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? (Only ask this question if the repair warrants it (e.g., if the display is cracked we do not need it; if we are doing a system upgrade then we do need it.)
    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 a while; 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, John Theret or Jarred 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 do 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 limited warranty but is now covered under AppleCare+.

  5. Critical: Liquid damage repairs require a deposit, even if they have 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.

Intake and Labeling of Additional Items

Policy

GeekHampton does not need any additional items (power cords, peripheral devices, or accessories) when taking in a machine for repair unless the item is critical to or linked to the service or repair. When customer’s leave their additional items there is a risk of the items being lost or misplaced and GeekHampton becomes responsible for replacing them.

Procedure

Explain policy to customer

GeekHampton does not accept any additional items in order to avoid any loss or damage to items. Many items, such as cables, keyboards, etc, look alike and are easily mixed up or not returned to a customer when they pick up their device. It’s best for the customer to hold on to these items to avoid an issue.

Document the items on SRO in LightSpeed.

Items that are accepted because they are critical to the service or repair must be documented and labeled on the SRO.

  1. Refer to the “Setting Up an SRO” and the “SRO Documentation” policies for more information.

  2. 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).

Label the items with the same label you would use on a computer.

  1. Click on the Gear/Cog icon in the bottom left-center of the SRO window, and choose “Print SRO Label” from the dropdown menu.

  2. Print the appropriate amount of labels, based on the number of items taken in.

  3. When taking in more than one machine for one service request, you can print separate labels based on the machines’ serial numbers. To do so, click on the serial number field of the unit you are printing a label for and follow the steps above to print out a label for it. When a customer has multiple repairs, put them on separate SROs.

  4. Make sure to place the labels on areas where they are easily visible, and less prone to falling off accidentally.

  5. Example of label:

 
 

How to Reset SMC

Reset SMC of a MacBook Air, MacBook Pro Retina, or MacBook Pro’s with an internal non-removable battery

This is how to reset SMC on most modern Mac laptops, none of which have a removable battery:

  1. Shutdown MacBook Air / MacBook Pro

  2. Connect the power adapter to the Mac

  3. On the MacBook / Pro’s keyboard, hold down the Shift+Control+Option keys and the Power button at the same time

  4. Release all keys and the power button at the same time – the little light on the MagSafe adapter may change colors briefly to indicate the SMC has reset

  5. Boot your Mac as usual

Do keep in mind that by resetting the SMC you will lose power specific settings, like the time it takes to sleep a Mac and other customizations to power settings. No big deal, but if the computer does not turn back on you should mention to the customer that if they have made any changes to their hardware behavior you will want to adjust these settings such as sleep behavior again. 

The boot time after resetting a machines SMC can be a bit longer than usual, that is normal. 

Reset SMC of an iMac, Mac Pro, Mac Mini

Resetting SMC is different for non-portable Macs, but it’s still easy enough and the problems it addresses are the same. On any desktop Mac, here is how you reset the System Management Controller:

  1. Shut down your Mac

  2. Disconnect the power cord

  3. Press and hold the Mac’s power button for 5 seconds

  4. Release the button

  5. Reattach the power cables and boot the Mac as usual

Reset the SMC of a MacBook or MacBook Pro’s with detachable batteries

Older MacBook laptops, indicated by having a removable battery, can reset SMC with the following approach:

  1. Shutdown the MacBook/Pro and remove the battery

  2. Disconnect the power adapter, hold the Power Key for 10 seconds

  3. Release the power key and reconnect your battery and power adapter

  4. Turn your Mac on

  5. Let boot as usual

GeekBar Notes

Policy

Accurate documentation while servicing a customer at the GeekBar is imperative to customer satisfaction and future servicing of the customer. All account information, passwords, and usernames are documented in both the LightSpeed invoice and 1Password.

Procedure

Take notes while servicing the customer

While you are working with a customer, use a notebook, iPhone, or computer to keep track of account numbers, usernames, passwords, relevant events that happen on the machine, and any other important aspects of the interaction. This will eliminate having to try to remember events and information after the customer leaves. Do not leave your notes lying around; always protect our customers’ information.

Transfer all pertinent information to LightSpeed invoice

  1. When finished servicing the customer ask them if it is okay for you to enter their usernames and passwords into our system. Explain the “Geek/Client Privilege®” and assure them that we take their privacy and security very seriously.

  2. With the customer’s permission, enter all pertinent information (account numbers, passwords, usernames and events) in the “Internal Notes” field of the Lightspeed invoice.

    Example: Customer asked to change their Apple ID password because it was not working when they came in. We explained ramifications of changing passwords on one device without changing it on others.
    Enter passwords, usernames, acct numbers….
    AppleID: name@domain.com
    New Password: HappyJacks87

  3. Date stamp the “Internal Notes” field

Transfer all pertinent information to GeekHampton 1Password 

  1. Enter passwords, usernames, account numbers, etc. in the “Notes” field and initial and date the entry.

    Example:
    3-26-13 sh
    Apple ID
    Username: name@domainname.com
    Pw: Blahblahblah123

Email: Moving Email from POP to IMAP

Policy

Follow this procedure when switching a customer's email account from POP to IMAP.

Procedure

Communicate information about mail server type (IMAP or POP3) to customer.

  • IMAP (think “synced”)

  • All email messages, including sent messages and message folders, are saved on the server

  • Email messages may be saved on the computer for offline viewing

  • All messages and folders can be viewed from any computer or iOS device connecting via IMAP, including Webmail

  • Most recommended for users who connect to E-mail accounts from many computers

  • Explain that when you delete an email from one device it is deleted from all devices

  • Need to be aware of how large the mailbox is because all messages remain on the server. Optonline is now IMAP too but it has a very small mailbox (2GB as of 2017).

  • POP3 (think “not synced”)

  • All email messages, along with any attachments, are downloaded to users computer for viewing.

  • Depending on program configuration, these messages may be automatically deleted from the server once it is received, or at some future time.

  • Messages sent, moved, or deleted from a computer using POP can only be viewed on that individual computer's folders. They cannot be viewed on other computers connecting to that email account, including Webmail.

  • POP3 is an old email server type and is not recommended for users, but when moving people off of it to IMAP one must explain what the difference is.

Give examples and be very thorough in your explanation, such as:

  • If your email account is a POP account, messages read, deleted, or moved, DO NOT mirror the changes to the same account setup on another device.

  • You can configure a POP email account to keep on server or remove from server, but if you send an email from the server, from a computer, or from an iOS device you will not see these sent messages on the other device unless you have CC’ed or BCC’ed yourself when sending the message. This is why many people when they first got their iOS devices they automatically BCC’ed theirselves on all emails.

  • If you have an IMAP email account, and it set up as correctly on your devices, whatever you do on one it will replicate on the other, as the messages are stored on the server, and you are making global changes to those messages.

Before Deleting POP Account

CRITICAL: Before you delete the POP email account from the computer, you must backup the email boxes to the "On My Mac" section of the computer. 

If you are only making the change on an iOS device explain to the customer that when the email account is removed from the device, all of their email history on the device will be removedThis is important to make aware to the customer, as past sent emails, drafts, etc. will no longer be accessible.  If they do not want that to happen do not delete the POP email account, deactivate it instead, and explain to the customer how they can re-enable the account and reference messages, if necessary.

To move POP email to "On My Mac:

  1. In macOS Mail select “Mailbox” from the menubar and choose “New Mailbox…” from the dropdown menu.

  2. Enter a name for the “New Mailbox” (ie: Archive Inbox, Archive Sent Mail, etc.) and make sure you have selected “On My Mac” in the “Location” dropdown menu.

  3. Select and drag all the Inbox mail from the POP email account to the Archive Inbox folder. Select and drag all the Sent mail from from the POP email account to the Archive Sent Mail Folder.

  4. Once you see that the new folders have populated you can then go into macOS Mail “Preferences,” then to “Accounts” and deactivate the POP email account by unchecking the “Enable this account” checkbox.

 
In macOS Mail select “Mailbox” from the menubar and choose “New Mailbox…” from the dropdown menu.

In macOS Mail select “Mailbox” from the menubar and choose “New Mailbox…” from the dropdown menu.

Enter a name for the “New Mailbox” (ie: Archive Inbox, Archive Sent Mail, etc.) and make sure you have selected “On My Mac” in the “Location” dropdown menu.

Enter a name for the “New Mailbox” (ie: Archive Inbox, Archive Sent Mail, etc.) and make sure you have selected “On My Mac” in the “Location” dropdown menu.

 

Setting up IMAP

When you set up the IMAP email the Inbox and Sent box will populate with the emails that exist on the mail server. How you proceed depends on what the customer wants and who the email provider is.

  1. If the email provider is Optonline or some other free email service except Gmail, they most probably have a very small server mailbox (2GB). Please find out how big their mailbox is have before moving into the next section. If they have Optonline or one of these small server boxes you will leave the mail in the archived Inbox/Sent mail boxes located “On My Mac,” and explain to the customer how to see their history.

  2. If the email provider is Gmail or Zmail or a provider where the mailbox is abundant (Gmail defaults at 15gb, Zmail defaults at 25gb) then you can move the archive mail back to the Inbox or Sent mail or you can move the archive folders you created to the Mail server folder. Please understand that this can take a long time if there is a lot of email to transfer. Explain to the customer what their options are and give them instructions on how they can proceed.

Email: Sent Mail Folder Configuration

Policy

Use this procedure to change Apple Mail's Default Sent folder.

Procedure

Apple Mail defaults to a sent mailbox/folder named "Sent Messages". If the option to "Store sent messages on the server" is active it will create a folder called "Sent Messages" on the server and use that folder to save copies of sent messages. This conflicts with many other applications that use the folder "Sent" instead.

For macOS 10.12 Sierra

  1. Open Mail and choose the "Mail" menu in the upper left. Select Preferences.

  2. Choose the "Accounts" Tab at the top, then select the account you wish to adjust in the list on the left.

  3. Select the "Mailbox Behaviors" tab on the right.

  4. Under "Sent Mailbox" use the drop down to select the folder called "Sent". Be sure that it is a folder underneath the header indicating your server-side email account and NOT "On My Mac" (that is a local folder). If you do not see such a mailbox, you will need to create it by choosing the Mailbox menu, then selecting New Mailbox. For the Location field, you must select the correct account to create it under (not On My Mac), then set the name to "Sent".

For OS X versions 10.11 and earlier

  1. Select the "Sent" folder on the server (in the folders pane on the left) by clicking on it once. It should *not* be at the top of the page next to Inbox/Drafts/Junk/etc, nor should it be under "Local Folders" or "On My Mac". It will be found under a heading indicating that it's a server-side folder. For example: "Websavers" for a Websavers email account.

  2. If you do not see a server-side heading in the folder list or if you do and there is no Sent folder there then you must create a new folder by choosing the Mailbox menu, then "New Mailbox". For the Location field, you must select the correct account to create it under, then set the name to "Sent".

  3. Chose Mailbox from the system menu at the top of the screen

  4. Choose "Use this Mailbox as" > and then choose "Sent Mailbox"

To configure the Default Sentfolder on an iOS device

  1. Go to “Settings”

  2. Choose “Mail, Contacts, Calendars”

  3. Select the email account.

  4. Under IMAP tap on the “Account

  5. Choose “Advanced” at the bottom.

  6. Under “Mailbox Behaviors”, tap on “Sent Mailbox”

  7. Ensure that the folder called “Sent” is enabled under the “On the Server” section and is the same one that is being used by macOS Mail.

  8. Test the changes by sending a message from each device and showing that they all show up in the same place.

Email Host Settings

Optonline or Optimum

Your Email is optonline.net 

  • POP3 (Incoming) Server: mail.optonline.net, Port: 995
    (POP3-Secure with SSL - recommended)

  • Alternative/legacy devices may use Port: 110
    (POP3, not secure)

  • SMTP (Outgoing) Server: mail.optonline.net Port: 587
    Check My SMTP server requires authentication

  • IMAP (Incoming) Server: mail.optonline.net Port: 993
    (IMAP-Secure with SSL)

  • SMTP (Outgoing) Server: mail.optonline.net Port: 465
    (SMTP-Secure with SSL)

Your Email is optimum.net 

  • POP3 (Incoming) Server: mail.optimum.net, Port: 110

  • SMTP (Outgoing) Server: mail.optimum.net, Port: 587
    Check My SMTP server requires authentication

  • IMAP (Incoming) Server: mail.optimum.net Port: 993
    (IMAP-Secure with SSL)

  • SMTP (Outgoing) Server: mail.optimum.net Port: 465
    (SMTP-Secure with SSL)

ZMAILCloud

  • IMAP (Incoming) Server: yourservername.zmailcloud.com

  • Port: 993 (IMAP-Secure with SSL)

  • SMTP (Outgoing) Server: servername.zmailcloud.com

  • Port: 465 or 587 (IMAP-Secure with SSL)

  • On an iOS device we can also set it up in Exchange

  • When it asks for server name it is the same domain (yourservername.zmailcloud.com)

  • Where it says optional leave blank.

  • Username and password must be filled in (username is the full email address)

  • Make sure once it is set up you change the sync settings to never

GoDaddy

IMAP

  • Incoming: imap.secureserver.net SSL is on port 993
    (alternative ports are SSL off with 143)

  • Outgoing: smtpout.secureserver.net SSL is on port 465
    (alternative ports are SSL off 3535 and 80)

  • Username is full email address

POP

  • Incoming: pop.secureserver.net SSL is off port 110

  • Outgoing: smtpout.secureserver.net SSL is on port 465

  • Username is full email address

Gmail

  • Gmail IMAP server address: imap.gmail.com

  • Gmail IMAP user name: Your full Gmail address (e.g. "me@gmail.com")

  • Gmail IMAP password: Your Gmail password

  • Gmail IMAP port: 993

  • Gmail IMAP TLS/SSL required: yes

  • Gmail outgoing smtp.gmail.com port 465 or 587 SSL on

Network Solutions

  • POP - choose POP and the incoming server port will default to 110

  • IMAP - choose IMAP and the incoming server port will default to 143

  • All other settings are the same for IMAP or POP

  • Username = user@yourdomain.com (Note - substitute your actual domain name for "yourdomain.com" and substitute the first part of your email address for "user.")

  • Password = the password you set up when you configured your mail box

  • Incoming Mail Server = mail.yourdomain.com

  • Outgoing Mail Server = smtp.yourdomain.com

  • Outgoing Server Requires Authentication (typically found in advanced options or settings)

  • Do NOT check "Log on Using Secure Password Authentication"

  • Use the same Username and Password as Incoming or select "Use Same Settings as Incoming"

  • Outgoing Server Port = 2525 or 587

  • This is subject to change based on the individual preferences of your ISP.

Yahoo! Mail

Yahoo mail should automatically set itself up but sometimes there are issues and you have to manually set it up. 

  • Yahoo Incoming Mail Server (IMAP)
    IMAP.mail.yahoo.com (SSL enabled, port 993)

  • Yahoo Outgoing Mail Server (SMTP)
    smtp.mail.yahoo.com (SSL enabled, port 465)

Hotmail

Hotmail automatically sets itself up through the choice of Outlook or Exchange on the iOS or Computer

Bluehost

Incoming Mail Server - IMAP

  • IMAP Server: mail.yourdomain.com

  • Note: You may need to use the server/host name if using SSL. (e.g. box#.BlueHost.com)

  • IMAP Username: (your full email address)

  • IMAP Password: (the password that you selected when your account was setup)

  • IMAP Port 143 (With SSL: 993)

Incoming Mail Server - POP3

  • POP Server: mail.yourdomain.com

  • POP Username: (your full email address)

  • POP Password: (the password that you selected when your account was setup)

  • POP Port 110 (With SSL: 995)

Outgoing Mail Server

  • SMTP Server: mail.yourdomain.com Note: You may need to use the server/host name if using SSL. (e.g. box#.BlueHost.com)

  • SMTP Username: (your full email address)

  • SMTP Password: (the password that you selected when your account was setup)

  • SMTP Authentication: Enabled (Use same login as the incoming mail)

  • SMTP Port 26 (With SSL: 465)

1&1

•    Incoming Mail Server: imap.1and1.com
•    Username: Enter full 1&1 e-mail address

•    Outgoing Mail Server: smtp.1and1.com
•    Check the box for Use Authentication
•    Username: Enter full 1&1 e-mail address
•    Port 587

Comcast SMTP POP3 Server

  • Incoming Mail Server Name: imap.comcast.net

  • Incoming Mail Server Port Number:
    Recommended: 993 with SSL ON
    Only if Needed: 143 with SSL ON

  • Outgoing Mail Server Name: smtp.comcast.net

  • Outgoing Mail Server Port Number:
    Recommended: 587 (SMTP)
    Only if Needed: 465 (SMTPS)

  • SSL Encryption: checked

  • Authentication: XFINITY username and password required

For Pop

  • Incoming Mail Server Name: mail.comcast.net

  • Incoming Mail Server Port Number:
    995 (POP3 With SSL) or 110 (POP3 Without SSL)

Verizon POP3 Server

  • Your MyVerizon User ID and Password

  • Incoming mail server (POP3): pop.verizon.net

  • Incoming Server Port Numbers: 995

  • Outgoing mail server (SMTP): smtp.verizon.net

  • Outgoing Server Port Numbers: 465

  • Make sure SSL encryption is enabled for the incoming and outgoing mail server.

How to set up Office 365 email on iPhone

  1. Tap Settings.

  2. Tap Mail, Contacts, Calendars.

  3. Tap Add Account.

  4. Tap Exchange.

  5. Enter your Office 365 email address and password and tap Next.

  6. Wait for it to show verified.

  7. Select the services you want to sync to your iPhone or iPad.

  8. Open the mail app on your phone to view your new mail account.

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There are many other email providers.  If we do not have it listed here please Google it or ask Sheryl or one of the techs to see if they have this information

Email Configuration

Policy

All GeekHampton employees follow consistent guidelines when configuring email accounts for customers.

Procedure

Communicate information about mail server type (IMAP or POP3) to customer.

IMAP (think “synced”)

  • All email messages, including sent messages and message folders, are saved on the server

  • Email messages may be saved on the computer for offline viewing

  • All messages and folders can be viewed from any computer or iOS device connecting via IMAP, including Webmail

  • Most recommended for users who connect to E-mail accounts from many computers

  • Explain that when you delete an email from one device it is deleted from all devices

  • Need to be aware of how large the mailbox is because all messages remain on the server. Optonline is now IMAP too but it has a very small mailbox (2GB as of 2017).

POP3 (think “not synced”)

  • All email messages, along with any attachments, are downloaded to users computer for viewing.

  • Depending on program configuration, these messages may be automatically deleted from the server once it is received, or at some future time.

  • Messages sent, moved, or deleted from a computer using POP can only be viewed on that individual computer's folders. They cannot be viewed on other computers connecting to that email account, including Webmail.

  • POP3 is an old email server type and is not recommended for users, but when moving people off of it to IMAP one must explain what the difference is.

NOTE: See Moving Email from POP to IMAP procedure for instructions on move an account from POP to IMAP.

Configure customer’s email account according to email server requirements

  • See Email Host Settings for server requirements

  • If this process is taking more than a few minutes to complete, ask a tech for assistance.

Test both incoming and outgoing email

Make sure you when configuring email you test both incoming and outgoing mail (send to both the customers email and your own, and confirm receipt at both addresses). Login to webmail to check that the password is right if you are receiving an error message.

Check sent mailbox

Make sure when configuring you check the sent mail box on all devices that they are all pointing to the same Sent mail folder.  

To change Apple Mail’s Default Sent Mail folder refer to: Sent Mail Folder Configuration

SMTP info

All portable devices require the SMTP information to be filled out completely, even if it says optional it is not optional.

Moving someone from POP to IMAP:

NOTE: See Moving Email from POP to IMAP: policy for instructions on move an account from POP to IMAP.

Diagnostic Deposit

Policy

GeekHampton requires a non-refundable deposit to diagnose out-of-warranty devices. Only management may authorize exceptions to the deposit requirement.

Procedure

Communicate the policy to the customer

  1. The deposit is $50 plus tax, which totals $54.31.

  2. 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.

  3. 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

  1. Find the SRO in LightSpeed

  2. Diagnostics are added to the “Parts” tabs in the SRO (product code is “Geeks Diagnosis”).

  3. Double click on the Product Code “Geeks Diagnosis” to add it to the SRO.

  4. 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.

 
Double click on the Product Code “Geeks Diagnosis” to add it to the SRO.

Double click on the Product Code “Geeks Diagnosis” to add it to the SRO.

 

Handling Cash Deposits

  1. 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.

  2. 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.

  3. Always give exact change back so the drawer isn’t off at the end of the day.

 
Once amount 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.

Once amount 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.

 

Diagnostics: Macs Made Since Mid 2014

To diagnose machines that are newer than 2014 run AST2 through GSX. Apple Service Toolkit 2 (AST 2) is a cloud-based diagnostic system to help technicians triage and verify repairs for Mac Computers. AST 2 supports iMac (21.5-inch, Mid 2014), MacBook Pro (Mid 2014)all Late 2014 Mac Computers, and any subsequently released Mac Computers.

Follow these instructions to run both the Mac Resource Inspector (MRI) and the Storage Diagnostics (SD) tests. 

Please first refer to the Diagnostics Procedure before following these steps.

Open GSX

In GSX, enter an eligible device serial number and click the Request Diagnostics button at the top of the screen.

 
 

Now in AST 2

Diagnostic Console Opens

AST 2 loads on the Diagnostic Console (Mac). On the Diagnostic Console, enter the customer-reported symptom or pick a symptom from the pop-up menu as you type. You may see a list of devices in the sidebar if you are testing other devices or if other devices have been tested. Tap the right arrow next to the symptom description to proceed.

Start up customer's device

At this point, start up the customer’s device while holding down Option-D

Note: If you do not enroll the device in the Diagnostic Console within the first few minutes, the device will start running Apple Diagnostics.

Important Tips for Desktop Devices:

  • Connect a known-good wired Apple USB keyboard and a known-good wired Apple USB mouse to any available USB ports on the device.
  • Do not use a third-party USB keyboard or mouse with either version of AST. Third-party devices may require drivers that would be unavailable in the EFI environment and may cause AST to stop responding.
  • If the device stops responding while starting AST 2, press the device’s power button for 10 seconds to shut down, then retry.

Obtain customer's permission and check the device

The device connects to the AST 2 cloud-based server and loads the Informed Consent dialog within several seconds. Obtain the customer’s permission to proceed with the diagnostic. Explain that only the hardware diagnostic data and Computer serial number are collected; no personal information is collected.

If the customer agrees to send this information, click “I agree” to proceed. If the customer does not agree to send the hardware diagnostic data and Computer serial number to Apple, press Escape or click “Run offline” to proceed. Apple Diagnostics will run on the device as shown in the next image.

Apple Diagnostics will check the Mac

Apple Diagnostics will check the Mac

If an issue is found, Apple Diagnostics produces an error code. The error code, along with a description, gives the customer more information about the issue. 

For more information on Apple Diagnostics, refer to articles HT202731: Using Apple Diagnostics and PH21879: Use Apple Diagnostics or Apple Hardware Test.

The colored bars next to the device in the Diagnostic Console indicate the following:

A blue bar indicates that a device is currently online and ready for diagnostics.

A pulsing blue bar indicates two things:

  1. The device or Diagnostic Console may need the technician’s attention. For example, it may be running an interactive diagnostic like Display Anomalies, where the technician must view the device’s screen and answer a question on the Diagnostic Console before the diagnostic can proceed on to the next step.
  2. The technician has not yet viewed the device's diagnostic result.

A gray striped bar indicates that the device is no longer connected to the Diagnostic Console. To remove the device from the list, click or tap on the device under test and then tap on the archive icon (file cabinet) to archive the results.

If the device is not showing as blue (online) in the sidebar:

  • Network disconnection: Check network connections, such as the Wi-Fi or the Ethernet cable. The device could also have a network issue as part of its overall issues. Try another network interface (if using wired Ethernet, try Wi-Fi; if using Wi-Fi, try wired Ethernet). Also check that Internet access is not blocked by firewalls or proxy.
  • If the device is not connecting to the Diagnostic Console, restart the device while holding down Option-D. Also, if using Wi-Fi, note that the device must join the correct Wi-Fi network during EFI startup.

Select and Run Diagnostics

AST 2 Diagnostic Suites load to the Diagnostic Console, allowing you to select which diagnostics to run. A complete list of diagnostics that are appropriate for that device will appear.

Icons on the Diagnostic Suites screen:
i = Click or tap the info button (i) for a description or more information about the test suite.
> = Click or tap the arrow button (>) to begin a diagnostic test.

 
 

When you click or tap the arrow button (>), the selected diagnostic is pushed to the device and the test information is displayed on the Diagnostic Console. In the graphic below, Mac Resource Inspector (MRI) was selected and is running on the device under test. The blue progress bar indicates the time remaining to complete the diagnostic.

 
 

View Test Results

When the diagnostic is finished, the technician view is displayed in the Diagnostic Console. Click or tap the Info button (i) next to Testing Complete to bring up the customer-shareable diagnostic results (see next step). The graphic below shows the MRI results.

Note: The test results are sent to Global Diagnostic Exchange (GDX) after each test suite completes. GDX results populate within GSX.

 
 

Share the test results with the customer. Result status can be quickly identified by the following badge icons:

  • Green check mark = Test passed
  • Yellow question mark = Test requires technician attention
  • Red exclamation mark = Test failed, device requires further attention or diagnosis
 
 

Click or tap on each icon for detailed test results. Depending on the MRI diagnostic results, you may want to continue with other test suites. Otherwise, after reviewing the diagnostic results with the customer, you can archive the device’s test results.

Running diagnostics with no video

AST 2 Diagnostics: If the device has no video, the following sequence can be taken to run AST 2 Diagnostics. AST 2 will not proceed beyond the Informed Consent dialog automatically.

Press the Return key to default to English on the language select screen, then press the Return key again to agree to the Informed Consent dialog. The device will wait for instructions from the AST 2 Diagnostic Console.

Apple Diagnostics: If the customer does not agree to send hardware diagnostic data and Computer serial number to Apple, the following sequence can be taken to run Apple Diagnostics:

  • Press the Return key to default to English on the language select screen, then press Escape to decline the Informed Consent dialog. The device will run offline Apple Diagnostics.

Once diagnostic tests are complete, the device can be shut down or restarted by the following sequence:

  • Shut Down: Press S, then press the Return key.
  • Restart: Press R, then press the Return key.

Seek advice from a technician if there are other tests offered and it is unclear whether they should be run. These tests should only be run by employees who are trained and authorized in this aspect of GSX.

Please remember to document all test results in the SRO.

Diagnostics: Macs Made 2009-mid 2014

AST is a simple, quick program used for diagnosing Computers that can be used by any employee. AST can run many tests, but for the front of house purposes we run two tests: Mac Resource Inspector (MRI) and Storage Diagnostic (SD). To run AST, the Computer must be an Intel Mac, and must be able to power on. 

Please first refer to the Diagnostics Procedure before following these steps.

AST

Connect the computer

  1. Connect the Computer via Ethernet cable to one of the ethernet ports at the GeekBar

  2. If checking a portable Computer, connect the correct AC power adapter before proceeding.

  3. For a desktop Computer, connect a known-good wired Apple USB keyboard and known-good wired Apple USB mouse to any available USB ports on the Computer, which in this case, would be our AST server.

  4. Start up the Computer while holding down the N key, prompting it to start up from the Diagnostic Gateway over NetBoot. If the Computer can display an image, the familiar flashing globe will appear on the primary display, indicating that the Computer is searching for a NetBoot server.

    Tip: You can also press the Option (Alt) key during startup to boot into Startup Manager. Once in Startup Manager, press N to make the first NetBoot volume appear. NetBooting the computer this way allows you to verify the availability of a NetBoot server or other startup volume before continuing the startup process.

    Note: AST will always select and use the internal display if it can detect its presence (i.e., if connected), even if an external display is also connected. If AST cannot detect the presence of an internal display and an external display is also connected, then AST will use the external display instead as its primary (and only supported) display.

    Note: If AST does not load and the globe icon changes back to an Apple logo, make sure the Ethernet cable is properly seated in both the Computer and the network jack. If you are still having issues with the test loading, reset the PRAM by restarting the Computer and holding the “Command”, “Option”, “P”, and “R” keys simultaneously until you hear the Computer chime more than once, then let go. If this still does not work ask a technician to assist you during intake.

Obtain permission - informed consent

  1. If the computer's logic board has not yet had a serial number assigned, AST's Blank Board Serializer (BBS) function will appear first on the computer, instead of the AST Informed Consent dialog shown below. If this occurs, ask a technician to assist you during intake.

  2. If the Diagnostic Gateway Mac is configured and operational, and the computer can reach the Diagnostic Gateway over the LAN, the computer Mac should start up to the Informed Consent dialog within several seconds. This initial screen, shown below, verifies that you have obtained your customer’s permission to proceed running the diagnostic on his or her Mac.

  3. Only proceed if the customer has given you his or her permission to do so. Explain that only hardware diagnostic data and Computer serial number are collected. No personal information is collected at all.

    Note: Refer to Apple Support article TP584: COMPUTER Information Sent to Apple for complete information about what is collected and sent to Apple Diagnostic Repository (ADR).

  4. If you select Yes (or type Y on the keyboard), AST will proceed to the menu as described below.

  5. If you select Shut Down (or type S on the keyboard), AST will power down the computer being tested.

    Note: In case the computer has no video, note that you must use the Y or S keys to advance past this dialog. AST will not proceed beyond the Informed Consent dialog automatically.

 
The initial screen shown here verifies that you have obtained your customer’s permission to proceed running the diagnostic on his or her Mac.

The initial screen shown here verifies that you have obtained your customer’s permission to proceed running the diagnostic on his or her Mac.

 

Select and run MRI and SD tests

  1. When you answer Yes to the Informed Consent dialog, the AST Diagnostic Gateway menu appears (shown below), allowing you to select which diagnostic to run. As AST is further refined and developed, new diagnostics may appear in future versions.

  2. Select the “MRI – Mac Resource Inspector” test from the menu (you can use arrow keys to move the selection), and click Launch (or press Return on the keyboard) to continue. The selected diagnostic launches and runs on the computer. The MRI test is an overall scan of all the different components of the computer.

    Note: The display may briefly turn black, flashing text in the upper-left corner for a few seconds. This is normal behavior. MRI should launch after a few more seconds, and the display should change to white.

    Important: If nothing is launched from the menu within 15 seconds, AST will launch the selected triage or repair tool automatically to help diagnose COMPUTERs with “no video” issues.

    Note: If the COMPUTER hangs while starting AST, MRI, or any other selected diagnostic, press the COMPUTER's power button for 10 seconds to shut down, then retry.

  3. After MRI is done run Storage Diagnostics (SD).

 
The Diagnostic Gateway menu

The Diagnostic Gateway menu

 

Shutting down computer

  1. Always shut down the COMPUTER properly, using either the “Shut Down” button onscreen or the “S” key on the keyboard, after diagnostics have been launched and run from the AST menu.

    IMPORTANT: Do not hold down the power button to shut down the COMPUTER after AST diagnostics is finished. Shutting down the COMPUTER improperly can cause NVRAM corruption that interferes with some AST diagnostic testing sequences.

  2. Do not disconnect the Ethernet cable or Ethernet adapter from the COMPUTER until it has shut down and completely turned off. You should then disconnect the Ethernet cable from the COMPUTER before turning the COMPUTER on again, unless you plan to run other AST diagnostic tests.

Test results

  • Once the tests finish, all items that have passed will have a green checkmark next to them.

  • Any tests that do not pass can be clicked on in order to get further information. A red exclamation means the test has failed. A yellow exclamation point means there is a warning.

Please remember to document all test results in the SRO.

Diagnostics: Macs Made Between 2006 and 2008

For computers made between 2006 and 2008 you will use AST to run the Mac Resource Inspector (MRI) test. AST does not give the option to run Storage Diagnostics (SD) for computers made before 2009, so you will run FSCK instead.

  1. Run MRI test through AST

  2. Run FSCK test through single user mode

Please first refer to the Diagnostics Procedure before following these steps.

AST

AST is a simple, quick program used for diagnosing Computers that can be used by any employee. To run AST, the Computer must be an Intel Mac, and must be able to power on.

Connect the computer

  1. Connect the Computer via ethernet cable to one of the ethernet ports at the GeekBar.

  2. If checking a portable Computer, connect the correct AC power adapter before proceeding.

  3. For a desktop Computer, connect a known-good wired Apple USB keyboard and known-good wired Apple USB mouse to any available USB ports on the Computer.

  4. Start up the Computer while holding down the N key, prompting it to start up from the Diagnostic Gateway over NetBoot. If the Computer can display an image, the familiar flashing globe will appear on the primary display, indicating that the Computer is searching for a NetBoot server, which in this case, would be our AST server.

    Tip: You can also press the Option (Alt) key during startup to boot into Startup Manager. Once in Startup Manager, press N to make the first NetBoot volume appear. NetBooting the computer this way allows you to verify the availability of a NetBoot server or other startup volume before continuing the startup process.

    Note: AST will always select and use the internal display if it can detect its presence (i.e., if connected), even if an external display is also connected. If AST cannot detect the presence of an internal display and an external display is also connected, then AST will use the external display instead as its primary (and only supported) display.

    Note: If AST does not load and the globe icon changes back to an Apple logo, make sure the Ethernet cable is properly seated in both the Computer and the network jack. If you are still having issues with the test loading, reset the PRAM by restarting the Computer and holding the “Command”, “Option”, “P”, and “R” keys simultaneously until you hear the Computer chime more than once, then let go. If this still does not work ask a technician to assist you during intake.

Obtain permission - informed consent

  1. If the computer's logic board has not yet had a serial number assigned, AST's Blank Board Serializer (BBS) function will appear first on the computer, instead of the AST Informed Consent dialog shown below. If this occurs, ask a technician to assist you during intake.

  2. If the Diagnostic Gateway Mac is configured and operational, and the computer can reach the Diagnostic Gateway over the LAN, the computer Mac should start up to the Informed Consent dialog within several seconds. This initial screen, shown below, verifies that you have obtained your customer’s permission to proceed running the diagnostic on his or her Mac.

  3. Only proceed if the customer has given you his or her permission to do so. Explain that only hardware diagnostic data and Computer serial number are collected. No personal information is collected at all.

    Note: Refer to Apple Support article TP584: COMPUTER Information Sent to Apple for complete information about what is collected and sent to Apple Diagnostic Repository (ADR).

  4. If you select Yes (or type Y on the keyboard), AST will proceed to the menu as described below.

  5. If you select Shut Down (or type S on the keyboard), AST will power down the computer being tested.

    Note: In case the computer has no video, note that you must use the Y or S keys to advance past this dialog. AST will not proceed beyond the Informed Consent dialog automatically.

 
The initial screen shown here verifies that you have obtained your customer’s permission to proceed running the diagnostic on his or her Mac.

The initial screen shown here verifies that you have obtained your customer’s permission to proceed running the diagnostic on his or her Mac.

 

Select and run test

  1. When you answer Yes to the Informed Consent dialog, the AST Diagnostic Gateway menu appears (shown below), allowing you to select which diagnostic to run. As AST is further refined and developed, new diagnostics may appear in future versions.

  2. Select the “MRI – Mac Resource Inspector” test from the menu (you can use arrow keys to move the selection), and click Launch (or press Return on the keyboard) to continue. The selected diagnostic launches and runs on the computer. The MRI test is an overall scan of all the different components of the computer.

    Note: The display may briefly turn black, flashing text in the upper-left corner for a few seconds. This is normal behavior. MRI should launch after a few more seconds, and the display should change to white.

    Important: If nothing is launched from the menu within 15 seconds, AST will launch the selected triage or repair tool automatically to help diagnose COMPUTERs with “no video” issues.

    Note: If the COMPUTER hangs while starting AST, MRI, or any other selected diagnostic, press the COMPUTER's power button for 10 seconds to shut down, then retry.

 
AST Diagnostic Gateway menu

AST Diagnostic Gateway menu

 

Shutting down computer

  1. Always shut down the COMPUTER properly, using either the “Shut Down” button onscreen or the “S” key on the keyboard, after diagnostics have been launched and run from the AST menu.

    IMPORTANT: Do not hold down the power button to shut down the COMPUTER after AST diagnostics is finished. Shutting down the COMPUTER improperly can cause NVRAM corruption that interferes with some AST diagnostic testing sequences.

  2. Do not disconnect the Ethernet cable or Ethernet adapter from the COMPUTER until it has shut down and completely turned off. You should then disconnect the Ethernet cable from the COMPUTER before turning the COMPUTER on again, unless you plan to run other AST diagnostic tests.

Test results

  • Once the tests finish, all items that have passed will have a green checkmark next to them.

  • Any tests that do not pass can be clicked on in order to get further information. A red exclamation means the test has failed. A yellow exclamation point means there is a warning.

Please remember to document all test results in the SRO.

FSCK

  1. Restart the computer pressing and holding the Command+S keys while it boots. This will boot the Computer in single-user mode, which will provide you with a text-mode terminal.

  2. When the text stops scrolling type the following command:
    fsck –yf

  3. Press Enter or return on the keyboard

  4. The command will run through several phases of checks.

  5. When it’s done, if there are no issues with the hard drive you will see this message:
    ** The volume [name] appears to be OK

  6. If there are issues, you will see this message:
    ***** FILE SYSTEM WAS MODIFIED *****

  7. This indicates the fsck command found and fixed problems. The fsck command may find additional errors after repairing the first batch of errors, so Apple recommends you run the fsck command again if it found and fixed problems.

  8. Run the above fsck command over and over until you see:
    ** The volume [name] appears to be OK

  9. When the fsck command says your disk is okay, type the following command:
    reboot

  10. Press Enter on the keyboard

  11. If the computer is not repairable, please note in the SRO what the error message says (e.g., i/o error, bit map issue)

Please remember to document all test results in the SRO.

Diagnostics: Macs Made Prior to 2006 (non-Intel)

There are no Apple Diagnostics that can be run at the GeekBar for non-Intel Macs, so you will run File System Check (fsck –yf) to help determine hard drive status or condition.

Please first refer to the Diagnostics Procedure before following these steps.

  1. Restart the computer pressing and holding the Command+S keys while it boots.  This will boot the Computer in single-user mode, which will provide you with a text-mode terminal.
  2. When the text stops scrolling type the following command:
    fsck –yf
  3. Press Enter or return on the keyboard
  4. The command will run through several phases of checks. 
  5. When it’s done, if there are no issues with the hard drive you will see this message:
    ** The volume [name] appears to be OK
  6. If there are issues, you will see this message:
    ***** FILE SYSTEM WAS MODIFIED *****
  7. This indicates the fsck command found and fixed problems. The fsck command may find additional errors after repairing the first batch of errors, so Apple recommends you run the fsck command again if it found and fixed problems.
  8. Run the above fsck command over and over until you see:
    ** The volume [name] appears to be OK
  9. When the fsck command says your disk is okay, type the following command:
    reboot
  10. Press Enter on the keyboard
  11. If the computer is not repairable, please note in the SRO what the error message says  (e.g., i/o error, bit map issue)

Please remember to document all test results in the SRO.

Diagnostics

Policy  

Diagnostic tests are performed on all machines that are taken in for repair. There are four possible diagnostic procedures that must be used depending on the manufacturing year and/or issue with the machine. 

  1. Any Mac made prior to 2006 (non Intel):
    —Run FSCK using single user mode

  2. Any Mac made 2006 - 2008:
    —Run MRI using AST and run FSCK using single user mode

  3. Any Mac made 2009 - mid 2014:
    —Run MRI and SD using AST

  4. Any Mac made since mid 2014:
    —Run MRI and SD using AST2 through GSX*

    *AST 2 supports iMac (21.5-inch, Mid 2014), MacBook Pro (Mid 2014), all Late 2014 Mac Computers, and any subsequently released Mac Computers.

Procedure

Explain to the customer that you must run some preliminary tests.

Explain to the customer that you are running mandatory, preliminary tests that can help diagnose the issue they are having and that it will only take a few minutes to complete. Also explain to the customer that the tests are not definitive, but may give us some information regarding the source of the problem.

LIQUID DAMAGE: Assess whether there has been liquid damage, especially machines that are brought in because they won’t power on.

  1. IMPORTANT: If there is any sign of liquid do not run any diagnostics and do not power on the machine. Powering on a machine that has been exposed to liquid could cause further damage and potential electric shock. Machines with liquid on them must be taken immediately to the tech department to have the battery removed as time is of the essence.

  2. Kindly ask the customer if there is any possible liquid damage to the machine and examine the machine for signs of liquid damage. Be sensitive to the customer and do not blame or accuse them of spilling liquid on their machine.

  3. If a customer brings in a machine that does not power on and they do not mention any liquid spills, kindly ask them if there is any potential that the computer was around even a little liquid. For example, "Was the computer next to an open window during a rainstorm?" Sometimes customers do not mention liquid exposure because it may have only been exposed to “a little bit.” Politely explain that computers are especially vulnerable to liquid and so even just a little bit of liquid can cause damage.

  4. If there is any known liquid damage to the computer, bring it back to the tech department, explain the liquid issue to the tech on duty and ask them to remove the battery.

Ask customer if they have a backup.

  • If the test results indicate the date of the last Time Machine backup, record this in the “Problem Description” field, in the "Backup Status" Line.

  • Always ask the customer how they are backing their machine up in case they are not using Time Machine, they may be using a cloud-based service instead.

  • Confirming that data is safe is extremely important and must be made very clear to the customer.

  • If they have no backup and this is an upgrade or a problem with a hard drive, this is a good opportunity to discuss backup strategies.

  • Explain to the customer that we can run the backup before we do the upgrade or once we recover the hard drive we can setup a backup so they will never again have this awful feeling that they have lost everything.

Determine which tests to run depending on the manufacturing year and issue with the machine. See procedures for specific instructions for each year.

  1. Any Mac made prior to 2006 (non Intel):
    —Run FSCK using single user mode

    There are no Apple Diagnostics that can be run at the GeekBar for these computers. Instead you will run a File System Check (fsck –yf) to help determine hard drive status or condition.
    Go to instructions

  2. Any Mac made 2006 - 2008:
    —Run MRI using AST
    —Run FSCK using single user mode
    Go to instructions

  3. Any Mac made 2009 - mid 2014:
    —Run MRI and SD using AST

    AST is a simple, quick program used for diagnosing Computers that can be used by any employee. AST can run many tests, but for the Front of the House purposes we run two tests: Mac Resource Inspector (MRI) and Storage Diagnostic (SD). To run AST, the Computer must be an Intel Mac, must be able to power on, and must be able to connect via ethernet.
    Go to instructions

  4. Any Mac made since mid 2014:
    —Run MRI and SD using AST2 through GSX

    Apple Service Toolkit 2 (AST 2) is a cloud-based diagnostic system to help technicians triage and verify repairs for Mac Computers. AST 2 supports Mac computers starting with the Mid 2014 models up to the most current models (Late 2016 as of 02/28/17).
    Go to instructions

False-flags

There are certain events that can trigger AST into producing false-flags that may appear to be failure of certain components. The most common examples of these false-flags are as follows:

  1. If the wrong power adapter is connected, a warning will appear on the power adapter test that the wrong adapter was used. Find the correct adapter and run the test again. (see support.apple.com/en-us/HT201700)

  2. When running MRI on an old Computer with a non-Apple drive installed you may receive a “hard drive failed” result. Ask the customer if they have had the hard drive replaced and refer to any previous SROs to determine if the drive was replaced by us. This warning does not necessarily indicate an issue with the drive – it merely does not recognize the new technology.

  3. In 2011-2012 MacBook Pros you may receive a “VST warning,” which refers to an issue with the video cards in some of these computers. This is an issue with the soldering of the video card and the only solution is to replace the logic board. Please refer to Apple’s replacement program (ended 12/2016 or four years from date of purchase, whichever is longer: www.apple.com/support/macbookpro-videoissues/)

Consult a technician if there are any uncertain results of the tests.

Document all results of all tests in SRO.

Critical: All test results must be documented in the “Problem Description” field of the SRO (see “Setting up an SRO” policy and procedure for more information). Pre-set fields have been created to prompt you to enter the required information. instal

 
 

Wunderlist for Product Waitlist, Supplies,Order Inventory

Policy

GeekHampton uses the Wunderlist app for tracking many items related to working on the floor. Download the Wunderlist app or visit www.wunderlist.com to access the web version. You will be provided with a username and password by your manager.

Procedure

WaitList for New Products

When a customer would like to purchase an item that has not been released yet create a new to-do item in Wunderlist with all details including the customer’s full name, phone number with area code, and which item they are waiting for and your initials. Enter any additional comments in the yellow notes field, which you can find by double clicking on the item once you’ve entered it.

Loaners

  1. Any items (keyboards, mice, power cords) that are loaned to customers must be tracked in the “Loaners” list in Wunderlist. Include customer’s name, item, where it came from (GeekBar, Tech Room) and your initials.

  2. Enter a due date for the return and “assign it” to your name so you will receive a notice to check that the item has been returned. 

  3. When the item is returned check the completed box and the item will move down to the “Completed To-Dos” list.

Supplies

When you notice items such as pens, tissues, receipt paper, etc. are low, please add them to the “Supplies” list in Wunderlist so administrative staff will know to order them. 

Order Inventory

  1. When you notice that a product is getting low on the shelf:

    1. Check product availability in LightSpeed

    2. If the availability is higher than the number of products on the shelf, look for the item in storage and restock.

    3. If the availability is 0 or lower than the number of products on the shelf, check the color dot next to the product.

      • A yellow dot means the item is on order. Double-click the item name and go the inventory tab to “coming” to check when the order was placed. If the date is very old, add the product code and description and your initials to the “Order Inventory” list in Wunderlist. Mention to Sheryl that the inventory was ordered a long time ago and ask if there is a problem with the order.

      • If the dot is red add the product code and description and your initials to the “Order Inventory” list in Wunderlist. Mention to Sheryl that the inventory was ordered a long time ago and ask if there is a problem with the order.

      • When adding item to Wunderlist be sure to include all variations of the code (e.g., codes for red, blue, black).

      • Add notes to the yellow notes area for the item in Wunderlist (e.g. “only one more on shelf”).

When I Work App - Schedules and Assignments

Policy

GeekHampton uses the When I Work app to schedule shifts, assign shift duties, and process time-off requests. Use the When I Work app or visit www.wheniwork.com to access your schedule. New hires will be sent an email with a link to join When I Work and then you will create a username and password.  

Procedure

Shift Schedule

It is your responsibility to check When I Work regularly to see when you are scheduled to work. Go to the dropdown menu in the upper right and select Schedule to see your shifts.


Shift Assignments

Shift assignments are included next to your name.  See specific procedures for each assignment.

  • Open = complete all the items on the opening checklist.

  • Close = complete all the items on the closing checklist.

  • GB Box = check items stored in the box at the GeekBar

  • Boxes = cutting down and putting boxes in the recycling bin behind the store

  • Tech = work in the tech department

  • Admin = provide office support

Time Off Requests

  1. To request time off go to the dropdown menu under the inbox icon and select Request Time-Off.

  2. Enter whether you are requesting all day or a partial day off. Choose whether you are asking for unpaid, paid, sick, or holiday time.

  3. Enter start and end date and your message.

  4. All requests for time off must be received two weeks in advance.

Tracking Hours

Policy

All employees are required to record their daily work attendance and report full days of absence from work for reasons such as leaves of absence, sick leave or personal business. 

Procedure

Clocking In/Out

  1. GeekHampton store hours are in place for opening and closing of the store. Employees work their scheduled hours regardless of the store hours and complete their work before clocking out.

  2. All employees arrive and clock in to Lightspeed 15 minutes before their shift in order to be prepared to begin their work on the floor at the scheduled time. Hourly employees should clock in after personal preparation for the work day (e.g., taking off coats, bathroom visits, etc.).

  3. Please answer the phones even if it is before 10 am.

  4. Hourly, non-exempt employees clock in and out of LightSpeed for any time away from work during the day (lunch break, doctor appointments, etc.). See instructions below.

  5. Hourly employees may clock out once the store is closed and the closing checklist items have been completed.

  6. Begin closing procedures 30 minutes prior to closing unless customer needs require you to delay these duties. Hourly employees must obtain manager approval if the overtime required to finish closing the store is more than 15 minutes.

  7. Do not leave without letting a manager know you are leaving.

  8. Employees assisting customers, working on projects, teaching or completing repairs are to complete what they are working on before clocking out. If the work you are doing is going to lead into another day please note everything accordingly. If you are not going to be there the next day please go over it with an employee who will be.

  9. It is your responsibility to ensure the accuracy of all time recorded in LightSpeed. Any errors in your time record should be reported immediately to Sheryl, who will attempt to correct legitimate errors.

Meal Period

  1. All hourly employees who work a shift of more than six hours starting before 11:00 am and continuing until 2:00 pm must take an uninterrupted meal period of a half hour between 11:00 am and 2:00 pm.

  2. The lunch period is unpaid time and must be tracked in LightSpeed.

How to clock in and out of LightSpeed

  1. Go to “Timesheets” in left-hand column

  2. Click on + Sign at bottom

  3. Select your name in the “User” dropdown menu

  4. Click on green Start button.

  5. To clock out for lunch, find your current record, click the red Stop button.

  6. To clock back in after lunch double click the “Completed” button then press the green start button.

  7. NOTE: Do not click the “+” sign again because that will create a second time sheet for you.

 
 

Tracking Benefit Hours 

Use of benefit hours (vacation, sick time, jury duty, etc.) are reported to the President/Owner who maintains a tracking system. Please refer to the Benefits section of the Employee Handbook for details on use of benefit hours. See “When I Work” policy for instructions on how to request time off.

Salaried, Exempt Staff

  1. The normal workweek for a full-time employee is considered to be a minimum of forty hours, however, greater emphasis is placed on meeting the responsibilities assigned to the position rather than on working a specified number of hours. The emphasis for the exempt employee is on what it takes to get the work done. One week might require more than 40 hours while another week requires fewer than 40 hours.

  2. Exempt employees should complete their work prior to leaving for the day or when it is not possible to complete a project, transfer all information to whomever will be taking over in your absence. Please keep accurate notes so the person covering for you can pick up where you left off.

  3. Exempt employees are not required to record their work time for the purposes of receiving their salary; however, full day absences for vacation, sick or personal time are tracked and deducted from accrued benefits. If accrued benefits have been depleted, full day absences will be deducted from salary at eight hours per day.

Staying Productive During Slow Periods

Policy

GeekHampton employees remain productive during slow periods and look for opportunities to keep GeekHampton looking and operating at its best. 

Procedure

  1. Keep all shelves stocked with merchandise. Keep a list of low inventory items and when a free moment arises, pull the product out of inventory from the back and replenish the shelf. If you sell a product that is the last one on the shelf, please restock. Always be looking out for low product. Keeping the shelves stocked and product moving is critical to our retail success. When you notice that a product is getting low on the shelf (see Wunderlist P&P):

    • Check product availability in LightSpeed.

    • If the availability is higher than the number of products on the shelf, look for the item in storage and restock.

    • If the availability is 0 or lower than the number of products on the shelf, check the color dot next to the product.

      • A yellow dot means the item is on order. Double-click the item name and go the inventory tab to “Coming” to check when the order was placed. If the date is very old, check with Sheryl and see if this is a mistake or the product is just not available. If the product is available and needs to be ordered, add the product code, product description, and your initials to the “Order Inventory” list in Wunderlist.

      • If the dot is red add the product code and description and your initials to the “Order Inventory” list in Wunderlist, then let Sheryl and Amy know that the product has a red dot.

    • When adding an item to Wunderlist be sure to include all variations of the code (e.g., codes for red, blue, black).

    • Add notes to the yellow notes area for the item in Wunderlist (e.g. “only one more on shelf”).

  2. Face the store: pull product forward on shelves and align, fill holes, FLUFF. Facing includes restocking. Please don’t pull products forward to fill in holes if more product can be placed on the shelf.

  3. Fill printer paper in the three printers in the front of the house. If cartridges are running low take them out and shake them or replace them if really low.

  4. Windex area on door near handles on both sides.

  5. Align all iPods/iPads. Keep the store looking neat, organized and clean.

  6. Make sure TV is on.

  7. Fill bags underneath POS counter.

  8. Stock pens and Scoutbooks.

  9. Restock business card display and make sure employee business cards are also replenished. Let Nicole know if an employee’s cards are low.

  10. Wipe down headphones with sanitizing wipe.

  11. Look around store and see if there is anything that does not look good, straighten up the rugs, pick up garbage on the floor and just make sure the shelves and tables all look neat.

  12. Update certification or read material on new products in SEED or online for 3rd party products.

 

Staff Use of Inventory

Policy

Only GeekHampton managers remove products (power cords, keyboards, mice, etc.) from inventory for in-store use by staff. 

Procedure

  1. Verify with a manager that the product is necessary and that there is not one currently in use.

  2. Never take a product out of inventory for in-store use without manager permission.

  3. Sheryl Heller or Amy Marr will enter the product in LightSpeed. Only managers may invoice an item for in-store use.

    1. Create an invoice

    2. Enter Sheryl Heller. (with the period) in the customer field

    3. Add product to the product field at full price

    4. Save and Print the invoice

    5. Give the invoice to Sheryl