iOS Service Matrix

Step
Questions
Answers
1
Can all issues with the device be fixed by replacing one part?Yes - Go to step 2
No - Go to step 8
2
Do we have the needed parts in stock?Yes - Go to step 3
No - Go to step 10
3
Does the customer have an appointment?Yes - Go to step 5
No - Go to step 4
4
Ask the customer if this repair is urgent?Yes - Charge the urgent charge and preform the repair in shop
No - Use the scheduler to schedule the next avalible appointment
5
Does the device have physical damage?Yes - Go to step 6
No - Go to step 7
6
Does the device have Apple Care +?Yes - Preform an Apple Care + in house repair
No - Preform an OOW in house repair
7
Does the device have Limited Warranty?Yes - Preform a Limited Warranty in house repair
No - Preform an OOW in house repair
8
Does the device have Apple Care +?Yes - Go to step 9
No - We can from as many OOW repairs as the customer wants. We do not have to fix all issues with the phone. Position each repair and let the customer decide.
9
We must preform a whole unit replacement. Can the customer leave their phone with us?Yes - Check in the device like normal, and order the WUR right away as a carry in repair
No - The customer can pay for the repair upfront, and keep it with them while we wait for the part to arrive. Make sure to order the part before the customer pays the deposit
10
What warranty status does the customer have?Apple Care +/OOW - We must order the parts needed for the repair. The customer can pay for the repair upfront, and keep it with them while we wait for the part to arrive. Make sure to order the part before the customer pays the deposit
Limited Warranty - We must order the parts for the phone. The customer must leave the device with us while we wait for the parts to arrive