AppleCare+ for iPad or iPhone

Policy

GeekHampton employees follow this procedure when selling AppleCare+ to iPad and iPhone customers when the AppleCare+ is not purchased at the same time as the iPad or iPhone. 

Note: GeekHampton does not sell iPhones; however, customers may purchase AppleCare+ from GeekHampton within the 60-day window after original purchase and upon passing an inspection for damage. 

Procedure

Requirements

1. AppleCare+ (note the “+” sign) is sold for use with iPads and iPhones and can be purchased within 60 days of purchase. The device must first pass an inspection. Phones should be opened by a technician.

2. Before bringing the device to the tech room, run diagnostics on the iOS device.

3. Technicians refer to the Visual Mechanical Inspection (VMI) guide for the specific device and confirm date of original purchase to determine AppleCare+ eligibility.

4. AppleCare+ requires a US address. Florida state law does not allow us to sell AppleCare+ to Florida residents. Florida residents must provide a non-Florida address if they wish to purchase AppleCare+ from GeekHampton.

5. AppleCare+ is a two-year hardware warranty with two replacements due to accidental damage. See latest pricing on POS or Apple’s website.

How to process AppleCare+

1. Enter the customer’s name, phone number, email address and mailing address on the invoice. If the customer’s information is already in LightSpeed, double-check the information with the customer.

2. Look up part number by typing in “Applecare”. Please check that you are selecting the correct “Applecare +” item in LightSpeed. (see image below)

3. Add the serial number to the invoice in Printed Notes.

4. Explain to the customer that their AppleCare+ is auto-enrolled. Tell them they will receive an email confirmation of the registration from Apple and that the email will include a link for additional information on the terms and conditions.

Check that you are selecting the correct AppleCare+ item in LightSpeed

No AppleCare+ purchased with iPad

1. If the customer chooses not to purchase Applecare+ with their iPad, explain that they have 60 days to take the iPad to an Apple-owned store or Premium Service Provider like GeekHampton and have it inspected and approved for purchasing the warranty.

2. Add part number (ipadwo+) for no AppleCare+ so we have a record that you discussed the option with the customer and they refused it.

Benefits of AppleCare+

1. Genuine Apple parts

2. Qualified technicians

3. 3rd party repair locations (not approved by Apple) do not use genuine Apple parts and aren’t necessarily trained to provide repairs properly.

4. Once a 3rd party has opened your device, the warranty is voided for any part of the iPhone or iPad, including parts the 3rd party did not touch. For example, if a 3rd party replaces the screen the warranty for all parts is voided. So, if there is a problem with the speakers, no authorized Apple retail store or Premium Partner can repair any hardware issues with the device at this point. The customer will have to purchase a new phone or return to the 3rd party for repair.

5. iPads aren’t repaired – they are “replaced” possibly with a refurbished iPad. Please let customers know they will receive a replacement iPad. Never say they will receive a “new” iPad.

Answering the Phone

Policy

All GeekHampton employees answer the phone and follow these procedures for transferring calls and taking messages. All employees carry a phone or answer one of the stationary phones.

Procedure

Basic Greeting

Please use an upbeat tone when answering the phone. 

All employees answer with the greeting, “Good morning (afternoon or evening)! Thank you for calling GeekHampton. This is (your name). How can I help you?”

Person Requested is Not Available

If the client asks for someone specifically, and that person is not available say, “He/She isn’t available right now. May I help you with something?”  Send an email to the person they originally asked for and let them know that the customer called even if the problem is solved. 

When we don't have what the customer is asking for

If the client asks about a product or service we do not currently offer, maintain a pleasant tone and consider whether there is another way we can help them. Simply replying, "No" or "No, we don't" can come across as rude or abrupt and is rather unhelpful! Sometimes customers think they need a particular product or service and don't know about the other options available to them. This is an opportunity to make a customer happy!

Placing customer on hold

The phone needs to be answered. If you are helping a customer and no one else is available to answer the phone, answer the phone and ask the customer on the phone to hold for a moment. Explain that it may take you a moment as you are assisting a customer in the store and do they mind holding? If they don’t want to hold, take their name and number and call them back. Do not leave the customer hanging on the phone indefinitely.

Transferring calls

Always ask for the customer’s full name and what business they are calling from before transferring the call to another staff member.

Taking messages

1. ALL messages are emailed to the appropriate person. Always include the AREA CODE with the phone number. If the message is for Mike, it is important to include the physical address because he is out in the field.

2. If the call is from a new client or someone requesting an at-home or office appointment, put ALL information (name, address, and phone) in Contacts.

3. Include ALL the information from the call in the email. Include the customer’s name and phone number including area code in the subject of the email. Put their physical address in the message area of the email and if they prefer to be contacted by email than by phone, include their email address as well. Make sure you are sending the email from your email address.

4. If the customer/client is in crisis, and the message is for Sheryl or Mike, text the message to them as well as email.

5. If the call is regarding a repair in progress and no one is available in the tech room, email the message to the appropriate person, then put the message in the “Internal Notes” field of the SRO and time stamp it.

6. When sending messages to Mike about off-site visits, or Meaghan or another teacher about a lesson or class, Sheryl must be CC’d on the email.

 Troubleshooting over the Phone – Remote Support

1. Many customers will call with what appears to be a simple question, but may actually be more complicated than they realize. If by the customer’s description it sounds like it will take more than two minutes to answer or solve, let the customer know that you are happy to help them and that we have a $155/hour remote support charge with a 15-minute minimum, which works out to about $42.09 with tax. Offer the option of coming in to the store for a GeekBar visit at $30 for 15 minutes.

2. To charge the customer for phone support: Enter Remote Support as the item in LightSpeed. We can take a credit card over the phone for remote support and then email a receipt to the customer. Be sure to collect all customer information including full name, email, address, and phone number.

Accepted Forms of Payment

Policy

GeekHampton accepts Visa, MC, Amex, Discover, Synchrony Financing, Checks and Cash, and our own GeekHampton gift cards. Use the Cayan terminal to process chip cards. We do not accept any other type of gift card other than a GeekHampton gift card. We do not accept Apple gift cards, including iTunes, App Store, etc. GeekHampton accepts checks on an individual basis with manager approval.

Learn more about the special financing option you can offer our customers, "Synchrony Financing."

Procedure

Credit Card with Chip

1. Select type of credit card under Payment Methods

2. After the blue arrows on the reader light up, instruct the customer to insert their card into the chip reader, chip side first and push until it clicks. The customer should not remove card until the display says to remove the card or you hear a beep.

3. Hit process.

4. If credit card is declined, ask customer for another form of payment. Banks are frequently issuing fraud alerts when there are large amounts charged. Ask the customer if they receive fraud alerts from their bank by text or email and then ask them to check for the alert. They can also call the bank to confirm.

Fraudulent Cards

1. If a customer uses a fraudulent card, GeekHampton will not be covered for the purchase.

2. Fraudulent chip cards will not work in the chip reader, so the customer attempts to slide it.

3. Upon sliding the card, it appears to process the charge, thereby allowing the customer to steal the item.

4. Old cards that do not have a chip and must slide to process may also be fraudulent

5. Therefore if a purchase is over $100 and the chip does not work (or it is a card without a chip), you must get manager approval before processing the order.

Credit Card Payments Over the Phone

1. When taking payment over the phone with a credit card (or any time you must enter the card number manually) ask for the zip code as well.

2. If the amount is over $100 and/or the customer is unknown, Sheryl or Amy must first approve the transaction.

GeekHampton Gift Card

1. Select Gift Card under Payment Methods

2. Make sure swiper is plugged in to the computer by checking that the light is on then swipe card.

3. The serial number on the gift card comes up and shows the amount left on the card.

4. We do not accept Apple gift cards.

5. Any remaining balance is kept as a credit on the gift card

Cash

1. For $50 or higher bills, swipe the cash with the fraudulent bill pen kept in the drawer at the POS. If the mark the pen makes is dark, it is a fraudulent bill. Let your manager know immediately and they will inform the customer. Also, please check the security features for the particular bill denomination and year printed. Please visit https://www.uscurrency.gov/denominations to learn or check the security features.

2. Select Cash under Payment Methods.

3. Record the amount tendered, hit save.

4. If you don’t hit save at this point no payment will be recorded and the invoice will be saved with an unpaid balance even though the customer has paid. It will also cause the cash drawer to be off at the end of the day.

5. LightSpeed will show you the correct amount of change to give to the customer.

Checks

1. ONLY with manager approval

2. Select Check under Payment Methods

3. Input the amount of the check and check number in indicated fields, hit save.

4. Make sure the check is written for the exact amount of the sale. Be sure there is a local address, phone number, and that the long-hand written amount matches the numbers.

5. After putting the check into LightSpeed, give the check to Amy, Nicole or Sheryl to deposit.