Loaner iPhones

This article talks about how to check in and out loaner iPhones

Check In Loaner iPhones

This article is written based on the information in OP1540

Checkout Loaner iPhones

If the customer is returning an iPhone loaner, follow these additional steps:

1. Inspect the loaner phone for any signs of physical damage.
   1. If physical damage is found, take pictures of the damaged area(s). Include a label or piece of paper with the WOID to be visible in the picture(s). Attach the picture(s) to the WO.
   2. Show the customer each instance of physical damage.
   3. Inform the customer that the physical damage will be documented and handled appropriately.
   4. Do not proceed with the checkout process. Keep the customer’s repaired phone as collateral while the physical damage is assessed.
   5. Direct the customer to a CareRep or Lead LocalTech if they need further explanation.
2. Inform the customer that the loaner phone will be wiped. Verify that an iCloud or iTunes backup has been made previously by the customer if there is any data on the loaner phone that they would like to keep.
3. Have the customer sign out of Find My iPhone, if it is enabled.
4. If the customer has their own SIM card in the phone, remove it and give it to the customer or put it in the customer’s repaired phone.
5. Navigate to the factory reset option. Inform the customer that the phone is about to be reset.
6. Have the customer press the “Erase iPhone” button.
7. Retrieve the customer’s phone from the repair area.
8. Print out the “Loaner Return” form from the WO page. The customer should print and sign each relevant field.
9. Make a copy of the Loaner Return form. Put the original copy in the safe under the front counter and give the customer the copy.
10. Proceed with the check-out as usual.