RQ Phone Repair Process. Accuracy

Transcription

1 Overview: This document provides step-bystep instructions for submitting a repair request. This guide will help ensure every request is done properly and streamline the customer experience. Accuracy (pg. 1) Service Request (pg. 2) The Request Form (pg. 3) Pre-Repair Examination (pg. 5) Creating a Sales Order (pg. 6) FAQs (pg. 10) Accuracy It is important that all requests are submitted properly. That means completing the pre-repair review of the device, making certain that the customer is fully aware of what we are doing, and what to expect next. It also means paying attention to the forms we are required to fill out, confirming they have all the relevant information, and are filled out accurately to avoid mix-ups and delays in processing the customer s request. Consistency through using this procedure is the best way to make sure that we have all the necessary pieces to complete the customer s request as expeditiously as possible. This procedure guarantees that we give the best service to every customer, every time. 07/04/ P a g e

2 Service Request 1) Once you have accessed the customer s account in RQ, you can assign a service request. This option is in the bottom left hand corner of the RQ account screen, as seen below: 07/4/ P a g e

3 2) Upon assigning the service request, you then begin the process of filling out the request by selecting Create in the upper right hand corner as seen below. The Request Form The request form has a lot of information it needs to help to our repair techs move through the requests as quickly as possible. You may notice some information is put in several different fields, you can use this guide at any time to make certain you are matching the appropriate information to the correct field. 07/4/ P a g e

4 Locations: Input your store location. Sales Rep: Enter your name if you re making the request. Technician: Enter the name of the technician for your district. Contact Name: Enter the customer s name. Contact Number: Enter the customer s best contact number. Description: This area needs to have specific details: o Device name o Device color o Repair type Comments: This is another section that requires a very specific formatting, the specific information must be listed below. o IMEI o Device o Issue (ex: LCD broken, cracked glass, ect.) 07/4/ P a g e

5 Status: You ll notice two types of status listed on the form, each need a particular setting. o Status: Open o Sub Status: In progress Manufacturer: The device brand is needed here. Serial # Shipped: The device IMEI Pre-Repair Device Examination After filling out the request form, you want to do a small review of the device, verifying all things wrong with it at the time. Any anomalies we find should be noted down in the comments section of the request. Think of it as the walk-through before you rent a car; we want to know anything wrong with the phone and make certain the customer is aware of those same damages before we take responsibility for it. To complete the pre-repair review, check the following things. Volume Buttons o Make certain the volume goes up and down in accordance with the buttons. Vibrate Toggle o Check the side vibrate switch, if applicable. Home Button o Make sure it is responsive. Power Button o Make sure it will lock and unlock the phone to the home screen. Camera o Check both rear and front-facing cameras for clarity and basic commands. Proximity Sensor o The device is responsive during a test call, and goes dark when placed to your ear. Speakers o Also test the speakers when making a call, use the hand-held and speaker phone options to check clarity on both ends of the call. 07/4/ P a g e

6 The most important part of the review of the product is to inform the customer of any issues you find. In fact, it s mandatory that before the customer leaves the phone with us they are aware of all issues with the phone that you find. Once you have verified all issues with the device and explained them to the customer, save and print your Repair Request. You will need this copy of the request for the next step. Creating a Sales Order 1) Select the Sales Order button as shown below. 07/4/ P a g e

7 2) Add a service fee to the order by looking up Device Name and Part associated with the issue. 3) Select the repair that matches the request and select OK. This will lead you to the new sales order. 07/4/ P a g e

8 4) Click Save to finalize the Sales Order under the customer s account. This will be used once the repair is completed and the customer returns to checkout. 5) Select Print to give every customer a copy of the Sales Order before it s sent out for repairs. 07/4/ P a g e

9 6) Once the payment is made, an additional pop-up will appear. Select No. 7) Once the process is completed, the service request screen will automatically repopulate. This screen should be exited without any additional action. Please see the next page for FAQs. 07/4/ P a g e

10 FAQs Is there any additional information I need to include in the service request or ask the customer? It's always good to ask as many questions as possible to get as much information from the customer when requesting a repair. Such as: Has this device been repaired before? Do you know if this phone has water damage? Besides the problem you have here, is their anything else wrong with the device? If the customer has any additional information, include it in the comment section of the service request. A customer asked about our repair warranty, how do I explain our warranty after they get a repair? Our warranty for all of our parts covers the customer for the full lifetime of the device as long as the part in question is not damaged or replaced from another repair company. If it is damaged or has been repaired elsewhere, a returning customer would be eligible for a discount but not for free repairs. If a customer has a phone that we don't have parts for, how do I go about ordering parts for them if they want to do a repair? The best thing to do is to call a technician to double check if he or she has the part in stock. Good communication with your technician is vital, as the inventory of parts can vary a great deal and thus, affect the timeframes we give our customers for a repair to be completed. If it s not in stock have the customer pay for the repair in full by creating a service request and then an invoice, which you will leave open under their account. Once this is done, notify technician that the customer has paid so he or she can order the part. 07/4/ P a g e

11 Normally, how long does it take to get parts for customers? Depending on the model, most iphone and some Samsung parts can arrive by next day delivery. The other models of devices will generally take 2-3 business days but can take upward of 3-5 business days. A customer comes back after a repair and something is not working properly, what should I do? Let the customer explain the situation, go to the customer s account and create a new service request detailing everything the customer has told you. Make sure that the phone that he/she has is the same device that was repair by comparing IMEI numbers from the previous service request. Confirm that they are eligible for Warranty Repair (see question #2). Finally notify your technician to verify the information and check part availability 07/4/ P a g e