EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
PURPOSE:
This document explains the procedures required by the CA1 Technology Specialist (TCS)
and Technology Coordinators (TCs) for maintaining, supporting and disposing of their AARP-owned,
AARP-donated, and IRS-loaned equipment. The document also addresses the procedures to get
replacement printer cartridges and to recycle used cartridges.
Contents
PURPOSE ....................................................................................................................................................... 1
RELATED DOCUMENTS.................................................................................................................................. 2
NOTES............................................................................................................................................................ 2
PROCEDURES................................................................................................................................................. 2
Printer cartridge replacement .................................................................................................................. 2
Printer Cartridge Recycling ....................................................................................................................... 3
Ordering projector consumables .............................................................................................................. 4
Computer and printer repair .................................................................................................................... 4
IRS, Personal, and Site equipment ........................................................................................................ 5
IRS-owned computers ........................................................................................................................... 5
AARP Owned computers ....................................................................................................................... 5
Requesting computer repair or replacement. ...................................................................................... 5
AARP-owned printers............................................................................................................................ 6
Monitors................................................................................................................................................ 6
Projectors .............................................................................................................................................. 6
Packaging returned equipment ............................................................................................................ 6
District Equipment Inventory Notation for Broken Equipment ............................................................ 6
Repair Reimbursement ......................................................................................................................... 6
Non-working computer and printer disposition ....................................................................................... 7
AARP printers and donated computers: ............................................................................................... 7
District Equipment Inventory Notation for Disposed Equipment......................................................... 7
Equipment Storage and Excess Equipment .............................................................................................. 7
Equipment Storage ............................................................................................................................... 7
Excess Equipment ................................................................................................................................. 8
Computer Tune-up procedures ................................................................................................................ 8
APPENDIX 1 - COMPUTER REPAIR FLOW CHART .......................................................................................... 9
APPENDIX 2 - EQUIPMENT REPAIR AND DISPOSITION MATRIX ................................................................. 11
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 1 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
APPENDIX 3 – GRACEWORKZ EQUIPMENT REPAIR AND RECYCLING PROCEDURES .................................. 13
Ordering Consumables Procedures ........................................................................................................ 13
Eligible Printers For GraceWorkz Repair. ................................................................................................ 13
Printer Repair Procedures....................................................................................................................... 14
RELATED DOCUMENTS:
Note: Some of the below referenced documents may not be
available to non-TCSs on the OneSupport Help Center. If that is the case, and you would like to have a
document, notify the TCS and he will provide it to you. Use the search function in the OneSupport Help
Center site to search for terms in all OneSupport Help Center documents.
 OneSupport Help Center, Technology, Equipment – multiple documents
 OneSupport Help Center, Technology, Images and Tune-up – multiple documents
 OneSupport Help Center, General Program Management, General – 2014-2015 Policy Manual
Version 9.1
NOTES:
1. IRS, personal and site provided equipment cannot be supported with Tax-Aide funds.
2. Appendix 1 contains a flow chart of the computer repair and disposition procedures
3. Appendix 2 contains an abbreviated “MATRIX FOR REPAIRING AND DISPOSING OF TAX-AIDE
EQUIPMENT,” that may be helpful in understanding these procedures.
4. Equipment repair over that which can be authorized by the SC or TCS must be approved by HQs.
PROCEDURES:
Printer cartridge replacement: The consumables vendor, GraceWorkz, has a contract to
replace printer cartridges for AARP owned and donated printers that are on the current
Equipment Inventory Report with status of “OK.” Requests for cartridges should be made to
the primary point-of-contact with a CC to the secondary. That way, if the primary contact is
unavailable, the secondary will know to submit the order. Printer cartridges for IRS owned
printers must be obtained from the IRS SPEC. You will not be reimbursed for consumables
bought for IRS equipment.
Cartridges can be ordered from early September through April. After that, ordering is closed.
Tax-Aide HQs will notify us when GraceWorkz is open for ordering.
Primary and secondary consumables contacts for CA1 are:
a. PRIMARY: CA1 TCS: Larry Metz, CA1_TCS@mycci.net
b. SECONDARY: Grace Talbot, gtalbot@FedRetireSoftware.com
CA1 IRS SPEC contact for IRS equipment consumables is:
a. Lupe Hernandez, lupe.hernandez@irs.gov, (916) 974-5436
Cartridges are ordered on the GraceWorkz website by the Primary or Secondary contacts. Once
someone has ordered a cartridge, their information is stored on the website and subsequent
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 2 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
orders can be placed without the address information. Also, the only information needed to
order the cartridge is the make and model of the printer – the cartridge number is not
necessary and not useful. Furthermore, orders submitted that contain only the cartridge
number will be returned, because it requires a Google search to identify the model that it fits
and that may be ambiguous information if the cartridge fits more than one model. Thus,
provide the following information with the order, based on whether it is the first order of the
person requesting the cartridge or a subsequent order for that person.
If this is the person’s first order:
 Printer make and model
 Quantity needed
 Shipping address
 Phone number
 Email address
If this is the person’s subsequent order:
 Printer make and model
 Quantity needed
Don’t order just one or two cartridges unless it is late in the season and that quantity is needed
to get you through. It is more economical to ship many cartridges at once, so order what you
think you will need for the season. If you need more later, submit another order.
Local purchase of printer cartridges that are on the GraceWorkz list is not authorized and will
not be reimbursed. Cartridges for virtually all printers on the AARP Equipment Inventory Report
sent to Tax-Aide HQs are available from GraceWorkz. Cartridges for IRS-owned printers are
available from the IRS SPEC.
Expenditures for Inkjet cartridges are not reimbursable since the program no longer provides
support for Inkjet printers and they do not appear on the inventory sent to National.
Local purchase of print cartridges that are NOT on the GraceWorkz Consumables List require
no special authorization. Be sure that the cartridge you purchase is not available from
GraceWorkz. If unsure, check with the TCS.
Printer Cartridge Recycling
Option 1: Return empty toner to Staples or similar office supply store for credit
Option 2: You may use the new recycling service offered by GraceWorkz through
FreeRecycling.com
a. Each Location Supervisor will be able to request free toner recycling boxes from the
following:
i. The AARP store site: http://aarp.graceworkz.com, click on the recycle icon
located at the lower left.
ii. Or direct at http://freerecycling.com/forms/recycling-acount-application/
b. Upon completing the Customer Account Application;
i. The requested quantity of recycling boxes will be shipped
ii. A welcome email will be sent which will include an account number
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 3 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
c. When returning to request additional free toner recycling boxes, please go to the
http://Freerecycling.Com/Forms/Re-Order-Free-Labels/ site and enter the account
number assigned to you.
d. Important:
i. Do not use any prior season RED FedEx return labels for empty toner returns
ii. There must be a minimum of 8 empty toner cartridges in each toner recycling
box.
iii. There is no need to include original packaging.
iv. Each toner recycling box has a pre-paid UPS shipping label.
v. After each box has met the minimum quantity required or is full, it can be
delivered to the nearest UPS drop-off facility. Most office supply stores will allow
packages with a pre-paid UPS label to be dropped off to be picked up with the
store's regular scheduled pickup.
Ordering projector consumables. Follow the same procedures as for consumable
ordering for printers. Some, but not all, projector consumables are on the GraceWorkz
Consumables List TY14 document on the OneSupport Help Center. The consumable order
points-of-contact can check the availability of projector parts.
Computer and printer repair: All AARP Foundation Tax-Aide purchased and donated
computers must be coded as “OK” on the previous year’s inventory in order to be repaired or
replaced. There is a one-time ONLY exception for this year – items coded as “NW” on the 2014
inventory will still be eligible for repair. GraceWorkz is responsible for all computer and printer
repair and replacement. Equipment should be identified for repair during the season as the
GraceWorkz option is not available during most of the non-tax season. This also means no local
repair of computers is authorized and will not be reimbursed.
Tax-Aide technical support operates on three levels for repair of equipment and help should be
sought in that order.
 Level I – AARP equipment support help should be obtained from vendor help desks,
websites, the TC, and the TCS. This includes TaxWise Customer Support via the help
desk, email, or chat. A good Google, Bing, or similar search can often lead to a solution.
IRS depot computer help can ONLY be obtained from the TC/TCS or as described in the
documents that came with the computer.
 Level II – The TCS can authorize the custodian to seek help from the AARP Tax-Aide
National Office by email (preferred) at TaxaideTech@aarp.org or by phone at 202-4346099 or 1-800-424-2277 ext. 36099. Alternatively, the TCS can seek help from these
contacts if the custodian or TC would prefer.
 Level III – The National Office can obtain higher level, in-depth technical support from
the Vendor Tech Reps. If unable to provide a fix, they will authorize GraceWorkz to
provide a replacement and provide instructions to the custodian for further action.
Volunteer users should always contact the TC/TCS with hardware and networking questions.
The TCS can recommend users contact the AARP Tax-Aide National Office,
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 4 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
TaxaideTech@aarp.org. The TaxaideTech National assistance number for laptop repair and
networking issues is:
• 202-434-6099
• Toll Free: 800-424-2277 ext 6099
You should expect that it will take about one week from the time TaxaideTech is notified until a
replacement computer is received.
IRS, Personal, and Site equipment: IRS-owned, personally-owned, and site-sponsor-owned
equipment should not be repaired with AARP Foundation Tax-Aide funds.
IRS-owned computers: Request help from the IRS depot in accordance with the instructions
that came with the computer. If required, send IRS laptops in need of repair back to the depot
in accordance with the instructions that came with the computer or as directed by contact with
IRS depot customer support.
AARP Owned computers: This includes all computers on the annual inventory. Follow the
steps identified in the three levels of support described above. GraceWorkz computer repair is
open from October 15, 2014 through April 30, 2015. Once the TCS authorizes contact with the
National office, contact the National office for further repair instructions. Repair is subject to
complying with the following:
 Computers must be on the latest inventory with status of “OK”
 Computers must have an AARP inventory tag affixed. Local substitute tags ARE NOT
acceptable
 Cosmetic repairs will not be fixed, e.g., broken screen frame, scratched cases, etc.
 Computers lost or damaged by negligence will not be repaired
 Stolen computers will be replaced subject to the following conditions
o National Office is provided with a police report if more than one computer is
stolen
o Further
 If computer is replaced then found, inform National so it can be
provided to another State/District
 Or, if put back on State inventory, the next reported computer will not
be replaced when broken
 Computers must not be under warranty. In this case, contact the manufacturer for
repair
If the equipment does not have an AARP inventory tag, contact the TCS who will order a tag for you.
Requesting computer repair or replacement. Submit an email request to TaxaideTech@aarp.org
with the following information (after authorization by TCS, only):
CUSTODIAN NAME:
Address:
Phone Number:
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 5 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
Computer Model:
Computer Serial Number:
Asset Tag:
State:
TCS:
Computer Problem:
A flow chart depicting this process is shown in Appendix 1.
AARP-owned printers: The consumables vendor, GraceWorkz, repairs and replaces broken
printers. Please check with GraceWorkz PRIOR to spending any money on printer repairs. Their
technicians will help troubleshoot and may be able to fix the printer with you over the phone
before authorizing its return for repair or replacement. During the tax season they will ship you
a replacement printer, then you return your printer in the same box. Avoid listing a printer as
“NW” on your inventory. NW equipment is not eligible for repair, so it is a waste of money if
GraceWorkz could have been contacted to repair or replace the printer during the season.
Only printers listed as “OK” on the most recent year’s inventory are eligible for GraceWorkz
repair. Please remember to have all eligible printers repaired before the end of the season as
they will no longer be replaced by AARP Tax-Aide after that time, until just before the new
season starts.
The repair limit for printers not eligible for repair by GraceWorkz is $50 with pre-authorization
from the SC or TCS. Repairs over $50 require pre-authorization by the National office.
Monitors: Monitors should not be repaired locally and should be properly disposed of within
guidelines of the local community. Broken monitors should be recycled.
Projectors: Local repair of projectors can be authorized by the SC or TCS if over $25. A
maximum of $200 can be incurred for repair.
Packaging returned equipment. The custodian is responsible for purchasing boxes and
packaging material as well as paying shipping costs for returned equipment, if necessary. All of
this is a reimbursable expense and can be submitted on an expense statement.
District Equipment Inventory Notation for Broken Equipment: When equipment is
determined to be broken the annual local inventory and CA1 Equipment Inventory Report
should be given a “Status” of “NW” (not working). However, in almost every situation, the
equipment should not appear on the inventory as “NW,” since it can be replaced during the
season by GraceWorkz. Items coded as “NW” may not be eligible to be fixed. When equipment
has been replaced, the inventory report should show a status of “RP” (replaced) in that year and
then removed from the inventory report for subsequent years.
Repair Reimbursement: Only leadership positions, not EROs or counselors, can be
reimbursed for repair costs. Repair costs can be reimbursed by submitting an expense
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 6 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
statement with the following code (remember to get prior authorization of the expense from
the SC or TCS):
 “R” Code expenses:
o Equipment maintenance services
o Equipment repairs and upgrades
Non-working computer and printer disposition: This section describes computer
and printer disposition when they are not economically feasible to repair or don’t meet the
requirements to upgrade to Windows 7. The TC should notify the TCS as soon as any equipment
becomes unusable.
IRS-owned equipment: Unusable IRS Depot laptops should be returned to the IRS Depot. Any
other equipment with a "Property of the IRS" bar code label should be returned to the IRS
Territory Office to be surveyed, unless IRS instructions are to the contrary.
AARP Purchased: The following AARP Foundation-purchased computers that have been replaced
by GraceWorkz should be returned to GraceWorkz: HP 6715b, 6735s, 6910p, Dell Vostro 1520,
Dell Vostro 3500, Dell Vostro 3550, and Lenovo B560 and B590. They should NOT be kept locally
for spare parts. Include the computer, mouse, and power cord/supply. GraceWorkz will provide
instructions and mailing labels for computer return. AARP Foundation purchased equipment
includes equipment purchased by the National office with local donated funds.
In general, the computers will be replaced immediately during the tax season due to the
requirement for immediate use at the site
AARP printers and donated computers: Disposition of non-repairable AARP purchased
computers not identified in the previous paragraph and other non-working AARP Foundation
equipment should occur at low or no cost to the program. If the equipment is useable, donation
to another organization may be appropriate. Recycling is highly recommended when possible.
Remove the equipment from the inventory list. Note: It is essential that hard drives be ‘wiped’
clean of all programs and data before they are disposed of. Contact the TCS for more
information on “wiping” the drives.
District Equipment Inventory Notation for Disposed Equipment: When equipment has
been replaced, the local inventory and CA1 Equipment Inventory Report should be given a
“Status” of “RP” (replaced). The item should be removed from subsequent inventories. If the
equipment was just disposed of with no replacement, the item should be removed from the
inventory.
Equipment Storage and Excess Equipment: Districts are responsible for the adequate
storage of their equipment. Equipment is typically stored by the volunteer who uses that
equipment during tax season. The equipment must be properly stored while it is not being
used during the non-tax season.
Equipment Storage. The guidelines for storage of e-file equipment are:
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 7 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
• Computers: Temperature 0 to 120 degrees / Humidity 10% - 80%
• Printers: Temperature 32 to 89 degrees / Humidity 40% - 70%
• Toner cartridges: Temperature 32 to 95 degrees / Humidity 35% - 85%
Equipment should not be placed on the floor or stacked near the ceiling of uncontrolled
temperature facilities (e.g., garage, shed, rented storage facility).
After storing, computers and printers must reach room temperature before being turned on.
This usually requires the equipment sit overnight at room temperature.
Do not store laser printers with toner cartridges installed. Partially-used cartridges should be
removed and sealed in a dark, airtight bag. A tightly wrapped green/brown/black plastic trash or
lawn bag works well for this.
Excess Equipment. Excess AARP-purchased equipment (no longer needed, but still
functional) should be reported to the TCS. The TCS will attempt to see if someone else in CA1
can use the equipment. If not, the TCS will see if someone in the Pacific Region would like to
receive it. If no one else desires the equipment, then the AARP-purchased laptops should be
sent to Tax-Aide HQs and the non-AARP purchased computers and all printers should be
disposed of locally, via donation to an organization or recycled. An email should be sent to
TaxaideTech@aarp.org advising them of the disposition. The item should be deleted from the
inventory.
Computer Tune-up procedures. Computers that have been imaged do not have to have
the tune-up procedures described in this section accomplished on them. Other AARPpurchased, donated, personal, IRS depot, and, insofar as possible, site computers should have
the tune-up procedures accomplished prior to the start of the tax season. The motivation for
doing this is security, both for detecting and removing any virus, malware, or worm that may be
on the computer and prevention of getting infected by these items. The tune-up procedures
can be found on the OneSupport Help Center – see the “Related Documents” section of this
document for the location.
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 8 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
APPENDIX 1 - COMPUTER REPAIR FLOW CHART
The following flow chart depicts the computer repair process starting with the computer custodian
having the problem making contact with the TCS.
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 9 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 10 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
APPENDIX 2 - EQUIPMENT REPAIR AND DISPOSITION MATRIX
Condition - Not Working
Equipment
Type
During tax season
Max $s
Outside tax season
For Repair
Disposition Inventory Code
Can't be fixed
Notes
GraceWorkz will provide
disposition instructions.
May require local
disposition.
Code RP is only used for one year. The
following year the computer is removed
from the inventory.
GraceWorkz will provide
disposition instructions.
May require local
disposition.
Code RP is only used for one year. The
following year the printer is removed
from the inventory.
AARP Purchased and in inventory (including Tax-Aide purchased equipment bought with donated funds)
Computers
Contact TC who will contact TCS if unable to
repair. TCS will work with National for repair
or replacement by GraceWorkz.
N/A
N/A
1. Apply code "RP" if
computer was returned
to GraceWorkz
2. If authorized, dispose
of locally and remove
from inventory.
Printers
If in inventory, contact GraceWorkz for repair
or immediate replacement
N/A
N/A
1. Apply code "RP" if
printer was replaced.
2. If disposed of, delete
from inventory.
Projectors
$200 with
(from any
authorization
If disposed of, delete
source and Repair locally
Repair locally
from SC or TC if
from inventory
in
over $25
inventory)
Other and in inventory (including equipment bought locally with donated funds or donated equipment)
Computers
Code "RP" if replaced.
Contact TC who will contact TCS if unable to
repair. TCS will work with National for repair
or replacement by GraceWorkz.
1. If in inventory, contact GraceWorkz for
repair or immediate replacement
Dispose of locally.
N/A
1. N/A
N/A
If disposed of, delete
from inventory.
Dispose of locally
Code RP is only used for one year. The
following year the computer is removed
from the inventory.
Dispose of locally
Code RP is only used for one year. The
following year the printer is removed
from the inventory.
1. N/A
Code "RP" if replaced.
Printers
2. If not in inventory, repair locally subject to
repair costs.
2. If not in
inventory, repair
locally subject to
repair costs.
Condition - Excess
AARP Foundation Tax-Aide, CA1Support
2. $50 - need
authorization
for over $25
If disposed of, delete
from inventory.
Disposition
November 4, 2015
Page 11 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
All
Notify the TCS of any working excess
equipment. He will attempt to give it to
another Tax-Aide organization.
AARP Foundation Tax-Aide, CA1Support
Notify the TCS of
any working excess
equipment. He will
attempt to give it to
another Tax-Aide
organization.
November 4, 2015
N/A
None - remove from the
inventory
Provide to another
district, the region, a
local organization, or
recycle.
Page 12 of 17
When excess equipment is disposed of,
the TCS will contact TaxaideTech and
advise them of the disposition. Then,
remove it from the inventory.
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
APPENDIX 3 – GRACEWORKZ EQUIPMENT REPAIR AND RECYCLING
PROCEDURES
Detailed Instructions For Requesting Service
2014 -2015 Instructions
Ordering Consumables Procedures
1. Only the TCS or alternate can order consumables. Request your order from one of them as described
later.
2. To place your order for printer supplies (toner cartridges or drums), the preferred method is the online
GraceWorkz store located at http://aarp.graceworkz.com. (Detailed instructions are below.)
3. Other ways to contact GraceWorkz for orders:
 Phone in orders between 8:00AM and 5:00PM central standard time Monday – Friday by calling
866-448-0420 or direct at 608-467-4086: Choose option 2 (sales) or Option 4 (customer service)
 Online email orders to orders@graceworkz.com.
4. Consumables covered under the GraceWorkz Plan include the printers, and projectors, in the
document “GraceWorkz Consumables List TY2014” which can be found on the OneSupport Help
Center.
5. Consumables can be ordered from mid-September to April 30th each year. National Office will advise
when the season opens.
Eligible Printers For GraceWorkz Repair. GraceWorkz will also provide support for printers with a
lifetime extended warranty on service parts and labor. The printers supported by GraceWorkz will be repaired
and/or replaced by GraceWorkz. This will require all AARP Tax-Aide printers supported by GraceWorkz to be
repaired Only by GraceWorkz and the consumables for those printers to be purchased Only from GraceWorkz.
The GraceWorkz Plan includes repair/replacement for the following printers:
Brother Models:
 HL1240, HL1440, HL2040, HL2140, HL2270, HL5240, HL5250, HL5280, HL5340, HL5370, HL5450DN,
HL5470DW
Dell Models:
 1700, 1710
HP Models:
 4, 4+, 4L, 5, 5L, 5M, 5P, 5Si, 6L, 1000, 1012, 1018, 1020, 1022, 1100, 1150, 1160, 1200, 1320, 2100,
3100 MFP, 3390, 4000, 4050, 4200, 8000, P1006, P1102W, P1505, P1606, P2015,
Lexmark Models:
 E210, E232, E234, E240, E250, E260, E350, E352, E360, E450, E460, Optra E310, Optra E320, Optra
E322, Optra S1620, Optra S1650, X264
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 13 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
Samsung Models:
 ML1210, ML1430, ML1710, ML1740, ML1865W, ML2010, ML2510, ML2525
NOTE: For your printer to be eligible for repair, it must have had status “OK” on the May 2014 equipment
inventory. Items on the 2014 inventory listed as “NW” can be repaired this year, only. A list of all working
printers was submitted to GraceWorkz prior to the season for reference.
Printer Repair Procedures. If you have a printer failure, the preferred method for contacting GraceWorkz is to
send an email request to service@graceworkz.com. This will create an electronic work ticket which streamlines the
follow up process and the service can be tracked from cradle to grave. Printer repair by GraceWorkz commences once
consumable ordering is open and ends on April 30, 2105.
1. If you can’t determine the problem from the user manual, please contact the TC or the TCS. If they
can’t determine the problem, then the custodian should contact GraceWorkz, directly, using these
procedures.
2. When requesting service, please use the following format:
a. Type in your email subject line:
i. Your state/split-state, brand and model
1. Example: CA4, Brother HL 5370
b. Type in your message:
i. Printer brand, model, serial number and asset tag number,
ii. Example: Brother HL 5370, SN: ABC12345, ATN: 12345ABC
iii. Brief problem description
iv. Printer location address
v. Contact name, e-mail and phone
vi. If the printer is located at another location, specify if you would like the FedEx label
emailed directly to the user of the printer
c. You will receive service follow up from GraceWorkz
3. You may also call at 866-448-0420 or 608-467-4086 (Select option 1 for tech service)
4. Email service request example:
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 14 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
New Repair requests made pre-tax season (September through December), excluding observed holidays, will
be serviced using the GraceWorkz Depot Repair Service. Requests made during the tax season (January
through April) will be serviced using the GraceWorkz Replacement Service.
Depot Repair: Available mid-September, 2014 thru December 31, 2014.
Your defective printer will be shipped to GraceWorkz with the FedEx shipping label provided by GraceWorkz
Service Department. Your same printer model and serial number will be serviced and returned unless the
extent of the failure requires the printer to be replaced. GraceWorkz service department will maintain
communication thru email concerning questions, answers, and tracking information.
Replacement Service: Available January 2nd 2015 thru April 30, 2015
A replacement printer will ship the same day of the service request, FedEx ground, for service requests made
by 2:00 PM CST. You return the failing equipment in exchange. To return the failing equipment, use the
prepaid return label and follow shipping return instructions found in the shipping box you received with the
replacement printer. The returned equipment becomes property of GraceWorkz, LLC.
Ordering Listed Consumables Online - Detailed Instructions
1. Access the website https://aarp.graceworkz.com.
2. Sign in as a returning customer with your email address. The password to access GraceWorkz is the
password used on IRS Depot computers THIS YEAR. If you are unable to get the password to work,
please send an email to TaxAideTech@aarp.org.
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 15 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
3. Upon sign-in, the ordering continues through use of the navigation on the left of the screen. Either use
the search function or choose the printer manufacturer under “GraceWorkz Supplies”.
4. Locate the consumable needed and press “Add to cart”. Please note that orders should be separated
by “ship to” address. If you are ordering for several individuals with different final shipping addresses,
the order for each individual will need to be placed separately; however, multiple different cartridges
can be ordered for the same individual shipping address.
5. Once in the “Your Cart” section, you can change the quantity of the shipment or return to the menus
on the left if other consumables are needed. NOTE: You will need to click “recalculate” after changing
the quantity of an order.
6. When you have all of the consumables for an individual in your cart, click “Proceed to checkout.”
7. On the “1Page Checkout” page, you will need to use the drop down menu to select “601 E St. NW” for
your “1. Billing information”.
8. For “2. Shipping information”, you will need to fill in the recipient’s information. Prior season
information does not exist.
9. In “3. choose your shipping method” no entry is necessary.
10. In “4. payment information”, the text should indicate that no payment is necessary and all
consumables and shipping charges should indicate $0.00. If you require overnight shipping, your order
must be placed by 2:00 PM CST, and “Next Day Delivery” must be indicated in the “Order comments”
box.
11. Click “Place Order” after verifying the order at the bottom of your screen in the grey box. If you are not
ready to place the order yet, choose “Edit items in your cart”.
12. You will receive an order number which will also be sent to your email address. Tracking information
for the shipment will be sent to your email address later as well.
13. For order history review and track packages go to the log into your store account by following the steps
above. Go to the tab “My Account” located in the upper left. In the “My Orders” sub-section outlined
in dark blue, left click on the 1st option “Review orders / track packages”. You can also print receipts
here.
2014-2015 Recycling Options:
1. Return empty toner to Staples or similar office supply store for credit
2. You may use new recycling service offered by GraceWorkz through FreeRecycling.com.
a. Each Location Supervisor will be able to request free toner recycling boxes from the following:
i. The AARP store site: http://aarp.graceworkz.com click on the recycle icon located at the
lower left.
ii. Or direct http://www.freerecycling.com/id/GraceWorkz.htm
b. Upon completing the Customer Account Application;
i. The requested quantity of recycling boxes will be shipped
ii. A welcome email will be sent which will include an account number
c. When returning to request additional free toner recycling boxes, please go to the following site
and enter the account number assigned to you:
http://www.freerecycling.com/id/GraceWorkz_Re_Order.htm
d. Important:
i. Do not use any prior season RED FedEx return labels for empty toner returns
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 16 of 17
EQUIPMENT SUPPORT
PROCEDURES FOR CA1 TECHNICAL COORDINATORS
(Preliminary document for TY 2015)
ii.
iii.
iv.
v.
There must be a minimum of 8 empty toner cartridges in each toner recycling box.
There is no need to include original packaging.
Each toner recycling box has a pre-paid UPS shipping label
After each box has met the minimum quantity required or is full, it can be delivered to
the nearest UPS drop-off facility. Most office supply stores will allow packages with a
pre-paid UPS label to be dropped off to be picked up with the store’s regular scheduled
pickup.
AARP Foundation Tax-Aide, CA1Support
November 4, 2015
Page 17 of 17