Frequently Asked Questions (FAQs)

General Information

Q. What is the Buyback for Chromebooks in Education Program?
A: This program enables education customers to trade in their organization’s devices to help offset the cost and fund the purchase of new Google Chromebooks
Q. Who operates this program?
A: This program is operated by Clover Wireless LLC (Clover Wireless) with assistance from Google.
Q. When is the program available?
A: This program will start April 2017
Q. Who should I contact with questions?
A: You may contact Clover Wireless at enterprise@cloverwireless.com. In addition, information regarding this Clover Wireless program has been provided to Google and you may contact your Google Partner Manager to obtain such information.

How it Works

Q. What are the steps for my School District?
  1. You can reach out to the quote team directly by filling out this form.
  2. Work with your customer to accept the quote within 30 days (quotes may be revised after 30 days based on current market conditions).
  3. Clover Wireless will provide pre-paid shipping labels. Pick-ups can be arranged for larger orders on an as-needed basis. Devices need to be returned within 30 days of the Clover Wireless quote date.
  4. Clover Wireless confirms receipt and trade-up value.
  5. Your customer’s data is securely removed and devices are either refurbished and resold, or recycled, depending on their condition.
  6. Proceeds for the Buyback will be placed on your customer’s account with Clover. Upon request, they can also request a direct check from Clover.
Q. What information is needed on a quote request?
A: You’ll need the make, model, GB and processor of each device you want to trade in, along with the quantity. Please ensure you obtain consent from your customer to submit this information on their behalf for the quote.
Q. Does Clover Wireless manage the sale of new devices?
A: No, Clover Wireless will only manage the buy-back portion of the transaction.
Q. Do we have to send our devices in or will Clover Wireless pick them up at a specified location?
A: Clover Wireless will handle all the logistics (see Customer eligibility). Clover Wireless will provide shipping labels for you to conveniently send in used devices at no cost to you, as well as arrange pick-up for larger orders that require a palletized delivery.
Q. Who pays for the logistics — my school or Clover Wireless?
A: Clover Wireless pays for all logistics for the Buyback for Chromebooks in Education Program.
Q. What is the typical turnaround time for this program?
A: Payment is made within 15 days after devices have completed inspection.
Q. In which currency will the payment be done?
A: All transactions are made in US dollars.
Q. When and how does my company receive portal access?
A: After a quote is initiated, Clover Wireless will provide log in access and credentials via email (Welcome Letter).
Q. Are there local warehouses?
A: All Google devices are shipped to Clover Wireless Facilities in Calexico, CA and Clover Technologies Canada, ULC.
Q. How can the program support global customers with a presence throughout the world?
A: Clover Wireless has locations worldwide, which will be able to organize secure logistics and shipment to the most convenient facility. However, at this time the Buyback for Chromebooks in Education program is limited to the US only.
Q. Will Clover Wireless also do cross-border collections (e.g. devices in different customer countries)?
A: Yes, Clover Wireless is well equipped to handle cross-border collections. However, at this time the Buyback for Chromebooks in Education program is limited to the US only.

Customer eligibility

Q. Is there a minimum number of trade-in devices?
A: No, a quote can be provided for one device or many.
Q. What devices do you accept for trade in?
A: Presently, the program will accept trade-ins of any laptops, tablets, or phones no matter the operating system. However, product lists and prices may change on a regular basis, based on market demand.
Q. Are there any minimum conditions for trade-in devices?
A: Yes. Devices must have battery and battery cover, power on and take a charge, have an intact and fully functioning screen, and be free from water damage. Non-working devices can be sent for secure, compliant recycling, but will not be eligible to receive trade-in credits.
Q. Do we need to include accessories for trade-in devices?
A:  Sure. However, we don’t require the charger and/or accessories for the device to qualify for the quoted refund, but you may send them in for proper recycling.
Q. Do we need to provide proof of purchase for new devices before a trade-in check is issued?
A: No, proof of purchase is not required.
Q. Can we do bulk returns over a period of 3 months?
A: Yes, bulk returns are possible. Clover Wireless would need to ensure that the quote reflects the likely decline of value of the devices over that period. Once set up with portal access customers can continue to self-service future incremental trade-ins.

Data security, device refurbishing, and recycling

Q. What happens to devices once they are traded in?
A: After securely removing any data, devices deemed usable are reconditioned and resold, diverting them from the waste stream. Devices deemed unusable are destroyed and disposed of in responsible ways. All batteries removed from the wireless devices are recycled in EPA and R2 certified facilities.
http://www2.epa.gov/recycle
https://sustainableelectronics.org/
Q. Do you wipe the data on the devices?
A: If the used devices are Chromebooks, they must be deprovisioned using selection “Retiring from fleet” prior to being returned. For non-Chromebooks, please check with the manufacturer on any deprovisioning or data removal procedures required prior to shipping the devices to Clover. Once the devices are received, Clover uses data-wiping tools that have been researched and selected to ensure all data is removed. This is underwritten by the global cyber insurance policy. Data wipe certificate available upon request.
Q. Will the data cleaning result in some type of “certificate of data destruction” or “data wipe” on the device?
A: At your request, Clover Wireless can provide certificates of data wipe by device and IMEI number, as well as a physical certificate.
Q. Can we track the device status and data cleansing results?
A: Yes, this is all managed through the Buyback for Chromebooks in Education Program portal. The entire process is managed by device serial number from collection through to statement. You can export your own report from here.