Flow of computers in tech support

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

• First the system is restored to the default configuration
• a new printme is generated and attached to the box/laptop.

Laptops

• Go back into the store storage room locking cabinet with the tech support ticket still attached.
• A new printme form is generated with any additional issues/workaround noted.

Desktops

• Go back onto the appropriate shelf

Adoption and Grantees

If a replacement box 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)

Thrift Store Customers

This assumes that the system could not be repaired or that the effort to repair it exceeds its value (totaled).