If the customer wants to keep their device
Sometimes customers will want to keep their device while we are in the process of a repair. There are some scenarios where this is allowed and we will go over them here.
iOS Devices
If the customer wants to keep their iOS device with them while we are waiting for a part to arrive, they have the option to pay for the repair up front and keep the device with them. As an example, if we do not have a display in stock for an iphone repair, we would have to order the part. While we wait the customer does not need to be without their device. Heres how to handle it.
During check in for iOS devices you should be checking to make sure we have the part in stock. If we do not have the part, position to the customer the option to pay upfront for the repair and they keep their device while we wait.
- Position to the customer the option to keep their device by paying up front
- Check them in like normal
- Step to the back and go ahead and order the part through GSX while the customer is still there
- Take the deposit and give them the device at that point
- Once the part comes in call the customer back and let them know they can bring their device back
- If the part was ordered from GSX the customer has 5 days to bring their device back as apple requires a part back within 10 days
This whole process should take place while the customer is still in the shop. They can not leave with the device until the part is ordered and they paid the deposit.
MacOS & WindowsOS
For computers, we have to run diagnostics before we can order parts, so we can not follow the same process as iOS devices for them.
- Check in the device
- Run diagnostics
- Once you’ve got the parts ordered then the customer can come back to pick up their device
- They must pay the full cost of the repair as a deposit before they can take their device with them.
- Once the part comes in call the customer back and let them know they can bring their device back
- If the part was ordered from GSX the customer has 5 days to bring their device back as apple requires a part back within 10 days