A. responsible 2810 3345 Broken left hinge; broken bezel $59.90 Replaced hinge & bezel; B.O. equally responsible 3385 Broken screen; broken plastic rivets & battery posts 2773 2768 3053 Replaced screen - discovered after Chromebook was returned 3271 Broken top cover; broken bezel; damaged palmrest Replaced top cover & bezel & palmrest (free) - discovered after EoY CB return 3104 Broken plastic rivets & posts; broken bezel & cover Replaced top cover & bezel - discovered after EoY CB return 3146 Broken plastic posts; broken bezel & cover 3175 Broken plastic posts; broken hinge $9.95 Replaced hinge & reglued plastic - discovered after EoY CB return 3210 Broken hinges, bezel, & top cover Replaced bezel & top cover - discovered after EoY CB return 3260 3314 3281 Broken hinges, bezel, top cover, & palmrest $105.85 Replaced bezel & top cover & palmrest - discovered after EoY CB return 3334 3112 Broken bezel & screen $119.95 Replaced bezel & screen - discovered after EoY CB return 3193

Damages & Costs, 2015-16 877 Chromebooks 47 cases of damages (not warrantied) No repeats 29 broken screens Non-touch cost: $32; Touchscreen cost: $95 $239.50 collected from payments Two total losses & one unrecovered stolen CB $2,918.65 for repair equipment costs $803 in unreturned equipment Net cost: $4,325.55, or $4.93 per CB

Damages & Costs, 2016-17 2877 Broken screen $29.95 Replaced screen 2917 Broken battery; broken SSD; broken plastic pieces $62.95 Replaced battery & SSD 3301 $95.00 2811 2764 2770 3930 2774 Keyboard was damaged $39.95 Replaced keyboard and palmrest 3493 2884 Broken battery due to side-impact to Chromebook $37.95 Replaced battery 3473 $92.89 2741 Replaced screen (Media Center unit - checked out to J.D.) 3434 3814 3176 3131 Broken top cover Replaced top cover 3119 2888 2733 3053 Broken top cover & bezel; broken plastic rivets $59.90 Replaced top cover & bezel; glued rivets 3057 Replaced screen, Glue 2820 2878 Damaged battery - Broken cable 3949 3278 Broken hinge lower LHS $34.90 Installed spare hinge and LCD bezel; should have been 2nd time damage 3099 Battery failed - damaged from a fall $47.75 Replaced battery, glue battery posts & rivets Replaced screen; paid $30 on 5/19/17 2879 3159 Broken screen, top cover, and bezel $124.90 Replaced screen, top cover, and bezel 2747 3078 Broken top cover & bezel Replaced top cover & bezel 3142 $34.95 3422 Bad keyboard from spilled beverage Replaced keyboard & palmrest 3465 $64.00 3300 3191 Damage to returned CB Replaced screen; student claims broken screen wasn't his; culprit unknown 3498 Ruined LCD Assembly $123.90 Replaced LCD Assembly; glued broken posts 3273 Replaced Screen 2994 Bad keyboard - cat peed on Chromebook $45.95 3310 Broken Screen, top cover, & bezel Replaced screen, top cover, & bezel 3134 2809 2890 2793 Checked out from MC; CB wont' charge $80.30 CB has wet rag mark 3467 Broken hinge & plastic $9.95 Replaced hinge, glued broken plastic parts Replaced Screen; paid $30 on 3/20/17 Broken top cover; returned temporarily; needs fixing Paid $60 on 9/8/17 3511 Sticky keys on keyboard from spilled beverage 2921 Broken wiring on battery 3112 Frayed & torn video cable $19.95 Replaced video cable; damage to rivets & plastic repaired w/ glue; paid? Cracked bezel & loose hinge $0.00 Cracks and breaks were glued back together 3326 Device won't power on; broken motherboard Decommissioned Chromebook; parent invoiced $80.30; paid $80 on 5/7/17 2851 3510 3270 Significant damage, inc MB, top cover, bezel $168.90 Replaced motherboard, top cover, bezel 3164 Broken top cover & bezel; broken motherboard 2781 3162 Hyperextended screen; broken top cover & bezel $20.00 Replaced top cover & bezel; 2810 Chromebook won't power on; broken MB $80.00 Decommissioned Chromebook; parent invoiced $80 3141 $109.00 2911 Battery dislodged from impact, broke SSD chip $15.95 Replaced SSD chip; paid $15.95 on 4/04/2017 3282 PWR key didn't work; damaged top cover & bezel Replaced top cover & bezel; odd nail-sized holes in PWR & Window keys Loose right-side hinge $24.95 Glued brass inserts, retorqued screws; replaced bezel; paid $24.95 on 4/14/17 3286 3351 $79.99 3280 Loose hinges; damaged top cover, bezel, palmrest $105.85 Replaced top cover, bezel, & palmrest 2748 3068 3225 $119.00 Replaced motherboard 3519 Case and body damage to CB; battery didn’t work $102.85 Replaced battery, top cover & bezel 3311 3974 3400 Severely damaged CB, and no rubber on casing $276.89 Replaced top cover, bezel, screen, MB, and casing 3058 $79.95 2869 $32.95 3527 $133.70 2861 3193 Replaced motherboard, fixed rivets & posts; received payment but not form CB thrown; broken top cover, bezel, hinge $53.75 Replaced top cover & bezel; Says friend threw CB over the weekend 3188 CB thrown; broken top cover, bezel Replaced top cover & bezel; Says 3 yr old nephew threw CB 3133 3971 2971 Replaced screen; staff Chromebook; paid $80 on 5/8/2017 3368 Replaced screen; staff Chromebook 3426 Broken hinge Replaced hinge 3338 Dropped CB; broken top cover & bezel $31.25 Repaired bezel; replaced top cover; 2nd time 2883 2798 3418 3932 3765 3478 Replaced screen w/ inoperable touchscreen to minimize replacement cost 2795 3492 Broken battery, top cover, & bezel $93.70 Replaced battery, top cover, & bezel; glued rivets & posts 3146 CB stepped on; broken touchscreen, top cover, bezel Replaced touchscreen, top cover, & bezel; 2nd time; worked 14 hrs 5/23-5/24 No image on screen, only backlight; broken plastic $69.00 Replaced screen; glued plastic; 2nd time 2786 CB didn't boot; Damaged SSD from impact w/ battery Replaced SSD with pulled part; readhered battery w/ mounting tape 3330 Battery won't charge, hinge & case damage to CB Glued hinge & broken plastic; replaced battery Replaced screen; 2nd time; paid 5/18/2017 3135 Damaged CB; broken battery, top cover, bezel Replaced battery; will replace top cover & bezel 3111 Damaged CB; broken top cover and bezel Will replace top cover & bezel 3980 PWR key broken, due to broken retainer clip Damaged CB; broken video cable & KB/Palmrest $65.10 Replaced keyboard & palmrest and video cable; will work off, 7.5 hrs, 9/8/17 CB knocked off ledge; broken top cover & palmrest $77.20 Replaced top cover and keyboard & palmrest; T/C w/ dad on 5-19-17 3187 Broken hinge covers on bezel $22.50 Replaced bezel - discovered after EoY CB return Replaced top cover - discovered after EoY CB return 3154 Broken touchscreen, top cover, & bezel Replaced touchscreen, top cover, & bezel 3217 3313 Broken bezel & screen $102.45 Replaced bezel & screen - discovered after EoY CB return 3361 Replaced top cover & bezel - discovered after EoY CB return 3084 Broken top deck Replaced top deck - discovered after EoY CB return 3092 3104 Broken top cover, bezel, & top deck $99.70 Replaced top cover, bezel, & top deck - discovered after EoY CB return; pd 6/13/17 3199 Replaced screen - discovered after EoY CB return 3205 Replaced top cover, bezel, & top deck - discovered after EoY CB return 3276 3059 Broken Top Cover & Bezel Replaced TC & Bezel 3475 Replaced TC & bezel 3409 Glued rivets; replaced TC & bezel 3443 Bedbug infestation in CB Full ammonia bath; LCD water stained & replaced New TC & bezel; bkn touchscn (not replaced) 3468 New TC & bezel; glued rivets Replaced screen; paid $80 on 10/23/2017 3993 Replaced screen; returned to library, but unknown who it was checked out to

Damages & Costs, 2016-17 1,113 Chromebooks 129 cases of unwarrantied damages 26 repeat offenders 53 broken screens ($30 / $79) $1,007.95 collected One more total loss; one more stolen $11,118.30 for repair equipment $700 in unreturned equipment costs Net cost: $11,145.00, or $10.01 per CB

Damages & Costs, 2017-18 Changes were necessary 1,176 Chromebooks 37 cases of damages (thru 2/1/18) 9 repeat offenders; $1,053.70 collected 15 broken screens 18 decommissioned; three more “stolen” $2,857.95 for repair equipment Sub. Net Cost: $3,946.04 Est. Net Cost: $5,919.06, or $5.03 per CB

Self-Repairing Worth It? Cost vs Time Potential fast turn around vs Inconsistent turnaround Avoid fun with vendors Impossible to answer – What works for you?

Build Quality It’s improving More shock-absorbent Some modularity Detachable battery cable Separated audio jack Wish list: SSD Card Screws Hinges Acer C720 4 screws, 0.5 g 13 g Dell 3120 6 screws, 0.6 g 21 g Dell 3180 6 screws, 1.2 g 33.5 g Acer C720 Dell 3120 Dell 3180

Part 2: Chromebook Repairs Context: Using Acer C720’s & Dell 11 3120’s Most Common Problems: Broken screens Broken bezels & top covers on the Dell 3120’s Logic boards Broken battery wiring on the C720’s Spilled beverages / keyboard & trackpad issues 96% of damages are with Chromebooks taken home (59% of Chromebooks total)

Broken Screens Fairly easy to replace Helpful tools to have: Precision screwdriver set Metal spudger / wedge / opener Exacto-knife (for 3120’s) Double-sided tape (5mm) $33 for plain / $79 for touch (agpartseducation.com) ~20 minutes per repair

Bezels & Top Covers (Dell 3120) Annoying to replace Helpful tools to have: Include broken screen tools Gorilla Glue Heat gun (more on that later) Try to glue / heat when possible $59.90 for the set ~30 minutes per repair

Logic Boards Rabbit holes to hell Symptoms may include: $109 for 2GB / $129 for 4GB 1 - 4 hrs to diagnose & repair First use restore USB & RMA shim Just need a screwdriver Blank display “Chrome OS is missing or damaged” Keyboard doesn’t work Touchpad doesn’t work Touchscreen stops working Audio doesn’t work Wi-Fi doesn’t work Battery won’t charge Battery reported as missing System reboots randomly System crash at shutdown System overheating Broken audio / USB / HDMI port Etc.

Bad Batteries Easy to replace $38 for Acer / $48 for Dell 20 minutes to diagnose & replace Do need to test the charger & motherboard Does the problem follow the battery? Common problem: broken wiring Solution: Mounting tape

Keyboard Issues Time-consuming to replace $38 for Acer / $46 for Dell 45 minutes to replace 3180: KB separates from top deck! Touchpads are removable & transferable 15 minutes to swap Don’t cut grounding pads!

Other Amazing Tools Heat Gun Soldering Iron Magnifying Lamp Good tweezers Solvents & Cleaners Sharpie!

Is It All Worth It? Depends on the district Weigh time & cost of In-House vs Outsourcing Screens & batteries  quick turnaround Casing & circuit boards  slows you down