GeekHampton requires a non-refundable deposit to diagnose out-of-warranty devices. Only management may authorize exceptions to the deposit requirement.
Communicate the policy to the customer
The deposit is $50 plus tax, which totals $54.31.
Explain to the customer that the fee is non-refundable but will be applied to any work performed (on the machine being diagnosed). $54.31 will go toward the total cost (parts and/or labor) after the machine has been diagnosed and the customer has approved the repair. For example, a customer brings in a computer that has stripes across the screen. The Tech department diagnoses the issue and determines the computer requires a new logic board. The customer approves the repair. A $54.31 credit will be applied to the total cost of the repair.
In cases where diagnosis takes minimal time and the malfunctioning computer is not repairable, the Tech Department may choose to offer the customer a credit in the amount of the diagnostic fee toward a new computer at the time of the diagnosis.
This offer is at the discretion at the Tech Department only. Sales employees are not permitted to mention or offer this option to customers without the express permission of a Tech Manager.
The credit may not be used for purchasing other merchandise now or in the future or applied to any future service or future purchase of a machine. The credit is only good for a new machine immediately after the Tech Department has determined that the machine is not repairable.
Document the deposit in LightSpeed
Find the SRO in LightSpeed
Diagnostics are added to the “Parts” tabs in the SRO (product code is “Geeks Diagnosis”).
Double click on the Product Code “Geeks Diagnosis” to add it to the SRO.
The Deposits Tab will automatically open (or click Deposits if it doesn’t open). Payment for the diagnostic fee is entered in the “Deposits” Tab. Credit card deposits are handled the same as any transaction. See below for cash deposits.
Handling Cash Deposits
Cash deposits are not taken at the GeekBar, they must be done at one of the front POS machines. Cash deposits are entered in the "Deposits" section in an SRO by clicking on "Cash." However, they are handled differently than normal cash transactions that are done in invoices because LightSpeed will not automatically calculate the change due to the customer. Do not enter the cash tendered (amount you were given) into the "Payment" field, as the "Deposits" section in the SRO does not calculate change as it would in an invoice.
For example: A customer gives you $60 cash. The deposit required with tax is $54.31, which leaves $5.69 due back to the customer. It is necessary for the salesperson to determine the cash due back to the customer either by using a calculator or calculating the change in their head. LightSpeed will not figure this out for you.
Enter $54.31 into the “Cash Payment” field and hand the customer $5.69 in change.
Do not enter “$60” or the drawer will be off.
Critical: Once this is entered in the “Cash Payment” field, it is necessary to click on the “Save” button in the cash payment window, in order for LightSpeed to register the deposit.
Always give exact change back so the drawer isn’t off at the end of the day.