Setting Up a Service Request Order (SRO) for an iOS Device

Policy

A Service Request Order (SRO) is created for all iOS devices 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 (AST2) diagnostic tests (mandatory). Refer to the “Apple Service Toolkit (AST2)” policy and procedure for instructions on how to run this test.

Communicate rates and turn around time to customer.

  1. Give the customer the rate of the repair and go over the turn around time for an iOs repair. Please give proper expectations.

    1. AppleCare+ devices should be repaired in 1 to 2 business days.  If the repair is setup on a Saturday it will not arrive until at least Tuesday.

    2. Mail in repairs take 3 to 5 business days.  Explain that the weekend is not included in these dates.

  2. Critical: Do not make any promises regarding turn around time. Record the estimated date of completion on the SRO and explain to the customer that the tech department will call them when the device is returned.
     
  3. Give the customer GeekHampton’s current business hours.

Create an SRO in LightSpeed

  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. Please confirm the spelling of their name.  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 iOS device to determine warranty status.

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

  1. The serial number is accessed in different ways:

    • If the device can turn on go to Settings to General to About and record the serial number.  If the serial number is cut off, hold your finger down on the serial number, hit Copy and then Paste it onto Notes so you can get the full number. 

    • Otherwise go to this link to find where the IMEI/MEID number is and then put that number into GSX to convert to a serial number https://support.apple.com/en-us/HT204073

  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. 
  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.

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

  1. 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.
  2. Note any physical or cosmetic damage to the device.  Take pictures, if necessary, of the damage and add to the Internal Notes field. Show the customer that you have seen this damage as you are noting it.

  3. Enter results of the AST2 test (if applicable) and if you were not able to run AST, please note that. 

  4. Enter the passcode of the device. Critical: Please test the passcode if possible.  
  5. If the work on the iOs device requires an Apple ID (e.g., backup and restore) enter this information on the SRO and verify (verification can be done by going to either icloud.com or appleid.apple.com

  6. Check the backup status:  

    • Customers can backup their iOS device using either iCloud or iTunes. It is important to ask the customer whether or not they have a current backup of their device. Even if the customer says they have a backup, it is important to double check and confirm that this is true. For iCloud, make sure the device is connected to a wifi network, then navigate to their “Settings,” “iCloud,” then “Backup” on their device. Even if there was a backup from this morning, attempt to create a backup with them at the time of intake.

    • If their backup is on a computer note where (i.e.,  "customer's computer" or "GeekHampton's MacBook Pro"). Put the serial number of this MacBook Pro in the “Backup Status” line in the “Problem Description” field in the “SRO” window. Unfortunately, with iTunes backups, unless we do the backup here locally, we cannot check to see if one was completed unless they also happen to have the computer that they sync their device to with them at the time of intake. Please note that iCloud backups are the preferred method for iOS devices, as they can be done without being connected to a computer, and have the tendency to be much more current, as they are automatic (as long as the criteria is met). By explaining this to a customer, they will be much more likely to want to pay for additional iCloud storage to have a current backup, if lack of space was the reason a current iCloud backup hadn’t been completed.

    • If the phone does not turn on and they know their iCloud login information you can go to icloud.com on a computer or another device, and check to see if they have a recent backup. If they do not, please note and explain to the customer that without a backup, or a current backup, they will lose data during the repair process, as it is standard procedure for Apple to wipe iOS devices for testing purposes, during the repair process.

  7. Turn off "Find my Phone" and note this on the SRO.

  8. Make a note of the carrier and explain if it is a Sprint iPhone we are not able to give them a loaner and if it is an AppleCare + replacement when the new phone comes back they will have to contact Sprint to get their phone re-skued.

 
 

Set up loaner if needed. 

  1. If the customer is eligible for a loaner device, and requires one, navigate to the tech room and retrieve the proper Carrier-specific loaner phone that matches the customer’s phone service. Ask a technician if you are unsure of which loaner to choose, or are having difficulty finding a loaner phone.
  2. Take an iPhone Loaner Agreement and a case for the phone and go back to the customer. 
  3. Swap the SIM card from the damaged phone to the loaner phone.
  4. Explain to the customer that the loaner phone will not contain all of their information from their phone being repaired as our loaner phones are of smaller storage capacity and generally will not accommodate a full restore from their backup. Be sure to set realistic expectations for the customer about the repair process. Mail-in repairs generally take about 4-5 business days (business days do not account for weekends when the depot is closed and FedEx does not ship). Whole unit replacements are typically overnight during the week, but may sometimes be delayed due to lack of stock, or if the repair was setup on a Saturday, so be sure to explain the possibility of an extra day of turn around. Although we will not do a complete restore to the loaner phone, we will, however, help them setup their email accounts as well as Contacts, only if the contacts are attached to iCloud or one of the email accounts. Be sure to explain to the customer when we receive their iPhone from Apple, after the repair has been completed, we will assist them in restoring their content from their most current backup (which is generally the one completed in the store during the repair setup process). 
  5. Turn on the phone and sign in with the customer's Apple ID.  Go through the basic setup. 
  6. Go over use of the loaner phone with the customer before they leave.
  7. Make a note on the SRO how you set up the phone (i.e., setup as a new phone, restored from iCloud).

Complete the Options Tab of the SRO

Before you finish hit options and fill in all the boxes

 
 

If a loaner phone is given to the customer, charge them for the expected repair

If you have given the customer a loaner phone make a copy of the Credit Card and charge the customer for the repair. Explain to the customer that we are charging them for what we expect the repair to be.  If Apple gets the phone and “Requotes” the repair we will call and notify them of the change so they can decide if they want to proceed with the repair.

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.

Take SRO to Tech Department

Staple together the SRO, Loan Agreement, and the Credit Card copy (if there was one) and give this paperwork along with the iOS device to someone in the office or one of the techs to setup.