Difference between revisions of "Flow of computers in tech support"
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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. | ||
| + | ==Internally rejected systems== | ||
| + | * These usually come from adoption classes and the store | ||
| + | * Repair if broken, return to default specs, print new printme | ||
| + | * If not repairable, put reject sticker on system and send to hardware donations (desktop) or laptop incoming (laptops) | ||
| + | * store will sometimes send gizmos for cosmetic improvement (for example drives that don't match to the point where the system looks bad). Do the improvement if possible, and return the box to the wire racks (desktop) or store lockup (laptop). | ||
==If the system is repaired for the customer== | ==If the system is repaired for the customer== | ||
* Call the customer to let them know | * Call the customer to let them know | ||
* Make sure they sign the "picked up by:" field on the work order form. | * Make sure they sign the "picked up by:" field on the work order form. | ||
* Add notes to RT ticket and resolve it. | * Add notes to RT ticket and resolve it. | ||
| − | ==If the system is repaired, but the customer has gotten a credit or replacement== | + | * System counts as a donation. Get customers zip, if possible and receive as per normal. |
| − | *First the system is restored to the default configuration | + | |
| + | ==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 | ||
*a new printme is generated and attached to the box/laptop. | *a new printme is generated and attached to the box/laptop. | ||
| + | * Systems are put back on the wire shelves near the classroom | ||
| + | * System counts as a donation. Get customers zip code, if possible. | ||
| + | |||
===Laptops=== | ===Laptops=== | ||
| − | * Go back into the store storage room locking cabinet with the tech support ticket still attached. | + | * Restored to default configuration |
| − | + | * New printme attached with any new notes about the laptop added | |
| − | + | * Go back into the store storage room locking cabinet with the tech support ticket still attached. (will have both a printme and tech support work order) | |
| − | + | ||
==If the system can not be repaired== | ==If the system can not be repaired== | ||
| − | ==Adoption and Grantees== | + | ===Adoption and Grantees=== |
| − | ===If a replacement | + | ====If a replacement system is available==== |
* Give customer a new box of equal or slightly greater performance | * Give customer a new box of equal or slightly greater performance | ||
* Disburse the new system to them, ensuring that you: | * Disburse the new system to them, ensuring that you: | ||
** Get full contact information | ** Get full contact information | ||
** Mark the "type" as replacement | ** Mark the "type" as replacement | ||
| − | ** Put a completed reject label on the defective unit and put it in in hardware evaluation (desktops) or laptop incoming (laptops) | + | ** Put a completed reject label on the defective unit and put it in in |
| − | ==Thrift Store Customers== | + | hardware evaluation (desktops) or laptop incoming (laptops) |
| − | + | ** You can have the front desk mark this in the database, but you must remind them to mark the type as "replacement" | |
| − | === | + | ====If a replacement system is not available==== |
| − | === | + | * This will happen most often with laptops |
| + | * 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=== | ||
| + | ====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==== | ||
| + | * Apologize to the customer for being inconvenienced! | ||
| + | * Fill out a tech support store credit form | ||
| + | * Direct customer to the store | ||
| + | * Get customers zip, perform a donation on the damaged hardware, and direct to its proper place | ||
| + | |||
| + | ==Out of warranty== | ||
| + | * If a system is broken and a customer chooses to abandon it | ||
| + | ** It needs to be received as a new system | ||
| + | ** 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 | ||
| + | |||
| + | [[Category:Tech support]] | ||
Latest revision as of 13:33, 16 May 2014
 This page has been migrated to a document on Free Geek's Google Drive. Information remaining behind may no longer be relevant. MIGRATOR: When you have tagged this page as migrated, (Link to new page immediately below.) |
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.
Internally rejected systems
- These usually come from adoption classes and the store
- Repair if broken, return to default specs, print new printme
- If not repairable, put reject sticker on system and send to hardware donations (desktop) or laptop incoming (laptops)
- store will sometimes send gizmos for cosmetic improvement (for example drives that don't match to the point where the system looks bad). Do the improvement if possible, and return the box to the wire racks (desktop) or store lockup (laptop).
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.
- System counts as a donation. Get customers zip, if possible and receive as per normal.
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
- a new printme is generated and attached to the box/laptop.
- Systems are put back on the wire shelves near the classroom
- System counts as a donation. Get customers zip code, if possible.
Laptops
- Restored to default configuration
- New printme attached with any new notes about the laptop added
- Go back into the store storage room locking cabinet with the tech support ticket still attached. (will have both a printme and tech support work order)
If the system can not be repaired
Adoption and Grantees
If a replacement system is available
- Give customer a new box of equal or slightly greater performance
- Disburse the new system to them, ensuring that you:
- Get full contact information
- Mark the "type" as replacement
- Put a completed reject label on the defective unit and put it in in
hardware evaluation (desktops) or laptop incoming (laptops)
- You can have the front desk mark this in the database, but you must remind them to mark the type as "replacement"
If a replacement system is not available
- This will happen most often with laptops
- 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
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
- Apologize to the customer for being inconvenienced!
- Fill out a tech support store credit form
- Direct customer to the store
- Get customers zip, perform a donation on the damaged hardware, and direct to its proper place
Out of warranty
- If a system is broken and a customer chooses to abandon it
- It needs to be received as a new system
- 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