Tech support exchanges - Revision history

Koopa: /* Store */

2010-10-28T20:34:45Z

Store

Ali: categorized

2010-07-07T00:31:29Z

categorized

Luiz at 23:06, 21 May 2010

2010-05-21T23:06:39Z

Luiz at 23:05, 21 May 2010

2010-05-21T23:05:53Z

Luiz at 20:53, 21 May 2010

2010-05-21T20:53:38Z

Luiz at 20:21, 21 May 2010

2010-05-21T20:21:20Z

Luiz at 20:35, 4 March 2010

2010-03-04T20:35:55Z

Luiz: reworked

2010-03-04T20:33:28Z

reworked

MichaelWestwind: changes, work in progress

2009-11-07T16:38:09Z

changes, work in progress

MichaelWestwind: merged from "Replacing a box"

2009-09-02T23:10:08Z

merged from "Replacing a box"

@@ Line 10: / Line 10: @@
 ==Store==
-Store units are exchangeable if DOA within 90 days of purchase.  If available, simply grab a comparable (or slightly better) unit from the storage shelves near the clasroom.  Laptop exchanges always require a coordinator.  If no comparable unit is present, which is especially common with high-end laptops and Apple hardware, a customer may be given a store credit for the value of merchandise purchased.  Please fill out a tech support store credit form.
+Store units are exchangeable if DOA within 90 days of purchase.  If available, simply grab a comparable (or slightly better) unit from the storage shelves near the clasroom.  Laptop exchanges always require a coordinator.  If no comparable unit is present, which is especially common with high-end laptops and Apple hardware, a customer may be given a store credit for the value of merchandise purchased.  Please fill out a tech support store credit form. It's on [[Dead trees]] under Tech Support.
 ==Database==

← Older revision		Revision as of 00:31, 7 July 2010
Line 34:		Line 34:

	[[Category:Tech support]]		[[Category:Tech support]]
		+	[[Category: Policy Needs Work]]

← Older revision		Revision as of 23:06, 21 May 2010
Line 1:		Line 1:
−	This page has been replaced. Please see [[Flow_of_computers_in_tech_support here]] for a more complete and up-to-date verision	+	This page has been replaced. Please see [[Flow_of_computers_in_tech_support\|here]] for a more complete and up-to-date verision

	==Overview==		==Overview==

← Older revision		Revision as of 23:05, 21 May 2010
Line 1:		Line 1:
−	This ~~is a~~ page ~~in progress~~.	+	This page has been replaced. Please see [[Flow_of_computers_in_tech_support here]] for a more complete and up-to-date verision

	==Overview==		==Overview==

@@ Line 4: / Line 4: @@
 Because Free Geek has multiple programs and the store, and these cases have different warranties and realities, there are different ways of handling exchanges for each case.  For an overview of the warranties and for a detailed explanation of what is covered and what is not, see the page [[tech support boundaries]]
-==Adoption==
+==Adoption and Grants==
-When a box was adopted and it is within the warranty period of one year, he or she should get a comparable or slightly better box off the FreekBox shelf by the classroom.  If the adopter does not have any files that need saved (or the hard drive has died), the best procedure is to just swap the whole box.  If files need to be saved, you can either swap the whole hard drive or put the drive in a usb drive caddy and rsync the files into the home directory.  If the system is similar swapping the drive can be the quickest, easiest thing to do, but keep in mind that the OS on the swapped system may have been customized and some things may not work without tweaking.
+When a box was adopted or granted and it is within the warranty period of one year, the customer should get a comparable or slightly better box off the FreekBox shelf by the classroom.  If the adopter or grantee does not have any files that need saved (or the hard drive has died), the best procedure is to just swap the whole box.  If files need to be saved, you can either swap the whole hard drive or put the drive in a usb drive caddy and rsync the files into the home directory.  If the system is similar swapping the drive can be the quickest, easiest thing to do, but keep in mind that the OS on the swapped system may have been customized and some things may not work without tweaking.  Some grantees will try and make requests for additional hardware at the time of bringing in a problematic machine.  Please direct these grantees to the normal grant procedure.
 ==Store==
-Store units are exchangeable if DOA within 90 days of purchase.  If available, simply grab a comparable (or slightly better) unit from the storage shelves near the clasroom.  Laptop exchanges always require a coordinator.  If no comparable unit is present, a customer may be given a store credit for the value of merchandise purchased.
+Store units are exchangeable if DOA within 90 days of purchase.  If available, simply grab a comparable (or slightly better) unit from the storage shelves near the clasroom.  Laptop exchanges always require a coordinator.  If no comparable unit is present, which is especially common with high-end laptops and Apple hardware, a customer may be given a store credit for the value of merchandise purchased.  Please fill out a tech support store credit form.
 ==Database==

@@ Line 1: / Line 1: @@
 This is a page in progress.
-When a tech decides that a box is unrepairable, or would take too much time to repair, there are separate processes for dealing with it, depending on whether the box is adopted, granted, or from the store.
+==Overview==
 ==Adoption==

← Older revision		Revision as of 20:35, 4 March 2010
Line 34:		Line 34:
	'''Note''': "Add new return" at the top of the screen is for store use.		'''Note''': "Add new return" at the top of the screen is for store use.

−	~~===Store===~~
−
−	Store boxes should be exchanged through the store. If tech support determines that the box is defective, the store may issue store credit which will go towards a replacement box. They will deal with the database end of it.
−
−	~~Keep in mind that the store has different warranty periods from any other part of Free Geek.~~

	[[Category:Tech support]]		[[Category:Tech support]]

@@ Line 9: / Line 9: @@
 At this point, there is no gui way of doing a simple swap in the database for an adopted box, or of doing any kind of return for it, so for the time being, make a new disbursement, make the disbursement type "Replacement" and note in the comments the system id of the old box if it can be determined
 *Go to "data" in firefox or iceweasel
 *Click on "Entry" under "Disbursements"
 **"Search will allow you to look for the adopter's (or grantee's) previous disbursement and hopefully allow you to tell if it is in the warranty period.
@@ Line 17: / Line 18: @@
 *put "today" in "When did this get given away"
 *Choose "Replacement" for "Type of disbursement"
-*Note the old system's ID in the comments
+*Note the old system's ID and the RT ticket number in the comments
+*Note that the system was replaced (and any other relevant information) in the RT ticket for the issue.
 ===Store===