Frequently Asked Questions

How do I submit a Bronco Fix-It request?

What types of issues should be submitted to Bronco Fix-It?

What do I do in the event of an emergency and who do I call?

How long will it take for my request to be resolved?

Will I have to pay for the repairs I have requested?

Do I need to be home when the repair person arrives?

Who do I contact if I have questions or concerns about my service?

What if I need to edit or cancel a previously submitted work order?

How do I submit a Bronco Fix-It request?

All non-emergency maintenance needs at Western Michigan University should be submitted via Bronco Fix-It.

To learn how to submit a request for service, please watch the video, "WMU How to Submit a Request for Service."

The background information needed to complete the request is:

  • Building name or number
  • Your name
  • Your phone number
  • Your WMU email address
  • Area or room number involved

Once this is completed, there are three pull-down menus to explain the issue you are experiencing and an open text box to give further information about what you are experiencing.

Once the request has been completed and submitted, you will receive a confirmation page. You will also receive a confirmation email when the request has been accepted.

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What types of issues should be submitted to Bronco Fix-It?

Any problems with WMU campus property should be submitted into Bronco Fix-It unless it is an emergency or an immediate threat to someone or something’s safety or security.

In the event that the issue is an emergency, call the appropriate number below.

Monday through Friday: 7 a.m. to 5 p.m.
Call Facilities Management Service Center: (269) 387-8514

All other times: evenings, weekends and holidays
Call WMU Public Safety: (269) 387-5555

The categories of items that Bronco Fix-It recognizes are:

  • Appliances
  • Doors and locks
  • Electrical and lighting
  • Flooring
  • General
  • Heating and cooling
  • Plumbing and bath
  • Safety equipment

If the issue you are experiencing cannot be properly described using the three pull-down menus and the text box, please call the Facilities Management Service Center at (269) 387-8514 and someone will assist you with your request.

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What do I do in the event of an emergency and who do I call?

An emergency is defined as an immediate threat to someone or something's safety or security. This may include floods, biohazards or similar situations. If you have a maintenance emergency at WMU, use the phone to contact one of the following.

Monday through Friday: 7 a.m. to 5 p.m.
Call Facilities Management Service Center: (269) 387-8514

All other times: evenings, weekends and holidays
Call WMU Public Safety: (269) 387-5555

Fire or medical emergency please call 911.

How long will it take for my request to be resolved?

The purpose of the Service Requests Priority Guidelines are to:

  • Provide a system to prioritize the use of limited staff and financial resources.
  • Provide equitable treatment to all customers.
  • Allow the orderly, timely and efficient accomplishment of facilities work.

When work is received it is assigned to one of five priority levels. Within each priority level work is assigned primarily on a first-in, first-out basis, subject to coordination of work and availability of time, materials and human resources. As requests are received, they will be scheduled according to the following priorities.

Emergency

Emergencies will be addressed as soon as possible. Examples are failure in electrical power, a break in the water line, lock failure, personal safety, etc. Emergencies should be called in to the Facilities Management Service Center at (269) 387-8514 or the WMU Department of Public Safety after hours at (269) 387-5555.

Same-day service

This refers to failures that impair but do not render inoperative and will normally be accomplished within 24 hours.

10-day service

This service is considered a higher priority routine work. All routine work is scheduled depending on the availability of the trades persons and materials involved. Our objective is to complete the request in 10 working days.

30-day service

This service is considered a lower priority routine work. Labor and material availability place work in this category. Our objective is to complete the request in 30 working days.

Deferred work

While every attempt is made to accomplish all work in a timely manner, there are times when maintenance must be deferred. The requesting department or individual will be notified of the reasons for the delay. The understanding of the occupants affected in these cases is greatly appreciated.

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Will I have to pay for the repairs I have requested?

In general, there are no costs associated with routine maintenance at WMU. With the case of vandalism or misuse of a building component, costs will be the responsibility of the identified individual or department.

Also, it is important to understand the difference between routine maintenance (i.e., the work orders submitted into Bronco Fix-It) and a project or renovation requested by a staff for a personal space. The following types of services are a partial list of those paid for by the requesting department:

  • Installing special or dedicated department equipment
  • Maintaining special or dedicated department equipment
  • Furniture or work stations
  • Appliances
  • Office painting
  • Carpeting replacement

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Do I need to be home when the repair person arrives?

No, the requester does not need to be present when the skilled trade worker comes to resolve the issue. Once the repair person has visited the site, they will leave a card notify the requester that they have visited the sight.

If you have any questions or comments, contact WMUs Facilities Management Service Center at (269) 387-8514 or fm-servicecenter@wmich.edu.

Who do I contact if I have questions or concerns about my service?

If you have any questions from the time your request is submitted to after the work is done, contact the Facilities Management Service Center at (269) 387-8514 or fm-servicecenter@wmich.edu. You may also contact the Facilities Management Service Center with any concerns or praises that you may have.

What if I need to edit or cancel a previously submitted work order?

If the nature of a work order needs to be changed or canceled before the work is completed, contact the Facilities Management Service Center at (269) 387-8514 or fm-servicecenter@wmich.edu and explain the changes that need to be made. 

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