Intake Questions and Verification

Policy

All GeekHampton employees ask customers the following standard list of questions and complete these verification steps when accepting machines for service or repair. Many of these questions are excellent opportunities to offer products or services such as hard drives for backup and system upgrades. Always consider the whole picture of the customer’s needs when taking in a device for repair.

Procedure

System Upgrade

  1. Do you have a recent backup? 
    Verify: Check the date in the Time Machine icon in the menu bar (on machines with newer operating systems, the Time Machine menubar icon may be hidden by default) or on the actual backup drive in the backup folder. If they do not have a backup, explain the importance of having a backup and discuss backup products and services offered by GeekHampton.
  2. What is your admin username and password? 
    Verify: Go to System Preferences, Users & Groups or Accounts, and attempt to unlock the System Preference pane by clicking on the lock icon in the bottom left corner of the window. Enter the password the customer gave you in the window that pops up.
  3. What is your AppleID? 
    Verify: If using a computer, go to applied.apple.com to verify. If using an iOS device, go to icloud.com to verify. You can also verify by logging in to iTunes if you are not able to login using the previous methods. 

    NOTE: If installing a new OS through the App Store (Lion and newer), the customers AppleID is required. If the customer has never purchased anything from iTunes or the App Store, they may be required to re-enter their security code on their credit card. If possible, start the purchase of the software needed while at the GeekBar. This will bring up any potential problems with the customers AppleID and the issues can be addressed easier with the customer nearby. 
     
  4. Do you have important software that you use regularly on your machine? 
    Critical: Check for incompatible software on the machine even if customer says they do not need the software. Sometimes the customer answers that they only use the program once in awhile; explain to them they will NEVER be able to use this software again (e.g., Palm Software or Appleworks). Verify: If you are unsure whether an application is compatible, go to http://www.roaringapps.com to check.

PC to Mac Transfer

Please have Sheryl, Ben or John Vargas look over the SRO before the customer leaves. Ask them thoroughly what they use on the PC. Where do they check their email, do they want their bookmarks.  What programs they use on the PC. 

Mac to Mac Transfer

  1. If the computer was not purchased with us, ask: Has the new machine been used yet?
    It is easier to do a transfer to a new machine than one that has already been used. If it has been started, ask the customer if there is anything important on the new machine already. Explain that if they have used the machine already and items have been saved to it, they will end up having a second user account. It’s important to discuss this with them in advance so they are not confused when they get their computer back.
     
  2. What information would you like to have transferred? Applications, specific users, specific libraries (iTunes, Photos) all data, or just a specific folder or file?
     
  3. What is your admin username and password on both machines? 
    Verify: Go to System Preferences, Users & Groups or Accounts, and attempt to unlock the System Preference pane by clicking on the lock icon in the bottom left corner of the window. Enter the password the customer gave you in the window that pops up.
     
  4. If customer is transferring to a new OS, ask: Do you have important software that you use regularly on your machine? 
    Verify: To check for software incompatibility, go to System Profiler (or System Information on Macs with Lion 10.7 or higher). Click on “Applications” in the sidebar. Sort list of applications by type. If the computer is upgrading to anything beyond Snow Leopard 10.6, any apps that are “PowerPC” will no longer be compatible.  Any apps listed as “Classic” probably do not currently work and should be pointed out to the customer as non-functioning.

Wipe N Refresh

  1. Critical: Make sure the customer understands that all data and software will be lost from the current state of the machine.
     
  2. What would you like your new username and password to be?
     
  3. Do you have any other requests such as installing a newer operating system or particular software after the computer is wiped clean?

Accidental/Liquid Damage Repairs

  1. Critical: Do not try to power on the machine as you can damage the machine further if the interior components are wet. Ask the customer if they tried turning on the machine after the spill.
     
  2. Critical: Ask the customer when the spill happened. If it has just happened minutes before coming in to the store take the computer to the Tech Department immediately and ask a tech to look at it.
     
  3. Critical: You cannot run diagnostics on a computer with a liquid spill because you can’t power it on. Do not try to turn it on.
     
  4. Critical: Explain to the customer that accidental and liquid damage are not covered under AppleCare, but if they purchased GH+ when they got the computer it will be covered.
     
  5. Critical: Liquid damage repairs require a deposit, even if they are under AppleCare. The only exception is if they have purchased GH+ or if a manager determines no deposit is required. Please see “Diagnostic Deposits” policy and procedure for more information.

Other Repairs

All other repairs should proceed with the normal SRO intake process. Please see “Setting up an SRO” policy and procedure for more information.