Setting Up a Service Request Order (SRO) for a Computer

Policy

A Service Request Order (SRO) is created for all machines accepted for repair at GeekHampton.

Procedure

Determine the issue with the machine

  1. Use open-ended discovery questions to develop a complete understanding of the issue the customer is having with the machine. Open-ended questions require detailed answers rather than just “yes” or “no.” Refer to the “Intake Questions and Verification” policy and procedure for a list of questions to ask.

  2. Run Apple Service Toolkit (AST) diagnostic tests (mandatory). Refer to the “Apple Service Toolkit (AST)” policy and procedure for instructions on how to run this test.

Communicate rates and turn around time to customer.

  1. Give the customer a current rates sheet and tell them a technician will call them with an estimate for the repairs. Tell the customer about the diagnostic fee. Do not quote any price for the repair.

  2. Critical: Do not make any promises regarding turn around time. Every customer must be told the following regarding turn around time:

    1. Repairs vary widely, and repair time can vary as well. Ask the tech dept what the current turn around time is.

    2. Record the estimated date of diagnosis on the SRO on the Options tab and explain to the customer that the tech department will call them when they have diagnosed the issue. If the tech department is running behind on the stated diagnosis date, they will contact the customer. We put the date of estimated Time on the SRO the tech dept calls the customer when they get to that repair. If they are running behind the estimated date then they touch base.

  3. Give the customer GeekHampton’s current business hours.

Create an SRO in LightSpeed

SRO button

SRO button

  1. Login to LightSpeed create an SRO with the SRO (wrench) button.

  2. Ask the customer if they have had a computer repaired or have purchased equipment at GeekHampton before and, if so, search for them by entering their last name in the “Customer” field as shown below. Confirm the name, phone number, and email address we have on file. If they only have name or name and email please fill in the rest of the information. Name, Phone, Email and Address are mandatory on all repairs. Please confirm the phone number by reading it back to them (even if they just gave it to you or if it was already in their record).

  3. Add new customers to the system being sure to enter their name, phone number, email address, and billing or shipping address. Read the information back to the customer to confirm it has been entered correctly.

 
Search for customer by entering their last name in the Customer search field.

Search for customer by entering their last name in the Customer search field.

 

Determine warranty status

Enter the serial number of the machine to determine warranty status and communicate the status to the customer.

Once the serial number is entered, hit the return key on the keyboard.

Once the serial number is entered, hit the return key on the keyboard.

  1. The serial number of Apple products varies by machine. Please refer to reference sheet, “Locating Serial Numbers” if you are unsure of where to find the serial number.

  2. All serial numbers are entered in CAPITAL letters.
    Critical: Once the serial number is entered, hit the return key on the keyboard.

  3. LightSpeed will then pull up the model and warranty information on the unit. If no information is returned, double check that you have entered the serial number correctly. If information is still not returned then the machine is legacy (e.g., G4) and is not covered under warranty. If no information is returned, enter the machine information yourself in the description field.

  4. Communicate the warranty status of the machine to the customer, if they disagree about the warranty, check to make sure you are entering the serial number correctly.

Enter the following information into the “Problem Description” field.

Use command + “,” to pull up the phrase list and select the issues listed.

Use command + “,” to pull up the phrase list and select the issues listed.

  1. Enter the issue as described. Use command + “,” to pull up the phrase list and select the issues listed.

  2. Use descriptive words and refrain from using generalized adjectives or slang. For example, rather than saying, “The trackpad is wonky” use “The trackpad does not track properly” or “The trackpad button does not depress.” More information is better than less. Be as descriptive and precise as possible.

  3. Enter results of the AST test (if applicable).

  4. Enter the admin username and password of the machine.

    1. Critical: VERIFY the password before the customer leaves: 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.

    2. If the customer does not know the password, let them know we can reset the password. Critical: Explain the drawbacks to doing so—any saved passwords in their keychain (banking login, saved email passwords, etc.) will be lost and have to be re-entered. Document in the “Printed Notes” that they do not know the password and have agreed that the password can be reset if needed.

  5. If the work on the machine requires an AppleID (e.g., system upgrades or installing software from the App Store) enter this information on the SRO and verify. In addition verify if it has 2 factor verification and explain to the customer what this means.

  6. Note any physical or cosmetic damage to the machine by entering in the GH Intake App.

 
The Problem Description field of the SRO.

The Problem Description field of the SRO.

Accepting Peripherals and Accessories with Machine

  1. Power cables for Apple products should NEVER be taken in, unless they are critical to or linked to the repair.

  2. If the customer has to leave a backup drive, or any peripherals necessary for the repair (power supplies for backup drives, mouse or keyboard if linked to the issue, etc.), be sure to check the corresponding boxes in the “Additional Items” field, and note the items in the “Problem Description” field. Be sure to describe the items checked in, and note the make and model if possible (e.g., Black LaCie drive).

  3. Please refer to “Intake and Labeling of Additional Items” policy and procedure for more information.

Take a deposit for out-of-warranty computers. Please refer to the “Diagnostic Deposit” policy and procedure.

If no deposit required, proceed to saving and printing out the SRO (see attached example).

Ask the Customer to Review the SRO

Ask the customer to review the SRO for errors and sign it. Give the customer a copy of the SRO. Ask customer to verify the contact information.

Adding Additional Information to the SRO

If additional information needs to be entered in the SRO after it was signed, edit the SRO “Problem Description” or “Internal Notes” to reflect the changes, print out a new copy, and staple it to the original. 

Critical: DO NOT handwrite notes on the SRO. Handwritten notes cause many communication issues. Always document on the electronic SRO.  Please refer to the “SRO Documentation” policy and procedure.

Complete the Options Tab of the SRO

Before you finish hit options and fill in all the boxes

Take SRO to Tech Department

Put the store copy of the SRO in the bin on the wall next to the door in the Tech room. Put it in the back of the other SROs in the bin. The Tech’s pull from the front, so it is important to add new SROs to the back so the repairs are done in order by date.

 

Sheryl Heller