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.

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.

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

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