8 Device Care and Service Practices

Handle and clean devices safely

Carry laptops and tablets with two hands when practical. Use a padded case, keep food and liquids away, and avoid blocking ventilation. Protect screens and connectors from pressure, drops, dust, and bent cables.

Before cleaning, shut down the device and unplug its charger and accessories. Use a soft, lint-free cloth, lightly dampening it if needed. Never spray liquid directly onto the device or allow moisture into openings. Avoid abrasive materials and household cleaners unless the manufacturer specifically permits them. Because cleaning methods vary by device and surface, check the product’s care instructions.

Inspect chargers, cables, ports, and batteries for damage. Stop using equipment with frayed cables, unusual heat, or a damaged connector. If a Lithium-ion battery is swollen, cracked, leaking, hissing, smoking, or unusually hot, stop using and charging the device. Do not press, puncture, or attempt to remove a damaged battery; keep people away and follow manufacturer and local emergency or disposal guidance.

Prepare for repair or service

Before repair, confirm the device model, symptoms, warranty or service requirements, and whether the repair is appropriate for your training and tools. Do not open a device if manufacturer guidance or workplace policy prohibits it.

Make the work area safe by shutting down the device, disconnecting power and peripherals, and removing external media. Use an ESD-safe workspace and suitable protection when handling internal components, because electrostatic discharge can damage sensitive electronics. Follow the device’s service manual, including its battery-disconnection procedure.

Use the correct tools, protect the screen and case, and keep screws and components identified by location. Do not force clips, connectors, or cables. Stop if a component is damaged or a battery appears unsafe.

Record the reported problem, visible damage, accessories received, and work performed. For a service shipment, include only items requested by the service provider; remove cases, cards, cables, and other accessories that are not needed.

Protect data and accounts

A Data backup is important because repair may erase files or require a system reinstall; do not assume that files will be preserved. Back up important files before service and check that the backup can be accessed. For work- or school-managed devices, contact the organization’s IT team before resetting the device, unenrolling it, or changing security settings.

Share only the access needed for the repair. Do not hand over account passwords, device passcodes, or security codes. Use an approved repair process, and stay present if a technician needs temporary access. Follow the manufacturer’s instructions about disabling theft-protection or account-lock features when service requires it.

Before donating, selling, or recycling a device, sign out of accounts, remove SIM and memory cards, and use the manufacturer’s Secure-erasure process. Ordinary file deletion is not a dependable way to erase personal information. If the device cannot be erased, ask the service provider or a qualified recycler about secure data handling.

Reuse and dispose of devices responsibly

Consider repair, reuse, or donation before recycling a working device. Use a reputable electronics recycler or an authorized Take-back program, and check local requirements.

Do not put lithium-ion batteries—or devices containing them—in household garbage or curbside recycling. If a removable battery is being recycled separately, protect its terminals with nonconductive tape or place it in a separate plastic bag. Handle damaged batteries only according to manufacturer and local hazardous-waste guidance.