Flow of computers in tech support - Revision history

Aroberts at 20:33, 16 May 2014

2014-05-16T20:33:59Z

2010-07-06T21:59:29Z

2010-07-06T20:47:25Z

categorized

2010-05-22T00:20:55Z

If the system is repaired for the customer

2010-05-22T00:13:36Z

Desktops

2010-05-21T23:11:45Z

2010-05-21T22:59:26Z

Thrift Store Customers

2010-05-21T22:58:24Z

If a replacement system is not available

2010-05-21T22:57:06Z

=If a replacement system is not available

2010-05-21T22:56:34Z

If a replacement system is not available

← Older revision		Revision as of 20:33, 16 May 2014
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		+	{{Migrated}}
		+	[https://docs.google.com/document/d/1poEGKTriiYJASXpPJzkvLmDkGHAEja9NEFq3yT_lxNQ/edit?usp=sharing Link]
		+
	==Overview==		==Overview==
	Because Free Geek has multiple ways that computers leave the building, different warranties, and requirements from the Oregon eCylces program, knowing how computers move about the building (and how to track that in the database) is tricky. This document aims to be a case-by-case explanation of how this presently works.		Because Free Geek has multiple ways that computers leave the building, different warranties, and requirements from the Oregon eCylces program, knowing how computers move about the building (and how to track that in the database) is tricky. This document aims to be a case-by-case explanation of how this presently works.

← Older revision		Revision as of 21:59, 6 July 2010
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	** Give tally sheet to front desk to process as per normal		** Give tally sheet to front desk to process as per normal

−	[[Category:Tech ~~Support~~]]	+	[[Category:Tech support]]

← Older revision		Revision as of 20:47, 6 July 2010
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	** Try to get the customers zip code and fill out a receiving tally sheet		** Try to get the customers zip code and fill out a receiving tally sheet
	** Give tally sheet to front desk to process as per normal		** Give tally sheet to front desk to process as per normal
		+
		+	[[Category:Tech Support]]

@@ Line 10: / Line 10: @@
 * Make sure they sign the "picked up by:" field on the work order form.
 * Add notes to RT ticket and resolve it.
 ==If the system is repaired, but the customer has already gotten a credit or replacement==
 ===Desktops===

@@ Line 15: / Line 15: @@
 *a new printme is generated and attached to the box/laptop.
 * Systems are put back on the wire shelves near the classroom
 ===Laptops===
 * Restored to default configuration

@@ Line 1: / Line 1: @@
 ==Overview==
 Because Free Geek has multiple ways that computers leave the building, different warranties, and requirements from the Oregon eCylces program, knowing how computers move about the building (and how to track that in the database) is tricky.  This document aims to be a case-by-case explanation of how this presently works.
 ==If the system is repaired for the customer==
 * Call the customer to let them know
 * Make sure they sign the "picked up by:" field on the work order form.
 * Add notes to RT ticket and resolve it.
-==If the system is repaired, but the customer has gotten a credit or replacement==
+==If the system is repaired, but the customer has already gotten a credit or replacement==
 ===Desktops===
 *First the system they left behind is restored to the default configuration

@@ Line 29: / Line 29: @@
 * At present, there is no system for this case.  I have been writing down names/numbers and contacting the customer when a replacement is available.
-==Thrift Store Customers==
+===Thrift Store Customers===
-===If a replacement system is available===
+====If a replacement system is available====
 * Give the customer a new system of equal or great performance
 * Disburse the new system to them, marking the type as "replacement"
 * Put a reject label on the system and put either in the hardware evalutation pile or laptop incoming.  Leave the tech support work order if going to laptop incoming.
-===If a replacement system is not available===
+====If a replacement system is not available====
 * Apologize to the customer for being inconvenienced!
 * Fill out a tech support store credit form

@@ Line 38: / Line 38: @@
 * Fill out a tech support store credit form
 * Direct customer to the store
 ==Out of warranty==