We should aim to provide a consistent check-in and check-out experience for the customer- both to ease in the process and to make sure all steps are addressed and nothing is overlooked.

Check-in

The check-in procedure will vary depending on the device and the customer’s exact needs, but all check-ins should start in the same way:

1. Greet the customer warmly as they walk in the door.
   1. If you are currently assisting another customer, still make a point to greet the customer and ensure them that you will be with them as soon as possible.
   2. If no employees are in the lobby at the time a customer walks in, the Customer Care Representative should move to the lobby to greet the customer as soon as possible. If the Customer Care Representative is not available, the next available technician should assist the customer.
   3. Do not shout from the back to address the customer. This is impersonal and should be avoided. If the Customer Care Representative is currently occupied and no technicians are available to address the customer, stop what you are doing and move to the lobby to address the customer. Either assist the customer, or inform them that you will be able to assist them briefly. Offer them a seat and water or coffee, as available.
2. Identify the device in need of repair, or the service requested.
3. Ask open-ended questions to determine the customer’s issue and needs. Remember, the customer is coming to us for our knowledge and expertise- they may not know the nature of their exact issue.
   4. Instead of asking “what error code do you get?”, ask “what happens when you do _some action_?”. Get the customer to explain the issue as they understand it, in language they understand.
4. If it is determined that the customer needs service that requires an appointment, create an appointment as documented in Procedure - Appointments.
5. If the device is capable of turning on, attempt to recreate the issue with the customer. Power on the device if possible and take note of any unusual behavior.
6. If the customer has a device that needs to be checked in, do so now.

Generic Check-in

There are no specific check-in procedure for PCs. As such, steps for checking in a PC can be applied to most devices if no specific check-in procedure exists for that device.

1. Determine if the customer has been helped by University PC Care in the past. If so, pull up their previous Work Order in PC Repair Tracker and verify that the information is still accurate. If changes need to be made, do so on their previous Work Order.
   1. If the customer will be checking in the same device, use the “Create New Work Order for this Customer Device/Asset” link.
   2. If the customer will be checking in a new device, use the “Check in New Asset/Device” link. This will create a new Work Order prefilled with contact details from the previous Work Order.
2. If the customer has never had service from University PC Care before, or they cannot be located in PCRT, go to the Repair menu in PCRT and click the “New Check-in” link.
3. Get as many contact details from the customer as possible. Follow the New Check-In form from top to bottom. Pay particular attention to fields that can be used to identify the customer such as name, phone numbers, address, and email address.
   3. If you are unsure on the spelling for a particular field, ask the customer to spell it out. After typing it in, show the customer what you’ve typed and ask them to verify. This will help ensure we receive accurate information.
4. Ask the customer how they heard about us. If they are an existing customer, choose the “Existing Customer” option. Otherwise, choose the most appropriate option. This information lets us know where to focus our advertising efforts, or what method of discovery is most effective.
5. Be as specific as possible with the Asset/Device Make/Model. Instead of “laptop”, use “Dell Inspiron 15”, or “iPhone 6+” instead of “iPhone”. This will make it easy to locate and identify the device both physically in the shop and within PCRT.
6. Make note of any additional accessories the customer is providing along with the device. Mark them in the “Asset/Device Accessories” section of the New Check-In form.
   4. Any accessory that does not have a predefined item in the Accessories list can be noted in the textbox within the same section.
7. Ask for any password(s) required to sign into the computer, and make a note of them in the *Passwords *field. If the customer is not comfortable saying the password aloud or if the password is particularly complex, you may have the customer type in the password. Either way, have the customer verify that the password is typed correctly.
   5. If autocorrect capitalizes the first letter incorrectly, fix it before proceeding.
8. Problem Description: Create a brief but concise description of the customer’s problem. It would be useful to read the problem description back to the customer when done, as a final confirmation that we understand the problem to their satisfaction.
   6. Helpful descriptions include the specific nature of the issue involved including error codes, messages, steps to recreate, and programs involved. Examples include:
   7. “Uses IE, gets a popup to call a number.”
   8. “Boots to Folder with question mark. Has backup . Possible bad HD or HD cable”
   9. “Cracked screen . Send to Apple for screen replacement. Customer has SIM and backup”
   10. Unhelpful descriptions are vague and don’t properly identify the problem. Examples include:
   11. “Slow. Possibly infected.” - Instead, figure out what exactly is slow (“everything”, the network, a specific program) and what lead the customer to believe their computer was infected.
   12. “Will not power on.” - Instead, detail what happens when trying to power on the device. Do the fans spin, does the screen light up, etc?
9. Enter a Suggested Solution - what steps you suggest we take to resolve the issue as described in the problem description. If the customer doesn’t authorize service at the time of check-in, or we cannot provide them with an accurate estimate of repair, indicate that we should “Diagnose and Call”. This means we will diagnose their issue and call them (typically within 1-2 business days) to inform them of what we have found, what we need to do to repair the problem, cost, and turnaround time.
   8. If the customer authorizes at the time of check-in, they may still wish to receive a call before repair commences, for confirmation. If so, indicate that we should “Diagnose and Call” anyways.
10. Ask the customer if they have anything on this device that they wouldn’t want to lose -- the goal is to get the customer thinking about backup solutions. We offer multiple ways to backup data, from one-time backup+reload or data migration, to external backup solutions to cloud-based backup solutions. If they’re interested in backup solutions, use this as an opportunity for a suggestive sell of one of our backup services. If they choose to have us backup their data first, indicate in the Suggested Solution box to “Backup Data First”.
11. Under “Customer Info”, get as much information as possible. Have the customer verify that the information is accurate.
12. Filling out the “Other Asset/Device Info” is not required at check-in, as these details can be more easily retrieved later when a technician begins work on a device. However, do fill in the serial number, if possible.
13. If the device will be going straight to a workbench assigned to a particular technician, assign it to that technician now. Typically, however, the device will be put in the “Waiting For Bench” section and should be left unassigned.
14. When all the information is filled in accurately, click the “Check in Asset/Device” button. You will be taken to the Claim ticket printout, which you should go over with the customer.
    9. Give the customer one last chance to correct any information on the claim ticket.
    10. Go over each section on the claim ticket, paying particular attention to the minimum diagnostic fee and in what situation the customer would be responsible for paying it, data loss, storage fees and abandonment, and turnaround time.
15. Have the customer sign the claim ticket using their finger, then print out a copy for the customer to take.
16. Ask the customer for additional questions. The customer can leave at any point after they have the claim ticket.
17. Take note of the device’s PCID as listed on the Work Order and on the Claim Ticket. Create labels with the PCID in large, legible, handwritten font and place them on the device and accessories as follows:
    11. Desktop: One PCID label on the top of the case, as close to the front as possible.
    12. Laptop: One PCID label on the top/outside of the case, and one PCID label on the inside palm rest.
    13. Mobile Devices: One PCID label on the back of the device.
    14. One PCID label each on any power supply and additional accessories (external drive, carrying case, retail box, etc).
18. Once labeled, move the device and all accessories to the “Waiting for Bench” section or directly to a work bench if assigned to a technician already.

Mac Check-In

Most Mac computers are capable of running the Mac Resource Inspector, or MRI, for a quick summary of potential hardware and software issues. This test is to be run at the front counter with the customer.

Connect the computer to a power adapter and ethernet cord. If the device does not have an ethernet port, use an Ethernet to USB adapter.

1. While powering on the machine, press and hold the N key. If done correctly, the device will boot to a diagnostic menu instead of following the usual bootup process.
   1. If the device does not boot to the diagnostic menu, wait for the computer to power on completely and boot to the OS (if possible), then shutdown the computer and try again.
2. Choose “Mac Resource Inspector” from the diagnostic menu.
3. Ask the customer if you have their permission to continue. If you do, continue the test. If not, stop the test and proceed with check-in.
4. The test will begin automatically and typically takes 5-10 minutes to complete. Discuss with the customer any issues present.
5. Remember, this test is not exhaustive and may show false positives (such as power adapter and battery being flagged as issues if the device is not plugged in).
6. Using this knowledge, proceed with the general check-in procedure as detailed above.

iOS Check-In

Many iOS repairs cannot be handled in-house and must instead be shipped off to an Apple Repair Depot. It is important that the customer understands this during check-in. Some simple issues, such as device reset, iCloud password recovery, and other common issues can be resolved as Quick Help. If the device still needs to be checked in, do so now. Before checking in any iOS device, inform the customer of the following:

1. We are not responsible for any data loss. If the customer is concerned about losing data, they can:
   1. Take the phone back to make either an iCloud backup or iTunes backup on their own computer.
   2. Let us create an iTunes backup with the understanding that we charge to restore the backup if necessary.
   3. Proceed without a backup at their own caution.
2. If the phone is going to be sent to an Apple Repair Depot for any reason, the phone will be factory reset prior to shipping. Follow the advisory in step 1 above to inform the customer of their options.
3. If it is determined at check-in that the device must be sent to an Apple Repair Depot, have the customer factory reset the phone prior to finishing the check-in process.
   4. It is important that the customer factory resets their own phone. This puts the burden of a backup squarely on the customer, and they will be fully aware as to why no data is present on the phone when the repair is complete.

During check-in, you will have the option to enter the serial number or IMEI number into the Serial Number field. By doing this, PCRT will communicate with Apple’s servers to both validate the serial number and to retrieve information to assist in the check-in and repair processes. The following information will be retrieved:

• Device make and model: the manufacturer, common model name (iPhone XR) and asset type (laptop, phone, etc) will be updated automatically
• Current limited warranty and AppleCare+ Coverage (or the lack thereof)
• Find My iPhone status: a mail-in repair cannot be processed with FMIP turned on
• Ineligible for service flag: If the device is ineligible for service (usually because it was replaced as lost or stolen in a previous repair) then we will not be able to repair the device- this will be indicated as a red warning
• Eligibility for new AppleCare+ signup, if any, or current AppleCare+ tiered pricing if device is covered under AC+.

Use this information to better inform yourself and the customer as to their repair options.

iOS Device is ineligible for repair

If the iOS device is flagged as “ineligible for repair” then inform the customer that we will not be able to repair the device. If the customer would like documentation of their attempt to have the device repaired:

1. Complete the check-in process as usual.
2. Mark the “device already replaced” action (in the Notes & Recommendations section). This contains a brief description that appears on the Repair Report.
3. Add a $0 labor charge “Device ineligible for service” to the work order
4. Print the Repair Report to give to the customer. The “device already replaced” action will be present on the report. Point this out to the customer and optionally use a highlighter to highlight the action.
5. Check out the work order. Skip printing the receipt.

If the Internet/PCRT is down

Go to article Check In’s When the Internet Is Down

Check-out

The check-out process is largely the same regardless of the type of the device or customer. In general, the process goes as follows:

1. Greet the customer. Ask for a claim ticket in order to retrieve PCID/WOID.
   1. If they do not have a claim ticket present, ask for identifying information such as name or phone number.
2. Identify the work order that needs to be checked out.
3. In PCRT, navigate to the work order page and verify that the device is ready to be checked out.
   2. The WO status should be Completed/Ready for Pickup.
   3. There should be at least one charge, even if the charge is $0.
   4. The action “Final Inspection” must be marked.
4. If the WO meets the above criteria, proceed by clicking the “CHECKOUT” button.
5. Determine the customer payment method.
   5. Cash: Follow on screen instructions to take a cash payment. After entering the cash payment details, a new screen will appear if there is change to be rendered. Cash received from customers should be dropped in the safe under the front counter.
   6. Check: Please follow the disclaimer on the Check page before taking a check from a customer. In general, we do not accept personal check except for pre-approved exceptions. If unsure, do not take a personal check.
   7. Square: Use the Square Stand at the front counter to receive payment from the customer, then enter the card details and picture ID details on the Square checkout page.
   8. Stripe: Do not use this option unless the card is not present, such as when taking payment over the phone. This method charges the customer’s card after the details are entered.
   9. StripePrepaid: Used for new Care 365 subscriptions. This does not charge the customer’s card- it is assumed that the card will be charged on the website during the Care 365 setup.
6. If multiple payments are necessary (such as a mixed payment of cash and card), take each payment individually. Adjust the “Amount to Pay” field for each payment as necessary.
7. When the amount present on the payments entered in steps 5-6 equals the total amount of the cart, no more payments can be entered and a green “Checkout” button will appear. Verify that the customer information is correct, and click “Checkout”.
8. A receipt will be displayed. Print the receipt for the customer.
9. Review the terms on the bottom of the receipt for the customer.

Verify customer payment method

To combat frivolous fraudulent charge issues (sometimes referred to as “stop payment” or “chargeback”), please verify that the name on the payment card (where present) matches the valid picture ID of the individual presenting the card. If the name on the payment card does not match the name on the valid picture ID, use the “Name on ID” field to notate the difference. In this case, a small disclaimer will appear in the Payments section on the receipt for each payment that was received where the ID did not match.

Additional Information

Creating Good Problem Descriptions

The goal of a good problem description is to clearly, concisely, and quickly detail the customer’s issues and to communicate that issue to the technician(s) that will be performing the repair. It is your job during the check-in process to gather the appropriate information from the customer and translate that information into something that can be diagnosed and, hopefully, repaired.

Not all problem descriptions are created equally- there are some things you should never put into the problem description field of a work order. Vague problem descriptions do not benefit the technician(s) that will be working on the device and can easily lead to miscommunication and wasted time. Here are some examples of bad problem descriptions and why you should never use them:

By now, you should see a pattern forming. Be as specific as possible- but keep it brief. If a customer mentions a specific detail to you, include it in the problem description. This lets the customer know that their problems are heard, understood, and clearly communicated to the technician that will be working on the device.